Putting ANI to work is mostly a coordination exercise between Salesforce phone-data hygiene and Amazon Connect Contact Flow design. Both halves must align.
- Standardise Salesforce phone formatting
Convert every phone field on Contact, Lead, and Account to E.164 format. Build a validation rule that enforces the format on new records and a one-time migration for existing data.
- Configure the Amazon Connect Contact Flow to expose ANI
Use the Customer Number system attribute. Pass it to a Lambda that queries Salesforce for the matching customer record.
- Build the screen pop logic
Configure the CTI integration to open the matching Contact, Lead, or Account record on call connect. Handle multiple matches with a search results page; handle no match with a New Contact action.
- Route based on ANI-derived attributes
Once the lookup finds the customer, use account tier, product, or region to route the call to an Agent with matching skills via Omni-Channel.
- Plan for missing ANI
Some callers block ANI or call from systems that strip it. Build a fallback Contact Flow path that asks the caller for identification rather than failing the call.
- Inconsistent phone formatting in Salesforce breaks ANI lookup. Some fields store E.164, others store local format; the lookup misses matches that should match.
- ANI is weak authentication. Numbers can be spoofed; treat ANI as a starting point and layer additional verification before sensitive operations.
- Blocked or missing ANI is common. Build an explicit fallback path or Agents end up handling unidentified callers without context.
- Multiple matches on ANI (shared family phone, business mainline) need a disambiguation step. Show the candidates rather than auto-picking the wrong one.