Default screen pop behavior

When a phone call is presented to a user, InteractionSync uses the ANI/CLI to drive screen pop based on matching to numerous entities.

Example: ANI presented by Genesys Cloud: tel:+13172325555

  1. The ‘tel:’ portion of the number is removed, leaving +13172325555.

  2. InteractionSync checks all Contacts in Dynamics to see if there is a match with that phone number. The fields that are checked within Contacts are:

    1. telephone1 (Business Phone)

    2. telephone2 (Home Phone)

    3. telephone3 (Telephone 3)

    4. mobilePhone (Mobile Phone)

  3. If there is more than 1 match, InteractionSync will pass the phone number to Dynamics Global search. If there is no match or only 1 match, the query continues to search Accounts.

  4. InteractionSync next checks all Accounts for a match using the phone number. The fields that are checked within Accounts are:

    1. telephone1 (Main Phone)

    2. telephone2 (Other Phone)

    3. telephone3 (Telephone 3)

  5. In the same way as above, if there is more than 1 match, InteractionSync will pass the query on to the global search. If there is a match and there was already a single match in Contacts, the query will be passed on to the global search since there is collectively two matches between accounts and contacts.

  6. InteractionSync’s final check is in Dynamics Leads for a phone number match on the following fields:

    1. telephone1 (Business Phone)

    2. telephone2 (Home Phone)

    3. telephone3 (Other Phone)

    4. mobilePhone (Mobile Phone)

    5. address1_telephone1 (Address 1: Telephone 1)

    6. address1_telephone2 (Address 1: Telephone 2)

    7. address1_telephone3 (Address 1: Telephone 3)

    8. address2_telephone1 (Address 2: Telephone 1)

    9. address2_telephone2 (Address 2: Telephone 2)

    10. address2_telephone3 (Address 2: Telephone 3)

  7. Same behavior as before on executing global search if multiple matches are found.

  8. If nothing is found while searching, then the ‘New Contact’ screen is popped for the agent.

This works well if the numbers are stored in Dynamics in this format: +13172325555. What about these formats, 3172325555 or (317) 232-5555? Herein lies the dilemma. While they are effectively the same number, searching strings require a direct match. There are no parentheses, dashes, or plus signs in the phone number.