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 is DNIS?
How the DNIS variable can be used
How to configure a script using the DNIS variable in a Workflow (Path) block
Adding your workflow (path) block to your script

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 some of 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.

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

Under the Block templates list, locate and select the Workflow (Path) block.

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

Within the Function drop down, select Equals.

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.

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

Finally, name your script block. We named ours DNIS - Locations.

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.

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

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

On the next page, click the + sign to Add Sections, then drag the New Section button over to the workflow grid.

Within the new section, click the + sign. Then under the Custom blocks library, locate your newly created Workflow (Path) block, and drag it over to the designated section box.

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

Link up your Greeting Section to your newly created Section.

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.