Dialed To (DNIS)

Description

The dialed number identification service (DNIS) associated to the first recorded interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. of a call. DNIS is derived from CTI and identifies the number that the caller dialed, useful in enterprises to which calls to multiple numbers can be directed.

In searches, it is used to search for interactions, evaluations, and assessments.

Field information

N/A

Valid characters

This value is a Unicode character data. You can type multiple values, separated by a comma. The value can contain up to 256 alphanumeric characters.

Value can contain:

Any number
Any letter (in any supported language)

Special characters:

Valid special characters
!	@	#	$	%	^	&	*	()	_
+	=	<>	,	.	?	/	:	;	'
{}	[]	\|	~	`

Wildcard usage

You can search for a dialed number using either the single character placeholder (?) or multi-character placeholder (*).

For example, when you type 180055*, the system retrieves interactions dialed to 180055111 and 180055222.

In searches with multiple DNIS values, wildcards are not permitted.

Indexed

It is an indexed field, meaning that performing a search based on this field improves the search performance.

Note

The DNIS cannot match the DNIS of the initial call into the enterprise. DNIS is derived from the first recorded interaction of the call. For example, if a first recorded interaction starts on a consult, then the consultation call DNIS is considered the DNIS value for the interaction. Other examples where the DNIS cannot match the DNIS of the initial call into the enterprise are call park or automatic transfers.

Some CTI integrations (such as Cisco JTAPI), do not provide a specific DNIS field. In these cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. called party information is used as a best alternative.

Some CTI integrations provide pre-routed/translated DNIS values or otherwise present manipulated DNIS values. If that is all that is available, the manipulated DNIS value is used.

Some CTI integrations (such as Genesys and Cisco ICM) provide explicit DNIS information and are used explicitly, with no additional logic applied.

Each interaction DNIS value is stored separately within the interaction, and DNIS values are not overwritten with values from previous interactions.

When using wildcards at the beginning of a string (for example, *1234), indexed search improvements do not apply, and a timeout or a long search time may occur. In this case, add extra criteria to the search.