AP Demand Print

A VDN cannot be used as an argument to the FAC for AP Demand Print.

Attendant Control of Trunk Group Access

If a route-to step in a vector dials a controlled trunk group, vector processing continues at the next step.

Attendant Recall

Attendant Recall to a VDN is blocked.

AUDIX Interface

A route-to step in a vector call the AUDIX extension. If a voice port can be seized to that adjunct, vector processing is terminated. The system sends a message to AUDIX requesting retrieval of messages for the originating extension (not the VDN).

AUDIX also be accessed by the queue-to split and check split commands. Also, the messaging step use an AUDIX hunt group in its operation.

Authorization Codes

If authorization codes are enabled, and if a route-to command in a prompting vector accesses Automatic Alternate Routing or Automatic Route Selection and the VDN’s Facility Restriction Level (FRL) does not have the permission to utilize the chosen routing preference, then no authorization code is prompted for and the route-to command fails.

Automatic Alternate Routing (AAR)/Automatic Route Selection (ARS)

Any route-to command in a vector can dial an AAR/ARS FAC followed by other digits. It cannot dial only the Facility Access Code.

Automatic Callback

Automatic Callback cannot be used for calls placed to a VDN.

Bridged Call Appearance

VDN extensions cannot be assigned to bridged appearance buttons. A route-to command to an extension with bridged appearances updates bridged appearance button lamps.

Busy Verification - Terminals, Trunks

Busy verification of VDNs is denied and intercept tone is returned.

Call Coverage

A VDN be administered as the last point in a coverage path.

Call Forwarding

Calls can be forwarded to a VDN. Calls placed by a route-to command to an extension that has call forwarding activated are forwarded.

An attendant or phone with console permission cannot activate/deactivate call forwarding for a VDN.

An attendant or phone with console permission cannot activate/deactivate call forwarding for a vector-controlled hunt group.

Call Detail Recording (CDR)

You can administer the Feature-Related System Parameters screen so that the VDN extension is used in place of the Hunt Group or Agent extension. This overrides the Call to Hunt Group - Record option of Call Detail Recording (CDR) for Call Vectoring calls.

If a vector interacts with an extension or group that has Call Forwarding All Calls active, normal Call Forwarding/CDR interactions apply.

For incoming calls to a VDN, the duration of the call is recorded from the time answer supervision is returned.

If answer supervision is returned by the vector, and the call never goes to another extension, then the VDN extension is recorded as the called number in the CDR record.

If the call terminates to a hunt group, then the VDN, hunt group, or agent extension is recorded as the called number as per the administration described above.

If the call terminates to a trunk, then the following two CDR records are generated:

• An incoming record with the VDN as the called number and the duration from the time answer supervision was provided to the incoming trunk.

• An outgoing record containing the incoming trunk information as the calling number and the dialed digits and the outgoing trunk information as the called number.

Outgoing vector calls generate ordinary outgoing CDR records with the originating extension as the calling number.

No Ineffective Call Attempt records are generated for Call Vectoring route-to commands that are unsuccessful.

Call Detail Recording - Account Code Dialing

If a route-to number command in a vector specifies an CDR account code, vector processing continues at the next step.

Call Park

Calls cannot be parked on a VDN.

Call Waiting Termination

If an extension is busy and has call waiting termination administered, the route-to with cov n operation is treated as unsuccessful and vector processing continues at the next step. Route-to with cov y is successful (call will wait) and vector processing terminates.

Class of Restriction (COR)

Each VDN in the system has a Class of Restriction (COR) associated with it. This VDN COR is used to determine the calling permissions/restrictions, the AAR/ARS PGN, and the priority queuing associated with a vector.

Code Calling Access

A VDN cannot be used as the argument to the code calling access feature access code.

If a route-to number command in a vector specifies the code calling feature access code, vector processing continues at the next step.

Conference

A call to a VDN can be included as a party in a conference call only after vector processing terminates for that call.

Data Restriction

Music will play on calls from data restricted extensions when the call receives music as the result of a wait-time vector step.

Facilities Restriction Level

If a route-to command dials an external number using AAR/ARS, the FRL associated with the VDN COR is used to determine the accessibility of a routing preference in an AAR/ARS pattern.

Facility Busy Indication

The facility busy lamp indication for a VDN is always off. A facility busy button can be used to call a VDN.

Facility Test Calls

If a route-to number command in a vector specifies a Facility Test Call, vector processing continues at the next step.

Forced Entry of Account Codes

If a COR requiring entry of account codes is assigned to a VDN, the route-to number commands executed by the associated vector are unsuccessful and vector processing continues at the next step.

Individual Attendant Access

A call sent to an attendant by a route-to number command can wait in the attendant priority queue. The call is removed from vector processing.

Integrated Directory

VDN names and extensions are not available in the Integrated Directory feature.

Intercept Treatment

A VDN cannot be used for Intercept Treatment.

Inter-PBX Attendant Calls

A route-to number command in a vector can dial the Inter-PBX Attendant. If the call attempts to access a controlled trunk group, vector processing continues at the next step.

Intraflow and Interflow

The functionality of intraflow and interflow can be obtained using the check and goto Call Vectoring commands.

Calls can intraflow from an ACD split or skill that is not vector-controlled into one that is vector-controlled.

Leave Word Calling (LWC)

Leave Word Calling (LWC) messages cannot be stored, canceled, or retrieved for a VDN.

Night Service

A VDN can be administered as a night service destination. Route-to commands that route to destinations with night service activated redirect to the night service destinations.

Priority Calling

A VDN cannot be used with the priority calling access code. Intercept tone is supplied to the user. If a route-to number in a vector specifies the priority calling access code, vector processing continues at the next step.

Property Management System Interface

VDNs cannot be used with the following features and functions: Message Waiting Notification, Check-In, Check-Out, Room Status, and Automatic Wakeup.

Recorded Announcement

The first announcement extension, second announcement extension, first announcement delay, second announcement delay, and recurring second announcement do not exist for a vector-controlled hunt group.

Redirection on No Answer

If an ACD split or skill or direct agent call is not answered after an administered number of rings, RONA can redirect that call to a VDN for alternate treatment.

Ringback Queuing

External call attempts made using route-to commands with coverage no are not queued using Ringback Queuing when all trunks are busy. External call attempts made using route-to commands with coverage yes are.

Route Calls to Agent by skill level

Using the skill level preference parameters, you can request a preference to route calls to an available (idle) agent who has a specified skill level or is in a skill level range.

This option is specified by using the skill level preference parameters on the check Vectoring command. In an agent surplus condition (available-agents > 0), you can request that the call is routed to an available agent who has a specific skill level or a skill level within a specified range.

If you select pref-level, the system displays only the Skill Level1 field, where you can enter a skill value of 1-16. If you select pref-range, the system displays two fields, Skill Level1 and Skill Level2. Using these two fields, you can enter a range of preference levels, such as 5 (Skill Level1) to 13 (Skill Level2). The values in both these fields need to be between 1 and 16. The number in Skill Level2 field needs to be equal to or greater than the number you enter in the Skill Level1 field.

• Skill: Skill level preference options are only available for the check skill version of the command, not for check split or check best.

• if available-agents > 0 or greater: This option ensures that the skill level preference is applied only in agent surplus conditions.

• all-levels: The system ignores the skill level of the agent. This is the default value.

• pref-level: The system displays the Skill Level1 field in which you can enter a skill level value for the agent from 1 to 16. Preference level of 1 is the best while 16 is the least.

• pref-range: The system displays two fields, Skill Level1 and Skill Level2. Using these two fields, you can enter a range of preference levels, such as 5 (Skill Level1) to 13 (Skill Level2). The values in both these fields need to be between 1 and 16. The number in Skill Level2 field needs to be equal to or greater than the number you enter in the Skill Level1 field.

Following is a sample vector command:

check skill 5 pri h if available-agents > 0 pref-range 1 to 3
queue-to skill 17 pri t

For example, in agent surplus conditions, this feature allows you to route high-value and critical calls to the best skilled agents for this skill and route the low valued calls to trainees or novice agents who have the assigned same skill.

For more details on syntax and usage of check skill command and skill level preference parameters, see the Programming Call Vectoring Features in Avaya Aura® Call Center Elite document.

Send All Calls

If the destination of a route-to with coverage no command has the Send All Calls (SAC) feature active, calls are not redirected. If there is an idle appearance, the call terminates and vector processing stops. If not, vector processing continues at the next step.

If the send-calls button is pressed after a vector call is terminated, button activation is denied.

Time of Day Routing

Since a route-to number command in a vector can specify the Automatic Alternate Routing (AAR) or Automatic Route Selection (ARS) access codes, the Time-of-Day (TOD) routing algorithm can be used to route the call.

Timed After Call Work (ACW)

Associated field: After Xfer or Held Call Drops

A Timed After Call Work (TACW) interval can be assigned to a VDN.

For incoming ACD or DAC calls, an Auto-In agent is placed into Timed ACW mode, instead of immediately making the agent available, if the caller drops a held call or the agent transfers the call. You can enable this feature for the agents in a hunt group or for calls delivered from a VDN when the Timed ACW Interval field is set to a non-0 value.

Timed Reminder

The attendant Timed Reminder is not available for calls placed, transferred, or extended to a VDN. Vectoring causes all other timers to be ignored.

Transfer

Calls can be transferred to a VDN.

Traveling Class Mark

A TCM is sent when a route-to command dials a seven-digit Electronic Tandem Network (ETN) or 10-digit Direct Distanced Dialed number using AAR/ARS. This TCM is the FRL associated with the VDN Class of Restriction (COR).

VDN in a Coverage Path (VICP)

A call covering to a VDN can be routed to any valid destination by the route-to command. You can enable the Cvg Enabled for VDN Route-to Party field on the Coverage Path screen to allow a second redirection when a route-to command with cov = y vector step processes a previously covered call routed to a VDN. The default is n which retains the single redirection operation. When the route-to command terminates a covered call locally, information about the principal and the reason for redirection is retained with the call. This information is displayed on the phone, or passed to an AUDIX or a Message Center system.

The COR assigned to a VDN determines the PGN. The PGN in turn determines the AAR or ARS routing tables used by route-to commands.

When a call covers to a VDN, VDN Override rules have no effect on the display shown on an answering display telephone. This station shows the normal display for a covered call.