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  • 1.  Inbound\Outbound Call Search

    Posted 12-18-2024 15:13
    Edited by Steph Voelker 12-18-2024 16:23
    No replies, thread closed.

    There might be something out there for this but I am unable to find it. Is there a way to search a phone number for both inbound and outbound calls? We have found that searching the ANI is only for inbound and searching the DNIS is only for outbound. Please help!


    #Reporting/Analytics

    #Inbound

    #Outbound

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    Steph Voelker
    Systems Administrator
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  • 2.  RE: Inbound\Outbound Call Search
    Best Answer

    Posted 12-19-2024 03:14
    No replies, thread closed.

    Hi Steph,

    There isn't a way from Performance > Interactions to search for ANI or DNIS at the same time, so would have to be done individually.

    Interestingly, whilst researching this, I found that a very similar question was answered on the Q&A show a few years back.

    The recommendation from this was to use External contacts or if you are using Salesforce you could use the Salesforce External Contact Sync integration

    I also found an existing request in the Genesys Cloud Product Ideas Lab: Interaction view search for ANI and DNIS with OR condition that seems to cover the same idea of being able to search for ANI or DNIS at the same time, to find a number whether it be inbound or outbound.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Inbound\Outbound Call Search

    Posted 12-19-2024 08:56
    No replies, thread closed.

    Thanks Sam...appreciate the help! My vote has been cast. :)



    ------------------------------
    Steph Voelker
    Systems Administrator
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    Original Message


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