Hello, we're trying to get all of the following information for calls that are coming through to our Toll Free lines from within our ICM scripts:
1) Calling Line ID
2) Dialled Number
If we look at our Gateway traces, we can see the Calling Line ID, the Caller Name and the Local Terminating Number that is associated with that Toll Free.
For example, the Calling Line ID would be something like 5199745388, the Caller Name would be Smith, John and the Local TN would be something like 5199747885 (we actually dialled the Toll Free but it shows the local TN that is associated with that Toll Free instead)
But, when I look at the
Termination_Call_Detail database for that call, all it shows is the Calling Line ID and DNIS (Dialled Number), but the DNIS is actually the Route Point that the Local Terminating Number is associated with. This same information is passed to our CAD agents as ANI and DNIS.
Is this how this works, or should the actual Dialled Number be passed to ICM instead of the Rout Point?
The reason I'm asking is because if we can determine which Toll Free number callers are calling in on, then we can send all of our Toll Frees to the same local terminating number, then have the ICM script handle setting the appropriate CallType depending on what number they dialled.
Currently we have a 1-to-1 relationship between toll frees and local TNs so that each can have it's own CallType for reporting purposes.
Does anyone have any help or ideas on this? I would greatly appreciate it.