The MADN secondary numbers include both numbers that are using Multiple Call Arrangement (MCA) or Single Call Arrangement (SCA). With Multiple Call Arrangement, every agent has one key and can accept a call. With Single Call Arrangement, one call appearance is displayed for several agents. Agents can use SCA extension specifically for call center specific functions. For example, instead of overflowing to another ACD queue, calls exceeding the maximum waiting time can be directed to a MADN extension and to the agents that have the MADN key configured.

The phone displays the call to a MADN extension as the call to multiple appearance Directory Numbers (DNs). However, the agent is aware of the purpose of the MADN extension and can process the call accordingly.

MADN is a CS 1000 feature and there is no Avaya Aura® Call Center Elite equivalent for this functionality. However, an overflowing call can be sent to a bridging extension rather than to another skill group.

The phone displays a MADN call as the call to a call or bridged appearance. However, the agent is aware of the purpose of the MADN extension and can process the call accordingly.

The CS 1000 and Avaya Aura® Call Center Elite SIP device functionality is very similar. The major difference is that an agent can receive calls to all line appearances on the X-Port with one MADN key, but they can answer only one call. If another agent answers the current call, the key becomes idle, and the phone can display a new call. On a legacy SIP device, the bridged appearance key is used for a single line appearance. If an agent answers the call, the line appearance is engaged with that call, and the phone cannot display the second call for this key.

The Avaya Device Adapter Snap-in functionality is similar to that with CS 1000, if the MADN key was configured on the Avaya Aura®.