General

Dialed Number Information Service (DNIS) is a service which provides the ACD agents the possibility to identify different customers based on the number the customer is dialing.

When the call is presented to the agent, for example when it is ringing on the IP Telephone and after answer, the DNIS number and name is displayed on the telephone together with the A-party number and name. This is applicable if DNIS name and A-party number and name are available for presentation on the IP Telephone display.

Each DNIS number is stored together with its affiliated name and service group number. The service group number can be either an ACD. An incoming DNIS call will fetch its stored name and the call will be sent to its specified service group number. When the call is presented to an agent the DNIS number and name will be presented on the IP Telephone display.

The DNIS feature works in conjunction with the ACD feature. In order for the DNIS feature to work, the ACD feature must be installed in the system.