CLI based routing

Calls can be routed to specifc groups of agents based on :

• the source of the call as indicated by the Caller Line Identity (CLI) information and
• the destination of the call as indicated by the Dialed Number Identification Service (DNIS)

Note: CLI is also known as CPN (Called party Number), DNIS is also known as DDI (Direct Dial Index)

This is form of routing is typically used to channel calls to the relevant department. For example, many companies split sales and customer service calls by publishing different numbers for different departments even if both types of call are handled by the same group of agents.