Genesys Cloud - Main

Hi, Wondering if anyone has done this.  Looking to build a flow where it routes based on the caller's ANI.  Example, when a call comes in from a specific ANI (looking to set up for only one ANI), we want that caller to route to a different path than all other callers.  Looking for ideas as to how to build the flow defining that specific participant data / ANI so it can route appropriately?  Thank you
#ArchitectureandDesign
#Routing(ACD/IVR)

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Lisa
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Architect has a built-in variable Call.Ani.  You can make decisions based on that.

Call.Ani is a string, so it's a good idea to cast that to a phone number data type and use the e164 or subscriberNumber portion.
Read https://help.mypurecloud.com/articles/about-the-phone-number-data-type/ and expand all the sections

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Melissa Bailey
Genesys - Employees
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Hi Lisa

To build on Melissa's comment... once you have the ani set as a variable, you can then refer to another data source to match it. 

Easiest thing would be to use a data table, with the ani set as the key value for the row. The call.ani value will be in the format of tel:+12025551212, so you'd want to use that format in your table when doing the lookup. 

From there you can return various attributes like skill or queue, or perhaps a boolean that indicates some value like "known customer" or "vip" etc...

We use a variant of this quite a bit for language assignments based on originating calling party country code (as opposed to the specific number): 




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Dean Thames
Koch Business Solutions
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