# ANI/DNIS/ISDN - Automatic Call Distribution

## Description

Telephones in an Automatic Call Distribution (ACD) environment may not display ANI or DNIS digits while ringing. Instead, depending on how they have been programmed and the display capabilities of the telephone, they display the ACD path name or number. After the call is answered, ANI or DNIS numbers can display, depending on which COS options have been enabled and which numbers (ANI, DNIS, both, or none) have been sent on the trunk. For Answered state behaviour, see ANI/DNIS/ISDN - Display Telephones and Consoles.

## Operation

The following tables illustrate how these variables function.

Multi Line Display telephones include the 5320, 5320e, 5330, 5330e, 5340, 5340e, 5360, and 69xx variants. All other display telephones are considered single line displays, for example 5312 and 5324.

Displaying Name Only for Incoming Calls:
COS Option "Display ANI/DNIS/ISDN Calling/Called Number" disabled COS Option "ANI/ISDN Calling Number Only" disabled or disabled
Digits sent with call | Ringing state3
Single Line Displays | Multi Line Display
ANI and DNIS sent | Path DN and Path Name1 | Path DN and Path Name1 + Calling Name or Trunk Info 2
ANI sent
DNIS sent
Neither sent

Displaying Name or Trunk Number or Label Only and ANI for Incoming Calls:
COS Option "Display ANI/DNIS/ISDN Calling/Called Number" enabled COS Option "ANI/ISDN Calling Number Only" enabled
Digits sent with call | Ringing state3
Single Line Displays | Multi Line Display
ANI and DNIS sent | Path DN and Path Name1 | Path DN and Path Name1 + Calling Name or ANI4
ANI sent
DNIS sent | Path DN and Path Name1 + Calling Name or Trunk Info2
Neither sent

Displaying DNIS on Incoming Calls:
COS Option "Display ANI/DNIS/ISDN Calling/Called Number" enabled COS Option "ANI/ISDN Calling Number Only" disabled
Digits sent with call | Ringing state3
Single Line Displays | Multi Line Display
ANI and DNIS sent | Path DN and Path Name1 | Path DN and Path Name1 + DNIS
ANI sent | Path DN and Path Name1 + Calling Name or ANI4
DNIS sent | Path DN and Path Name1 + DNIS
Neither sent | Path DN and Path Name1 + Calling Name or ANI4

NOTES

1. Path Number is always display, Path Name is only displayed if programmed. Path Name will be truncated if it does not fit on the display of the telephone along with the Path Number.

2. If no Calling Name provided, Trunk Label of incoming trunk will be displayed. If no Trunk Label programmed, the Trunk Number of incoming trunk will be displayed.

3. To see the Calling Number (ANI), press Superkey and then the applicable line key (or use Long Key Press).

4. If no Calling Name provided, ANI is displayed.