Nortel Networks P0605665 03 Setting up CLID/DNIS Routing

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.

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.

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.

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 Cal ls. 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.

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.

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.

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 spe cialize in service or sales to these customers.