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Using the DNIS System Variable to Route Calls

SAS offers a wide variety of system variables and features that can be used to easily route your calls one way or another. The DNIS variable offers users the freedom to filter multiple SAS Numbers through one script, while still allowing agents to handle all types of calls without having to ask callers unnecessary questions.

In this article we'll discuss:

What does DNIS stand for?

DNIS stands for Dialed Number Identification Service, and is used to tell our system which SAS number was dialed when a new call comes in.

Use cases for the DNIS system variable

Check out the use cases below to help determine if using the DNIS system variable will work for you and your business. 

  • Businesses with Multiple Locations  or Departments: Businesses with multiple locations or departments may want to provide each department or location with their own SAS number that customers or employees can dial directly. Instead of having to configure separate scripts for each number, one script can be created in which all numbers are assigned. Using the DNIS variable in a Workflow (Path) block can automatically route the script without having to ask the caller which location or department they are calling for.
  • Counseling Centers:  Counseling centers may want to provide each of their therapists their own SAS number that patients can call directly. Instead of having to configure separate scripts for each number, one script can be created in which all numbers are assigned. Then, via a Workflow (Path) block, the script can route differently based on the DNIS variable that hit the system.
  • Business with Multiple Products: Business that offer support for multiple products may want to assign each product with its own SAS number which customers can call directly. Instead of having to configure separate scripts for each number, one script can be created in which all numbers are assigned. Using the DNIS variable in a Workflow (Path) block can automatically route the script without having to ask the caller which product they are calling for. 

Configuring the DNIS variable within the Workflow (Path) block

In order to route calls based on the DNIS, we'll need to configure a Workflow (Path) block. This will allow the script to route one way or another based on the specific SAS number that hit the system.

Before we get started, you'll want to make sure your SAS Numbers are named accordingly. This will help you identify them more easily. In our example, we'll be using the DNIS variable to determine which location the customer is calling from.

1
Within SAS Flex, click on the   Builder icon from the menu on the left. Then select  Blocks.

2
Under the Builder dropdown list, locate the  Workflow (Path) block and drag it over to the designated box.

3
Under the Options tab, we'll need to configure our conditions. Click Add, then select DNIS from the Condition drop down  list.

4
Within the Function drop down, select Equals.

5
Under the Comparison column, enter in one of your SAS Numbers. In our example, we'll start with the number associated with our NJ location. 

6
Repeat steps 3-5 until you have all SAS numbers listed, as shown in the image below.

7
Next, under the  Field tab, name your script block. We named ours  DNIS - Locations.

8
When you are finished creating your script block, click Save

Adding the Workflow (Path) block to your Script

Once the Workflow (Path) block has been configured with the DNIS variables, it's time to implement it into your script.

1
Within SAS Flex, click on the  Builder icon from the menu on the left. Then select  Scripts.

2
From the main Script page, select the script you wish to edit.

3
On the next page, click and drag the New Script Section button over to the workflow grid. Then click Add Script Blocks.

4
Under the Unassigned Blocks section on the left-hand side of your screen, locate your newly created Workflow (Path) block, and drag it over to the designated section box. 

5
Before saving your section, don't forget to add a name. We named ours Locations. Then click Save. You should see your newly created Section as shown below:

6
Link up your Greeting Section to your newly created Section.

7
To finish creating the script, subsequent script sections will need to be created for each option listed within your Workflow (Path) block. For example, you may want calls for one location to result in a simple message, where as calls for another location should result in a Reach to an on-call member. After configuring your script dependent on your needs, don't forget to connect the different Script Sections accordingly and click Save.

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