DNs are communication devices, uniquely identified by their directory numbers (DNs), where customer interactions (for example, telephone calls or e-mails) reside and are handled.
Because most types of DNs represent the actual devices of the telephone system, their specification in the Configuration Database must always correspond to their Switch settings. Remember that Genesys Administrator Extension has no way of verifying this correspondence.
As a general rule, changes made to DN configurations in the Configuration Database must always follow the changes made to DNs within the telephone system, and never the other way around.
The DNs list shows the DNs that are in your environment. It is sorted in a hierarchy by Tenants, configuration units, sites, and folders. To view objects by a particular hierarchy, select the hierarchy type in the drop-down menu above the list.
- The Switches list displays when you select DNs in Configuration Manager. To access the DNs list, you must first select a Switch object and then a DN folder.
- DNs that are disabled appear grayed out in the list.
Configuration Manager respects tenancy permission settings. You can access only those objects that you have been granted permissions and privileges to access.
You can filter the contents of this list in two ways:
- Type the name or partial name of an object in the Quick Filter field.
- Click the magnifying glass button to open the Tenant Directory filter panel. In this panel, click the Tenant that you want to select. Use the Quick Filter field in this panel to filter the Tenant list.
You can sort the items in the list by clicking a column head. Clicking a column head a second time reverses the sort order. You can add or remove columns by clicking the Select Columns button.
Click the Group By button to group objects by various criteria.
To select or de-select multiple objects at once, click the Select button.
Possible Procedures from this Panel
To create a new DN object, click the New button. To view or edit details of an existing object, click on the name of the object, or click the check box beside an object and click the Edit button.
To delete one or more objects, click the check box beside the object(s) in the list and click the Delete button. You can also delete individual objects by clicking on the object and then clicking the Delete button.
Otherwise, click the More button to perform the following tasks:
- Clone—Copy a DN.
- Move To—Move a DN to another hierarchical structure.
- Enable or disable DNs.
- Create a folder, configuration unit, or site. See Object Hierarchy for more information.
Creating DN Objects
To create a DN object, perform the following actions:
- Go to Configuration > System > Configuration Manager.
- Click DNs. The Switches list displays.
- Click the Switch object in which you wish to create a DN.
- Click the DN folder in which you wish to create a DN.
- Click the New button.
- Enter the following information. For some fields, you can either enter the name of a value or click the
Browse button to select a value from a list:
WarningThe last two values force T-Server to register this DN regardless of whether it is enabled or disabled.ImportantTo specify a value in the Override field, you must ensure the Use Override check box is checked.
- Number—A directory number assigned to this DN within the Switch. You must specify a value for this property, and that value must be unique within the Switch for all DN types except the Destination Label type. Once you set the value, you cannot change it. Genesys Administrator Extension does not verify the correspondence between the numbers assigned to DNs and the switch's numbering plan defined by the DN Range property of the Switch. If, according to T-Server specifications, such correspondence is important in an environment, make sure that the specified DN Range covers all DN numbers that are defined within the Switch in question.
- Type—The type of the DN. Once you set the value, you cannot change it.
- Switch—The Switch to which this DN belongs. You must specify a value for this property. Once you set the value, you cannot change it.
- Association—An entity permanently associated with this DN (for example, an IVR port number, channel name, or access number). For DNs of External Routing Point type, this number may be required to substitute for the actual DN directory number and may be used when placing calls to this routing point from another Switch.
- Register—Indicates whether T-Server must register this DN within the Switch. You must specify a value for this property. From the drop-down menu, select one of the following values:
- False—T-Server should never register the DN in question on the Switch, but process it locally.
- True—T-Server should always register the DN on the Switch during T-Server startup or reconnection.
- On-Demand—T-Server should register the DN only when a T-Server client requests the registration. Consult T-Server documentation for more information.
- Alias—An alternative name for this DN. You must specify a value for this property if the DN is used as a target in routing instructions. If you specify this value, it must be unique within the Configuration Database (in an enterprise environment) or within the Tenant (in a multi-tenant environment).
- Route Type—The type of routing that applies to this DN. You must specify a value for this property.
- DN Group—The DN Group to which this DN belongs.
- Override—Value to use as the override instead of the number or name value for accessing this DN in certain types of routing. You must specify an override value, and it must be unique within the Switch.
- Login ID—The login identifier used to activate this DN. Some types of switching systems require that the login code used to activate a particular DN be permanently associated with this DN. In that case, the Login ID may be applicable to the following types of DNs: ACD Position, Extension, Voice Treatment Port, Voice Mail, or Mixed.
- Switch-specific Type—An integer that corresponds to a combination of switch-specific settings for this DN. It identifies the device type (for example, Extension, ACD Position, or Trunk) for each switch (PBX) that T-Server supports. It is unique for each switch/DN/T-Server configuration. In essence, it provides a cross-reference for DN Types between T-Server and PBX. You must specify a value for this property, and it must be 1 or greater. For more information, refer to the Framework T-Server Deployment Guide for your particular T-Server.
- Number of Trunks—The number of trunks associated with this DN. It applies only if the Type property has a Network Destination value. The default value is 0.
- Tenant—In a multi-Tenant environment, the Tenant to which this object belongs. This value is automatically set to the Tenant that was specified in the Tenant Directory field in the object list.
- State Enabled—If selected, indicates that the object is in regular operating condition and can be used without any restrictions.
- Click the Save button.
Types of DNs
|Access Resource||A Switch access resource to be used in a multi-site environment for external routing.|
|ACD Position||An extension designated for customer interactions only.|
|ACD Queue||A device in a Switch, typically associated with a number of targets, where customer interactions wait while the control system is
looking for an available target.
|Call Processing Port||An extension connected to a call-processing equipment port.|
|Chat||A Chat address.|
|CoBrowse||A Co-Browse address.|
|Communication DN||A virtual device that applications use to communicate with each other through the User Event mechanism.|
|E-mail Address||An e-mail address.|
|Extension||A regular extension line.|
|External Routing Point||An ISCC (Inter Server Call Control) resource dedicated to supporting the external routing and call overflow functions.|
|Fax||An extension connected to a fax machine.|
|Mixed||An extension line that can be used as both an Extension and an ACD Position.|
|Mobile Station||A mobile station.|
|Modem||An extension connected to data communication equipment.|
|Music Port||A music source.|
|Network Destination||A destination number in network routing.|
|Routing Point||A device in a Switch, not associated with any particular target, where customer interactions wait while a routing application is making routing decisions.|
|Routing Queue||A telephony device that can be used as both a Routing Point and an ACD Queue.|
|Service Number||A service number used as a Routing Point in network routing.|
|Tie Line||A direct communication channel between two Switches of a private telephone network.|
|Tie Line Group||A group of tie lines forming one route.|
|Trunk||A communication channel between the public telephone network and a private telephone network.|
|Trunk Group||A group of trunks forming one route.|
|Video over IP Port||A video channel.|
|Virtual Queue||A virtual device, created and maintained by the switch, with activity identical to an ACD Queue.|
|Virtual Routing Point||A virtual device, created and maintained by the switch, with activity identical to a Routing Point.|
|Voice Mail||A voice mail channel.|
|Voice over IP Port||A Voice over IP (VoIP) Port.|
|Voice over IP Service||A VoIP Service.|
|Voice Treatment Port||An extension connected to an electronic audio equipment port (for example, IVR).|
|Workflow||A Workflow resource.|