Dnis and new scripts

[sneb]

Hi guys,

I'm trying to build a new script for my branches to hit the call centre. What happens at the moment is I build a CDN, Skillset, edit the master script (where cdn equals X) add the agents to the skillset (for banch name display). This works fine but every branch requires a DDI which is made into a CDN so we can report on calls from branches on cdns. Now the only problem I have now is we've just accuired about 600 extra "branches" so I was thinking about designing the call centre again, probably still using DDI's and CDN's but I want to combine all the scripts into a few instead of around 675.
Can I use the DNIS of the CDN to queue to a one skillset and display the branch name via DNIS?

cheers

 

[Milesprower]

You can use DNIS instead of CDN in the master script to select a Primary Script.
OR
you can use DNIS in a primary script to choose the Skillset to which you want to queue.

The real issue is not want you can do (you can use DNIS like CDN in scripting commands) but how you want your reporting to work.

A call pegs at a CDN every time it hits the master script. But a call pegs at a DNIS only once, even if you run it in and out through several CDNs. This can confuse someone who is not up on your scripting design.

I have had supervisors and even call center managers insist calls were not being counted properly because they could not understand the difference between CDN and DNIS pegging in reports.

Set up some test scripts and see how things peg. Then proceed if you can get the reporting you need.