Can I present DNIS to an agent on Incoming call notification

Forum|Forum|14 hours ago
April 6, 2026
2 replies
5 views

Hi,

We have a request to add a new inbound path, but deliver to an existing queue. I know I can identify and tag DNIS in the flow and route to different skills.

What I need to be able to do is display either the incoming DNIS or the Skill to the agent *prior to answer* ie on the inbound call notification.

After testing I am aware I can enable the DNIS variable to show as an extended panel on that notification, but that is a global setting.

Is there a way to do this at a queue level? The requestor does not want to create any additional queues to service this as volume is minimal. But agents need to know prior to acceptance as greeting will be different.

J

James Smite

Explorer

Good question. As far as I know, displaying DNIS or skill info on the inbound notification is controlled at a global level, not per queue. If you want agents to see different context before answering without creating new queues, your best option might be using DNIS/attributes in the extended panel or customizing the flow to pass relevant data.

Otherwise, creating separate queues is usually the cleanest way to control pre-answer visibility, even if the volume is low.

tom cary

Newcomer

From my experience, showing DNIS or Skill info on the inbound notification is usually a global setting and can’t be configured per queue. One approach is to use DNIS/attributes in the extended panel to pass relevant info to agents before they answer.

If creating additional queues isn’t an option, customizing the flow to include these variables in the notification is probably the best workaround for now

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