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Set a custom attribute for each user or station

This procedure explains how to apply a custom attribute to each station or user, using Interaction Administrator. By applying this attribute, customers define which ANI to send a 911 call as so that the third-party vendor knows which regional 911 call center to route the call to. The custom attribute is named PCC Emergency ANI and the value must be a 10 digit phone number purchased from Genesys and listed in MyCloud, where location information is specified. It is enabled following the steps below:

Open Interaction Administrator and login.
Navigate to the Users or Stations container.
Double click the User or Station name.
Navigate to the Customer Attributes tab.
Click Add.
Set the attribute name to CUSTOM::PCC Emergency ANI.
Set the value to the assigned Genesys Emergency ANI for that user's/station's location.
Click OK.

Notes:

In the event that a value is set for both the station and the user, the Genesys system will take the station's value.
If you add new stations or users, you should apply this configuration so that Emergency 911 service to operate correctly.

Next E911 Configuration Task: Create Attendant call flows for PCC Emergency ANI phone numbers