Dialed From (ANI)

Description

The automatic number identification (ANI) or Caller ID associated to the first recorded 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. of a call. ANI is derived from CTI and is specific to the switch and call scenario.

You can filter by single or multiple numbers, or upload a list of numbers from an external file. For example, from data warehouses or CRM systems.

In searches, it is used to search for interactions, evaluations, and assessments.

Field information

N/A

Valid characters

This value is a Unicode character data. You can type multiple values, separated by a comma. Each value can contain up to 256 alphanumeric characters.

Value can contain:

  • Any number

  • Any letter (in any supported language)

  • Special characters:

    Valid special characters

    !

    @

    #

    $

    %

    ^

    &

    *

    ()

    _

    +

    =

    <>

    ,

    .

    ?

    /

    :

    ;

    '

    {}

    []

    |

    ~

    `

     

     

     

     

     

An external file can contain up to 500,000 values.

Wildcard usage

  • You can search for a dialed number using either the single character placeholder (?) or multi-character placeholder (*).

    For example, when you type 516*, the system retrieves interactions dialed from 5161111 and 5162222.

  • In searches with multiple ANI values, wildcards are not permitted.

Note

The ANI cannot match the ANI of the initial call into the enterprise. ANI is derived from the first recorded interaction of the call. For example, if a first recorded interaction starts on a consult, then the consultation call ANI is considered the ANI value for the interaction. Other examples where the ANI cannot match the ANI of the initial call into the enterprise are call park or automatic transfers.

Some CTI integrations, do not provide a specific ANI field. In these cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously., calling party information is used as a best alternative.

Some CTI integrations provide pre-routed/translated ANI values or otherwise present manipulated ANI values. If that is all that is available, the manipulated ANI value is used.

Some CTI integrations provide explicit ANI information and are used explicitly, with no additional logic applied.

Each interaction ANI value is stored separately within the interaction, and ANI values are not overwritten with values from previous interactions.

If you use this field, add extra criteria to the search.