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DNIS/LABEL MAPPING

DNIS/LABEL MAPPING

DNIS/LABEL MAPPING

(OP)
Hello

Can somebody clarify what this actually achieves when associating a label to a DNIS and NTG in config ICM. Is it a simply a logical connector and will the routing label not function 'intelligently' if it's not mapped in this way ?

Thanks

 

RE: DNIS/LABEL MAPPING

It depends on whether your are routing to enterprise skill groups or if you are just handing off to a DTN, if you want full intelligence across your network for enterprise skills you need to associate the label to the corresponding DNIS as this is how ICM will look up agent states within that skill group (basically it tells the PG where to look!) If you are just routing to a label you dont really need to bother but it is good housekeeping all the same!

RE: DNIS/LABEL MAPPING

(OP)
I don't think enterprise skill groups have anything to do with it.

I was just asking what the significance of mapping a DNIS to a label is.

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