Adding DNIS

Dialed Number Identification Service (DNIS) is a feature of toll-free lines that identifies the telephone number the caller dials.

Dialed Number Identification Service (DNIS) is a feature of toll-free lines that identifies the telephone number the caller dials. This assists agents who handle calls for more than one business or product line. Each business or product line has its own toll-free number. When a caller dials a toll-free number, the telephone systemgateway forwards information to the agent allowing the agent to identify who the caller dialed. For example, a caller dials a toll-free number for a cruise line. The telephone system gateway sends a script to the agent along with the call. The agent then knows to answer 'Good morning. Thank you for calling Southern Cruises', instead of the name of another cruise line serviced by the center.

To add a DNIS
  1. Click YourSite > DNIS.
  2. Click Add.
  3. Specify DNIS identification information and click the Browse button to select the media server for the DNIS.
  4. After Short Abandon, type the duration for the call abandon parameter for DNIS call statistics. If the abandon time is less than the call abandon parameter, then the call is a short abandon call and is not included in the DNIS call statistics (for example, type 5 to define a short abandon call as a call that lasts less than 5 seconds).
  5. After Service Level, type the Service Level time.
  6. If you have MiVoice Analytics, select a carrier plan, call type, and call rate.
  7. After Carrier Plan, Call Type, and Call rate, click the Browse button to select a carrier plan, call type, and call rate.
  8. Click Save.