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 Info2

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.