In CTI, which parameter allows a caller's records to be retrieved from the database while the call is forwarded to the appropriate party?

Automatic Number Identification (ANI) is a carrier service that provides the billing telephone number of the calling party to the recipient's system. In Computer Telephony Integration (CTI) applications, the ANI is captured and passed to a CTI server. This server uses the ANI as a unique key to query a customer database (e.g., a CRM) and retrieve the caller's associated records. This information is then presented to the agent as a "screen pop" simultaneously with the call's arrival, enabling personalized and efficient service.

A. Calling Number Delivery (CND): While CND also provides the caller's number (commonly known as Caller ID), ANI is the specific, more reliable carrier-grade service used in enterprise CTI for database integration, as it typically cannot be blocked by the caller.

B. Calling Line Identification (CUD): This is not a standard industry acronym. The correct term is Calling Line Identification (CLI), which is functionally synonymous with CND/Caller ID and less precise than ANI in this context.

C. Dialed Number Identification (DNIS): DNIS identifies the telephone number the caller dialed to reach the contact center. It is used to determine call routing (e.g., to a specific department or IVR menu), not to identify the caller.

1. Avaya Aura® Communication Manager Feature Description and Implementation (555-245-205, Issue 10, November 2013).

Page 101, Section: "Automatic Number Identification (ANI)": "ANI is a feature that allows the called party to identify the telephone number of the calling party... In call center applications, ANI is used to route calls and to retrieve customer records from a database." This directly confirms that ANI is used for retrieving database records.

Page 403, Section: "Dialed Number Identification Service (DNIS)": "DNIS allows a customer to have several different telephone numbers that terminate on a single trunk group... The switch sends the DNIS digits to the customer equipment so that the customer can route the call to the appropriate device." This confirms DNIS is for identifying the called number, not the caller.

2. Avaya Computer Telephony (CT) on Avaya Aura® Communication Manager (02-300521, Issue 10, November 2013).

Page 20, Table 1: "Information in the delivered event": This table lists the data provided during a call delivery event in a CTI context. It clearly distinguishes between the callingDevice (which carries the ANI) and the calledDevice (which carries the DNIS), illustrating their separate functions in identifying the originator and the destination of the call, respectively. The callingDevice information is what would be used for a database lookup.