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.
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.
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.
