Mitel Forums - The Unofficial Source

Mitel Forums => Mitel Software Applications => Topic started by: jaustill on December 22, 2019, 05:31:19 PM

Title: How do I route inbound calls based on ANI to a particular agent
Post by: jaustill on December 22, 2019, 05:31:19 PM

How do I route inbound calls based on an inbound callers ANI to a particular agent?
I have a Mitel controller 3300MXeIII  mivoice business
and a My contact center and IVR among others.

I want to import into Mitel (somewhere) lists of NANP phone numbers for different agents and when that number dials in and presses 1 for sales they are sent to the agent linked to that inbound phone number ANI. If the inbound ANI is not on any list it would go to an ACD and get the next free agent.

For example (these are fake numbers)
inbbound ANI             rings extension
2511234567                  312
2031245879                  312
2123565999                  312
2031247774                  245
2731249874                  245
2241248884                  245
2031249874                  245

there are 200,000+  inbound ANI's that would go to 40 different agent extensions

Where would I start to get help or training for this project, I am an admin at our company and not having any luck getting our Mitel vendor to assist.

Title: Re: How do I route inbound calls based on ANI to a particular agent
Post by: Dogbreath on December 23, 2019, 05:49:03 AM

You want to use a Query Activity in an IVR workflow. You can use either a spreadsheet or a proper SQL database as the data source for a query. Don't quote me on this but I suspect that you will get better performance from a DB than a spreadsheet with 200k rows!


http://micc.mitel.com/kb/KnowledgebaseArticle51451.aspx

https://www.youtube.com/watch?v=1DiOUnl069Q

Title: Re: How do I route inbound calls based on ANI to a particular agent
Post by: doncarlyon on December 30, 2019, 06:56:13 AM

Sounds complicated on the face of it, but its actually quite simple. Just requires quite a bit of config.

You also need to consider where the call goes when that agent isn't logged in and also maintenance of the "lookup" list for when agents leave the company.