Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on September 11, 2007, 04:17:43 AM

Title: Can you set ANI if it is not there?
Post by: victor on September 11, 2007, 04:17:43 AM

Hi,

we have a lot of calls where ANI is not being displayed, so we ask callers to enter it. Once they enter is, we add it as an attached data. I was wondering if there is a way to set ANI using URS for inbound calls. Any ideas?

Best regards,
vic

Title: Re: Can you set ANI if it is not there?
Post by: René on September 11, 2007, 06:07:20 AM

Hi Vic,

TServer receives ANI from the switch and shouldn't change that value. Theoretically it would be possible if CTI link does support that operation (change of ANI) but I've never heard about such possibility.

René

Title: Re: Can you set ANI if it is not there?
Post by: victor on September 11, 2007, 08:50:48 AM

Well, I wonder if this is something that can be done via URS, because it would be a priceless feature for those times when AttributeANI is missing or is empty. In most cases, you end up developing two different systems - one that depends on ANI to opeprate and the other which depends on some attribute key. I definitely think this is something that all of us can benefit from.

Title: Re: Can you set ANI if it is not there?
Post by: cavagnaro on September 11, 2007, 02:45:42 PM

And what about Orig? I once had that problem too and found the data on Orig

Title: Re: Can you set ANI if it is not there?
Post by: Adam G. on September 11, 2007, 03:24:57 PM

I always create a variable in the routing strategy and assign it, in a function,the call's ANI -> var_ani=ANI[].

As it is a variable you can modify as you wish (modify it, insert a value if it doesn't exist, etc). So if anything in the strategy needs the ANI, I use var_ani. Usually I attach the variable as User Data for good measure.

Hope it helps.

Pavel

Title: Re: Can you set ANI if it is not there?
Post by: victor on September 12, 2007, 03:43:09 AM

Pavel,

yeah, that works, but for better or for worse usually CRM packages are taught to look at AttributeANI.... and if it is empty, we will need to start looking at other options...

I want to change ANI associated with the call. It should be possible...

Title: Re: Can you set ANI if it is not there?
Post by: cavagnaro on September 12, 2007, 12:26:00 PM

Victor,
If you have the ANI empty on URS strategy you can try to use Orig[] and assign it to a variable.

Title: Re: Can you set ANI if it is not there?
Post by: victor on September 12, 2007, 12:52:46 PM

Cavagnaro,

good thinking, but I need to set AttributeANI value, because softphone was designed to look at AttributeANI parameter and not attach-data.

Best regards,
vic

Title: Re: Can you set ANI if it is not there?
Post by: cavagnaro on September 12, 2007, 05:49:08 PM

According to many tickets of Genesys it's impossible to update it. What they recommend to do is to:
1. Request the feature to the Telco
2. Attach the data as a KVP

:-[