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Once the call/chat is complete, access the Contact History and locate the interaction.
Open the Contact History report
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| Info |
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DNIS refers to the dialed number and ANI refers to the number were the call was received |
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Locate the
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Contact ID
Click on the appropriate Contact ID to access the details from the interaction:
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From the Contact Details page, copy the Contact ID number:
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Add the Contact ID to the Jira Ticket
Paste the number into the CXone Contact ID field on the Customer Info tab in the Jira ticket:
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