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DNs are communication devices, uniquely identified by their directory numbers (DNs), where customer interactions (for example, telephone calls or emails) 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.

Viewing DNs

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 cube icon 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 Select Columns.

Click Group By to group objects by various criteria.

To select or de-select multiple objects at once, click Select.

DN Types

A DN is categorized as one of the following types:

[+] Show types

Working with DNs

To create a new DN object, click New. To view or edit details of an existing object, click the name of the object, or click the check box beside an object and click Edit.

To delete one or more objects, click the check box beside the object(s) in the list and click Delete. You can also delete individual objects by clicking on the object and then clicking Delete.

When you delete a DN, it is removed from the Configuration Database and from any DN Group of which it is a member. If you want to remove only the DN from a DN Group of which it is a member, but leave it still existing in the Configuration Database and available for assignment to another DN Group, you must remove it from the DNs tab of the DN Group.

Otherwise, click More 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.

Click the name of a DN to view additional information about the object. You can also set options and permissions, and view dependencies.

Creating DNs

To create a DN, do the following:

[+] Show steps

You can also create a range of DNs that share common properties. To create a range of DNs, do the following:

[+] Show steps

CSV File for Importing and Exporting

You can use the Bulk Import/Export functionality to import DNs from, and export DNs to, a comma-separated value (CSV), file. The import file used for importing and the export file created by exporting data are fully compatible, and a single file can be used for both importing and exporting. Or, if you wish, you can create the import file yourself, using the general CSV information in this Help file, and the object-specific information contained in this section.

Fields of the CSV File

The source file is a text file in a comma-separated (CSV) format, with an extension of .csv.

In the source file each line represents a single DN. The same DN can appear in the source file only once. The unique identifier of the DN in the scope of the source file is the Number field.

The columns of the file are the properties of a DN. The first row in the file has column names to identify the fields. The order of the columns is not important. A comma is inserted after each column header or value, or if the column does not have a value, immediately after the previous comma. Any non-mandatory column can be omitted from the source file, depending on user preference and/or the purpose of the file.

The source file contains the following properties for each user/agent:

Name Type Mandatory Description
Action ADD, UPDATE, DELETE Yes Specifies the action to be taken with this DN data, either create a new DN (ADD) or modify an existing DN (UPDATE) or delete a DN (DELETE).

This column is added automatically by GAX when a file is exported, with a value of UPDATE for all records in it. If you create the source file from scratch, you must add this column manually. In either case, this field is mandatory, and you must provide a value for each record.

Number String Yes DN number or name.
Type String Yes Type of DN.
Switch String Yes Name of the Switch under which this DN is created.
Register String Yes Specifies whether the DN is registered.

Valid Values: Y, N, On-Demand

Alias String No 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.
Route Type String Yes Route type of this DN.
Association String No Association field value of this DN.
Switch Specific Type String No. Switch-specific Type field value of this DN.
Enabled String No Whether this DN is enabled (Y) or not (N).
Section | Option | Value String No Options associated with this DN.

Note: Any special characters in the key/value are escaped by using a back slash (\). For example:


where "," (comma) is the key and “,,” (comma,comma) is the value.


The following data is to be uploaded to GAX to create two DNs:

Action Number Type Switch Register Route Type Enabled
ADD 2389273 Chat Switch1 Y Default Y
ADD 7843920 Fax Switch1 Y Default Y

The contents of the CSV file for this data looks like this:

Action,Number,Type,Switch,Register,Route Type,Enabled
This page was last edited on March 29, 2023, at 17:38.
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