DN translation to DNIS...possible? - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

cbubacz · 09-29-2003, 09:24 AM

Here's my situation:

I overflow my toll free numbers from one carrier to another. If the call comes in on the first carrier's T1, the DNIS is 1234 (for example). If that T1 is busy (or down), the call routes to a DID number, 4321 (for example).

What I need to be able to do to generate correct leadfs fromall these calls is display the original toll free's DNIS to the agent even though the call is now coming in over a DID.

Anybody have a solution to this? Or even a good idea?

My solution would be to translate the DN to the DNIS in the translation table, but this isn't working.

**Chas2002** · 09-29-2003, 10:28 AM

Just a suggestion...convert the original DNIS..

Example:

Toll Free 888-xxx-xxxx is delivered as 2345,
Incoming Digit Conversion 2345 to your ACD/CDN (4321)

On your alternate (T1 Down) route program to deliver to 4321.
Thus - all calls (Toll free or local delivery) end up on 4321.

I do this with all my toll free numbers to give customers to oppotunity to dial a local number or toll free number.

cbubacz · 09-29-2003, 01:22 PM

Well, that would work but my setup is a little strange:

I have almost 300 toll free numbers. We used to use a 1-CDN-to-1-toll free arrangement (using Symposium's CDN Name as a phoneset display), but we gobbled up ACD groups in the switch so fast we had to reduce the number of them. I did this by pointing 10 toll frees to each CDN and started displaying the DNIS of the incoming call on the phoneset display.

The whole reason for this is so the agent can take the call and log it with a unique identifier (the DNIS) and we can trace their transaction back to the original phone number.

This "unique-ness" (coupled with having two carriers) is giving me some fits. I am currently displaying the DNIS, but incoming DID calls carry no DNIS so the agent cannot tie their transactions to the toll free number.

I suspect I am going to be at odds with our marketing people over the traceability of business transactions back to the toll free number, but I am going to continue to fish for ideas. Likewise, I will post any solution I come up with for anybody who has taken interest in this dilemma.

Thanks.

**Chas2002** · 09-29-2003, 05:22 PM

I see your dilemma...

Do you or can you have a one-to-one relationship for DID to Toll Free number???

Currently you have (10) toll free pointed to one CDN, then in scripting you're routing to skillset based on delivered DNIS.

As far as I can tell - you would have to duplicate that in your busy/failure route.

Am I getting warm?

cbubacz · 09-30-2003, 10:30 AM

I currently have a one-to-one with DID to Toll Free.

The DID's that are assigned to each Toll Free are either built as phantom 500 units, forwarding the call to the appropriate CDN, or they are built as ACD groups, forwarding the calls to the appropriate CDN. That's going to present a problem as far as how many ACD groups I am using, but its the only way I can think of to treat those calls correctly.

In scripting, I am routing by DNIS or by Dialed DN (for overflowed, busy/fail calls). In either case, my Master script send the call to the appropriate Application.

But I still have a phoneset display problem.

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