Specifications

Analyzing Trends Generating Reports on IVR Applications
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ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 49
Complete the following steps to specify a DNIS for an IVR application for voice calls:
1. From Contact Center Director, select Routing > DNIS.
2. To create a new DNIS, click New, enter the required options, and click Create.
3. To edit an existing DNIS, select the DNIS, enter the required options, and click Save.
The following list includes the DNIS options:
 Name — A unique name for the DNIS.
 Number — The IRN number represented by the DNIS as an entry point for voice or chat
contacts.
 Target ASA — Target Average Speed of Answer. The amount of time during which the call
should be answered from the time it is received. This parameter is used to calculate the DNIS
Target Service Factor (TSF).
 Short Calls Threshold — The amount of time (in seconds) in which a call must end to be
counted as a too short call in the historical reports.
 Max ACD Talk Time — The amount of time (in seconds, in case of a Voice or Chat DNIS, or in
hh:mm in case of an email DNIS) that a call must exceed to be counted as a too long call in
the historical reports.
 Interval Time — Determines the time period that will be monitored in the real-time reports for
the DNIS. If this field is set to ten minutes, for example, the real-time report for that DNIS will
show statistical information relevant to the last ten minutes.
 Service Time Intervals — This parameter determines the time intervals in which calls are
monitored. The calls can be viewed in STI histogram reports that show the number of calls
answered, abandoned, and waiting in each given interval.
Complete the following steps to specify a DNIS for an IVR application for email:
1. From Contact Center Director, select Email > Email DNIS.
2. To create a new email DNIS, click New, enter the required options, and click Create.
3. To edit an existing email DNIS, select the email DNIS and enter the required options, and then
click Save.
The email DNIS options are as follows:
 Name — A unique name for the DNIS.
 Email Account — The email account represented by the DNIS.
 Target ASA — The amount of time in which the email should be answered from the time it is
received, and is used to calculate the DNIS Target Service Factor (TSF).
 Short Calls Threshold — The amount of time in which interaction with an email must end to
be counted as “too short” in historical reports.