Instruction manual

CentreVu CMS Open Database Connectivity
GL-30
VDN Counted-Calls
Also known as counted-calls to VDN and active VDN calls. A Call
Vectoring capability available with the G3V4 switch and the ECS.
Counted-calls to VDN is a parameter of the “go to step” and “go to vector”
commands that provides conditional branching (to a different step in the
same vector or to a different vector) based on the number of incoming
trunk calls currently in a VDN (in vector processing or at an agent).
VDN of Origin
Announcement (VOA)
A short announcement that is assigned to a VDN through switch
administration. The VOA identifies the origin or purpose of a call for the
call center agent who answers the call.
VDN Skill Preference A prioritized list of agent skills assigned to a VDN. Up to three skills can
be assigned. VDN skill preferences are referred to in the vector as “1st,”
“2nd,” and “3rd.” Vectors use VDN skills to queue calls based on your
preference. CMS tracks calls by VDN skill preference.
Vector A list of steps that process calls in a user-defined manner. The steps in a
vector can send calls to splits/skills, play announcements and music,
disconnect calls, give calls a busy signal, or route calls to other
destinations. Calls enter vector processing via VDNs, which may have
received calls from assigned trunk groups, from other vectors, or from
extensions connected to the switch.
Vector Command A vector step that describes the action to be executed for a call (for
example, “Queue to main”, “check backup”, “disconnect”).
Vector Directory Number
(VDN)
An extension number that enables calls to connect to a vector for
processing. A VDN is not assigned an equipment location. It is assigned
to a vector. A VDN can connect calls to a vector when the calls arrive
over an assigned automatic-in trunk group, dial-repeating (DID) trunk
group, or ISDN trunk group. The VDN by itself may be dialed to access
the vector from any extension connected to the switch.
Vector Step One processing step in a vector. A vector step consists of a command
and one or more conditions or parameters.
Vector Step Condition A condition accompanying a vector command that defines the
circumstances in which the command will be applied to a call.
VOA See
VDN of Origin Announcement .
Voice Response Unit
(VRU)
A switch that routes calls to a VRU adjunct computer that provides
interactive voice related services to inbound callers.