When to use Call Center DNIS

Specific Inbound Calling Line ID
Specific Outbound Calling Line ID
Inter-Queue Custom Announcements
Inter-Queue Priority Levels

1. Specific Inbound Calling Line ID

Call center DNIS should be used when customer is sending calls to a queue but wants to present a different calling line ID then that of the original queue name, number etc. The below example is for a customer which resells gift cards and directs calls to a sales queue for processing. This sales queue is a main funnel for their customer specific auto attendants which in-turn presents the problem. When Best Buy calls their auto attendant they are sent to the sales queue, the same is true for when Toys-R-Us calls. How can the agent tell which auto attendant this call came from or how to greet the caller if everything is just displaying Sales Queue, in addition how can the supervisor provide reporting on volume per company?

DNIS Implementation and Settings

1) DNIS Settings

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For this example we will want to enable the second setting "Display DNIS Name to agent when presenting call instead of Calling Name". Since the customer wants to see the original caller ID we will leave "Display DNIS Number to agent when presenting call instead of Calling Number" disabled. Priority level promotion settings should be confirmed enabled or disabled by the customer.

2) Manage DNIS (Add New Call Center DNIS)

Now we will create the DNIS for Best Buy. In this example the customer will only want CLID delivery with no custom announcements or specific outbound CLID.

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How will this Display on Applications/Phone?

Before DNIS

Unity
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UC-One
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Web Agent
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Phone Display
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After DNIS

Unity
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UC-One
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Web Agent
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Phone Display
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Supervisor reporting will also show data on what specific DNIS the customer called into.

(Call Center Call Detail Report)

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2) Specific Outbound Calling Line ID

Configure DNIS settings to “Allow outgoing call center call”.

Once the DNIS is saved you can select it before dialing out via Unity or Web Agent.

Unity

Right click on the dial icon which will bring up call history along with outbound DNIS menu

Web Agent

Select the dial icon in the top left which will bring up the outbound DNIS menu

This also can be set as a default via agent settings.

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Agent Call Detail Report

3) Inter-Queue Custom Announcements

Each DNIS can also have its own custom annoucemnets section.

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4) Inter-Queue Priority Levels

Each DNIS can also be assinged a specific priority level within the queue.

These priority levels can be set to escalate once a specific time interval has been reached.

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