DNIS in Call Center

[Sphoneman]

I have a site that the customer is expecting DNIS from MCI.

This is a new install with a 3.6 BCM with 3-PRI's

I have set up the Intelligent Call Routing to show the 10 digit ANI & the 4 digit DNIS value. They are to be moved to skillset 1.

MCI says they are programmed okay. I still only see the callers ID - Not the ANI or DNIS.

The flow here goes the caller calls a published toll free #, that then goes to a platform, then they shoot the ANI & DNIS so we know what location they called to.

I believe I am programmed correctly. Anyone have some insight?

Steve
tele-dataservices.com

 

[MarvO1]

What protocol are you running on the PRI's. NI-2, or ??
If you are not matched properly, you will most likely get number only.

MarvO said it

 

[Sphoneman]

I am running DMS 250 the same as MCI.

They said they cannot do NI-1, or NI-2. (These are only long distance PRI's)

I told them the other BCM options & they matched to that. The tech I talked to said he had to do this with a Norstar to get it working. I told him the BCM was Norstar-like, not a PBX.

When we both changed-the PRI's came up & have been working for the last 2 weeks.

The DNIS values or an ANI are what I am not receiving from them.


Steve
tele-dataservices.com

 

[Sphoneman]

Marv01,

Well after about 6 hours of a Conference Bridge with the meeting of the minds (Us-ems,Them-ems,Nortel-ems,& customer-ems) we came to some creative changing on the LD Trunking, utilized our Rec'd Digits on lines, Private DN's,Public DN's, & Changed our Line names to equal the DNIS values.

Hey, it's working & it only took another 6 hours of me re-programming, configuring & testing the BCM & Call Center on a dial up modem.

Pretty much came up with not being able to use the Intelligent Call Routing in the Prof Call Center at all. Maybe if we just had T-1's & DID's like we wanted to, it would have kept the little bit of hair on top that I had left.

You've just got to love this field. Always a learning experience.

Steve
tele-dataservices.com

 

[MarvO1]

Steve,
Glad you got it working. Sounds like one of them fun ones that keep us in this field. I only just played around with the Inteligent Call Routing a bit. Wasn't too impressed, but I was stumbling around in it. Maybe if people start using it more we can become pro's.

MarvO said it