You can use phantom extensions to provide call coverage, including Avaya Aura® Messaging and Avaya Messaging coverage, for users who do not have telephones or data terminals that are physically associated on the server.

You can also use phantom extensions for the automatic call distribution (ACD) Dialed Number Identification Service (DNIS). With ACD DNIS, you can administer a phantom extension on the switch for each type of call that ACD agents need to identify.

To use ACD DNIS, either a user with console permissions forwards the phantom extension to an ACD split, or the coverage path of the phantom extension includes an ACD split. The Name field for the phantom extension identifies the service that the caller wants. The agent then uses this information to address the caller properly.