Genesys Cloud CX

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  • 1.  Inbound DNIS number

    Posted 08-29-2022 11:56
    Hi. We added in our script the DNIS number that the customer used to dial and we have over 50 numbers.
    We listed all our numbers in table for our inbound script and was wondering if there is a better, more prominent way our agent can see the DNIS number to match it to the line they dialed.
    We have different services for different lines so I would them to easily distinguish among them.

    Thank you!
    #Omni-ChannelDesktop/UserInterface
    #Outbound
    #Routing(ACD/IVR)

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    LY LIM
    Cardinal Health 5, LLC
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  • 2.  RE: Inbound DNIS number

    Posted 08-29-2022 21:57
    If you are looking to just display the number, you use a script variable that you assign the Call.CalledAddress value to that variable.  If you want to show names, then create a data table, lookup up the DNIS, get the name and assign that to a variable in the script.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Inbound DNIS number

    Posted 08-30-2022 09:52
    Hi @Robert Wakefield-Carl. Appreciate your response. I have created the a script variable of the Called Address and a table for our agents to reference the list of our DNIS. Can you describe what you mean by lookup the DNIS, get the name and assign that to a variable in the script? I think that is the missing piece I am looking for! Thank you! ​​

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    LY LIM
    Cardinal Health 5, LLC
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  • 4.  RE: Inbound DNIS number

    Posted 08-30-2022 11:47
    In your call flow, before the set script tool, you need to use a data table lookup on that table with the called number as the key for the search.  You should get back the name in the other column and you assign that to a variable and then assign that variable in the Set Screen Pop tool.  Let me know if you need an example or screen shot

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 5.  RE: Inbound DNIS number

    Posted 08-30-2022 15:46
    You are too kind! I would definitely appreciate some screenshots since I'm a little unfamiliar with call flow in architect. I could also get your email address so we can chat too. Thank you!

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    LY LIM
    Cardinal Health 5, LLC
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  • 6.  RE: Inbound DNIS number

    Posted 09-02-2022 10:56
    @Robert Wakefield-Carl Do you have those screenshots? I can reach out to you in message too! ​

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    LY LIM
    Cardinal Health 5, LLC
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  • 7.  RE: Inbound DNIS number

    Posted 09-27-2022 17:19
    I would also love to see some screen shots, please! I definitely need to get this added as well.

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    Nicholas Trujillo
    Bestop, Inc.
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