NextOS Call Center: Setup DNIS

Dialed Number Identification Service (DNIS) is a feature that allows a call center to have multiple inbound numbers tied to it.  Each DNIS can be configured to have its own announcements.  Different DNISs can be listed with different priorities, allowing high-priority callers to be answered faster.  DNIS allows the same team of agents to answer calls from multiple campaigns without creating different call centers.

To use the DNIS feature, you need Call Center Enterprise licenses.  There is a limit of 64 DNIS on a single call center.
 

1. Navigate to the call center.
    
2. From the call center page, click on the call center to modify.
   
   
    
3. Under the advanced column, select DNIS.
   
   
    
4. Click Add to create a new DNIS.
   
   
    
5. Fill out the fields.
   
   
   • DNIS Name: The name for the DNIS you are creating.
     
     NOTE: To prevent issues with reporting and monitoring, only use letters, numbers, and spaces in the name.
      
   • Phone Number: Optional. A direct-dial phone number for the DNIS.
      
   • Extension: Optional. An internal routing extension for the DNIS.
     
     NOTE: To route calls to the DNIS, a phone number or extension is required.
      
   • Priority: Indicates the priority level of the DNIS.  A higher priority call will always be answered before a lower priority call regardless of the wait time.
      
   • Calling Line ID: Optional. The calling line ID allows for custom internal caller ID information to be presented to call center agents.
      
   • Use custom DNIS announcements: Indicates if custom announcements and music on hold will be used on this DNIS, if checked be sure to use the tabs across the top to configure the announcements.  See Call Center Announcements for more information on how to configure these settings.
      
   • Allow outgoing call center call: If checked, this allows agents to use the DNIS phone number to make an outbound call.  See NextOS Call Center: Outgoing Call for more information
      
   
    
6. Click OK.
   
   
    
7. The DNIS will be created and added to the list.