The following table depicts how the active VDN extension is replaced when a call is routed through a series of VDNs by the route-to number or route-to digits vector steps.
The active VDN extension is determined by enabling the Allow VDN Override field for one of the previous VDNs to which the call was routed using a route-to command based on the following rules:
If the Allow VDN Override field in the previous VDN is set to y, the extension of the current VDN overrides the active VDN extension.
If the Allow VDN Override field in the previous VDN is set to n, the current active VDN extension remains the same.
The following example describes the VDN Override control of the active VDN extension for all calls routed to multiple VDNs by vector processing. VDN 1 is always the initial active VDN for the call.
Settings assigned for the Allow VDN Override field on the VDN screen |
VDN 1 |
y |
n |
n |
n |
y |
y |
y |
n |
VDN 2 |
y |
y |
n |
n |
n |
n |
y |
y |
VDN 3 |
y |
y |
y |
n |
y |
n |
n |
n |
Active VDN after the call is routed to the next VDN in the sequence |
After call is routed to VDN2 |
VDN2 |
VDN1 |
VDN1 |
VDN1 |
VDN2 |
VDN2 |
VDN2 |
VDN1 |
After call is routed to VDN3 |
VDN3 |
VDN3 |
VDN1 |
VDN1 |
VDN2 |
VDN2 |
VDN3 |
VDN3 |
Note:
With Expert Agent Selection (EAS) enabled for the system, if the Allow VDN Override field is set to y for the original VDN, the VDN skills (defined on page 1 of the Vector Directory Number screen) of the new VDN are used for vector commands where the skill group can be administered as 1st, 2nd, or 3rd. If the Allow VDN Override field is set to n on the original VDN, the VDN skills of the original VDN are used for such vector commands.
For Best Service Routing (BSR), if the Allow VDN Override field is set to y for the original VDN, the settings for the BSR application and Available Agent Strategy field (defined on page 2 of the Vector Directory Number screen) of the new VDN are used for BSR-related vector processing. If the Allow VDN Override field is set to n for the original VDN, the settings for the BSR application and Available Agent Strategy field settings of the original VDN are used for BSR-related vector processing.
