What is DNIS?

What is DNIS?

• A. The agent's ID.
• B. The queue name.
• C. The duration of the call.
• D. The number dialed for the call.

Answer: (D)

DNIS is the number that callers dial to reach your system. This value lets the routing engine know which destination the caller intended, especially when multiple phone numbers funnel into the same contact center. By recognizing the dialed number, the system can route to the appropriate script, IVR path, or queue associated with that DNIS, and it also supports reporting so you can see which inbound numbers are driving traffic. This differs from the agent’s ID (which identifies the person handling the call), the queue name (which is the destination you route to, not what was dialed), and the duration of the call (a metric of how long the call lasted).

DNIS is the number that callers dial to reach your system. This value lets the routing engine know which destination the caller intended, especially when multiple phone numbers funnel into the same contact center. By recognizing the dialed number, the system can route to the appropriate script, IVR path, or queue associated with that DNIS, and it also supports reporting so you can see which inbound numbers are driving traffic.

This differs from the agent’s ID (which identifies the person handling the call), the queue name (which is the destination you route to, not what was dialed), and the duration of the call (a metric of how long the call lasted).