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Fundamentals of Call Vectoring
3-10 Issue 4 September 1995
‘‘Sales’’ and ‘‘Parts.’’ Let’s presume the caller wants to talk to someone in
‘‘Sales.’’ In such a case, the call comes into the ‘‘Main’’ vector (whose VDN name
is ‘‘Main’’) and is eventually routed to the ‘‘Sales’’ vector (whose VDN name is
‘‘Sales’’). If VDN Override is assigned to the ‘‘Main’’ VDN, the ‘‘Sales’’ VDN name
appears on the agent’s display when the call is finally connected to the agent.
This process is illustrated in Figure 3-1. In this example, the “Sales” VDN is the
active VDN as well as the latest VDN. If VDN override had not been assigned to
the “Main” VDN, the agent’s display would have shown “Main.” In this case,
“Main” would be the active VDN while “Sales” would be the latest VDN.
Figure 3-1. VDN Override Assigned to Originally Called VDN
VDN in a Coverage Path
A VDN can be assigned as the last point in a coverage path. Whenever a VDN is
assigned as such, a call goes to coverage and can then be processed by Call
Vectoring or Call Prompting (if either is enabled). Accordingly, the Call Coverage
treatment for the call is extended (that is, coverage can be sent to an external
location, or the type of coverage can be controlled by the caller).
VDN in a coverage path is used for a number of applications, including:
■ Sending direct agent calls or personal calls to an agent (EAS required)
■ Routing coverage calls off-premises via the
route-to
command
INCOMING
CALL
VDN1
(VDN DISPLAY
OVERRIDE ASSIGNED)
ROUTE TO VDN2
MAIN VECTOR
(NAME = “MAIN”)
VDN2
QUEUE TO MAIN SPLIT
SALES VECTOR
(NAME = “SALES”)
”SALES”