Multiple 800 numbers to one queue - DNIS issue

[sskillin]

Hi there,

I'm currently using translation patterns to point several 800-numbers to a single queue via a single route point. On the agent's desktop, the DNIS is always the route point number, so there's no way to tell which 800 number it came from. I haven't gotten to reporting yet, but I fear it will be the same. Is there a better way than translation patterns to point multiple things to one queue, without having to go crazy with CTI ports & route points & jtapi triggers?

Thanks!

[adignan]

Really only two options.

1. Best Option - Use CTI Ports instead of translation patterns and set the CFA (call forward all) to your single Route Point. You can then use the get call contact info step and get the "original called number". This will be the extension of your CTI port and you can set the Enterprise data. This is actually better than Translation Routes cuz you can use BAT to upload CTI Ports.

2. Worst Option - Create a Route Point for each DNIS.