How to Set Up Genesys Cloud CX with Pure CallerID Aegis One

To implement the Pure CallerID Aegis One service In Genesys Cloud CX, when creating a data action to handle dynamic updates, you'll work with Genesys-specific integrations and their data action configuration. Here's an overview of how this has generally worked for customers previously and examples of the data type for CallerID that have been seen historically.

Relevant Data Type for CallerID

The CallerID associated for both Voice and Messaging campaigns is typically associated with the field “ani” in the context of Genesys Cloud APIs and rules attached to campaigns. This field represents the originating phone number, which can be replaced dynamically. 

Steps to Configure

• Create a Custom Data Action:
  • Navigate to Admin > Integrations > Data Actions.
  • Select the integration by creating a new REST-based integration.
  • Define the API request, from the Pure CallerID “Executing an Aegis Workflow” support documentation available here.
    • Headers/Authentication: Include necessary tokens or credentials.
• Request Mapping: Map the Genesys field that contains the CallerID (ani) to the input payload in the “from” field. For example:

{
    "method": "GET",
    "url": "/api/public/aegis",
    "queryParameters": {
        "to": "5555551212",
        "from": "5555551213",
        "zip": "12866",
        "workflow-id": "660d6866751b6c2521ea0805",
        "format": "json",
        "customParam1": "value1",
        "customParam2": "value2"
    }
}

• Response Mapping:
  • Define how the response object from the external Aegis One Workflow response is used to replace the CallerID.
  • Example response mapping:

{
    "interactionId": "6644c1f14a1430662f5165c8",
    "workflowId": "660d6866751b6c2521ea0805",
    "from": "+15555551212",
    "to": "+15555551213",
    "pcidFromNumber": "+15186169099",
    "timestamp": "2024-05-15T14:08:49.278Z",
    "result": "Rejected",
    "reason": "3 calls since May 14, 2024 at 10:08 AM EDT",
    "nextPassDelay": 1440,
    "executionTime": 1.664
}

Genesys Mapping to Update CallerID: The ani field can be updated with the value from response.pcidFromNumber.

This will insert the Pure CallerID assigned Core Community CallerID for that specific call/message and will ensure dynamic route-back to the “from” origin allowing you to specify the campaign, queue, or agent level route-back for dynamic callback/reply routing.

• Attach to Campaign Rule:
  • Go to Outbound > Campaigns > Rules.
  • Define a rule that triggers the data action as the final step.
  • Configure the rule to call the data action and update the campaign with the new CallerID using the ani field.

 Example Rule Configuration

• Condition:
  • Type: Event-based, such as:
    • “conversation.voice.initiated”; or “conversation.messaging.initiated”.
• Notes:
  • • These event types may be configured or subscribed to via Genesys Cloud event integrations like Webhooks or Analytics API.
    • You can use these events to trigger custom Data Actions or workflows within Genesys Cloud CX.
• Action:
  • Action type: Run Data Action.
  • Select your custom data action.
  • Map the response newCallerID to the CallerID (ani) field.

 Final Notes

• The exact field name for CallerID depends on the Genesys configuration and your use case. ani is commonly used for CallerID, but other fields like callerAddress or senderAddress might also be relevant in some contexts. If you are unsure of this field, please work with Genesys support or your assigned Genesys CSM/TAM/Account Manager to collect the correct naming for this field within your instance.
• Always test your data action and campaign rule in a sandbox environment to ensure proper integration before deploying to production.