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Setting Up a Call Center
J-12 Issue 4 September 1995
5. On the switch, administer the VDNs. On the switch or in CMS: ACD
Administration, change the VDN Skill Preferences and assign up to three
skills to each VDN. See "EAS Worksheet #6: Skill Preferences Worksheet".
Then assign a VDN Skill Preference (either 1st, 2nd, or 3rd) to each VDN
to establish which skills are ‘‘primary,’’ ‘‘secondary,’’ or ‘‘tertiary.’’
6. On the switch or in CMS, assign a vector to each VDN.
The following tables illustrate a sample of the VDNs for the two previous
numbered items:
VDN 6234
The caller can enter a generic VDN and be prompted. The following table
illustrates prompting for Spanish callers, where callers would be prompted
for type of service they require.
Sales/Service Sales/Service 3 EAD
Service/Claims Service/Claims 4 EAD
Super Group/All
Skills
Super 5 EAD
Main VDNs 1st Skill 2nd Skill 3rd Skill Vector
6543 Sales AZ Sales Coast Sales West 1
New policy AZ 13 10 1
6432 Sales CA Sales Coast Sales West 1
New policy CA 12 10 1
6321 Sales OR Sales Coast Sales West 1
New policy OR 11 10 1
6210 Service Coast Service/ Claims Service/Claim 2
Questions Coast 31 30 4
6123 Claims Service/ Claims Spanish Claims 2
Claims 2 4 53
Prompting
Digit
VDN Accessed
From Vector 1st Skill 2nd Skill 3rd Skill Vector
1 6651 Spanish Sales Spanish 3
51 50
2 6652 Spanish Service Spanish 3
Customer/Call
Center Needs Skill Name Skill Number UCD/ EAD COR