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DNIS Routing

MaxACD Administrator Manual 113

4. Enter a descriptive DNIS Name, then click OK.

The number and name entries have the following requirements:

• The DNIS Number must be the numbers 0–9 (the hyphen is not accepted in this

dialog box). For example, 2529876 is an acceptable entry, but 252-9876 is not.

• The DNIS Name is descriptive and optional; it can be used to remind you about the

nature of the number and routing. For example, you might give the 2529876 number

the name “Tech Support.”

To delete an entry, select it in the DNIS number list, then click Delete.

Configuring DNIS Routing

After adding an entry, you configure it by first selecting it in the list. When you select an

entry, its name and other defined attributes, if any, appear in the fields of the tab. You

can edit any of these attributes.

For each number, you can set routing for three distinct time periods defined in the

Business Hours tab (see “Setting Business Hours” on page 39):

• During Business Hours

• Outside Business Hours

• Non Workdays

Within each of these three time slots, you have the following routing options for incoming

calls:

• Route to a particular extension selected in the drop-down list

• Route to a particular auto attendant selected in the drop-down list

• Route to the operator

• Route incoming calls to out call routing

Also, you can set additional routing attributes based on:

• Holiday Profile—routes incoming calls based on Holiday Profiles configured in the

System Configuration window (see “Routing Calls on Holidays” on page 41)

• Business Hours Profile—routes incoming calls based on Business Hours Profiles

configured in the System Configuration window (see “Setting Business Hours” on

page 39). During Business Hours, Outside Business Hours and Non Working

Day are defined and selected by the Business Hours profile.

• Set Call Priority—lets you assign a call priority from 1-9 to the selected DNIS

number. The highest priority is 1, the lowest priority is 9.

• Set Call SKLR—for workgroup-directed calls. Lets you assign a skill level

requirement from 1-9 to the selected DNIS number. This setting tells the system to

match the call to an agent’s skill level setting. (Setting an agent’s skill level is

explained in

“Setting Up Skill Based Routing” on page 162.)

• Language Setting—lets you specify that callers who dialed the selected number will

hear prompts in the language you set here. This field will have choices only if you

added sets of prompts according to the instructions in

“Multilingual Configuration”

on page 75.

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