Hello!
We are moving from I3/Pureconnect to Genesys cloud. During the lifespan of our company, we have had several customers that want a bill for some of their subcompanies that they are responsible for. We bill via DNIS [We assign a DNIS/DID to each company, then bill them for agent call usage at the end of the month], not queue. (We have wayyy to many companies to bill via queue.) In I3/Pureconnect we did this via setting up a IVR with different [silent] prompts for each company and had the call flow append a number onto the end of the DNIS. Example would be as follows:
_______________/----->Company/option #1 = DNIS 555-555-00001
555-555-0000 --->------>Company/option #2 = DNIS 555-555-00002
_______________\----->Company/option #3 = DNIS 555-555-00003
Then we would tell the client to make their phone system call out to the 555-555-0000 number, wait 3 seconds, then dial w/e number corresponds to the company.
Then we could just run a DNIS report at the end of the month, and we would have each sub companies's
We thought we could do the same with Participant data, via making a BillingDNIS value and having each phone IVR append a digit onto the end of the DNIS and store it in said value, but we are finding that you cannot access such participant data via Summary reports, only detail reports.
Is there a way to generate a summary report while also accomplishing something simular to the above, without having to buy more numbers? Redesigning the flow is fine, if it produces a billable method and doesn't involve making more queues or buying more numbers.
#Reporting/Analytics#Routing(ACD/IVR)------------------------------
Nathan McKay
Insite Support Services, Inc.
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