The ECC has a mandatory call profile filed named DNIS-NAME which will be auto filled with the information you provide in the DNIS map “dialed number” column. In the ShoreTel iPBX Trunk Group it is necessary to create a DNIS map for two reasons: First, the ShoreTel ECC can not read the DNIS directly, it requires the administrator to fill in the “dialed number” column in the DNIS map. Select * from DNISlistof DoctosOffices where DNIS = %DNIS_NAME% Creating a DNIS MAP in ShoreTel iPBX In this simple example the script would take the DNIS and use a SQL expression to retrieve the answer prompt data: There is no limit to the information you could retrieve and present to the Agent, For example: Name, Service Class (Platnium, Gold or Silver), Renewal date, last order, shipment date, the list goes on. You would then write a simple script to take the incoming DNIS information and use it to index the database and get the OfficeName and maybe the Customer Service Queue that handles that office (City or State or what have you). Lets assume that the database contains a very simple table structure:ĭABASE = DNIS_listofDoctorsOffices = (Field1 = DNIS Number, Filed2 = OfficeName, Field3 = QUEUE_IRN) The SQL server would host the database your scripting application needs to access in order to obtain the correct answer prompt. ShoreTel ECC Route by DNIS exampleįirst, we need to create a DNIS Map in the ShoreTel PBX a ‘route point/IRN ‘ combination to pass the call to the ECC and an ODBC connector from the ECC server to your favorite SQL database server.
This type of dynamic call handling can best be managed by using DNIS information to retrieve the Doctor’s name from a database We do this regularly in CISCO UCCX and ShoreTel ECC Call Center solutions and the process is essentially the same for both solutions. For Example: “Doctor Leary’s office, are you calling to make an appointment?” or “Thank you for calling Doctor Williams”. When the inbound call is presented to the Agent, the requirement is that the caller be greeted with a customized answer prompt. In this way, we only need one door to the call center! The DNIS might be used to route a call to the proper product or service group and it may also be used to retrieve client information that the call center Agent needs to see displayed in order to provide a custom care answer prompt.Ĭonsider the requirements of a Hospital that is providing “centralized scheduling services” for 1000’s of primary care physicians. It is much more efficient to grab the DNIS information, however, and use it to index a database to retrieve the call routing information. Clearly you can assign a DID phone number to a specific call flow and anyone who knocks on that door is answered by the same group of agents. Routing by the number the caller dialed, or DNIS is the preferred routing strategy for any Call Center call flow.