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  • 1.  DNIS reporting query

    Posted 03-26-2023 04:03

    Hi All

    Hoping someone can assist me 

    Is there a way to capture the call to a particular DNIS number in hte IVR Menu selection?

    I cant seem to get this working to show up in the DNIS report.

    Example: 

    I assign 03XXX  number to the call flow and assigned the same number in the Menu "transfer to number" in Architect Inbound call flow as well..

    When I test call the IVR Menu and selected the option... nothing is showing up in the DNIS Performance report???? 

    is there a way to go about this?

    Thanks

    Adam


    #ArchitectureandDesign

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    Adam Kim
    Australian Unity Group Services Pty Ltd
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  • 2.  RE: DNIS reporting query

    GENESYS
    Posted 04-28-2023 15:38

    Hi Adam... 
    So it sounds like you're wanting to report on calls that you transferred from one flow to another using a dnis route? Is that correct? 
    Thanks



    ------------------------------
    Dean Thames
    Sr. Principal Consultant Cloud CX
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    Original Message


  • 3.  RE: DNIS reporting query

    Posted 9 days ago

    Hi Dean,

    I'm not the original poster from above but I have a similar question. Is there a way to capture the reports of DNIS that was transferred to?

    Thank you,



    ------------------------------
    Dianne
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    Original Message


  • 4.  RE: DNIS reporting query

    GENESYS
    Posted 9 days ago

    Hi Dianne...

    The transferred to number should show up in the "session dnis" attribute. If you go to workspace/interactions view and then add that metric using the "+" button on the far right, you should be able to see the number there. Give that a shot and let me know. 



    ------------------------------
    Dean Thames
    Sr. Principal Consultant Cloud CX
    ------------------------------

    Original Message


  • 5.  RE: DNIS reporting query

    Posted 9 days ago

    Hi Dean, thank you for your reply!

    I tried it and it doesn't tell indicate the session DNIS but instead it shows the agent name instead. For example:

    What happened here is the caller dialed the DNIS ending in 7110, then agent Anderson picked up the call then transferred to an external contact (which is why we are trying to get the session DNIS), then agent Morgan picked up the call.

    We have a participant attribute that tells us if a call has been transferred to and from a specific DNIS:

    We're trying to capture DNIS ending in 1724.

    Thank you!



    ------------------------------
    Dianne
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    Original Message


  • 6.  RE: DNIS reporting query

    GENESYS
    Posted 8 days ago

    Hi Dianne... not sure of your exact use case, but typically secondary numbers show up under the "session dnis" attribute. In the workspace/interactions view, you can ass the session dnis attribute to the view and then search or filter on them that way. Give that a shot and let me know. 



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    Dean Thames
    Sr. Principal Consultant Cloud CX
    ------------------------------

    Original Message


  • 7.  RE: DNIS reporting query

    Posted 8 days ago
    Edited by Dianne Gabriel 8 days ago

    Hi Dean,

    Is it only when transferring to a number this could work? Our agents transfer to an external contact, which is an internal DID that points to a flow (in this case the DID ending in 1724), but it's not showing up to the session DNIS and it doesn't get filtered. 



    ------------------------------
    Dianne
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    Original Message


  • 8.  RE: DNIS reporting query

    GENESYS
    Posted 5 days ago

    Hi Dianne, 

    Apologies... it appears that internal transfers don't inherit that number for the session dnis attribute. I have a similar use case I'm working on atm so let me see if I can write that transferred to internal dnis to participant data.

    Alternately, you may also try to filter on the flow that the call was transferred to. If you have a flow dedicated to transfers of this nature, then a flow performance report against it instead of the dnis will give you some metrics as well. 



    ------------------------------
    Dean Thames
    Sr. Principal Consultant Cloud CX
    ------------------------------

    Original Message


  • 9.  RE: DNIS reporting query

    Posted 5 days ago

    Since I posted this I forgot to update on my work around. 

    so instead of using all of this convoluted process I have decided to create an "Inbound Call Flow" as a work around to capture the specifically only for "IVR Menu Selection" ... 

    So instead of when customer press #1

    I created a call flow so that it transfer to a Flow > and from the flow you transfer to DID number > which then transfer to queue

    then run report for "Flow Performance" and you will see the entry point or selection value.

    Hope this helps somewhat... still won't answer your transfer internally part but yeah... 

    Goodluck on that part.



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    Adam Kim
    Australian Unity Group Services Pty Ltd
    ------------------------------

    Original Message


  • 10.  RE: DNIS reporting query

    GENESYS
    Posted 4 days ago

    Hi Adam... I think the same concept holds true here. If you route your internal  e.164 did number (via a flow or an external contact) to a flow dedicated to Transfers, you'll get a set of metrics that's similar to the flow performance: 



    ------------------------------
    Dean Thames
    Sr. Principal Consultant Cloud CX
    ------------------------------

    Original Message


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