Genesys Cloud - Main

Hi All

Does anyone know if it is possible to collect called number information of an external number which a Customer initially called before being forwarded ( by an external system) to an assigned DID in Genesys 

Basically, we have known Customer facing numbers which we do not want to change or port and instead will arrange to forward to a single DID in Genesys.  We want however  when  forwarding multiple external numbers to a single Genesys DID to be able to make decisions on where to route calls based on which intermediary number was actually dialled by the Calling party.

I can see in an interaction JSON file, the Calling Party maps to the ANI / "fromUser" and the Genesys DID is listed as the DNIS "toUser"

Presuming that the intermediary number info is preserved in the path somewhere, just looking to see if I can find that info anywhere?

If not,  any other ideas how to approach this without having to purchase additional DIDs for one to one mapping specifically ?

e.g:


Many thanks for any help in advance

Joe
#ArchitectureandDesign

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Joe keenan
Zimmer, Inc.
GCA-GC
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Hi Joe,

Multiple DIDs for the one on one mapping seem to be the only option.

When the call reach Genesys Cloud the intermediate number is passed in the diversion header, but Architect cannot access this information.



Original Message:
Sent: 03-23-2022 13:14
From: Joe keenan
Subject: DNIS Forwards to DIDs in Genesys

Hi All

Does anyone know if it is possible to collect called number information of an external number which a Customer initially called before being forwarded ( by an external system) to an assigned DID in Genesys

Basically, we have known Customer facing numbers which we do not want to change or port and instead will arrange to forward to a single DID in Genesys.  We want however  when  forwarding multiple external numbers to a single Genesys DID to be able to make decisions on where to route calls based on which intermediary number was actually dialled by the Calling party.

I can see in an interaction JSON file, the Calling Party maps to the ANI / "fromUser" and the Genesys DID is listed as the DNIS "toUser"

Presuming that the intermediary number info is preserved in the path somewhere, just looking to see if I can find that info anywhere?

If not,  any other ideas how to approach this without having to purchase additional DIDs for one to one mapping specifically ?

e.g:


Many thanks for any help in advance

Joe
#ArchitectureandDesign

------------------------------
Joe keenan
Zimmer, Inc.
GCA-GC
------------------------------

For any future interest, the data from the diversion header can now be accessed via https://help.mypurecloud.com/articles/get-sip-headers-action/#:~:text=Use%20the%20Get%20SIP%20Headers,location%20in%20the%20task%20editor.

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Georgy Rudnev
Technical Account Manager
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Original Message:
Sent: 05-29-2022 06:05
From: Paulo Mesquita do not use
Subject: DNIS Forwards to DIDs in Genesys

Hi Joe,

Multiple DIDs for the one on one mapping seem to be the only option.

When the call reach Genesys Cloud the intermediate number is passed in the diversion header, but Architect cannot access this information.



Original Message:
Sent: 03-23-2022 13:14
From: Joe keenan
Subject: DNIS Forwards to DIDs in Genesys

Hi All

Does anyone know if it is possible to collect called number information of an external number which a Customer initially called before being forwarded ( by an external system) to an assigned DID in Genesys

Basically, we have known Customer facing numbers which we do not want to change or port and instead will arrange to forward to a single DID in Genesys.  We want however  when  forwarding multiple external numbers to a single Genesys DID to be able to make decisions on where to route calls based on which intermediary number was actually dialled by the Calling party.

I can see in an interaction JSON file, the Calling Party maps to the ANI / "fromUser" and the Genesys DID is listed as the DNIS "toUser"

Presuming that the intermediary number info is preserved in the path somewhere, just looking to see if I can find that info anywhere?

If not,  any other ideas how to approach this without having to purchase additional DIDs for one to one mapping specifically ?

e.g:


Many thanks for any help in advance

Joe
#ArchitectureandDesign

------------------------------
Joe keenan
Zimmer, Inc.
GCA-GC
------------------------------

Hi Joe

How "external" is that other initial system?  If it's on the other side of the PSTN then there's not much if anything you can do.  If it's something between two systems you own and you have some control over the path it takes, you might be able to get creative and have your SIP engineers copy information into a UUI data header before the call is passed through to Genesys Cloud.

------------------------------
Vaun McCarthy
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Original Message:
Sent: 03-23-2022 13:14
From: Joe keenan
Subject: DNIS Forwards to DIDs in Genesys

Hi All

Does anyone know if it is possible to collect called number information of an external number which a Customer initially called before being forwarded ( by an external system) to an assigned DID in Genesys

Basically, we have known Customer facing numbers which we do not want to change or port and instead will arrange to forward to a single DID in Genesys.  We want however  when  forwarding multiple external numbers to a single Genesys DID to be able to make decisions on where to route calls based on which intermediary number was actually dialled by the Calling party.

I can see in an interaction JSON file, the Calling Party maps to the ANI / "fromUser" and the Genesys DID is listed as the DNIS "toUser"

Presuming that the intermediary number info is preserved in the path somewhere, just looking to see if I can find that info anywhere?

If not,  any other ideas how to approach this without having to purchase additional DIDs for one to one mapping specifically ?

e.g:


Many thanks for any help in advance

Joe
#ArchitectureandDesign

------------------------------
Joe keenan
Zimmer, Inc.
GCA-GC
------------------------------