Created by: Bill Webb on 19-04-2012 09:15:33 AM Hi All - I have a question about two of the standard fields in the Call Appearance grid. The "DNIS" and "Dialed Number" fields are both included in the standard grid layout, but I'm a little confused as to the difference between the two?? In my mind, these are the same thing - typically the "DNIS" is what is passed by the Routing Client to ICM to match a configured Dialed Number String in the Dialed Number configuration. So I'm not sure where the "DialedNumber" field fits into this. Further confusing me is a screen shot from a customer system that shows the "DNIS" field populated with the same number as the Agent ID and Instrument, and then a different number in the "DialedNumber" field, which I'm assuming is the actual Dialed Number String. Can anyone clear this up? I think the terminology makes things a little muddy... Thanks! - Bill
Subject: RE: New Message from Bill Webb in Computer Telephony Integration Object Ser Replied by: David Lender on 19-04-2012 12:42:29 PM I think DialedNumber is the value from the Dialed Number table that is used to trigger the script. DNIS is provided by the ACD.
Subject: RE: New Message from David Lender in Computer Telephony Integration Object Replied by: GEOFFREY THOMPSON on 19-04-2012 01:10:29 PM ACD – what’s that? ;-)
In a UCCE/CVP deployment (which many of us do), the DNIS from the carrier coming down the trunk is often manipulated with a translation rule on the voice gateway before being sent to CVP.
I know that I do this with my PRIs. So DNIS is meaningless because ICM can never see it, and Dialed Number is everything. The original number that the customer actually called is also not necessarily known.
Regards, Geoff
Subject: Re: New Message from GEOFFREY THOMPSON in Computer Telephony Integration Ob Replied by: Jason Williams on 19-04-2012 01:26:29 PM Also, the cvp also will provide its own dins values for calls that are routed using correlation id's
It is some times useful to use this information for tracking calls through the cdr's but has no meaning outside the context of translation routes and correlation ids
> GEOFFREY THOMPSON has created a new message in the forum "CTIOS Toolkit Questions": > -------------------------------------------------------------- > ACD – what’s that? ;-) > > In a UCCE/CVP deployment (which many of us do), the DNIS from the carrier coming down the trunk is often manipulated with a translation rule on the voice gateway before being sent to CVP. > > I know that I do this with my PRIs. So DNIS is meaningless because ICM can never see it, and Dialed Number is everything. The original number that the customer actually called is also not necessarily known. > > Regards, > Geoff > -- > To respond to this post, please click the following link: > <http://developer.cisco.com/web/ctios/forums/-/message_boards/view_message/5489380> > or simply reply to this email.
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Subject: RE: New Message from David Lender in Computer Telephony Integration Object Replied by: Bill Webb on 19-04-2012 01:28:31 PM Yup, I gotcha. I definitely understand that you may have a toll-free number of 8885551212 that is delivered from the carrier on DNIS 1234, and without translation, "1234" becomes the Dialed Number String in your ICM config.
Basically what I'm trying to ascertain is the value (as in "is it valuable?") of the "DNIS" field. David, based on what you said, would it be a proper assumption to say that in an Avaya deployment with ICM, for instance, the "DNIS" field would contain the VDN? From there, the assumption would be that "DNIS" in a UCCE deployment would just be the Instrument which is the target of the call (unless UCM decides to manipulate it for some reason)?
I have a need to customize the Call Appearance Grid anyway for a deployment, so I'm looking at what fields I really *need* in order to let the Agents see what they need without having to scroll in the grid or stretch the desktop all the way across a 1280x1024 display... ;-)
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