posted
As I understand things, the dialler gets 2 fields from the switch (a Definity in my case) to display on the screen. The ANI - which is the originating phone number where displayed and the DNIS which appears to be the VDN which directs the call to the dialler. Is there any way to populate the DNIS field with other information - such as a name. As we have multiple products this would ease the identification process for the Agents.I appreciate that this may be a switch change rather than on the dialler. Any help would be appreciated.
From: Birmingham, UK | Registered: May 2005
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Did you find your solution to this? If you have a custom API to provide the screen pop / integration with CRM database used, could you utilise the information from the DNIS field, lookup the VDN via a static table/CMS/CentreVu and return the descriptive to the API?
Alex has supplied me with a server based solution that gives a great deal of flexibility.
My own support company have come up with a simpler alternative which I am waiting to try out - this should be in the next few weeks.
We do not use an API but in essence I do not see why you could not do something along the lines that you suggest - that is not too different from the solution Alex proposed.
Regards
Andy
From: Birmingham, UK | Registered: May 2005
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