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Routing entry configuration

Each dialed number can be routed to a CIC user, station, station group (including fax group), or workgroup extension. Depending on the quantity and format of DNIS numbers you receive, you can use one of these three methods to set up a map table for routing calls: Simple Mapping, Substitute Prefix, and Replace N Digits. For more information about these methods, see Overview of automatic call routing.

Simple Mapping

Select this method if you have only a few call routes to create, or the DNIS numbers have different prefixes. This method allows you to add one call route to the map table at a time. To do this:

Select the Simple Mapping option.
Type the complete DNIS number and then single-click on a Destination field in the list at the right, or

Type the prefix of the DNIS number in the adjacent field, select a Destination queue in the list at the right, and click Grab Extension to add the destination extension to the field.
Type a brief description of the purpose of this call route. This serves as useful documentation for the CIC administrators looking at the DID/DNIS configuration.
Verify the route in the explanation field at the bottom and click OK if the map is correct.

Notes: The next two methods allow you to select multiple entries from the Destination list:

To select a contiguous range of entries from the list, click on the first entry in the list, scroll down (or up) to view the last entry in the list, hold the Shift key down and then click on the last entry in the list.

To select entries from the list randomly, click on an entry, hold the Ctrl key down, and then click on one or more other entries in the list. To sort the list before selecting entries, click on one of the column names to sort the list by that name.

Substitute Prefix

Select this method if you have a range of DNIS numbers, all with the same prefix and a group of extensions with the same number of digits. This method allows you to build a map table for a large range of extensions with the same DNIS prefix at one time. The DNIS prefix can be three or four digits, depending on the DNIS numbers you have reserved, and whether the extensions are all three-digit numbers or all four-digit numbers.

Select the Substitute Prefix option.
Type the three or four digit DNIS prefix in the adjacent field.
Select a range of destination queues in the Destinations list to the right. If it would help to select the names in a particular order, click on one of the column headings in the list to sort the list by that column. For example, in the Destination list, click the Extension column heading to sort the list by extensions.
Type a brief description of the purpose of this call route. This serves as useful documentation for the CIC administrators looking at the DID/DNIS configuration.
Verify the routes in the explanation field at the bottom and click OK if the map is correct.

Replace N Digits

Select this method if you have a range of DNIS numbers with the same prefix, but the DNIS numbers map to extensions with one, two, three, or four digits. You provide a phone number template and this method builds a map table by substituting the number of digits in each extension (N) for that same number of digits at the end of the template phone number. The template DNIS number is usually a seven-digit phone number using the first three digits of the prefix in the DNIS numbers.

Select the Replace N Digits option.
Type a DNIS phone number template in the adjacent field. This is a 7-digit number in the North American Numbering Plan, but it could be more or less than seven digits in other locations.
Select a range of destination queues in the Destinations list to the right. If it would help to select the names in a particular order, click on one of the column headings in the list to sort the list by that column. For example, in the Destination list, click the Extension column heading to sort the list by extensions.
Type a brief description of the purpose of this call route. This serves as useful documentation for the CIC administrators looking at the DID/DNIS configuration.
Verify the routes in the explanation field at the bottom and click OK if the map is correct.

Description

This field contains a brief description of the purpose of the DID/DNIS entry. The text entered in this box appears on the DID/DNIS configuration page under the Description column. It can provide useful documentation for the CIC administrator who has to manage the call routing later.

Note: There is a tool to process the DID/DNIS routing table from Interaction Administrator. The tool takes the DNIS string of a telephone call and returns a scoped queue name based on the DID/DNIS configuration in Interaction Administrator. For more information, see the Interaction Designer help.