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2. Introduction to PBXs and KTSs
heavy, in which case the application may need to handle a call overflow
condition.
An application can perform blind transfers without special integration tools.
However, if using a Dialogic
®
PBX Integration Board and the Dialogic
®
Unified
API to access the called number ID from the PBX, the application can
differentiate between:
• a new call coming in that needs to be processed: “Hello and thank you for
calling Dialogic Corporation.”
• a call that was transferred at least once already and is being routed by the
PBX into voice mail: “You’ve reached the desk of Marcia Jones in
Engineering; please leave a message.”
If the call was transferred, the application can use the called number ID to send
the call directly into the appropriate voice mail box, allowing the caller to leave a
message without again having to navigate through a series of menus.
2.3. Caller ID
Caller ID is the identification of the phone number from which a call is placed.
These digits are typically transmitted at the beginning of a call, usually between
the first and second ring.
Although telephone companies provide caller ID service to residential customers,
the scope of such commercially available caller ID is different from the caller ID
feature available with many PBXs. The caller ID from the telephone company is
often referred to as automatic number identification (ANI) and identifies callers
whose numbers are assigned by the telephone company. Caller ID from within
the PBX identifies callers whose telephone extensions are assigned through the
PBX (referred to in this document as “calling number ID”).
Calling number ID from within the PBX system has many business applications.
For example, a voice mail application may use calling number ID to let users
reach individual mailboxes without having to dial extra digits. Other applications
may use calling number ID for screening phone calls, allowing employees to
respond to urgent calls first, as well as for automatic voice message reply, without
making users redial the caller’s extension. Calling number ID can be useful if you
need to know who is calling, and from where they are calling.
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