The displays for calling and called parties in an ACD scenario follows the following implementation rules:

Once an internal DNIS number was identified by the system, it is retained throughout the life of the call unless it is overwritten.

During the life of a call, the DNIS information may be overwritten one or more times by new DNIS information. This can occur each time a call is transferred, extended or ACD routed to a number which is identified as a DNIS number.

The initial DNIS information for a call is not the first DNIS information produced when DNIS information is produced more than once, e.g. due to multiple ACD routings. The displays will be updated using the actual DNIS information which is saved as redirecting data in call buffer.

In the described scenario, the calling party will be updated accordingly with the actual DNIS number.

When agents' numbers are not suppressed (SUPAGTNU=NO in AMO ZAND), the calling party display will be updated with agent's informations (number and/or name).

The functionality of the CR:

With the implementation of this CR the displays for calling and calles parties in an ACD scenario follows the following rules:

In case of an ACD call on the display of the calling party only the called ACD number (DNIT number) can be seen.

This feature prevents to show the numbers of the agents and also other routed or diverted devices on the calling party display.

If this feature is activated the already existing ACD display feature "suppress agent number" has no influence for the calling party display.

In the following Section 162.10.2, "Scenarios" the scenarios where this feature is working are described.