Automatic Number Identification (Ani) - Toshiba Strata DK14 General Description Manual

Automatic Call Distribution
ACD System Features

Automatic Number Identification (ANI)

The telephone number of a calling party is displayed on the LCD of a ringing Agent telephone and
sent to a Personal Computer (PC). The system supports ANI on analog, digital (T1) DID, and Tie
lines and provides useful call information to Agents.
ANI is usually associated with "1-800" type calls offered by various long distance carriers (except
AT&T) through T1 facilities. However, the DK424 also provides ANI information received over
analog DID and Tie line circuits.
ANI digits can be received independently or simultaneously with Dialed Number Identification
Service (DNIS) called number digits. When received with DNIS digits, calls can be routed to
unique ACD groups for each DNIS number. ANI data for answered calls can be displayed on
SMDR reports.
ANI numbers that are abandoned before being answered, are stored in system memory so users
know the calling party's telephone number even if no message was left. Designated Agent or
Supervisor LCD telephones can display and Auto Dial the abandoned call ANI numbers.
The system can store up to 2,000 ANI abandoned call numbers with the RCTUE/F processor, up to
1,000 with RCTUC/D, and up to 400 with RCTU-BA/BB. Individual stations can be programmed
to store from 0 to 100 of the total ANI abandoned call numbers in increments of 10. DKAdmin can
print a list of Abandoned Call numbers for all telephones that store lost call ANI numbers.
For computer applications, ANI and DNIS digits can be sent to an individual PC connected via an
Integrated PC Interface Unit (RPCI-DI). This enables users to receive pop-up screens on their PC
that provide information regarding the calling/called party before answering and during the call.
Benefits
Provides valuable information to agents as they answer calls. Computer applications enable users
to receive pop-up screens on their PC, before answering and during the call, further enhancing
service to callers. Abandoned call information provides the valuable ability to return calls to those
callers who did not get through or did not leave a message.
272
System Availability
Standard on Strata DK424 with ACD except
those with RCTUA processors
Strata DK Feature Description 5/99