DNIS information for ACD calls

[surferx0]

I have configured this one path in particular, that can be reached by dialing multiple phone numbers. It has been requested now for this path, that the agents know what number was dialed before picking up so they can answer differently.

I wanted to know if it is possible for an ACD agent to see the DNIS number/name that the call came in on, instead of the path number/name.

The workaround I had for this issue was set up the separate DNIS numbers pointing to their own path, with all the paths being configured to the same primary agent group. This gave me the results I was after, however for reporting purposes, it has been requested that I keep it as one path only.

Is it possible to display the DNIS info on a phone that is answering from an ACD path? To give more background on this, calls are delivered to the path by Prairiefyre's Intelligent Queue program, which I've configured the DNIS numbers as hunt groups pointing to the IQ port groups connected to this particular call flow.

 

[Supernova99]

Yes you can do this

Program each of your DNIS as a NAMETAG Hunt group and call re route this always to the ACD path

You will need to change the display timer (After Answer Display Time) in the Class of service to display the name.

As you already have Prairiefyre you could also use the phoneset manager for each agent. This provides a popup with the DNIS/Name info before the call answers
It does however require licencing so there is a cost for this.

Share what you know - Learn what you don't

 

[mitelmitel]

What reporting purposes stops you from having a path per DNIS? Surely you can just group the paths together for reporting on CIS?