ACME has a telephony-enabled application that can “pop-up” information about a customer using the customer’s account number. Customers call a vector directory number (VDN), where a recorded announcement prompts them to enter their account number on their touch tone phone. The call is then directed to a customer service representative. By monitoring the VDN, ACME’s application is able to retrieve the collected digits and display the customer information at the customer service representative’s computer.
The extension associated with the VDN is 7800. The application must perform both Device/Device monitoring (on the customer service representative’s phone) and call/device monitoring (on the VDN). Therefore, the customer service representatives must be given call/device monitoring permissions.
A device group, “CSR VDN,” is created containing the VDN. This device group is then assigned to the customer service representatives in their Access Rights options.
Table 1: Prompted Digits — Device Group Administration
Device Group Name |
Device IDs |
CSR VDN |
7800 |
Table 2: Prompted Digits — User Administration
User ID |
Worktop Name |
Call Orig&Term |
Dev/Device Monitoring |
Call/Device Monitoring |
Routing |
Beth |
WKTPA |
Not applicable (N/A) |
N/A |
CSR VDN |
N/A |
Sally |
WKTPB |
N/A |
N/A |
CSR VDN |
N/A |
Dave |
WKTPC |
N/A |
N/A |
CSR VDN |
N/A |
