Genesys Cloud - Main

Hi Tibin

Hopefully someone else in the community can help with the Architect Flow, but you can use {{Scripter.Customer Formatted Number}} in the agent script, it represents the customer's phone number for the current interaction. On an outbound voice call, that is the number the dialer connected to and that the agent is currently speaking with.

Built-in script variables

In one of our customers, we handle this directly in the agent script during page load.

We create a Set Variable action that runs as soon as the script is loaded and use the built-in variable {{Scripter.Customer Formatted Number}}. Then we apply a slice() function to extract only the portion of the phone number we need.

For example:

slice({{Scripter.Customer Formatted Number}}, 7)

In this case, slice(7) returns the number starting from the 7th character, but you can adjust the index depending on your phone number format or what you need to keep.

We save the result into a custom script variable and reuse it later in the script for our business logic. This approach has worked well for us and avoids having to capture the value elsewhere.

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Raphael Poliesi
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Thanks Raphael,

I need the phone number in a clean E.164 format without the 'tel:' prefix. I hope your suggestion will help achieve that. Let me try it out, and I'll share the results with you.

Best Regards,

In one of our customers, we handle this directly in the agent script during page load.

We create a Set Variable action that runs as soon as the script is loaded and use the built-in variable {{Scripter.Customer Formatted Number}}. Then we apply a slice() function to extract only the portion of the phone number we need.

For example:

slice({{Scripter.Customer Formatted Number}}, 7)

In this case, slice(7) returns the number starting from the 7th character, but you can adjust the index depending on your phone number format or what you need to keep.

We save the result into a custom script variable and reuse it later in the script for our business logic. This approach has worked well for us and avoids having to capture the value elsewhere.

------------------------------
Raphael Poliesi
------------------------------

Thanks Raphael,

I need the phone number in a clean E.164 format without the 'tel:' prefix. I hope your suggestion will help achieve that. Let me try it out, and I'll share the results with you.

Best Regards,

In one of our customers, we handle this directly in the agent script during page load.

We create a Set Variable action that runs as soon as the script is loaded and use the built-in variable {{Scripter.Customer Formatted Number}}. Then we apply a slice() function to extract only the portion of the phone number we need.

For example:

slice({{Scripter.Customer Formatted Number}}, 7)

In this case, slice(7) returns the number starting from the 7th character, but you can adjust the index depending on your phone number format or what you need to keep.

We save the result into a custom script variable and reuse it later in the script for our business logic. This approach has worked well for us and avoids having to capture the value elsewhere.

------------------------------
Raphael Poliesi
------------------------------