In the traditional ACD call processing approach, each agent in a split is trained to answer calls for a specific purpose such as technical support. However, a call center can train agents to address multiple types of calls. For example, if you have three splits with five agents each, that is, 15 agents in total, to handle three types of calls, you can use only 11 or 12 agents in a combined split.

Dialed Number Identification Service (DNIS) is a network service that identifies the number the caller dials and passes the touchtone or Dual Tone Multi Frequency (DTMF) digits to Communication Manager. The unique number can be sent to an agent, a host computer with ASAI applications, or used to provide different call treatment methods.

Call Vectoring receives the DNIS number from the network and interprets the number as a VDN. When Communication Manager delivers the call to the agent terminal, the unique name assigned to the VDN appears on the agent terminal indicating the type of response required from the agent.