12.1.14.2. Service Information 
- If the agent's station is secret, the new caller ID will not be secret.
- If the agent's call is initiated by an application which sets calling name and number (see Section 162.13, "Application Populated Caller ID (APCID)"), then ACD group pilot number and ACD group name will be ignored.
- The ACD Pilot Group Number will be a configured directory number
with AMO DNIT. It must be a number which can be called directly. An ACD
Pilot Group Number can be assigned to one or more groups of agents. A
group of agents can have a Pilot Number if desired. A group of agents
can have a Group Name if desired.
In the called party's Call Log, the caller ID is saved. When the directory number is called back, the DNI processing will be executed, as configured by AMO DNIT.Caller ID is made of two parts, number and name. The number is in this case the Pilot Number. The name is a configured name per ACD group.
- Pilot Number will be used for all types of calls (internal or external). If parameter PUBNUM is set in AMO SDAT, it will be set for external calls and will overwrite ACD Group Pilot Number.
- If an ACD group is configured im AMO ACDGP only with the Pilot Number
(no Group Name), then the Group Name will be taken from AMO DNIT.
If the Pilot Number has DISPLAY parameter set, then it will be used as Group Name.If the Pilot Number has no DISPLAY set, then the Group Name will be empty.
- If an ACD group is configured only with the Group Name (no Pilot Number),
then the Pilot Number will be determined in two possible ways:
- If PIN is entered on agent's station, then PIN user number is provided.
- Otherwise agent's physical station number is provided.
- If a call is initiated by an agent with Pilot Number (GRPPN) and
Group Name (GRPNAME) as agent's ID, they will be displayed as
long as the station is not idle. It means that the agent's ID will not
change if the station invokes any of the following features:
- Hold - if the agent puts its partner on hold and consults, GRPPN and GRPNAME are used for the consultation call.
- Retrieve - GRPPN and GRPNAME are presented to the partners, since agent's call has not terminated and agent didn't go to idle.
- Consult - same as hold
- Reconnect - GRPPN and GRPNAME are presented to the partners, since agent's call has not terminated and agent didn't go to idle.
- Transfer - there are three cases for TRANSFER:
- Agent is transferred to a new partner - the new partner will see GRPPN and GRPNAME since agent's call has not terminated and agent didn't go to idle.
- Agent transfers a CO call to agent 2 - the CO partner is connected to agent 2 and sees the the original GRPPN and GRPNAME, even if agent's call has terminated and agent went to idle (the CO trunks must be configured with VNCO in AMO COT).
- Agent transfers a TIE or internal call to agent 2 - agent 2 identity is presented to the TIE or internal partner. GRPPN and GRPNAME are deleted because agent's call has terminated and agent went to idle.
- Conference - GRPPN and GRPNAME are still presented to the partners, since agent's call has not terminated and agent didn't go to idle.
- Single Step Transfer - same as TRANSFER
- Alternate - agent toggles from active to held call and always GRPPN and GRPNAME are presented