DNIS (Dialled Number Identification Service)

Setting up a DNIS entry allows for incoming calls to be identified and routed through to the correct Infinity Skills. The DNIS Entry editor can be accessed in either of two ways:

  • Via the DNIS Search-and-Select screen:

    The Search Criteria panel on the left provides options for searching the DNIS entries. After providing the appropriate search values click the toolbar icon. The results of the search are shown in the Results panel on the right.

  • By selecting a DNIS entry directly from the menu system:

    Selecting a DNIS entry directly from the menu will immediately open the DNIS Entry editor.

Details

Double-clicking a DNIS entry on the result panel selecting it directly from the menu system opens its details on a new tab.

The following information is available:

  • Active (checkbox): When checked the DNIS entry is active
  • Description: A friendly name for the DNIS number
  • Dialled Number: The full geographic number the customer has to call, i.e. 0345 1234567
  • DNIS: A 4 to 6-digit number used to route calls to agents

  • Skills (tab): This section indicates which skills (user groups) will be able to process a call that is delivered to the DNIS number. Click the icon to update the skills list.

    Note: It is not possible to add/remove skills to/from this DNIS Entry through this tab. To do that, use the Skills module instead.

When all changes to the DNIS Entry are complete, click the icon on the main toolbar to make them permanent.

Actions

The following actions are available through the main toolbar:

Icon Description
Applies your DNIS search criteria displaying the results to the right panel.

Add a new DNIS entry by specifying its Details. Then click the icon on the main toolbar save the entry to the system.
Toggles the display of inactive DNIS entries in the list.
Allows you to configure the view type for the results to Icon Tiles or List View.