AT&T 555-230-520 manual GL-14Issue 4 September

Glossary

VDN name

The name associated with the VDN. It contains up to 15 characters and is optional. It appears on the agent’s display.

VDN of record

See active VDN.

VDN override

AVDN Override is an option that allows information about a subsequently-routed-to VDN (if any) to be used instead of the information about the current VDN.

VDN report

A report that reports on VDN activity. The report can be generated by CMS as well as in BCMS. The CMS version of the report summarizes the VDN activity for a specific vector. The BCMS version of the report provides statistical information for all internally-measured VDNs.

VDN skill

An attribute administered to calls on a VDN basis. This skill establishes the requirement for routing a call to an ACD agent with a particular set of abilities (skills).

Voice Response Integration (VRI)

A call vectoring feature which allows a VRU script to be executed while a call is in vector processing and allows data to be exchanged between the PBX and VRU.

Voice Response Unit (VRU)

A computer that uses voice as the media to provide callers with specific information in response to unique requests and commands input to the system by the caller using his/her phone.

VRI

See Voice Response Integration (VRI).

VRU

See Voice Response Unit (VRU).

W

working agent

An agent who is logged into an split or skill and who is not in AUX-work mode.

X

Y

Z

GL-14Issue 4 September 1995