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  • 1.  Incoming call flow & search on the external DB through ANI

    Posted 09-05-2018 05:20
    No replies, thread closed.
    Hi,

    The customer has an external application that stores customers phone numbers, and on the Incoming call flow of Purecloud we want to search on that external contacts through ANI number to make some routing decision

    My question is how to integrate this on the Architect ?

    What I should create on the Purecloud side for this integration ?

    What I should ask the customer about the external contact application ?

    Sorry, Im confused with this

    Thank you


  • 2.  RE: Incoming call flow & search on the external DB through ANI

    Posted 09-05-2018 10:51
    No replies, thread closed.
    Write a custom data action that takes a string (the ANI) as a parameter and searches the external application. 
    https://help.mypurecloud.com/articles/create-custom-action-integrations/

    You need to find out the exact format of the phone number that the external application uses, and make sure to send the correct value in architect.  Read https://help.mypurecloud.com/articles/about-the-phone-number-data-type/ and expand all the sections to understand the different formats and parts of a phone number.   For example if you send "3175556666" but the application needs "+13175556666", the lookup will fail.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: Incoming call flow & search on the external DB through ANI

    Posted 09-05-2018 12:55
    No replies, thread closed.
    Thank you Melissa for your reply, it is very helpful

    Can we have a template or example of customer data action that send a string (ANI) to third party application ?

    And what can I request as info of this application to enter them in Purecloud (hostname, IP address) ?

    The format of number will be used is in E164

    Thank you
    Original Message


  • 4.  RE: Incoming call flow & search on the external DB through ANI

    Posted 09-05-2018 13:14
    No replies, thread closed.
    When you install the web services data action integration, you get a couple sample actions.  I can't tell you what the configuration for your action will be because it depends on what the body of the request & response is from your external application.

    To send the e164 value of the caller's ANI, use ToPhoneNumber(Call.Ani).e164 in Architect.

    https://help.mypurecloud.com/articles/about-web-services-data-actions-integration/
    https://help.mypurecloud.com/articles/request-configuration-data-actions/
    https://help.mypurecloud.com/articles/response-configuration-data-actions/

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


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