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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: raza990 on August 02, 2016, 06:42:25 AM

Title: ANI VS EXTENSION
Post by: raza990 on August 02, 2016, 06:42:25 AM

[b]Hi All,[/b]

We are facing an issue where customer calls from internet/VoIP channel to call our Call Center, and ANI comes as four digits like "4049". Call behaviour is same like other calls except recording in GQM because we do have agent extension "4049" same as ANI number - So I believe that due to same number of ANI, Genesys assume the calls is DialOut by "4049" as I can see in logs EventDialling and treat as internal call so in GQM we have very less  attach data like we do have with internal dialled calls.

As far as I know, Genesys match the internal objects with incoming DNIS and route the call accordingly BUT do genesys also match ANI with internal objects ?

Based on scenario we observed that Genesys matches ANI with extension which makes the system confuse and system assume that its internal call and effecting reporting and GQM data.

Kindly advice on my understanding.

Title: Re: ANI VS EXTENSION
Post by: Fra on August 02, 2016, 07:05:18 AM

[quote author=raza990 link=topic=9766.msg44255#msg44255 date=1470120145]
[b]Hi All,[/b]
As far as I know, Genesys match the internal objects with incoming DNIS and route the call accordingly BUT do genesys also match ANI with internal objects ?
[/quote]

Especially if you're using SIP Server, yes it does (it tries to match the From of the incoming INVITE with the extensions defined in CME).

Fra

Title: Re: ANI VS EXTENSION
Post by: raza990 on August 02, 2016, 07:08:56 AM

Thanks FRA for your feedback.

Yes, We are usnig SIP Server - So thats means my understanding is correct that Genesys match ANI with internal objetcs? Right ?

Is there any doscumentation or KB article you know where this statement is mentioned or information is there, as we need to collect evidences in order show Management.

Title: Re: ANI VS EXTENSION
Post by: Fra on August 02, 2016, 08:32:18 AM

Tech Tutorial #81, slide 27.
https://genesyspartner.force.com/customercare/pkb_Home?id=kADU00000008OOr

Title: Re: ANI VS EXTENSION
Post by: raza990 on August 02, 2016, 09:27:32 AM

Thanks Fra for the reference  :)

Is there any Genesys paremter/Option to fix this that do not check internal objects from incoming INVITE FROM header ? Or it is a system design which can't be change via paramter/setting ?

If it is system design then we can update ANI from gateway level like to put "00" with ANI so it will not match with internal objects or update ANI on routing strategy level or IVR code level.

PLease advice.

Title: Re: ANI VS EXTENSION
Post by: Fra on August 02, 2016, 09:42:50 AM

As far as I know, this is dictated by SIP Server internal logic, hence you cannot change it.

Title: Re: ANI VS EXTENSION
Post by: raza990 on August 02, 2016, 10:56:27 AM

so the only is to update ANI with "00" in start at gaetway level .. // ?

Title: Re: ANI VS EXTENSION
Post by: n3vek7 on August 02, 2016, 08:36:15 PM

Yep, in your GW dial plan, change the ANI, so SIP Server won't match it to his internal objects.