You can change the type of routing that applies to a CLID/DNIS call. If you want to change the type of call the routing applies to, you must create a new route in the CLID/DNIS Routing Table.
To add a CLID/DNIS Route
Click the Insert link.
The CLID/DNIS Setup page appears.
Set the method to identify the call:
If you want to create a rule based on the line a call comes in on, in the Line box enter the line number.
If you want to create a CLID or ANI rule, in the CLID/ANI box type the CLID or ANI number you want to assign this routing to. The CLID or ANI number identifies the caller or the location the call was made from.
If you want to create a DNIS rule in the DNIS box type the DNIS number you want to assign to this route. The DNIS number identifies the number the call is made to.
If you want to create a rule for CLID/ANI and a rotary number, in the CLID/ANI box type the CLID or ANI number and in the Line box type the line number
If you want to create a rule for CLID/ANI and DNIS, in the CLID/ANI box type the CLID or ANI number and in the DNIS box type the DNIS number
If you have Multimedia Contact Center enabled and you want to assign routing to Multimedia Contact Center calls, select the Multimedia Calls check box. If you select the Multimedia Calls check box, you must have a CLID/ANI entry, either a phone number or an asterisk (*). An asterisk in the CLID/ANI field represents all Multimedia Contact Center calls, including browser only calls and phone and browser calls. If you select Multimedia Calls and enter an asterisk in the CLID/ANI field, then all Multimedia Contact Center calls are routed to the specific skillset. If you want to route the phone and browser calls to another skillset, then enter a CLID/ANI telephone number. This is a separate entry from browser only calls.
Select the type of routing you want to apply to the call:
if you want to move the call to another skillset, select Move to Skillset and from the Skillset list box select the number of the skillset you want to route the call to
if you want to move the call to another skillset and assign it a different priority:
if you want to change the priority of the call, select Change Call Priority Only and from the New Call Priority list box select a priority from 1-20 for the call
Click the Submit button.
The new rule appears on the Intelligent CLID/DNIS Routing page.
To change a CLID/DNIS Route
Click the Change link for the route you want to change.
The CLID/DNIS Setup page appears for the route.
Select the type of routing you want to apply to the call:
if you want to move the call to another skillset, select Move to Skillset and from the Skillset list box select the number of the skillset you want to route the call to
if you want to move the call to another skillset and assign it a different priority:
if you want to change the priority of the call, select Change Call Priority Only and from the New Call Priority list box select a priority from 1-20 for the call
Click the Submit button.
The changed rule appears on the Intelligent CLID/DNIS Routing page.