What is the difference between dnis and ani

You could also segment based on a logical expression that you create in Expression Builder. You can use the Branching block for this purpose as described below. We will now define two sample expressions in Expression Builder. In the case of the Branching block, the expressions will define the branching conditions that will cause interactions to take different paths in the strategy. This section describes how to configure the Target blocks in our example strategy diagram.

Targets refers to routing target objects that exist in your Configuration Database. You have the option of instructing Universal Routing Server to use the value of a statistic during target selection. For example, you may wish to route to an agent who has been in a "Ready" state for the longest period of time. However, the similarity ends there. DNIS identifies the phone number originally dialed by the caller. Businesses with toll-free numbers and multiple phone numbers—often to serve a different purpose—direct their calls to the same contact center.

DNIS information is important for companies, particularly in gauging how effective their marketing efforts are. Data analysis will reveal which advertised phone numbers had the most inbound calls and the highest conversion rates.

They can utilize the data to maximize the allocation and spending of their marketing budget. ANI in Contact Centers Contact centers are similar to call centers but have more points of customer contact besides phone calls.

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