Setting up CLID/DNIS routing

CLID/DNIS Routing is the initial routing that Contact Center calls encounter. The CLID/DNIS Routing you set up lets Contact 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 table can have a maximum of 1000 rules.

 

To add or change a CLID/DNIS route

  1. Click the Contact Center heading.

  2. Click the CLID/DNIS Routing Table link.

    The Intelligent CLID/DNIS Routing page appears.

  3. To add a route click the Insert link

    or

    to change a route click the Change link

    or

    to delete a route click the Delete link.