The Display VDN for Route-to DAC feature improves the efficiency of call center agents who answer vector-initiated direct agent calls that originate from multiple Vector Directory Numbers (VDNs).
The type of information displayed at the agent station display with a vector-initiated direct agent call can be summarized as follows:
When the Display VDN for Route-to DAC feature is not enabled, only the EAS LoginID name for the agent who receives the call is shown.
When the Display VDN for Route-to DAC feature is enabled for such calls, the active VDN name associated with the call is shown.
Providing agents with the ability to see the VDN name associated with an incoming call improves agent efficiency and customer satisfaction. For example, if an agent receives incoming trunk calls for different products from three different VDNs, the VDN name displayed by the Display VDN for Route-to DAC feature allows the agent to answer the call as a sales representative of that product. This feature is especially useful when vector-initiated direct agent calls route incoming trunk callers to personalized agent providing services for new customers, special product offers, or premier levels of service.
