Nortel Networks P0605665 03 User Manual
Chapter 5 Setting up skillsets 49
Nortel Networks Call Center Set Up and Operation Guide
Setting up CLID/DNIS Routing
If you use Professional Call Center you can set up CLID/DNIS Routing Tables. CLID/DNIS
Routing is the initial routing that Call Center calls encounter. The CLID/DNIS Routing you set up
lets Call Center route calls quickly based on their incoming line number. Callers are routed to
skillsets depending on who the caller calls, the line the call comes in on, or where the caller is
calling from. Your CLID/DNIS Routing Table can have a maximum of 1000 entries.
Routing is the initial routing that Call Center calls encounter. The CLID/DNIS Routing you set up
lets Call Center route calls quickly based on their incoming line number. Callers are routed to
skillsets depending on who the caller calls, the line the call comes in on, or where the caller is
calling from. Your CLID/DNIS Routing Table can have a maximum of 1000 entries.
Examples of using CLID/DNIS Routing
Routing using CLID/ANI
If your company has preferred customers or customers who have access to special services, you
can set up CLID/ANI routing that recognizes the phone numbers the customers are calling from.
Customers whose phone numbers are recognized are immediately routed to appropriate skillsets.
The callers do not need to enter additional digits to route their calls.
can set up CLID/ANI routing that recognizes the phone numbers the customers are calling from.
Customers whose phone numbers are recognized are immediately routed to appropriate skillsets.
The callers do not need to enter additional digits to route their calls.
Routing using DNIS
If your company has a customer who is a purchasing agent who frequently contacts a sales line,
you can set up DNIS routing that recognizes the phone number the customer is calling. Customers
who call the sales directory numbers are immediately routed to sales skillsets.
you can set up DNIS routing that recognizes the phone number the customer is calling. Customers
who call the sales directory numbers are immediately routed to sales skillsets.
Routing using Multimedia Call Center
If your company has Multimedia Call Center enabled, callers can click an HTML icon and enter
the phone number they want an agent to call them at. Calls that arrive from a multimedia call are
recognized as Multimedia Call Center calls and routed to the appropriate skillsets. You can set up
CLID/ANI rules for Multimedia Call Center Calls. The phone number that the caller enters in the
web browser is the phone number that Multimedia Call Center dials when an agent receives the
call.
the phone number they want an agent to call them at. Calls that arrive from a multimedia call are
recognized as Multimedia Call Center calls and routed to the appropriate skillsets. You can set up
CLID/ANI rules for Multimedia Call Center Calls. The phone number that the caller enters in the
web browser is the phone number that Multimedia Call Center dials when an agent receives the
call.
Routing using a Line
If your company uses a rotary number without DNIS capability that uses lines 1 to 3, you can set
up routing to send calls that come in on these lines to a specific skillset.
up routing to send calls that come in on these lines to a specific skillset.
Routing using CLID and a Line
If your company uses a rotary number and subscribes to a CLID service, you can set up routing
based on CLID and Line to route a special customer.
based on CLID and Line to route a special customer.
Routing using CLID/ANI and DNIS
If your company has customers who call the sales group or the service group frequently, you can
set up routing based on CLID/ANI and DNIS to quickly route these customers. You can route the
customers to a skillset with agents that specialize in service or sales to these customers.
set up routing based on CLID/ANI and DNIS to quickly route these customers. You can route the
customers to a skillset with agents that specialize in service or sales to these customers.