Hi!
My company has a number that customers call and that number redirects to another in which a bot asks what their problem is and based on the answer, redirects to a DID or another from Genesys. The problem is that when the call comes through that number, in the ANI column in the report it says SIP Device. When I call the Genesys DID directly, it shows the ANI correctly.
Hovering over the SIP Device legend, it says this:
Is it a problem with the telephone operator that is sending the wrong ANI or could it be some Genesys configuration?
For example, the caller’s telephone number (Call.Ani) does not persist if the interaction is transferred to another call flow. However, if the information is stored into participant data, it can be accessed by subsequent call flows.
Hi Eos!
Thanks for your answer.
Calls are not transferred within Genesys, rather it goes like this:
My client has configured for a person to call the number eg. 222333444, that call is transferred (in another system of my client) to the number eg. 555666777 and there they have a bot configured that, depending on the option the person chooses, redirects them to different Genesys numbers (DID), and that's when the call arrives to the platform.
Do you understand what I explained? It's a little confusing
There's nothing that can be done about that from the Genesys end. Your client's external system is using SIP to transfer and not passing the original ANI. That's entirely on the 3rd party system as to whether or not they're transparent to the process. At the very least if they can't be transparent they'd have to be passing the data via CTI or UUI for you to do anything about in Genesys. As designed it's the equivalent of your customer driving to a bus station, parking, taking a bus to the airport to fly to another city and you wanting their original license plate from the airline.
In this scenario you have two ways to retain the ANI. In the initial flow where the call first enters your Genesys platform
1.) Set the ANI to variable in the Participant data.
2.) Create an Attribute such as Caller.ANI Assign the attribute the value of the callers ANI.
In either of these ways you have the ANI for the life of the interaction.
Hi MEP!
Thanks for your answer.
Today I contacted the telephone operator and it was a problem of how they sent the information, as @Eos_Rios said. It has already been solved
