CLID/DNIS Routing properties

Line

The Line is the line number the call comes in on. Any calls that arrive on this line are assigned the routing you select.

The line number you enter must be a line that is configured to be answered by a skillset.

CLID/ANI

The CLID (Calling Line Identification) or ANI (Automatic Number Identification) number identifies the caller or the location the call was made from.

Any calls that have this CLID or ANI number are assigned the priority from 1-20 that you select.

If a call matches the CLID/ANI information in the routing table, the call is routed to the skillset you choose. You can change the priority of the call, from 1-20, in the skillset that is assigned for the line the call comes in on.

DNIS

DNIS (Dialed Number Identification Service) sends a call directly into an internal extension within an organization, without having to go through the operator. A DNIS number identifies the number the call is made to.

Any calls that have this DNIS number are assigned the Priority you select.

Multimedia Calls

Select the Multimedia Calls check box if you want Multimedia Contact Center calls assigned to this route. You must have Multimedia Contact Center enabled.

Incoming Multimedia Contact Center calls are assigned the Priority you select.

If you select the Multimedia Calls box, you must leave the Line box and the DNIS/DID box blank.

Action

The Action is the treatment that is applied to the call:

  • You can move the call to another skillset

  • You can change the priority of the call

  • You can move the call to another skillset and change the priority of the call