Multiple Appearance Directory Number (MADN) is a key and lamp style feature that permits an endpoint user to have multiple appearances of a directory number. When the user answers or makes a call with normal appearance buttons, the other call party sees the name and number of the endpoint user. When the user presses a MADN call appearance button, the other call party sees the name and number of the user to which the button is associated instead of the endpoint user.

The user associated with a MADN button does not need a license or an active extension but must have an extension number. The administrator can configure up to 30 MADN buttons associated with the same user.

Avaya Contact Center – Extended Capacity supports MADN Single Call Appearance and Multiple Call Appearance.

MADN Single Call Appearance (SCA)

The administrator configures the button with the username of the associated user and one of their call appearances. With SCA configured, the MADN feature button works the following way:

• Incoming extension calls: The button works like a Bridged Appearance button for the associated user.

• Outgoing calls: The button works like a Call Appearance. It presents the call as originating from the button user but with the extension number and name of the associated user in the calling party information.

MADN Multiple Call Appearance (MCA)

The administrator configures the button with just the username of the associated user. The MADN feature button works the following way:

• Incoming extension calls: The button works as a Bridge Appearance for the associated endpoint extension. When an incoming call arrives at the MCA extension, the contact center sends an alert to all endpoints that have a call appearance button associated with this extension.

• Outgoing calls: The button works as a Call Appearance. It presents the call as originating from the button user but with the extension of the associated user in the calling party information.

For more information about configuring MADN on Configuration Server, see the MADN MCA extension and endpoint sections in Administering Avaya Contact Center – Extended Capacity.