Altigen MaxACD Administrator, Manual, Page: 123 / 261

DNIS Routing
MaxACD Administrator Manual 113
4. Enter a descriptive DNIS Name , then click OK .
The number and name entries have the following requirements:
•
The DNIS Number must be the numbers 0–9 (the hyphen is not accepted in this
dialog box). For example, 2529876 is an acceptable entry, but 252-9876 is not.
• The DNIS Name is descriptive and optional; it can be used to remind you about the
nature of the number and routing. For example, you might give the 2529876 number
the name “Tech Support.”
To delete an entry, select it in the DNIS number list, then click Delete .
Configuring DNIS Routing
After adding an entry, you configure it by first selecting it in the list. When you select an
entry, its name and other defined attributes, if any, appear in the fields of the tab. You
can edit any of these attributes.
For each number, you can set routing for three distinct time periods defined in the
Business Hours tab (see “Setting Business Hours” on page 39):
•
During Business Hours
•
Outside Business Hours
•
Non Workdays
Within each of these three time slots, you have the following routing options for incoming
calls:
•
Route to a particular extension selected in the drop-down list
•
Route to a particular auto attendant selected in the drop-down list
•
Route to the operator
•
Route incoming calls to out call routing
Also, you can set additional routing attributes based on:
• Holiday Profile —routes incoming calls based on Holiday Profiles configured in the
System Configuration window (see “Routing Calls on Holidays” on page 41)
•
Business Hours Profile —routes incoming calls based on Business Hours Profiles
configured in the System Configuration window (see “Setting Business Hours” on
page 39).
During Business Hours , Outside Business Hours and Non Working
Day are defined and selected by the Business Hours profile.
• Set Call Priority —lets you assign a call priority from 1-9 to the selected DNIS
number. The highest priority is 1, the lowest priority is 9.
•
Set Call SKLR —for workgroup-directed calls. Lets you assign a skill level
requirement from 1-9 to the selected DNIS number. This setting tells the system to
match the call to an agent’s skill level setting. (Setting an agent’s skill level is
explained in “Setting Up Skill Based Routing” on page 162.)
• Language Setting —lets you specify that callers who dialed the selected number will
hear prompts in the language you set here. This field will have choices only if you
added sets of prompts according to the instructions in “Multilingual Configuration”
on page 75.