Fundamentals of Call Vectoring

‘‘Sales’’ and ‘‘Parts.’’ Let’spresume the caller wants to talk to someone in ‘‘Sales.’’ Insuch 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 agen t’s display would have shown “Main.” In t his case, “Main” would be the ac tive VDN while “Sales” would be the latest VDN.

MAIN VECTOR (NAME = ªMAINº)

INCOMING VDN1 CALL

(VDN DISPLAY OVERRIDE ASSIGNED)

SALES VECTOR (NAME = ªSALESº)

QUEUE TO MAIN SPLIT

ROUTE TO VDN2

VDN2

ºSALESº

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). Ac cordingly, 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-tocommand

3-10Issue 4 September 1995

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AT&T 555-230-520 manual VDN in a Coverage Path, VDN Override Assigned to Originally Called VDN