Tag Archive for: DNIS

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"Do it yourself" kit for deploying an advanced Amazon Connect Instance!

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Dynamic Call Centers? We can dynamically reconfigure our contact flows, the experience a caller has when calling our contact center.   To do this, we us DNIS (i.e. dialed number information services) essentially using the number the caller…
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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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Amazon Connect Arrange a Call Back from Queue?

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Setting up options for Callers waiting in Queue for "the next available representative" often include offering a call back option. Generally, it is a best practice to not offer this option immediately but queue the caller for some time…
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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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Can you create a "killer" Contact Center Script?

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Most Scripting engineers working with Contact Center deployments built on CISCO UCCX, ShoreTel ECC, or Avaya have amassed a collection of script subroutines.  These subroutines are used over an over, from script to script to avoid having to…
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UCCX Scripting - Working with XML documents

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When writing call control scripts for Contact Centers (ShoreTel ECC, CISCO UCCX ) do you really have to start over each time?   Are there really that many differences between contact center applications?    Well, yes and no!  As we continue…
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ShoreTel ECC – the powerful “change call profile” scripting tool!

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Call Profiles can be of two varieties in the ShoreTel Enterprise Contact Center. They are either System Mandatory or User definable. ( Actually, to be absolutely correct, we need to acknowledge that "Skill Sets" are another type of call profile,…
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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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Route Points, IRN's and Media Streams!

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Lately the subject of ShoreTel Route Points and IRN’s has been getting a lot of “mind share” from those working with them.   Two questions:  How many Route Points can a ShoreTel server support?  How many IRN’s can an ECC support?…
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Call Center Design

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It is very normal to start planning a call center around the concept of DNIS, Groups, Agents and Skills.  Experience has taught us, however, that call center design needs to start with a more important concept.  Call Centers are performance…

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