Genesys Cloud - Main

HI,

I have implemented the integration of Client in-house CRM system to use as a pop-up screen to the agents to show customer information. I can bring the pop-up screen up with CRM page but the problem is Number format. Whenever a customer calls to the call centre pop-up screen link shows "tel:5XXXXXXXX" as number format which will not be recognised in the Client backend CRM system.

I need to change from "tel:5XXXXXXXXXX" to "05XXXXXXXX".


I was using UPDATE DATA Variable to change the number format while landing the call in the queue but it seems it doesn't work. I have attached a video showing the same what I explained.
#Integrations

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Mohammad
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What I have done, which might help in your scenario, is to create a Flow variable to pass to the script instead of using the built-in Call.ANI and create a custom variable in the script to receive it.

For example, I created Flow.scriptANI and used an Update Data action in the Architect Task to assign the format desired using Replace():

Replace(ToString(Call.Ani),"tel:","0")

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Hi George,

Thanks for your reply,

I have tried as you mentioned but could not succeded. I am attaching the screenshot 

------------------------------
Mohammad
------------------------------

Original Message:
Sent: 10-13-2019 15:36
From: George Ganahl
Subject: Pop-up screen number format change

What I have done, which might help in your scenario, is to create a Flow variable to pass to the script instead of using the built-in Call.ANI and create a custom variable in the script to receive it.

For example, I created Flow.scriptANI and used an Update Data action in the Architect Task to assign the format desired using Replace():

Replace(ToString(Call.Ani),"tel:","0")

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Hi George,

Is there anything that I can work on Scripter?

Regards

------------------------------
Mohammad
------------------------------

Original Message:
Sent: 10-14-2019 02:46
From: Mohammad Khaleel
Subject: Pop-up screen number format change

Hi George,

Thanks for your reply,

I have tried as you mentioned but could not succeded. I am attaching the screenshot 

------------------------------
Mohammad
------------------------------


Original Message:
Sent: 10-13-2019 15:36
From: George Ganahl
Subject: Pop-up screen number format change

What I have done, which might help in your scenario, is to create a Flow variable to pass to the script instead of using the built-in Call.ANI and create a custom variable in the script to receive it.

For example, I created Flow.scriptANI and used an Update Data action in the Architect Task to assign the format desired using Replace():

Replace(ToString(Call.Ani),"tel:","0")

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Hello Mohammad,

You can create dynamic variable: the string of dynamic type with value: 0 + slice({{Scripter.Customer Formatted Number}},5).

------------------------------
Wojciech Dzikowski
CGI ISMC Polska Sp. z o.o.
------------------------------

Original Message:
Sent: 10-15-2019 06:30
From: Mohammad Khaleel
Subject: Pop-up screen number format change

Hi George,

Is there anything that I can work on Scripter?

Regards

------------------------------
Mohammad
------------------------------


Original Message:
Sent: 10-14-2019 02:46
From: Mohammad Khaleel
Subject: Pop-up screen number format change

Hi George,

Thanks for your reply,

I have tried as you mentioned but could not succeded. I am attaching the screenshot 

------------------------------
Mohammad


Original Message:
Sent: 10-13-2019 15:36
From: George Ganahl
Subject: Pop-up screen number format change

What I have done, which might help in your scenario, is to create a Flow variable to pass to the script instead of using the built-in Call.ANI and create a custom variable in the script to receive it.

For example, I created Flow.scriptANI and used an Update Data action in the Architect Task to assign the format desired using Replace():

Replace(ToString(Call.Ani),"tel:","0")

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Also, I did a walk-thru of the solution I described for our PureCloud Q&A, so you should have a video in the next day or two in case that helps.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 10-15-2019 08:02
From: Wojciech Dzikowski
Subject: Pop-up screen number format change

Hello Mohammad,

You can create dynamic variable: the string of dynamic type with value: 0 + slice({{Scripter.Customer Formatted Number}},5).

------------------------------
Wojciech Dzikowski
CGI ISMC Polska Sp. z o.o.
------------------------------


Original Message:
Sent: 10-15-2019 06:30
From: Mohammad Khaleel
Subject: Pop-up screen number format change

Hi George,

Is there anything that I can work on Scripter?

Regards

------------------------------
Mohammad


Original Message:
Sent: 10-14-2019 02:46
From: Mohammad Khaleel
Subject: Pop-up screen number format change

Hi George,

Thanks for your reply,

I have tried as you mentioned but could not succeded. I am attaching the screenshot 

------------------------------
Mohammad


Original Message:
Sent: 10-13-2019 15:36
From: George Ganahl
Subject: Pop-up screen number format change

What I have done, which might help in your scenario, is to create a Flow variable to pass to the script instead of using the built-in Call.ANI and create a custom variable in the script to receive it.

For example, I created Flow.scriptANI and used an Update Data action in the Architect Task to assign the format desired using Replace():

Replace(ToString(Call.Ani),"tel:","0")

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Hi Mohammad,

Here is the PureCloud Q&A Episode George is referring to. :)

------------------------------
Cole Callahan
Genesys - Employees
Online Community Coordinator
------------------------------

Hi Cole Callahan,


Thanks for the Video link, 

Really that works for me. I feel happy that my question became a topic in the PureCloud Q&A Episode. Really that boost me to work in a more creative way.

@George Ganahl

Thanks a lot for your demo. it worked for me.​

Regards


------------------------------
Mohammad
------------------------------

Original Message:
Sent: 10-15-2019 14:08
From: Cole Callahan
Subject: Pop-up screen number format change

Hi Mohammad,

Here is the PureCloud Q&A Episode George is referring to. :)

------------------------------
Cole Callahan
Genesys - Employees
Online Community Coordinator
------------------------------

Great! You're welcome!

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 10-15-2019 18:14
From: Mohammad Khaleel
Subject: Pop-up screen number format change

Hi Cole Callahan,


Thanks for the Video link,

Really that works for me. I feel happy that my question became a topic in the PureCloud Q&A Episode. Really that boost me to work in a more creative way.

@George Ganahl

Thanks a lot for your demo. it worked for me.​

Regards


------------------------------
Mohammad
------------------------------


Original Message:
Sent: 10-15-2019 14:08
From: Cole Callahan
Subject: Pop-up screen number format change

Hi Mohammad,

Here is the PureCloud Q&A Episode George is referring to. :)

------------------------------
Cole Callahan
Genesys - Employees
Online Community Coordinator