Tag Archive for: Call Routing

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WTF is a DNIS Map?

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Route by DNIS? A common call center request is to provide a custom greetings or route a call to a Customer Service Queue (aka CSQ) based on the number the caller dialed.   DNIS or "dialed number information service" is usually the solution…
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The Achilles Heel of all Cloud Based Call Centers!

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The Cloud Call Center Problem Statement! A very common call center requirement is the ability to route a call based on the DNIS number dialed.  This is simple enough when you have only a few DNIS numbers to manage, but consider this application: …
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CUBE SIP Header Matching - Extracting DNIS from a Toll Free Number!

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The Problem - Call Forwarding DNIS to Toll Free Numbers Recently we were presented with a new challenge while deploying a Call Center based on the CISCO UCCX Version 11.5 feature set. Generally, we employ DNIS as a strategy for defining the…
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Add DNIS routing to your ShoreTel ECC Contact Center!

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Why Route by DNIS? Routing by the number the caller dialed, or DNIS is the preferred routing strategy for any Call Center call flow.  Clearly you can assign a DID phone number to a specific call flow and anyone who knocks on that door is answered…
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Trouble Shooting ShoreTel ECC Scripts

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ShoreTel ECC Future? The ShoreTel ECC or enterprise contact center is a remarkable product in many ways.   Though we are depressed to see that it has apparently taken a back seat to ShoreTel Connect as it relates to product enhancements, it…
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UCCX Scripting - "Get Statistics" and manage your call flow dynamically!

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Have you ever call into a customer service function, been answered with "all of our Agents are currently busy with other customers, please wait and the next available customer service representative will be right with you" and then waited and…
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How to Ring more than 16 phones in a ShoreTel Hunt Group?

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How to ring more than 16 phones in a ShoreTel Hunt Group? Can't say that we recommend this strategy, but none the less, we continue to see business applications in which the client insists on ringing a group of 16+ phones simultaneously! …
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Stupid phone trick #7 – How to make iPhone calls from my ShoreTel handset!

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Yeah, I am sure you were just dying to know how to call your iPhone and have your ShoreTel phone ring?  Better yet, pick up your ShoreTel handset and make a call out your iPhone?    Actually, it is a useful integration and one that I recently…
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Skills Based Routing in the ShoreTel Enterprise Contact Center!

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Assuming there is more than one Agent available to service an inbound contact center call, a “skill” level can be applied to route the call to the most suitable agent.   It is important to note that the system will only use this criteria…
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ShoreTel Route a Call based on Area Code or Mood

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"Can we route calls to a Workgroup based on the Area Code of the Caller", asks our intrepid Sales representative!  "The prospect wants each Area Code in the country to be handled by a different Workgroup".    Interesting question.   Now…

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