Good afternoon, 

We are using the Set Participant data multiple ways in our Architect Flows.  One of them is to populate the interactions with an ANI that our CRM can grab for lookup and get matches.  This is a relatively simple storage of the ANI: "+1 (" + Substring(Call.Ani, 6, 3) + ") " + Substring(Call.Ani, 9, 3) + "-" + Substring(Call.Ani, 12, 4)

I am finding some calls that are transferred the call center don't have this tag.  Researching a bit on these calls, it appears they are transfers to a queue from another person in the organization, the calls originating DNIS is an end user in our system.  Is there a way to force calls directly to an agents DID to set participant data accordingly?  

Thanks in advance.

#ArchitectureandDesign
#Telephony

------------------------------
Joe Ulrich
Evolve Bank & Trust
------------------------------

Good afternoon, 

We are using the Set Participant data multiple ways in our Architect Flows.  One of them is to populate the interactions with an ANI that our CRM can grab for lookup and get matches.  This is a relatively simple storage of the ANI: "+1 (" + Substring(Call.Ani, 6, 3) + ") " + Substring(Call.Ani, 9, 3) + "-" + Substring(Call.Ani, 12, 4)

I am finding some calls that are transferred the call center don't have this tag.  Researching a bit on these calls, it appears they are transfers to a queue from another person in the organization, the calls originating DNIS is an end user in our system.  Is there a way to force calls directly to an agents DID to set participant data accordingly?  

Thanks in advance.

#ArchitectureandDesign
#Telephony

------------------------------
Joe Ulrich
Evolve Bank & Trust
------------------------------

How many agents in the contact center?

Good afternoon, 

We are using the Set Participant data multiple ways in our Architect Flows.  One of them is to populate the interactions with an ANI that our CRM can grab for lookup and get matches.  This is a relatively simple storage of the ANI: "+1 (" + Substring(Call.Ani, 6, 3) + ") " + Substring(Call.Ani, 9, 3) + "-" + Substring(Call.Ani, 12, 4)

I am finding some calls that are transferred the call center don't have this tag.  Researching a bit on these calls, it appears they are transfers to a queue from another person in the organization, the calls originating DNIS is an end user in our system.  Is there a way to force calls directly to an agents DID to set participant data accordingly?  

Thanks in advance.

#ArchitectureandDesign
#Telephony

------------------------------
Joe Ulrich
Evolve Bank & Trust
------------------------------

Thanks for the responses!  I have the A-team on this one!

RWC, That is a good note, I will look to make the appropriate changes per your recommendation!

GG, We have a relatively small contact center, only 15 agents currently, however we have a large contingent of Communicate users, which I believe is where the problem is. 

Several times a day, Communicate users will receive a call and transfer it to one of the contact center queues, which by-passes the in flow processing adding participant data to that interaction.  Is there a way to force all calls that come into our ORG to set participant data, no matter if the original DNIS was a DID tied to an agent?

I believe the correct answer here, would be to have agents transfer to the flow rather than a queue directly, but I am just trying to not re-train users on behavior if I can help it!

How many agents in the contact center?

Good afternoon, 

We are using the Set Participant data multiple ways in our Architect Flows.  One of them is to populate the interactions with an ANI that our CRM can grab for lookup and get matches.  This is a relatively simple storage of the ANI: "+1 (" + Substring(Call.Ani, 6, 3) + ") " + Substring(Call.Ani, 9, 3) + "-" + Substring(Call.Ani, 12, 4)

I am finding some calls that are transferred the call center don't have this tag.  Researching a bit on these calls, it appears they are transfers to a queue from another person in the organization, the calls originating DNIS is an end user in our system.  Is there a way to force calls directly to an agents DID to set participant data accordingly?  

Thanks in advance.

#ArchitectureandDesign
#Telephony

------------------------------
Joe Ulrich
Evolve Bank & Trust
------------------------------

Hmmm...

About the only two workarounds I can think of would be:

1. Use the Process Automation feature to monitor for a call conversation connected to a user based upon the v2.detail.events.conversation.{id}.user.start topic. Set up a Trigger which runs a Workflow to set the attribute(s) on the call. 
2. Use Data Tables to create a full mapping of DIDs to Users, and instead of assigning the DIDs to users directly have them all go through the Inbound Call Flow which would set the attributes, check the Data Table mapping for a DID that matches a Communicate user and transfer to that user, or continue on to the normal processing.

@Robert Wakefield-Carl I'm thinking you may have done something similar in the past?

Thanks for the responses!  I have the A-team on this one!

RWC, That is a good note, I will look to make the appropriate changes per your recommendation!

GG, We have a relatively small contact center, only 15 agents currently, however we have a large contingent of Communicate users, which I believe is where the problem is. 

Several times a day, Communicate users will receive a call and transfer it to one of the contact center queues, which by-passes the in flow processing adding participant data to that interaction.  Is there a way to force all calls that come into our ORG to set participant data, no matter if the original DNIS was a DID tied to an agent?

I believe the correct answer here, would be to have agents transfer to the flow rather than a queue directly, but I am just trying to not re-train users on behavior if I can help it!

How many agents in the contact center?

Good afternoon, 

We are using the Set Participant data multiple ways in our Architect Flows.  One of them is to populate the interactions with an ANI that our CRM can grab for lookup and get matches.  This is a relatively simple storage of the ANI: "+1 (" + Substring(Call.Ani, 6, 3) + ") " + Substring(Call.Ani, 9, 3) + "-" + Substring(Call.Ani, 12, 4)

I am finding some calls that are transferred the call center don't have this tag.  Researching a bit on these calls, it appears they are transfers to a queue from another person in the organization, the calls originating DNIS is an end user in our system.  Is there a way to force calls directly to an agents DID to set participant data accordingly?  

Thanks in advance.

#ArchitectureandDesign
#Telephony

------------------------------
Joe Ulrich
Evolve Bank & Trust
------------------------------

Interesting Ideas, I think the 1st option might be the most effective.

We would still like to outpulse the users DID when they make outbound calls, I think option 2 would prevent this?

Hmmm...

About the only two workarounds I can think of would be:

1. Use the Process Automation feature to monitor for a call conversation connected to a user based upon the v2.detail.events.conversation.{id}.user.start topic. Set up a Trigger which runs a Workflow to set the attribute(s) on the call. 
2. Use Data Tables to create a full mapping of DIDs to Users, and instead of assigning the DIDs to users directly have them all go through the Inbound Call Flow which would set the attributes, check the Data Table mapping for a DID that matches a Communicate user and transfer to that user, or continue on to the normal processing.

@Robert Wakefield-Carl I'm thinking you may have done something similar in the past?

Thanks for the responses!  I have the A-team on this one!

RWC, That is a good note, I will look to make the appropriate changes per your recommendation!

GG, We have a relatively small contact center, only 15 agents currently, however we have a large contingent of Communicate users, which I believe is where the problem is. 

Several times a day, Communicate users will receive a call and transfer it to one of the contact center queues, which by-passes the in flow processing adding participant data to that interaction.  Is there a way to force all calls that come into our ORG to set participant data, no matter if the original DNIS was a DID tied to an agent?

I believe the correct answer here, would be to have agents transfer to the flow rather than a queue directly, but I am just trying to not re-train users on behavior if I can help it!

How many agents in the contact center?

Good afternoon, 

We are using the Set Participant data multiple ways in our Architect Flows.  One of them is to populate the interactions with an ANI that our CRM can grab for lookup and get matches.  This is a relatively simple storage of the ANI: "+1 (" + Substring(Call.Ani, 6, 3) + ") " + Substring(Call.Ani, 9, 3) + "-" + Substring(Call.Ani, 12, 4)

I am finding some calls that are transferred the call center don't have this tag.  Researching a bit on these calls, it appears they are transfers to a queue from another person in the organization, the calls originating DNIS is an end user in our system.  Is there a way to force calls directly to an agents DID to set participant data accordingly?  

Thanks in advance.

#ArchitectureandDesign
#Telephony

------------------------------
Joe Ulrich
Evolve Bank & Trust
------------------------------

Correct, option 2 would prevent that

Interesting Ideas, I think the 1st option might be the most effective.

We would still like to outpulse the users DID when they make outbound calls, I think option 2 would prevent this?

Hmmm...

About the only two workarounds I can think of would be:

1. Use the Process Automation feature to monitor for a call conversation connected to a user based upon the v2.detail.events.conversation.{id}.user.start topic. Set up a Trigger which runs a Workflow to set the attribute(s) on the call. 
2. Use Data Tables to create a full mapping of DIDs to Users, and instead of assigning the DIDs to users directly have them all go through the Inbound Call Flow which would set the attributes, check the Data Table mapping for a DID that matches a Communicate user and transfer to that user, or continue on to the normal processing.

@Robert Wakefield-Carl I'm thinking you may have done something similar in the past?

Thanks for the responses!  I have the A-team on this one!

RWC, That is a good note, I will look to make the appropriate changes per your recommendation!

GG, We have a relatively small contact center, only 15 agents currently, however we have a large contingent of Communicate users, which I believe is where the problem is. 

Several times a day, Communicate users will receive a call and transfer it to one of the contact center queues, which by-passes the in flow processing adding participant data to that interaction.  Is there a way to force all calls that come into our ORG to set participant data, no matter if the original DNIS was a DID tied to an agent?

I believe the correct answer here, would be to have agents transfer to the flow rather than a queue directly, but I am just trying to not re-train users on behavior if I can help it!

How many agents in the contact center?

Good afternoon, 

We are using the Set Participant data multiple ways in our Architect Flows.  One of them is to populate the interactions with an ANI that our CRM can grab for lookup and get matches.  This is a relatively simple storage of the ANI: "+1 (" + Substring(Call.Ani, 6, 3) + ") " + Substring(Call.Ani, 9, 3) + "-" + Substring(Call.Ani, 12, 4)

I am finding some calls that are transferred the call center don't have this tag.  Researching a bit on these calls, it appears they are transfers to a queue from another person in the organization, the calls originating DNIS is an end user in our system.  Is there a way to force calls directly to an agents DID to set participant data accordingly?  

Thanks in advance.

#ArchitectureandDesign
#Telephony

------------------------------
Joe Ulrich
Evolve Bank & Trust
------------------------------

@Joe Ulrich  @George Ganahl 
Check this thread for option -2 to send User DID when they make outbound calls.
https://community.genesys.com/discussion/did-numbers-cli#bm8c467b8d-57cc-4d10-a627-01879d7b1f2d

Correct, option 2 would prevent that

Interesting Ideas, I think the 1st option might be the most effective.

We would still like to outpulse the users DID when they make outbound calls, I think option 2 would prevent this?

Hmmm...

About the only two workarounds I can think of would be:

1. Use the Process Automation feature to monitor for a call conversation connected to a user based upon the v2.detail.events.conversation.{id}.user.start topic. Set up a Trigger which runs a Workflow to set the attribute(s) on the call. 
2. Use Data Tables to create a full mapping of DIDs to Users, and instead of assigning the DIDs to users directly have them all go through the Inbound Call Flow which would set the attributes, check the Data Table mapping for a DID that matches a Communicate user and transfer to that user, or continue on to the normal processing.

@Robert Wakefield-Carl I'm thinking you may have done something similar in the past?

Thanks for the responses!  I have the A-team on this one!

RWC, That is a good note, I will look to make the appropriate changes per your recommendation!

GG, We have a relatively small contact center, only 15 agents currently, however we have a large contingent of Communicate users, which I believe is where the problem is. 

Several times a day, Communicate users will receive a call and transfer it to one of the contact center queues, which by-passes the in flow processing adding participant data to that interaction.  Is there a way to force all calls that come into our ORG to set participant data, no matter if the original DNIS was a DID tied to an agent?

I believe the correct answer here, would be to have agents transfer to the flow rather than a queue directly, but I am just trying to not re-train users on behavior if I can help it!

How many agents in the contact center?

Good afternoon, 

We are using the Set Participant data multiple ways in our Architect Flows.  One of them is to populate the interactions with an ANI that our CRM can grab for lookup and get matches.  This is a relatively simple storage of the ANI: "+1 (" + Substring(Call.Ani, 6, 3) + ") " + Substring(Call.Ani, 9, 3) + "-" + Substring(Call.Ani, 12, 4)

I am finding some calls that are transferred the call center don't have this tag.  Researching a bit on these calls, it appears they are transfers to a queue from another person in the organization, the calls originating DNIS is an end user in our system.  Is there a way to force calls directly to an agents DID to set participant data accordingly?  

Thanks in advance.

#ArchitectureandDesign
#Telephony

------------------------------
Joe Ulrich
Evolve Bank & Trust
------------------------------