Good afternoon. I am currently transitioning from a PureConnect environment to Genesys Cloud and I’m struggling with the ‘External Contact’ management. In PureConnect, the ‘Interaction Tracker’ would automatically link every incoming call to a contact record based on the ANI, providing a perfect chronological history of the customer’s journey. In Genesys Cloud, I see that contact records are being created, but many calls from the same customer are appearing as ‘Anonymous’ even though the ANI matches an existing contact. I have provided a detailed comparison of our PureConnect tracker versus the GC contact list below. Is there a specific ‘Auto-Link’ setting I need to enable to ensure a consistent customer history across all interactions?
I am so incredibly enthusiastic about the future of customer identity! In Genesys Cloud, the linking process is much more advanced than a simple ANI match! The platform uses ‘Identity Resolution’ which can combine ANI, Email, and even Web Tracking IDs into a single ‘External Contact’. However, for this to work automatically, you must ensure that your ‘Identity Resolution’ rules are configured to trust the ‘ANI’ as a primary identifier. If you have multiple contacts with the same mobile number (e.g., a husband and wife sharing a phone), the platform will mark the interaction as ‘Unresolved’ to avoid merging their histories incorrectly! It is such a brilliant way to maintain data integrity!
Hello! I am a telecom engineer and I love deep-diving into the SIP headers that drive these identity checks! One thing I found is that if your carrier is sending the ANI in a non-standard format (e.g., with a leading 0 instead of the full E.164 country code), the Identity Resolution engine will treat it as a different number every time. You should check your ‘Trunk’ settings and ensure you have ‘Address Normalization’ enabled. By forcing all incoming numbers into a consistent E.164 format at the SIP level, you’ll find that your ‘External Contact’ linking becomes much more reliable! It’s so brilliant how the telephony layer impacts the analytics like this!