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Using Call.Ani to query prior customer interactions in architect inbound call flows

  • 1.  Using Call.Ani to query prior customer interactions in architect inbound call flows

    Posted 5 days ago

    I am trying to build into an Architect Inbound Call Flow a lookup of the current call ANI against past interactions (last week, month, etc) to change the call handling for the repeat caller. The thought is that we could be more proactive in helping frequent callers.

    Has anyone built something like this for their Genesys Cloud implementation?


    #ArchitectandDesign
    #Telephony

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    [Vaden] [Green]
    [Oregon Health & Sciences University]
    [Unified Communications Engineer]
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  • 2.  RE: Using Call.Ani to query prior customer interactions in architect inbound call flows
    Best Answer

    Posted 5 days ago
    Edited by Cameron Tomlin 4 days ago

    Hi Vaden

    One possible approach would be to use the caller ANI in an Architect flow and call a Data Action that queries the Analytics Conversations API for interactions within a defined time window (e.g., last 7 or 30 days). The result could then be evaluated in the flow to determine whether the caller is a repeat caller and adjust routing or messaging accordingly.

    Another option could be to maintain a lightweight lookup (database or data table) where the ANI and interaction counts are updated after each call, allowing the inbound flow to quickly check if the caller has contacted the centre frequently.

    Hope this helps.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


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