We are trying to identify an agent who is calling into the Architect by their mobile number.
Every user in the system that has a company phone has a default phone assigned to them. That contains their mobile number.
But in order to see who a phone number belongs to we would need the phone details.
Is there a way to find a station based on their details?
Otherwise we would need to add the phone number to their Contact Information on the users profile "Person details" and see if we can find it that way. The trouble with that is we would need to add a extension as well, to act like a dummy "Primary Voice" number. As Genesys Cloud does not allow adding a number without having a primary voice. And it tends to mess with your calls when you have a primary voice enabled. And even then it might not be possible to find a user that way either forcing us to use a table. Any ideas how could do this?
I don't have a lots of experience on the different phone settings - I mean I am usually using a WebRTC phone (and tried the Remote Phone a few times).
So to clarify first: "Every user in the system that has a company phone has a default phone assigned to them. That contains their mobile number."
What do you mean/what type of phones (in the Genesys Cloud configuration)?
If you mean a phone, leveraging the GenesysCloud/PureCloud Remote Base Settings, and with a remote address set to the mobile number, it is unfortunately not possible to find the phone using the mobile number as search criteria (as far as I know) [and then from the phone finding the user...].
With a phone of Remote Base Settings type, the number is stored at the line level. And you can only get all lines (paging), get the line by id, or search the line by its name.
"Otherwise we would need to add the phone number to their Contact Information on the users profile "Person details" and see if we can find it that way."
Yes, you would be able to find the user.
I understand this can have side effects in your environment but in case you figure out how to avoid them, here is some information.
As a matter of fact, if you define the mobile number in the Person Details as Work Phone, Work Phone 2, Cell Phone (these are the ones I tried - it possibly work as well with the other), you would not need to "search" the user by his number.
When the user calls in to Genesys Cloud, from his mobile phone, he will be automatically identified by GC (as the ANI/CLI of the call will match the number you have set as Work Phone, Work Phone 2, Cell Phone, ...).
You would then need to create a Genesys Cloud Data Action that makes a request to the Conversation API to get the conversation context by id or that makes a request to the Analytics API to get the conversation details by id and that you could invoke from your Architect flow.
In the response, you can then look for the participant with purpose = customer or external. You can use a JSONPath expression in your Data Action Response configuration to make this search - similar to what is described in this other post.
If this customer's participant entity corresponds to an internal user (matching mobile number of the caller with Person Details), it will contain a userId attribute - that corresponds to the id of your user. If the customer's participant does not have a number which matches Person Details of a Genesys Cloud user, then the userId attribute will not present in the structure.
Greetings Jerome,
Yes we gave every user a default phone. That would be their mobile configured with the default base settings of a remote station.
Judging from your explanation it will be worth to have a look at the profile. It might result in a couple of request send to Genesys Cloud but at least we won't have to search every remote station in the system.
Thanks for the info (very useful) I will start trying this out. If I come across something interesting I will post it here.