What Is DNIS?

A phone keypad
Filed under - Definitions

What Is DNIS?

DNIS means Dialed Number Identification Service. This is the same as DDI Direct Dial Incoming.

A string of digits that the telephone network passes to the ACD, VRU or other device, to indicate which number the caller dialled.

The ACD can then process and report on that type of call according to user-defined criteria. One trunk group can have many DNIS numbers.

In essence, it is a block of telephone numbers that can be used for directing calls to a particular individual or a particular service.

So, for example, the number range is

  • 01632 960 100 to
  • 01632 960 199

So you could use

  • 01632 960 100 for the switchboard
  • 01632 960 101 for Customer Service
  • 01632 960 120 for Sales etc

DNIS Applications

  1. Call Routing: DNIS is primarily used for call routing purposes. By identifying the dialed number, organizations can direct calls to the most suitable destination based on their specific needs. For example, incoming calls can be routed to different departments, geographically dispersed call centers, or specialized agents based on the purpose of the call.
  2. Personalized Customer Service: DNIS allows companies to provide personalized customer experiences by tailoring their call handling processes accordingly. By understanding the nature of the call, agents can better anticipate customer needs and offer appropriate solutions, resulting in enhanced customer satisfaction.
  3. Efficient Call Handling: DNIS helps optimize call center operations by streamlining call flows. By automatically routing calls to the appropriate department or agent, it reduces the need for manual call transfers, minimizes wait times, and improves overall efficiency.
Author: Robyn Coppell

Published On: 22nd Apr 2022 - Last modified: 26th Jun 2023
Read more about - Definitions

Follow Us on LinkedIn

Recommended Articles

jargon definition
Contact Centre Jargon and Terminologies
A Guide to Call Routing in the Contact Centre
The Top 10 Call Routing Strategies
Wooden cubes with numbers on a turquoise background.
29 Call Centre Metrics and KPIs