Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

Hi Mohamed,

Welcome to the community.

I'm not sure if i understood well what you want to achieve but you don't need separated queues, you can define a higher priority to that contacts in the same queue.

best regards,

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Hi Mohamed,

You need the following for the VIP customers:

• Create a Data Table where the Reference Key Label is the number/contact of the VIP Customer.
• On Architect, on your flow, Insert a Data Table Lookup where the input is the Call.Ani (you might need to work on this because of the format or if caller is anonymous). this will match the caller number with the number you have added to the previously created data table. If it matches the VIP Number, you will go to the Found Path of the Data Table Lookup.
• then you can add a Transfer to ACD and add more priority on the routing section.

Regarding the agent screen info:

• You need to edit or create a Script
• on the script you should already have {{Scripter.Interaction Type}}  which will give what you need.
• if you need more information, you need to create variables (its the Cube on the upper right of script edition) on the script. The just add this variables on the body of the script (just type {{ and the variables will appear to select).
  After the script variables are added and the script is published, you now return to the inbound flow. 
• On the Flow, you need to add a Set Agent Script. When you select the script (where you have added the variables), you just need to fill in the Inputs that will finally appear on the agents screen when aswering a call.

Imagine that you only have 1 queue. VIP Callers will have more priority than the non VIP on same queue. (as @Nuno Paulo said) 

Hope it helps.

------------------------------
Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal

Original Message:
Sent: 08-07-2024 20:42
From: Mohamed Yaacoub
Subject: Identify VIP Callers

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Thanks Jorge,

This is what I was looking for. Going to test today.

Thanks heaps.

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)

Original Message:
Sent: 08-09-2024 05:31
From: Jorge Baptista
Subject: Identify VIP Callers

Hi Mohamed,

You need the following for the VIP customers:

• Create a Data Table where the Reference Key Label is the number/contact of the VIP Customer.
• On Architect, on your flow, Insert a Data Table Lookup where the input is the Call.Ani (you might need to work on this because of the format or if caller is anonymous). this will match the caller number with the number you have added to the previously created data table. If it matches the VIP Number, you will go to the Found Path of the Data Table Lookup.
• then you can add a Transfer to ACD and add more priority on the routing section.

Regarding the agent screen info:

• You need to edit or create a Script
• on the script you should already have {{Scripter.Interaction Type}}  which will give what you need.
• if you need more information, you need to create variables (its the Cube on the upper right of script edition) on the script. The just add this variables on the body of the script (just type {{ and the variables will appear to select).
  After the script variables are added and the script is published, you now return to the inbound flow. 
• On the Flow, you need to add a Set Agent Script. When you select the script (where you have added the variables), you just need to fill in the Inputs that will finally appear on the agents screen when aswering a call.

Imagine that you only have 1 queue. VIP Callers will have more priority than the non VIP on same queue. (as @Nuno Paulo said) 

Hope it helps.

------------------------------
Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal

Original Message:
Sent: 08-07-2024 20:42
From: Mohamed Yaacoub
Subject: Identify VIP Callers

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Hi Mohamed,

You need the following for the VIP customers:

• Create a Data Table where the Reference Key Label is the number/contact of the VIP Customer.
• On Architect, on your flow, Insert a Data Table Lookup where the input is the Call.Ani (you might need to work on this because of the format or if caller is anonymous). this will match the caller number with the number you have added to the previously created data table. If it matches the VIP Number, you will go to the Found Path of the Data Table Lookup.
• then you can add a Transfer to ACD and add more priority on the routing section.

Regarding the agent screen info:

• You need to edit or create a Script
• on the script you should already have {{Scripter.Interaction Type}}  which will give what you need.
• if you need more information, you need to create variables (its the Cube on the upper right of script edition) on the script. The just add this variables on the body of the script (just type {{ and the variables will appear to select).
  After the script variables are added and the script is published, you now return to the inbound flow. 
• On the Flow, you need to add a Set Agent Script. When you select the script (where you have added the variables), you just need to fill in the Inputs that will finally appear on the agents screen when aswering a call.

Imagine that you only have 1 queue. VIP Callers will have more priority than the non VIP on same queue. (as @Nuno Paulo said) 

Hope it helps.

------------------------------
Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal

Original Message:
Sent: 08-07-2024 20:42
From: Mohamed Yaacoub
Subject: Identify VIP Callers

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Hi Jorge,

I was able to create a Data Table, but I'm unsure where to insert the Data Table lookup. Should this be done in the Inbound Call Flow or the In-Queue Call Flow?

I am performing the Data Table lookup before transferring to ACD for non-VIPs. I hope this setup works as intended, allowing us to route VIPs with the highest priority and non-VIPs with lower priority within the same queue.

Any advice on the best approach would be greatly appreciated.

Regards,
Phaneendra

Hi Mohamed,

You need the following for the VIP customers:

• Create a Data Table where the Reference Key Label is the number/contact of the VIP Customer.
• On Architect, on your flow, Insert a Data Table Lookup where the input is the Call.Ani (you might need to work on this because of the format or if caller is anonymous). this will match the caller number with the number you have added to the previously created data table. If it matches the VIP Number, you will go to the Found Path of the Data Table Lookup.
• then you can add a Transfer to ACD and add more priority on the routing section.

Regarding the agent screen info:

• You need to edit or create a Script
• on the script you should already have {{Scripter.Interaction Type}}  which will give what you need.
• if you need more information, you need to create variables (its the Cube on the upper right of script edition) on the script. The just add this variables on the body of the script (just type {{ and the variables will appear to select).
  After the script variables are added and the script is published, you now return to the inbound flow. 
• On the Flow, you need to add a Set Agent Script. When you select the script (where you have added the variables), you just need to fill in the Inputs that will finally appear on the agents screen when aswering a call.

Imagine that you only have 1 queue. VIP Callers will have more priority than the non VIP on same queue. (as @Nuno Paulo said) 

Hope it helps.

------------------------------
Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal

Original Message:
Sent: 08-07-2024 20:42
From: Mohamed Yaacoub
Subject: Identify VIP Callers

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Hi Phaneendra,

Lets assume you have a variable called Flow.priority

On the Inbound Call Flow you do the Data Table Lookup, and if found, you update data of variable Flow.Priority  with value 1000 (or whatever bigger than 0). If not found, just do nothing.

Then when transferring the call to ACD, on the routing section you just put the Flow.priority in the priority.

My suggestion is to have the priority also on the vip datatable, which its easier to manage because you dont need to change the flow everytime the priority changes.

hope it helps.

Hi Jorge,

I was able to create a Data Table, but I'm unsure where to insert the Data Table lookup. Should this be done in the Inbound Call Flow or the In-Queue Call Flow?

I am performing the Data Table lookup before transferring to ACD for non-VIPs. I hope this setup works as intended, allowing us to route VIPs with the highest priority and non-VIPs with lower priority within the same queue.

Any advice on the best approach would be greatly appreciated.

Regards,
Phaneendra

Hi Mohamed,

You need the following for the VIP customers:

• Create a Data Table where the Reference Key Label is the number/contact of the VIP Customer.
• On Architect, on your flow, Insert a Data Table Lookup where the input is the Call.Ani (you might need to work on this because of the format or if caller is anonymous). this will match the caller number with the number you have added to the previously created data table. If it matches the VIP Number, you will go to the Found Path of the Data Table Lookup.
• then you can add a Transfer to ACD and add more priority on the routing section.

Regarding the agent screen info:

• You need to edit or create a Script
• on the script you should already have {{Scripter.Interaction Type}}  which will give what you need.
• if you need more information, you need to create variables (its the Cube on the upper right of script edition) on the script. The just add this variables on the body of the script (just type {{ and the variables will appear to select).
  After the script variables are added and the script is published, you now return to the inbound flow. 
• On the Flow, you need to add a Set Agent Script. When you select the script (where you have added the variables), you just need to fill in the Inputs that will finally appear on the agents screen when aswering a call.

Imagine that you only have 1 queue. VIP Callers will have more priority than the non VIP on same queue. (as @Nuno Paulo said) 

Hope it helps.

------------------------------
Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal

Original Message:
Sent: 08-07-2024 20:42
From: Mohamed Yaacoub
Subject: Identify VIP Callers

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Thank you so much for your help! I have set up everything as per your advice.

• Created a data table and added the contact (as the primary key) and priority as a custom field.
• Added Update Data and defined the variable Flow.Priority (assigned a default value of "0").
• I configured a data table lookup using contact (Call.ANI) as input and set the output to Customer.Priority (customer field setup in the data table), which updates Flow.Priority. If a match is found, Flow.Priority is set to 1000.
• In the ACD priority section, set the value to Flow.Priority.

For testing, I first called from a non-VIP number, then from a VIP number, ensuring I selected the correct IVR options. However, the non-VIP call was received first in the queue then VIP. I just want to confirm if I am conducting the test correctly or if I might be missing something.

Would appreciate your thoughts!

Hi Phaneendra,

Lets assume you have a variable called Flow.priority

On the Inbound Call Flow you do the Data Table Lookup, and if found, you update data of variable Flow.Priority  with value 1000 (or whatever bigger than 0). If not found, just do nothing.

Then when transferring the call to ACD, on the routing section you just put the Flow.priority in the priority.

My suggestion is to have the priority also on the vip datatable, which its easier to manage because you dont need to change the flow everytime the priority changes.

hope it helps.

Hi Jorge,

I was able to create a Data Table, but I'm unsure where to insert the Data Table lookup. Should this be done in the Inbound Call Flow or the In-Queue Call Flow?

I am performing the Data Table lookup before transferring to ACD for non-VIPs. I hope this setup works as intended, allowing us to route VIPs with the highest priority and non-VIPs with lower priority within the same queue.

Any advice on the best approach would be greatly appreciated.

Regards,
Phaneendra

Hi Mohamed,

You need the following for the VIP customers:

• Create a Data Table where the Reference Key Label is the number/contact of the VIP Customer.
• On Architect, on your flow, Insert a Data Table Lookup where the input is the Call.Ani (you might need to work on this because of the format or if caller is anonymous). this will match the caller number with the number you have added to the previously created data table. If it matches the VIP Number, you will go to the Found Path of the Data Table Lookup.
• then you can add a Transfer to ACD and add more priority on the routing section.

Regarding the agent screen info:

• You need to edit or create a Script
• on the script you should already have {{Scripter.Interaction Type}}  which will give what you need.
• if you need more information, you need to create variables (its the Cube on the upper right of script edition) on the script. The just add this variables on the body of the script (just type {{ and the variables will appear to select).
  After the script variables are added and the script is published, you now return to the inbound flow. 
• On the Flow, you need to add a Set Agent Script. When you select the script (where you have added the variables), you just need to fill in the Inputs that will finally appear on the agents screen when aswering a call.

Imagine that you only have 1 queue. VIP Callers will have more priority than the non VIP on same queue. (as @Nuno Paulo said) 

Hope it helps.

------------------------------
Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal

Original Message:
Sent: 08-07-2024 20:42
From: Mohamed Yaacoub
Subject: Identify VIP Callers

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Thank you so much for your help! I have set up everything as per your advice.

• Created a data table and added the contact (as the primary key) and priority as a custom field.
• Added Update Data and defined the variable Flow.Priority (assigned a default value of "0").
• I configured a data table lookup using contact (Call.ANI) as input and set the output to Customer.Priority (customer field setup in the data table), which updates Flow.Priority. If a match is found, Flow.Priority is set to 1000.
• In the ACD priority section, set the value to Flow.Priority.

For testing, I first called from a non-VIP number, then from a VIP number, ensuring I selected the correct IVR options. However, the non-VIP call was received first in the queue then VIP. I just want to confirm if I am conducting the test correctly or if I might be missing something.

Would appreciate your thoughts!

Hi Phaneendra,

Lets assume you have a variable called Flow.priority

On the Inbound Call Flow you do the Data Table Lookup, and if found, you update data of variable Flow.Priority  with value 1000 (or whatever bigger than 0). If not found, just do nothing.

Then when transferring the call to ACD, on the routing section you just put the Flow.priority in the priority.

My suggestion is to have the priority also on the vip datatable, which its easier to manage because you dont need to change the flow everytime the priority changes.

hope it helps.

Hi Jorge,

I was able to create a Data Table, but I'm unsure where to insert the Data Table lookup. Should this be done in the Inbound Call Flow or the In-Queue Call Flow?

I am performing the Data Table lookup before transferring to ACD for non-VIPs. I hope this setup works as intended, allowing us to route VIPs with the highest priority and non-VIPs with lower priority within the same queue.

Any advice on the best approach would be greatly appreciated.

Regards,
Phaneendra

Hi Mohamed,

You need the following for the VIP customers:

• Create a Data Table where the Reference Key Label is the number/contact of the VIP Customer.
• On Architect, on your flow, Insert a Data Table Lookup where the input is the Call.Ani (you might need to work on this because of the format or if caller is anonymous). this will match the caller number with the number you have added to the previously created data table. If it matches the VIP Number, you will go to the Found Path of the Data Table Lookup.
• then you can add a Transfer to ACD and add more priority on the routing section.

Regarding the agent screen info:

• You need to edit or create a Script
• on the script you should already have {{Scripter.Interaction Type}}  which will give what you need.
• if you need more information, you need to create variables (its the Cube on the upper right of script edition) on the script. The just add this variables on the body of the script (just type {{ and the variables will appear to select).
  After the script variables are added and the script is published, you now return to the inbound flow. 
• On the Flow, you need to add a Set Agent Script. When you select the script (where you have added the variables), you just need to fill in the Inputs that will finally appear on the agents screen when aswering a call.

Imagine that you only have 1 queue. VIP Callers will have more priority than the non VIP on same queue. (as @Nuno Paulo said) 

Hope it helps.

------------------------------
Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal

Original Message:
Sent: 08-07-2024 20:42
From: Mohamed Yaacoub
Subject: Identify VIP Callers

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

At first sight it seems ok. You can do a couple of things:

• check if the Call.ANI received in the flow is really what you have in your datatable and you really are getting your priority increased.
• you can put Call.Ani to a variable and then check in the interaction details what is the Call.ANI that should match the contact of the datatable.
• check the Analytics Queue Activity. it shows calls waiting and their priority.

If this is the case, you just need to change the contact on your datatable.

Hope it helps.

JB

Thank you so much for your help! I have set up everything as per your advice.

• Created a data table and added the contact (as the primary key) and priority as a custom field.
• Added Update Data and defined the variable Flow.Priority (assigned a default value of "0").
• I configured a data table lookup using contact (Call.ANI) as input and set the output to Customer.Priority (customer field setup in the data table), which updates Flow.Priority. If a match is found, Flow.Priority is set to 1000.
• In the ACD priority section, set the value to Flow.Priority.

For testing, I first called from a non-VIP number, then from a VIP number, ensuring I selected the correct IVR options. However, the non-VIP call was received first in the queue then VIP. I just want to confirm if I am conducting the test correctly or if I might be missing something.

Would appreciate your thoughts!

Hi Phaneendra,

Lets assume you have a variable called Flow.priority

On the Inbound Call Flow you do the Data Table Lookup, and if found, you update data of variable Flow.Priority  with value 1000 (or whatever bigger than 0). If not found, just do nothing.

Then when transferring the call to ACD, on the routing section you just put the Flow.priority in the priority.

My suggestion is to have the priority also on the vip datatable, which its easier to manage because you dont need to change the flow everytime the priority changes.

hope it helps.

Hi Jorge,

I was able to create a Data Table, but I'm unsure where to insert the Data Table lookup. Should this be done in the Inbound Call Flow or the In-Queue Call Flow?

I am performing the Data Table lookup before transferring to ACD for non-VIPs. I hope this setup works as intended, allowing us to route VIPs with the highest priority and non-VIPs with lower priority within the same queue.

Any advice on the best approach would be greatly appreciated.

Regards,
Phaneendra

Hi Mohamed,

You need the following for the VIP customers:

• Create a Data Table where the Reference Key Label is the number/contact of the VIP Customer.
• On Architect, on your flow, Insert a Data Table Lookup where the input is the Call.Ani (you might need to work on this because of the format or if caller is anonymous). this will match the caller number with the number you have added to the previously created data table. If it matches the VIP Number, you will go to the Found Path of the Data Table Lookup.
• then you can add a Transfer to ACD and add more priority on the routing section.

Regarding the agent screen info:

• You need to edit or create a Script
• on the script you should already have {{Scripter.Interaction Type}}  which will give what you need.
• if you need more information, you need to create variables (its the Cube on the upper right of script edition) on the script. The just add this variables on the body of the script (just type {{ and the variables will appear to select).
  After the script variables are added and the script is published, you now return to the inbound flow. 
• On the Flow, you need to add a Set Agent Script. When you select the script (where you have added the variables), you just need to fill in the Inputs that will finally appear on the agents screen when aswering a call.

Imagine that you only have 1 queue. VIP Callers will have more priority than the non VIP on same queue. (as @Nuno Paulo said) 

Hope it helps.

------------------------------
Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal

Original Message:
Sent: 08-07-2024 20:42
From: Mohamed Yaacoub
Subject: Identify VIP Callers

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

HI, I do this now, I have a data table that lists the details using the ANI as key to the table, then I have a data action that checks for agents idle with a skill thats in the data table.  if they are not idle then I use standard routing, and  if they are in the VIP table I use a separate data script assigned in the flow to identify them to the agent

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

Hi Andy,

Thank you for your reply. In our organization, all agents are equipped with all skills.

What I'm aiming to do is prioritize VIP callers within each queue that already has an agent script assigned, with a priority set to 10. Instead of creating a separate queue for VIPs, I would like to identify VIP callers and move them forward using the same queue.

Additionally, I want to notify agents via the agent script when they are handling a VIP caller. Is this possible?

HI, I do this now, I have a data table that lists the details using the ANI as key to the table, then I have a data action that checks for agents idle with a skill thats in the data table.  if they are not idle then I use standard routing, and  if they are in the VIP table I use a separate data script assigned in the flow to identify them to the agent

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

Hi Andy,

Thank you for your reply. In our organization, all agents are equipped with all skills.

What I'm aiming to do is prioritize VIP callers within each queue that already has an agent script assigned, with a priority set to 10. Instead of creating a separate queue for VIPs, I would like to identify VIP callers and move them forward using the same queue.

Additionally, I want to notify agents via the agent script when they are handling a VIP caller. Is this possible?

HI, I do this now, I have a data table that lists the details using the ANI as key to the table, then I have a data action that checks for agents idle with a skill thats in the data table.  if they are not idle then I use standard routing, and  if they are in the VIP table I use a separate data script assigned in the flow to identify them to the agent

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

Yes. First go to the Script used by the queue and create a new variable.

then in Architect, if agent is VIP put it on a variable to be used later on a Set Agent Script component.

------------------------------
Jorge Baptista

Original Message:
Sent: 02-14-2025 05:22
From: Phaneendra Avatapalli
Subject: Identify VIP Callers

Hi Andy,

Thank you for your reply. In our organization, all agents are equipped with all skills.

What I'm aiming to do is prioritize VIP callers within each queue that already has an agent script assigned, with a priority set to 10. Instead of creating a separate queue for VIPs, I would like to identify VIP callers and move them forward using the same queue.

Additionally, I want to notify agents via the agent script when they are handling a VIP caller. Is this possible?

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 02-13-2025 03:37
From: Andy Jackson
Subject: Identify VIP Callers

HI, I do this now, I have a data table that lists the details using the ANI as key to the table, then I have a data action that checks for agents idle with a skill thats in the data table.  if they are not idle then I use standard routing, and  if they are in the VIP table I use a separate data script assigned in the flow to identify them to the agent

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-07-2024 20:42
From: Mohamed Yaacoub
Subject: Identify VIP Callers

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Hi Jorge,

Everything is working now! I set a variable to check how call.ani is passed in Architect using Set Participant Data and found that it requires a specific format, like tel:+61412345678.

After updating the data table to match this format, the priority assignment for both VIP and non-VIP calls is now working correctly.

Thanks again for your help!

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 02-14-2025 07:07
From: Jorge Baptista
Subject: Identify VIP Callers

Yes. First go to the Script used by the queue and create a new variable.

then in Architect, if agent is VIP put it on a variable to be used later on a Set Agent Script component.

------------------------------
Jorge Baptista

Original Message:
Sent: 02-14-2025 05:22
From: Phaneendra Avatapalli
Subject: Identify VIP Callers

Hi Andy,

Thank you for your reply. In our organization, all agents are equipped with all skills.

What I'm aiming to do is prioritize VIP callers within each queue that already has an agent script assigned, with a priority set to 10. Instead of creating a separate queue for VIPs, I would like to identify VIP callers and move them forward using the same queue.

Additionally, I want to notify agents via the agent script when they are handling a VIP caller. Is this possible?

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 02-13-2025 03:37
From: Andy Jackson
Subject: Identify VIP Callers

HI, I do this now, I have a data table that lists the details using the ANI as key to the table, then I have a data action that checks for agents idle with a skill thats in the data table.  if they are not idle then I use standard routing, and  if they are in the VIP table I use a separate data script assigned in the flow to identify them to the agent

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-07-2024 20:42
From: Mohamed Yaacoub
Subject: Identify VIP Callers

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Hi Genesys Cloud Community,

Good day.
We have similar requirement instead of identifying the ANI of the caller, we need to identify if the caller is member of specific div\group on the platform since all agents can dial-direct a queue. For the identified group, we want to set set higher priority to the caller compared to other agents or caller coming from DNIS. 

What would be the best approach to this challenge? appreciate your input.
 

Hi Jorge,

Everything is working now! I set a variable to check how call.ani is passed in Architect using Set Participant Data and found that it requires a specific format, like tel:+61412345678.

After updating the data table to match this format, the priority assignment for both VIP and non-VIP calls is now working correctly.

Thanks again for your help!

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 02-14-2025 07:07
From: Jorge Baptista
Subject: Identify VIP Callers

Yes. First go to the Script used by the queue and create a new variable.

then in Architect, if agent is VIP put it on a variable to be used later on a Set Agent Script component.

------------------------------
Jorge Baptista

Original Message:
Sent: 02-14-2025 05:22
From: Phaneendra Avatapalli
Subject: Identify VIP Callers

Hi Andy,

Thank you for your reply. In our organization, all agents are equipped with all skills.

What I'm aiming to do is prioritize VIP callers within each queue that already has an agent script assigned, with a priority set to 10. Instead of creating a separate queue for VIPs, I would like to identify VIP callers and move them forward using the same queue.

Additionally, I want to notify agents via the agent script when they are handling a VIP caller. Is this possible?

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 02-13-2025 03:37
From: Andy Jackson
Subject: Identify VIP Callers

HI, I do this now, I have a data table that lists the details using the ANI as key to the table, then I have a data action that checks for agents idle with a skill thats in the data table.  if they are not idle then I use standard routing, and  if they are in the VIP table I use a separate data script assigned in the flow to identify them to the agent

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-07-2024 20:42
From: Mohamed Yaacoub
Subject: Identify VIP Callers

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Hi, Can you clarify what you mean by "identify if the caller is member of specific div/group on the platform"?

Hi Genesys Cloud Community,

Good day.
We have similar requirement instead of identifying the ANI of the caller, we need to identify if the caller is member of specific div\group on the platform since all agents can dial-direct a queue. For the identified group, we want to set set higher priority to the caller compared to other agents or caller coming from DNIS. 

What would be the best approach to this challenge? appreciate your input.
 

Hi Jorge,

Everything is working now! I set a variable to check how call.ani is passed in Architect using Set Participant Data and found that it requires a specific format, like tel:+61412345678.

After updating the data table to match this format, the priority assignment for both VIP and non-VIP calls is now working correctly.

Thanks again for your help!

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 02-14-2025 07:07
From: Jorge Baptista
Subject: Identify VIP Callers

Yes. First go to the Script used by the queue and create a new variable.

then in Architect, if agent is VIP put it on a variable to be used later on a Set Agent Script component.

------------------------------
Jorge Baptista

Original Message:
Sent: 02-14-2025 05:22
From: Phaneendra Avatapalli
Subject: Identify VIP Callers

Hi Andy,

Thank you for your reply. In our organization, all agents are equipped with all skills.

What I'm aiming to do is prioritize VIP callers within each queue that already has an agent script assigned, with a priority set to 10. Instead of creating a separate queue for VIPs, I would like to identify VIP callers and move them forward using the same queue.

Additionally, I want to notify agents via the agent script when they are handling a VIP caller. Is this possible?

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 02-13-2025 03:37
From: Andy Jackson
Subject: Identify VIP Callers

HI, I do this now, I have a data table that lists the details using the ANI as key to the table, then I have a data action that checks for agents idle with a skill thats in the data table.  if they are not idle then I use standard routing, and  if they are in the VIP table I use a separate data script assigned in the flow to identify them to the agent

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-07-2024 20:42
From: Mohamed Yaacoub
Subject: Identify VIP Callers

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Hi,

We have about 1000 agents on the org and we want to prioritize the calls to a queue for specific group of agents within the org due to the nature of the calls they handle compared to other agents.  How do we identify these agents to increase the call priority ? 

Hi, Can you clarify what you mean by "identify if the caller is member of specific div/group on the platform"?

Hi Genesys Cloud Community,

Good day.
We have similar requirement instead of identifying the ANI of the caller, we need to identify if the caller is member of specific div\group on the platform since all agents can dial-direct a queue. For the identified group, we want to set set higher priority to the caller compared to other agents or caller coming from DNIS. 

What would be the best approach to this challenge? appreciate your input.
 

Hi Jorge,

Everything is working now! I set a variable to check how call.ani is passed in Architect using Set Participant Data and found that it requires a specific format, like tel:+61412345678.

After updating the data table to match this format, the priority assignment for both VIP and non-VIP calls is now working correctly.

Thanks again for your help!

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 02-14-2025 07:07
From: Jorge Baptista
Subject: Identify VIP Callers

Yes. First go to the Script used by the queue and create a new variable.

then in Architect, if agent is VIP put it on a variable to be used later on a Set Agent Script component.

------------------------------
Jorge Baptista

Original Message:
Sent: 02-14-2025 05:22
From: Phaneendra Avatapalli
Subject: Identify VIP Callers

Hi Andy,

Thank you for your reply. In our organization, all agents are equipped with all skills.

What I'm aiming to do is prioritize VIP callers within each queue that already has an agent script assigned, with a priority set to 10. Instead of creating a separate queue for VIPs, I would like to identify VIP callers and move them forward using the same queue.

Additionally, I want to notify agents via the agent script when they are handling a VIP caller. Is this possible?

------------------------------
Phaneendra Avatapalli
Client Support, Desktop Support

Original Message:
Sent: 02-13-2025 03:37
From: Andy Jackson
Subject: Identify VIP Callers

HI, I do this now, I have a data table that lists the details using the ANI as key to the table, then I have a data action that checks for agents idle with a skill thats in the data table.  if they are not idle then I use standard routing, and  if they are in the VIP table I use a separate data script assigned in the flow to identify them to the agent

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-07-2024 20:42
From: Mohamed Yaacoub
Subject: Identify VIP Callers

Hi Community, 

Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

Scenario:

We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

My process will be:

1- Search caller against Data source/External contact list and collect the Contact Type

2- Get screen Pop up with caller details as well as Contact type

My issue is how to collect the Contact Type? I am using a find expression.

Regards, 

Moh

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Mohamed Yaacoub
Ethan Global Pty Ltd (t/a Ethan)
------------------------------