Engage Voice | Configuring DNIS notifications

As we discussed in Intro to notifications, you can set up notifications to receive email alerts anytime a specific event occurs on the DNIS number you specify. For example, you can set up notifications everytime someone calls your company number and leaves a voicemail, or whenever an incoming call isn’t answered. 
 
You can configure your notifications based on the DNIS number associated with the inbound queue for which you’d like to receive notifications. You can also choose between several events that will trigger the notification, including a short call, a missed call, or a voicemail. 
 
Please note that you can only receive DNIS notifications by email. And unlike configuring alerts (via Settings > Notifications > Alerts in the left-hand navigation bar), you do not have to set up a notification group to receive DNIS notifications. 

Setting up DNIS notifications

To set up DNIS notifications, follow these steps:
1. Navigate to Settings > Notifications > DNIS notifications via the left nav bar
2. Click on Add Notification 
3. Select a DNIS number from the DNIS dropdown menu
4. Add a description (optional)
5. Select the checkbox next to each event you want to trigger a notification
6. Enter the email address(es) to which you’d like to send notifications in the Email Destinations field (required)
7. Click Save

DNIS notification stats

Now that we’ve discussed the steps for how to set up a DNIS notification, let’s review the options for what events can trigger a notification. 
  • Short Call: Calls taken by the agent with a duration less than the short call time set in the queue/campaign configuration
  • Missed Call: Calls that are missed or unanswered by agents
  • Voicemail: Calls that are unanswered by agents and go to voicemail

Managing DNIS notifications

When you create a DNIS notification, that notification will appear under the table in the DNIS Notification Configuration page. For each DNIS notification, you can see the DNIS, the description given to the notification (Description), and the email address(es) to which you’d like to receive that notification (Email Destinations).

You can also see the event type(s) selected for each notification, indicated by either a ‘Yes’(if enabled) or ‘No’ (if not enabled) beneath each of the event type columns (Short Call, Missed Call, and Voicemail). 

Finally, you can edit or delete the notification at any time via the Edit pencil and paper icon or Delete trash can icon (respectively) at far right.
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