# Multiple Company Directory

## Description

Multiple Company Directory is a feature of the IP Console application(MiVoice Business Console) that helps console operators handle calls on systems that service more than one company. When the feature is enabled through the console interface, the following four additional fields are added to each of the Queued Calls panels:

- Greeting

- Dialed Company

- Dialed Number

- Comments

Together, the fields allow the operator to identify the company called and answer using the appropriate greeting. Automatic Number Identification (ANI) and Dialed Number Identification Service (DNIS) provides the dialed number. The remaining information is supplied by the Additional Database Fields (ADF) file, a . CSV file that maps the DNI number to the company name and greeting. For more information about the ADF file and how to configure it, see the IP Console application(MiVoice Business Console) Help.

### Call Rerouting-based Solution

The Call Rerouting-based solution uses line appearances on an IP phone as answering points for incoming trunks. By putting the phone into Do Not Disturb, calls to all line appearances are redirected by Call Rerouting to line appearances on the console and presented with the company name and greeting information from the ADF file. Key differences between the Call Rerouting and the ANI/DNIS-based solution described above are as follows:

- With the Call Rerouting solution, the Multiple Company Directory Greeting information is only displayed when the call is answered. The ANI/DNIS solution displays the greeting when the call is queued. There is also no Greeting or other additional company information in the Incoming Calls queue with the Call Rerouting solution.

- The Callers Number and Name (if provided by the trunk) are displayed in the Source window upon Answer. The ANI/DNI-based solution provides the caller’s number only.

- DNI service to MiVoice Business is not required by the Call Forwarding-based solution.

## Conditions and Feature Interactions

- The Call Rerouting-based solution uses a dedicated multiline IP phone and IP user license.

## Programming

### ANI/DNI-based Solution

To program ANI/DNIS-based Multiple Company Directory feature:

1. Program trunks to receive ANI/DNIS numbers

2. Class of Service Options form

Program the console's Class of Service as follows:

- Display ANI/DNIS/ISDN Calling/Called Number = Yes

- Display ANI/DNIS Calling Number Only = NO

3. Configure the console's ADF files to display the required information (company name, dialed number, greeting, comments) for each company. See the IP Console application(MiVoice Business Console) Help for details.

### Call Rerouting-based Solution

To program the Call Rerouting-based Multiple Company Directory feature:

1. Multiline Set Keys form

2. Program line appearances on an IP phone by assigning a directory number and ring type to each key.

3. Program a Do Not Disturb key on the IP phone.

2. Trunk Attributes form

Assign the directory numbers associated with the line appearances as answering points for incoming trunks.

3. Call Rerouting First Alternatives form

For each line appearance on the IP phone, assign the console as the Busy/DND rerouting destination. You can make use of all six DNs on the console to “balance” the incoming traffic and to make it easier for the console operator to identify and answer calls for the different companies.

4. (Optional) Telephone Directory form

If the site requires better company name or number coverage, program one or the other against the name field of the trunk answering points (i.e., the line appearance DNs on the IP Phone). This way when the call is answered, the Destination area Name will be filled with either a name or number.

5. Complete the Additional Database Fields (ADF) file programming as described in the IP Console application(MiVoice Business Console) Help.

## Device Support

MiVoice Business Console.

## Operation

See the IP Console application(MiVoice Business Console) Help.