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A-6 Caller ID Name/Number
Chapter - ICLID / Caller ID
If the Central Office delivers a Name, it is positioned left justified in the 24-character field
on the display. Note that if a number is received which matches a number/name
translation, the translated name is used and the name delivered from the Central Office is
effectively discarded.
If No Name is available from the Central Office or a Translation Table, the delivered
number is displayed as the repeated character N (14 characters).
Incoming Number/Name for SMDR Records
Description
When the Incoming Number/Name feature is implemented, the system operates normally in
the absence of ICLID information or the failure of the ICLID equipment. If the information is
present at the time that an SMDR record is generated for a call, it alters the content and
format of the SMDR output record.
If the calling number is available, the number is output in the SMDR record in the same
location as the dialed number is located in the outgoing call record.
If the calling name is present, an additional line is output in the SMDR identifying the
name. This record immediately follows the normal SMDR record. The normal SMDR
record includes an indicator that states the following record with name identification is
present.
Unanswered calls are recorded in the SMDR record for incoming calls with a U indicator to
provide caller identification for statistical and call-back purposes.
Caller-Entered ICLID Digits
Description
The Caller-Entered ICLID Digits feature is available with optional software. The Guaranteed
Message announcement feature provides a means to force incoming callers to an
announcement before being placed into an ACD Queue or routed to an agent.
The outside callers are presented with the entire message before being routed to the ACD
Group. Agents in an ACD Group with a Guaranteed Message enabled receives incoming
callers only after the caller has heard the designated recorded announcement in its entirety.
The Guaranteed Message feature also provides an option to capture digits dialed by the
incoming caller which can be inserted as ICLID incoming number identification.
If the Guaranteed Message announcement is programmed in Admin, incoming ACD calls is
routed to the Guaranteed Message RAN before going to the ACD Group. If the ICLID option is
selected, digits received before the announcement time-out is captured and inserted as
incoming ICLID number information.
When the ICLID option is selected, a [#] is recognized as a termination of the announcement
and a [
✳
] is recognized as an entry error. An entry error removes the ICLID number and the
incoming caller can re-enter their phone number.