Fix Inverted ANI / DNIS Mapping on Outbound Reports in RingCX
In RingCX Interaction Details reports, outbound call records invert standard telephony definitions:
-The ANI column displays the customer/lead number called.
-The DNIS column displays the outbound Caller ID presented by the dialer.
-Under industry standards, ANI is the calling party (Caller ID), while DNIS is the number dialed.
Business Impact :
-Compliance Confusion: Auditing tools and compliance teams check the DNIS column to ensure calls are within legal daytime hours; inverted columns make fully compliant calls look like illegal curfew violations.
-Wasted Support Time: Administrators and engineers spend weeks troubleshooting non-existent dialer bugs simply because the report mislabels the lead's number.
-Loss of Trust: Customers lose confidence in RingCX when their own reports lead them to believe the platform is calling people outside business hours.
Proposed Solution:
-Flip the Columns for Outbound: Make ANI always show the Caller ID used, and DNIS always show the customer number called.
Franz Ferrey
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