Participant (ANI or DNIS) search

Search for interactions based on the ANI or the DNIS value. Use the Participant search when the value required occurs in either or both fields. If the value entered occurs for either the ANI or the DNIS, the interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. is included in the search results.

Where to find

From Advanced Search, select Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface..

Valid Characters

Enter non-Unicode character data. The value can contain up to 15 alphanumeric characters.

Value can contain:

Any number
Any letter (in any supported language)
Special characters: !@#$%^&*()_+=<>,.?/:;'{}[]|~`

Wildcard Usage

You can search using either the single character placeholder (?) or multi-character placeholder (*) wildcards.

For example, entering 180055* retrieves interactions dialed to 180055111 and 180055222.

Usage notes

The ANI or DNIS may not match the value for the initial interaction into the enterprise. The system derives ANI and DNIS from the first recorded interaction of the contact The entire communication experience for a customer, from beginning to end.. For example if a first recorded interaction starts on a consult, than the consultation interaction’s ANI or DNIS will be considered the value for the interaction. Other examples where the value derived may not match the value of the initial interaction into the enterprise are call park or automatic transfers.

Some CTI integrations (such as Cisco JTAPI), do not provide a specific ANI or DNIS field. In these instances, called party information is used as a best alternative.
Some CTI integrations provide pre-routed/translated values or otherwise present manipulated values. The manipulated value is used if that is all that is available.
Some CTI integrations (such as Genesys and Cisco ICM) provide explicit ANI or DNIS information, which is used explicitly, with no additional logic applied.
Each interaction’s value is stored separately within the interaction. Values are not overwritten with values from previous interactions.
Indexed searching is disabled when wildcards are used. In this usage, the search must be accompanied by additional criteria.