Acd - Recorded Announcements; Acd - Sets; Automatic Number Identification (Ani) On Outgoing Trunks; Automatic Number Identification (Ani) / Dialed Number Identification Service (Dnis) On Incoming Trunks - Mitel SX-2000 EL Information Manual

Feature Description

ACD - Recorded Announcements

Recorded announcements are used to tell callers about the progress of their call while waiting
in the queue for the first available agent.

ACD - Sets

SUPERSET 4DN, SUPERSET 410, SUPERSET420, SUPERSET430, SUPERSET 4015,
SUPERSET4025 and SUPERSET4150 telephones sets provide interactive displays ind
information to agent groups and individual agents. SUPERSET 4025, SUPERSET 4125, and
SUPERSET 420 telephones may be used in the senior supervisor, supervisor, or agent
positions with the ACD TELEMARKETER feature package. SUPERSET 4015 and SUPERSET
410 telephones may be used in the agent position only.

Automatic Number Identification (ANI) on Outgoing Trunks

The Automatic Number Identification (ANI) feature allows the system to identify a calling party
to the far end device on an outgoing trunk. After the system has successfully dialed an external
number on the trunk the system identifies the calling party by sending the calling party's
extension number as tones or pulses on the trunk.
Automatic Number Identification (ANI) / Dialed Number Identification Service (DNIS) on
Incoming Trunks
This feature allows the SX-200 EL amd SX-200 ML systems to identify Automatic Number
Identification (ANI) numbers and Dialed Number Identification Service (DNIS) numbers that
are transmitted to the system on an incoming trunk. ANI provides the telephone number of the
calling party, while DNIS provides the telephone number dialed by the calling party.
The SX-200 EL/ML sustems can receive ANI and DNIS numbers on specific types of incoming
non-DISA trunks. After receiving ANI and DNIS numbers for an incoming call, the system can
then make the numbers available to other functions within the system. The system can be
programmed to provide ANI and DNIS numbers to SUPERSET display telephones, to
SUPERSET consoles, to SMDR printers, and to the MAI platform.
On a SUPERSET console, the ANI and DNIS digits for an incoming call are displayed after the
call is answered. The ANI digits appear where the trunk information is normally displayed, and
the DNIS digits overwrite the COS and COR fields on the console display. When ANI digits are
not received, the trunk information is shown instead, and when DNIS digits are not received,
the COS and COR fields are visible. By default, ANI and DNIS numbers are not displayed.
On SUPERSET display telephones, the display shows DNIS or ANI digits while the call is
unanswered. After the user answers the call, the ANI digits are displayed. When COS - Display
ANI Information Only is enabled, the SUPERSET telephone displays the ANI digits during both
the unanswered and answered states. Whenever ANI or DNIS digits are not available for a call,
the display shows the normal trunk information. By default, ANI and DNIS numbers are not
displayed.
The system can be programmed to record ANI and DNIS digits in the SMDR reports. The digits
are recorded at the end of the trunk SMDR record. Both ANI and DNIS numbers are recorded
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