Example 1: Phone number format is (317) 232-5555

InteractionSync needs this phone number formatted as +13172325555, but in Dynamics it is stored as (317) 232-5555. How do I search for it using its Dynamics format?

  1. Create a Reusable Task in Architect to do searching in Dynamics. Once that Task is created, we can reuse it within call flow.

  2. Assuming the Microsoft Dynamics 365 Data Actions are deployed within Genesys Cloud, within the Call Data Action will list the actions.

  3. In the toolbox on the left-hand side, expand the Data container, select Call Data Action, and drag it into the task.

  4. On the right, choose the category Microsoft Dynamics 365 Data Actions.

  5. In the Data Action drop-down, select Get Contact by Phone Number.

  6. Architect displays the inputs and outputs of the action which includes the phone number to search and variable to store the results when a contact is found

  7. Given the need to format the ANI/CLI when executing the query, the expression editor is used to format the phone number. Click

  8. Create an expression combining the text elements (parenthesis and dash) and the numbers needed from Call.Ani.

  9. Next, we want to add the first 3 numbers we need in Call.Ani to place inside the parenthesis. To accomplish this, we’ll need to use a built-in function to tell Architect which characters to grab out of Call.Ani. Enter the following expression to convert tel:+xxxxxxxxxxx stored in Call.Ani into this format, (xxx) xxx-xxxx.

    "(" + Substring(Call.Ani, 6, 3) + ") " + Substring(Call.Ani, 9, 3) + "-" + Substring(Call.Ani, 12, 4)

  10. Click Close button to continue.

  11. Under ‘Success Outputs’ are results from the query. Change the dropdown for contactid from No Value to Variable, with the name ContactId. Architect will change the variable name to Task.ContactId. InteractionSync uses the contactid output to drive screen pop.

  12. Next the ContactId must be set as Participant data for InteractionSync to drive the screen pop.

  13. Add a Set Participant Data tool under the Success path of Call Data Action.

  14. Two attributes are required to pop the Contact in InteractionSync.

    • In Attribute Name 1 box, enter IS_EntityType. Assign value to contact.

    • Select the Add attribute to set button in the work pane

    • For Attribute Name 2 enter IS_EntityId. Change Literal to Expression, then type Task.ContactId

  15. Complete the flow as needed including Transfer to ACD to deliver the call to the agent.

  16. Upon testing, I see that I can pop a contact in my Dynamics instance with the given phone number format.