Genesys Cloud - Main

Good day,

At some point in the recent past, the Queue Activity view was changed to show the city/state of the phone number instead of the actual phone number.  Is there a way to revert to the phone number?  I have tried searching all over the community and help documentation and have not found anything about this.  Any thoughts?

Marty

Hi Marty,

I believe that in the Queue Activity Detail view it will either display the external contact details,  ff it cant match it to an external contact, it uses the SIP data provided from the carrier to look up location and type and if this isn't provided then it displays the number.

Based on that, I think that it may have changed due to the carrier providing more information.

I will try and get clarification on this, but I don't think this information can be changed

Good day,

At some point in the recent past, the Queue Activity view was changed to show the city/state of the phone number instead of the actual phone number.  Is there a way to revert to the phone number?  I have tried searching all over the community and help documentation and have not found anything about this.  Any thoughts?

Marty

Hi,

We don't have any location or number type information in SIP headers, that might be different in other countries.

I'm guessing it just uses libphonenumber or similar to determine number type / area based on the ANI if available.

But testing this now it actually shows both number information and ani

Hi Marty,

I believe that in the Queue Activity Detail view it will either display the external contact details,  ff it cant match it to an external contact, it uses the SIP data provided from the carrier to look up location and type and if this isn't provided then it displays the number.

Based on that, I think that it may have changed due to the carrier providing more information.

I will try and get clarification on this, but I don't think this information can be changed

Good day,

At some point in the recent past, the Queue Activity view was changed to show the city/state of the phone number instead of the actual phone number.  Is there a way to revert to the phone number?  I have tried searching all over the community and help documentation and have not found anything about this.  Any thoughts?

Marty

Thanks. Unfortunately, in the US it only shows the city/state of the phone number and not the ANI itself.

Hi,

We don't have any location or number type information in SIP headers, that might be different in other countries.

I'm guessing it just uses libphonenumber or similar to determine number type / area based on the ANI if available.

But testing this now it actually shows both number information and ani

Hi Marty,

I believe that in the Queue Activity Detail view it will either display the external contact details,  ff it cant match it to an external contact, it uses the SIP data provided from the carrier to look up location and type and if this isn't provided then it displays the number.

Based on that, I think that it may have changed due to the carrier providing more information.

I will try and get clarification on this, but I don't think this information can be changed

Good day,

At some point in the recent past, the Queue Activity view was changed to show the city/state of the phone number instead of the actual phone number.  Is there a way to revert to the phone number?  I have tried searching all over the community and help documentation and have not found anything about this.  Any thoughts?

Marty

Hi @Marty Hand, 

I suppose your Org is configured as BYOC. Correct? Based on what you have been explained here, it looks like the value in the Remote is the same as the value in ANI (hence, you think you are missing it). You can also check this in the Interactions Performance View by adding the "Remote" column to verify that the Remote is the same as the ANI. 

Thanks. Unfortunately, in the US it only shows the city/state of the phone number and not the ANI itself.

Hi,

We don't have any location or number type information in SIP headers, that might be different in other countries.

I'm guessing it just uses libphonenumber or similar to determine number type / area based on the ANI if available.

But testing this now it actually shows both number information and ani

Hi Marty,

I believe that in the Queue Activity Detail view it will either display the external contact details,  ff it cant match it to an external contact, it uses the SIP data provided from the carrier to look up location and type and if this isn't provided then it displays the number.

Based on that, I think that it may have changed due to the carrier providing more information.

I will try and get clarification on this, but I don't think this information can be changed

Good day,

At some point in the recent past, the Queue Activity view was changed to show the city/state of the phone number instead of the actual phone number.  Is there a way to revert to the phone number?  I have tried searching all over the community and help documentation and have not found anything about this.  Any thoughts?

Marty

Hi @Marty Hand, 

I suppose your Org is configured as BYOC. Correct? Based on what you have been explained here, it looks like the value in the Remote is the same as the value in ANI (hence, you think you are missing it). You can also check this in the Interactions Performance View by adding the "Remote" column to verify that the Remote is the same as the ANI. 

Thanks. Unfortunately, in the US it only shows the city/state of the phone number and not the ANI itself.

Hi,

We don't have any location or number type information in SIP headers, that might be different in other countries.

I'm guessing it just uses libphonenumber or similar to determine number type / area based on the ANI if available.

But testing this now it actually shows both number information and ani

Hi Marty,

I believe that in the Queue Activity Detail view it will either display the external contact details,  ff it cant match it to an external contact, it uses the SIP data provided from the carrier to look up location and type and if this isn't provided then it displays the number.

Based on that, I think that it may have changed due to the carrier providing more information.

I will try and get clarification on this, but I don't think this information can be changed

Good day,

At some point in the recent past, the Queue Activity view was changed to show the city/state of the phone number instead of the actual phone number.  Is there a way to revert to the phone number?  I have tried searching all over the community and help documentation and have not found anything about this.  Any thoughts?

Marty

Hi Marty,

I believe that in the Queue Activity Detail view it will either display the external contact details,  ff it cant match it to an external contact, it uses the SIP data provided from the carrier to look up location and type and if this isn't provided then it displays the number.

Based on that, I think that it may have changed due to the carrier providing more information.

I will try and get clarification on this, but I don't think this information can be changed

Good day,

At some point in the recent past, the Queue Activity view was changed to show the city/state of the phone number instead of the actual phone number.  Is there a way to revert to the phone number?  I have tried searching all over the community and help documentation and have not found anything about this.  Any thoughts?

Marty

The calls coming from US numbers show the name of the caller with phone# in Queue Activity view, is the concern here only for international inbound calls ?

Hi Marty,

I believe that in the Queue Activity Detail view it will either display the external contact details,  ff it cant match it to an external contact, it uses the SIP data provided from the carrier to look up location and type and if this isn't provided then it displays the number.

Based on that, I think that it may have changed due to the carrier providing more information.

I will try and get clarification on this, but I don't think this information can be changed

Good day,

At some point in the recent past, the Queue Activity view was changed to show the city/state of the phone number instead of the actual phone number.  Is there a way to revert to the phone number?  I have tried searching all over the community and help documentation and have not found anything about this.  Any thoughts?

Marty

The calls coming from US numbers show the name of the caller with phone# in Queue Activity view, is the concern here only for international inbound calls ?

Hi Marty,

I believe that in the Queue Activity Detail view it will either display the external contact details,  ff it cant match it to an external contact, it uses the SIP data provided from the carrier to look up location and type and if this isn't provided then it displays the number.

Based on that, I think that it may have changed due to the carrier providing more information.

I will try and get clarification on this, but I don't think this information can be changed

Good day,

At some point in the recent past, the Queue Activity view was changed to show the city/state of the phone number instead of the actual phone number.  Is there a way to revert to the phone number?  I have tried searching all over the community and help documentation and have not found anything about this.  Any thoughts?

Marty

The calls coming from US numbers show the name of the caller with phone# in Queue Activity view, is the concern here only for international inbound calls ?

Hi Marty,

I believe that in the Queue Activity Detail view it will either display the external contact details,  ff it cant match it to an external contact, it uses the SIP data provided from the carrier to look up location and type and if this isn't provided then it displays the number.

Based on that, I think that it may have changed due to the carrier providing more information.

I will try and get clarification on this, but I don't think this information can be changed

Good day,

At some point in the recent past, the Queue Activity view was changed to show the city/state of the phone number instead of the actual phone number.  Is there a way to revert to the phone number?  I have tried searching all over the community and help documentation and have not found anything about this.  Any thoughts?

Marty

Good day,

At some point in the recent past, the Queue Activity view was changed to show the city/state of the phone number instead of the actual phone number.  Is there a way to revert to the phone number?  I have tried searching all over the community and help documentation and have not found anything about this.  Any thoughts?

Marty

Hey Marty,

Is it all media types? I'm seeing regular inbound numbers fine, but callbacks just show the name like you mentioned:

Good day,

At some point in the recent past, the Queue Activity view was changed to show the city/state of the phone number instead of the actual phone number.  Is there a way to revert to the phone number?  I have tried searching all over the community and help documentation and have not found anything about this.  Any thoughts?

Marty

Hey Marty,

Is it all media types? I'm seeing regular inbound numbers fine, but callbacks just show the name like you mentioned:

Good day,

At some point in the recent past, the Queue Activity view was changed to show the city/state of the phone number instead of the actual phone number.  Is there a way to revert to the phone number?  I have tried searching all over the community and help documentation and have not found anything about this.  Any thoughts?

Marty

Good day,

At some point in the recent past, the Queue Activity view was changed to show the city/state of the phone number instead of the actual phone number.  Is there a way to revert to the phone number?  I have tried searching all over the community and help documentation and have not found anything about this.  Any thoughts?

Marty

#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#Unsure/Other

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Marty Hand
CTO
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