Instruction manual

Call vectoring
Issue 4 May 2003 65555-233-767
A VDN can be accessed in almost any way that an extension can be accessed.
When answering a call, the answering agent sees the information (such as the
name) associated with the VDN on their display, and can respond to the call with
knowledge of the dialed number. This operation provides dialed number
identification service (DNIS), allowing the agent to identify the purpose of the
incoming call.
Class of Restriction (COR) for VDN
Class of Restriction (COR) is checked for transfer to the VDN. It can also be used
to block the AUX trunk announcement from some agents. Observing can also be
set to allow or restrict to that VDN.
Display VDN for route-to DAC
Display VDN for route-to DAC provides a VDN option to have the display to the
answering agent show the “caller to VDN” format. The option for the “caller to
VDN” display is required for ACD applications where a call needs to be routed to
a specific agent, and have the call go to coverage if the agent doesn't answer or is
logged out.
VDN in a coverage path
VDN in a coverage path enhances call coverage and call vectoring to allow you to
assign vector directory numbers as the last point in coverage paths. Calls that go
to coverage can be processed by vectoring/prompting to extend call coverage
treatments.
VDN of origin announcement
VDN of origin announcement provides agents with a short message about a
caller’s city of origin or requested service based on the VDN used to process the
call. VOA messages help agents respond appropriately to callers.
For example, if you have two 800 numbers, one for placing orders and one for
technical support, you can administer two VDNs to route calls to the same set of
agents. When an incoming call is routed to a VDN with a VOA assigned (for
example, “new order” or “tech help”), the VDN routes the call to a vector that can
place the call in an agent queue. When an agent answers the call, he or she hears
the VOA message and can respond appropriately to the caller’s request.
This feature is particularly useful for visually impaired agents or agents that don’t
have display sets.