Alternate display options

Last Updated : Feb 27, 2020 |
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The agent can view various types of information, including the following:
  • The name of the VDN processing the call
  • The original dialed number (Dialed Number Identification Service, or DNIS)
The server controls the agent display data which is visible on the endpoint.

CS 1000 user experience

The agent can see the dialed number received from the public network as the DNIS.
If DNIS is not available, agents with multiple queues do not receive an indication of the specific queue for which the call applies. The phone can display additional information entered by the caller, for example, the caller’s Social Insurance Number.
If the Multiple Queue Assignment (MQA) feature is disabled, an agent services a single queue and therefore has all the information necessary to provide the services. With MQA enabled, a Computer Telephony Interface (CTI) controller is used to provide additional information to the agent.
Normally, calls to the station extension are calls to a directory number assigned to a secondary Dialed Number (DN) key which is any key other than key 0. Calls to this key receive the Unified Communications (UC) treatment.
If a call uses secure media, a padlock icon and the Encrypted string is displayed next to the caller identification number. If the number is longer than 11 digits, the phone skips the Encrypted string.

Avaya Aura® Call Center Elite legacy SIP device user experience

The Avaya Aura® Call Center Elite legacy SIP device users receive the following information when logged into the call center from the station:
  • A DNIS string (alternatively, a vector DN or a label with a name assigned to the vector DN)
  • Icons indicating the type of call: an Automatic Call Distribution (ACD) queue call, a call directly to the agent ID or to the extension station
  • Additional information provided by the caller, for example, a Social Insurance Number

Avaya Device Adapter Snap-in user experience

The Avaya Device Adapter Snap-in phone receives a user experience based on the Avaya Aura® Call Center Elite. Prefixes ACD and DAC are used instead of icons to differentiate between the call types as described in the following table:
Call type
Description
ACD queue calls
The phone displays an ACD prefix for such calls. The first display line shows a DNIS string, a vector Dialed Number or a pre-programmed caller ID label. The second display line shows the caller phone number. The third display line shows data entered by the caller.
Direct calls to the agent
The phone displays a DAC prefix. The first display line shows the caller name. The second display line shows the caller phone number.
Calls to the station extension
These calls have no prefix. The first display line shows the caller name. The second display line shows the caller phone number.
If a call uses secure media, a padlock icon and the Encrypted string is displayed next to the caller identification number. If the number is longer than 11 digits, the phone skips the Encrypted string.
No programming occurs for the station beyond the UC capability to display the caller information. All other programming is specific to Avaya Aura® Call Center Elite.