Mitel Version 5.7 SP1 Adding DNIS

Adding resilient and/or Network ACD hot desking agents 157
Adding trunk groups (in the Contact Center Management website)
To add a trunk group
1. In Contact Center Management, click YourSite=>Configuration.
2. On the configuration menu, click Trunk=>Trunk Group.
3. Click Add.
4. Type a Name and a Reporting number for the trunk group.
5. Select a Media server to associate with the trunk group.
6. If you wan t to add all trunks to this trunk group, select the Automatically add all trunks to this trunk
group check box.
7. Click Save.
Associating trunks with trunk groups (in the Contact Center Management
website)
To associate a trunk with a trunk group
1. In Contact Center Management, click YourSite=>Configuration.
2. On the Configuration menu, click Trunk=>Trunk group.
3. Across from the trunk group to which you want to associate trunks, click Members.
The Edit trunk group members window appears.
4. Under Available trunks, select the check boxes of the members to be added to the trunk group and
click Add selected >>.
5. Click Save.
Adding DNIS
Dialed Number Identification Service (DNIS) is a feature of toll-free lines that identifies the telephone number
the caller dials. This assists agents who handle calls for more than one business or product line. Each
business or product line has its own toll-free number. When a caller dials a toll-free number, the telephone
system forwards information to the agent allowing the agent to identify who the caller dialed. For example, a
caller dials a toll-free number for a cruise line. The telephone system sends a script to the agent along with the
call. The agent then knows to answer “Good morning. Thank you for calling Southern Cruises,” instead of the
name of another cruise line serviced by the center.
Adding DNIS (in YourSite Explorer)
To add a DNIS
1. In YourSite Explorer, in the left pane, click YourSite .
2. Under Devices, click DNIS.
3. Click Add.
4. Specify DNIS identification information and click ... to select the media server for the DNIS.
5. After Short Abandon, type the duration for the call abandon parameter. If the abandon time is less
than the call abandon parameter, then the call is a short abandon call and is not included in the call
statistics (for example, type 5 to define a short abandon call as a call that lasts less than 5 seconds).
6. After Service Level, type the Service Level time.
7. If you have Call Accounting, select a carrier plan, call type, and call rate.
8. On the ribbon, click Save.