Display phone number on Incoming Calls

[JavierVRT]

Hi,

When I receive an Incoming call in Genesys PureCloud Web App, it displays phone number in a lot of places.

But when it happens in Embeded Framework or Chrome Extension, it displays it nowhere.

Please, Is there any way to display phone number of Incoming Call?

Thanks.

[JavierVRT]

Can I please get a response on this?

Thanks.

[Jerome.Saint-Marc]

Hello,

You can define the attributes that appear on interactions in the client through the "display" configuration object.

display is part of the settings.

Regards,

[JavierVRT]

Hi again,

I'm trying to make it work, but it doesn't display phone number.

First, I configure framework.js as it says: settings

Then, I upload it into my Private Genesys Cloud Embeddable Framework Integration.

But it just displays conversationId, not phone number.

I added "call.CalledNumber" and it displays too the phone number I'm calling to, but not the phone number I'm calling from.

Is there any way to display calling phone number?

thanks.

[Jerome.Saint-Marc]

You can refer to this to understand possible values for display and their meaning.
For calling number: Call.Ani

[JavierVRT]

I'm displaying Call.Ani value, but it is "Interno" (Internal)

Debugging, I've found that event returns this value in "ani" property too.

{
    "type": "interactionSubscription",
    "data": {
        "category": "change",
        "interaction": {
            "old": {
                [...]
                "ani": "Interno",
                [...]
            },
            "new": {
                [...]
                "ani": "Interno",
                [...]
            }
        }
    }
}

Why is Embed Framework displaying this value instead the phone number? How can I change it to display phone number?

[Jerome.Saint-Marc]

Hello,

You are calling from an internal phone.
Phones (WebRTC phones, ...) don't have a number. They have a sip address. And apparently Embeddable Framework replaces this with "internal" in this case.

If you make a call from an outside phone (not configured in Genesys Cloud) to Genesys Cloud, the ANI should get displayed properly.
For your internal resource, you can display the name of the internal user with Call.RemoteName

Regards,

[JavierVRT]

Hi,

All my tests and attached captures have been made with an outside movile phone, it can't be the reason for that "Internal" value.

I've tested with almost all Interaction Atributes activated and outside phone was not displayed, just the called one and its queue name. Call.RemoteName displays the following text: "Mobile Number, Spain"

Remind that outside phone is displayed un PureCloud Web App, this problem just happens with embeded softphone.

I attach a capture with an incoming call in both, purecloud and embeded softphone, at same time and how purecloud displays outside phone (the censored numbers near prefix +34)

And this is the display configuration in my framework.js

      display: {
        interactionDetails: {
            call: [
                "call.Ani",
				"call.CalledNumber",
                "call.ConversationId",
                "call.QueueName",
				"call.RemoteName",
				"call.State",
				"call.UUIData",
				"email.Subject",
				"framework.AfterCallTime",
				"framework.CallDuration",
				"framework.CallTimeElapsed",
				"framework.ConnectedTime",
				"framework.DisconnectedTime",
				"framework.DisplayAddress",
				"framework.ParticipantId",
				"framework.WrapUpCode",
				"interaction.HoldTime",
				"interaction.ParticipantPurpose",
				"interaction.StartTime",
				"interaction.TotalAcdTime",
				"interaction.TotalIvrTime",
				"interaction.Url",
				"message.Type",
				"message.Username",
				"message.UserId",
				"outboundDialing.ContactId",
				"outboundDialing.ContactListId",
				"outboundDialing.CampaignId"
           ]
        }
      }

Please, What can be the reason of this?

Thanks.

[Jerome.Saint-Marc]

I would suggest to open a ticket with Genesys Cloud Customer Care.

We do not have access and can't investigate customer data via the forum. Support/Care can.

As info was blurred, I can't say if this is what is causing your problem. But your ani (SIP From) seems to contain a phone-context additional parameter at the end. This is maybe what is causing issues to embeddable framework.

Regards,