Hi Sarah
Just to help you understand what that syntax in the Value to Assign 1 field is doing:
It's going to get the length of the Call.Ani - which is going to be the full tel:+64....value as Henry says. It will then subtract one from that count, so if the Call.Ani is tel:+6491234567 that would be 15 (length) - 1 = 14.
It will then by using the Substring command return you the value of Call.Ani starting at the 5th character, in this case the 6 immediately after the +, and then ending 14 characters later, so you'd end up with 6491234567.
I'd expect to see the Call.Ani item in your list of data resources on both call flows so I can't explain why you're apparently only seeing it in one even though both flows have the same Update Data function.
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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 08-11-2021 22:01
From: Sarah Newell
Subject: Inbound Call Flow - assistance with using call.ani with a custom table
Thanks for the quick response. We have copied the logic from an existing call flow (done by Genesys) which seems to work fine. The numbers in our table are stored like this: 6449318209 (which is as per the original table). There is an Update Data action which I assume takes care of the formatting:
This variable is then used in the lookup of the table.
The main difference that I can see between the two call flows is I can see a 'Call.Ani' item on the Data screen of the original/working call flow so thought that may be a factor and the first thing I wanted to eliminate as a potential issue.
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Sarah Newell
Lifeline
Original Message:
Sent: 08-11-2021 20:33
From: Henry ZAMbrano
Subject: Inbound Call Flow - assistance with using call.ani with a custom table
You need to make sure that the caller numbers in the data table are matching the Call.Ani value. Remember that the format is "tel:" + [E.164 number]. For example, in your table you should have (for New Zealand +64): tel:+6449318209
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Henry ZAMbrano
Cognizant Technology Solutions
Original Message:
Sent: 08-11-2021 17:27
From: Sarah Newell
Subject: Inbound Call Flow - assistance with using call.ani with a custom table
We have an existing Inbound Call Flow that looks up a custom table to check entries for the caller number (call.ani) and takes appropriate action if the number is found or not found.
We wanted to do something similar in another call flow, so replicated the 'Update Data' and 'Data Table Lookup' actions (with a different but similarly structured custom table) but the expected/desired action was not carried out when the number existed in the table. (It did the same action as if it had not been found which was to carry on with the rest of the flow.)
One difference I have found between the two call flows is that the original call flow (the one that works) has 'Call.Ani' showing on the Resources > Data screen whereas the other one does not. I understand call.ani to be a system variable that is available to all the flows, but does it need to be specified explicitly in the call flow if you want to use it? And if so, how do you do that as I can't find documentation around that.
Thanks
#ArchitectureandDesign
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Sarah Newell
Lifeline
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