Genesys Cloud - UI New Features

Seems that with the new Multipanel UI the callers phone number no longer shows across the top of the screen. Our agents use this as part of the verification process. They verify by matching the number shown to the primary on the account.  See below screenshots. 

Old Screen

New Screen

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Rose White
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Morning Rose:

Check out this thread, as you're not the only one who raised this issue. In that thread the recommendation was to hover over the calling party name to see the phone number, which isn't ideal for everyone. At this juncture it looks like you may have to raise the need as an idea 🤷

In the meantime, perhaps you could add the inbound ANI (phone number) to your [very nice Tuition Options] script page; e.g. "Calling From: ###-###-####". In fact, maybe you could code your inbound flow (or add code to your script) to bump the inbound ANI up against the phone number(s) on file in order to do an initial lookup on behalf of your agents so they can see an "ANI MATCHED" indicator in the script page itself.

I know that's not what you're asking for here, but like many Genesys customers (my org included), these types of workarounds are what we end up doing until further notice to make lemonade out of the lemons 😄

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Brian T. Jones | Ascension | Senior Specialist - Technology
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Jones...I may have to start calling you "Lemonade"...you have to do a lot of that 

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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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Original Message:
Sent: 08-02-2025 07:43
From: Brian Jones
Subject: New Multipanel Workspace - Caller Phone Number removed

Morning Rose:

Check out this thread, as you're not the only one who raised this issue. In that thread the recommendation was to hover over the calling party name to see the phone number, which isn't ideal for everyone. At this juncture it looks like you may have to raise the need as an idea 🤷

In the meantime, perhaps you could add the inbound ANI (phone number) to your [very nice Tuition Options] script page; e.g. "Calling From: ###-###-####". In fact, maybe you could code your inbound flow (or add code to your script) to bump the inbound ANI up against the phone number(s) on file in order to do an initial lookup on behalf of your agents so they can see an "ANI MATCHED" indicator in the script page itself.

I know that's not what you're asking for here, but like many Genesys customers (my org included), these types of workarounds are what we end up doing until further notice to make lemonade out of the lemons 😄

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Brian T. Jones | Ascension | Senior Specialist - Technology
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