Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: lancer123 on August 12, 2013, 03:00:12 PM

Title: Determine Switchboard vs Direct Dial Phone Number?
Post by: lancer123 on August 12, 2013, 03:00:12 PM

Hello,

The company I am working with is trying to determine a way to filter customer Direct Dial phone numbers from those that terminate at a switchboard.  Does anybody know of a service or method available which could identify each type of number? 

Thanks in advance,
Lance

Title: Re: Determine Switchboard vs Direct Dial Phone Number?
Post by: cavagnaro on August 12, 2013, 08:10:04 PM

Sure! In Perú the DDI are started with 0800 so you filter the DNIS! ¬¬
Seriously...we need more details for a GLOBAL WORLD community to know what you want and see if can help

Title: Re: Determine Switchboard vs Direct Dial Phone Number?
Post by: lancer123 on August 19, 2013, 05:04:58 PM

The logic is needed for a call center which is in and takes calls from the United States.  The idea you presented would work great if the United States phone system were setup like Peru. Any other ideas which may work for the United States?

Thanks,
Lance

Title: Re: Determine Switchboard vs Direct Dial Phone Number?
Post by: cavagnaro on August 19, 2013, 10:18:17 PM

??? Ok, someone needs to read. I presented no idea. You asked a very generic question without details, details that everyone can understand, details only you can provide. With those details we can help.

Title: Re: Determine Switchboard vs Direct Dial Phone Number?
Post by: lancer123 on August 20, 2013, 12:17:35 PM

I can give you the Use Case:

1.  The business is in the area of sales
2.  Phone numbers which directly ring to a persons desk are much more valuable than numbers which ring to a Auto Answer Attendant, IVR, etc.
3.  The business has asked us to determine by the Customers ANI (when they call our call center) if they are calling from a Direct Dial Number (there desk) or a trunk line (one number which shows up for many).
4.  We will flag the number as Direct Dial Yes/NO within our CRM software based on the finding.

Hopefully this is enough information to help me.

Lance

Title: Re: Determine Switchboard vs Direct Dial Phone Number?
Post by: Tambo on August 20, 2013, 01:29:23 PM

surely if they call you it doesn't matter ?? then once they've called and registered with you then you have their number and will know if it is a works number (more than likely via a switch) or their home number??
why would you need to know unless you are going to send unmanned calls to them with advertising messages?

Title: Re: Determine Switchboard vs Direct Dial Phone Number?
Post by: cavagnaro on August 20, 2013, 01:48:40 PM

If the call doesn't go though Genesys then you can collect the direct calls as ~(PairExists("SOME_PERSISTANT_DATA","*")) so you will deny it and collect.
For Genesys calls do the opposite, without ~
For the TrunkLine (HG?) do a filter based on DNIS.
All depends on your side and data, must check TServer logs for figure out a pattern, otherwise will be very hard or impossible