Definition
A Directory Number (DN) is a unique phone number or extension assigned to a telephone line, device, or user in a CTI (Computer Telephony Integration) system. DNs identify the physical or virtual location for incoming and outgoing calls in a telecommunications network.
Real-World Example
Consider a scenario where a support manager at QuickAssist is working with Directory Number (DN) to improve response times and customer satisfaction scores. After implementing Directory Number (DN), agents have the tools and context they need to resolve issues on the first contact. Average handle time decreases by 20% and CSAT scores climb to an all-time high of 94%.
Why Directory Number (DN) Matters
A Directory Number (DN) is a unique phone number or extension assigned to a telephone line, device, or user in a CTI (Computer Telephony Integration) system. DNs are the addresses that the phone network uses to route calls: each call is directed to or from a specific DN, and phone systems use DN information to identify endpoints, log call activity, and report on usage. In contact center contexts, DNs are often associated with specific agents, queues, or virtual destinations.
DNs are a foundational concept in telephony and matter for CTI integrations because they're how the phone system identifies who's involved in a call. When an inbound call arrives, the destination DN tells the system which agent or queue should handle it. When an agent makes an outbound call, their DN identifies them as the caller. In Salesforce Service Cloud Voice and similar CTI integrations, DN information flows through to call records and analytics, enabling reporting on per-agent and per-queue call volumes.
How Organizations Use Directory Number (DN)
- •ShieldGuard Security — Uses DN information from their CTI integration to attribute calls to specific agents in Salesforce reporting. Per-agent call volume reports drive coaching and capacity planning.
- •QuickAssist — Maintains a DN-to-agent mapping that's automatically synced with Salesforce so user records always reflect current phone assignments.
- •Coastal Health — Uses DN reporting to identify which queues are handling the most call volume, informing staffing decisions for peak times.