Attached Data to ANI customer inbound call

Hi everyone,

I have an issue that is being hard to solve.

Is there any way to change the ANI customer inbound call and be prompted to the agent BEFORE answering the call? Previously to send the phone call to an agent, there’s a IVR asking whether to be answered in one language or an other. The result of this question is send within the phone call data but it can only be seen once the agent has answered the call.

Is there any way to change the ANI adding a prefix describing the language to be answered with according to the attached data of the phone call? For example: CAST934444444 or CAT934444444?

Thanks!

No, question has been answered many many times. ANI can’t be changed, what you can do it attach a new KVP with the value you want it to be and use that KVP instead of ANI

Hi GenesysBCN,

As wrote by Cav, it is not possible to change ANI. I would recommend you focusing on your agent desktop application (CTI softphone) as User Data are part of EventRinging so it’s possible to display data - key attached by IVR - when call rings on agent’s phone/desktop.

R.