VDN Override

Last Updated : Jun 24, 2013 |

VDN Override changes the active VDN for a call. The active VDN defines the VDN used for parameters that are associated with the call, such as the VDN name, VDN skills, Tenant Number (TN), BSR application, and VDN variables.

You can use VDN Override to make the routed-to VDN become the active VDN by routing the call through Policy Routing Tables (PRTs) or route-to number/digits vector command. To use VDN Override, administer the Allow VDN Override field on the Vector Directory Number (VDN) screen.

When a call is placed or routed to a VDN, Communication Manager defines the first VDN that receives the call as the active VDN for the call. If the Allow VDN Override field for that VDN is set to no, routing the call to a subsequent VDN does not change the active VDN for the call. However, if the field is set to yes, routing the call through a route-to number or route-to digits step in the assigned vector or through the assigned PRT instead of a vector, for example Percentage Allocation PRT, Communication Manager changes the routed to VDN extension as the active VDN. 

VDN overriding can be sequential if the next routed to VDN has the field set to yes. For example, if VDN1 has the Allow VDN Override field set to no, VDN2 has the field set to yes, and VDN3 has the field set to no, VDN3 is the active VDN for the call when the call routed to VDN4. If VDN4 has the field set to yes and the call is then routed to VDN5, VDN5 becomes the active VDN.

Besides defining what VDN to use to obtain the Vector Directory Number (VDN) screen field settings, you can specify the active VDN as a keyword in some vector commands. When a vector step with the keyword active is executed, Communication Manager replaces the VDN extension for the active VDN, as defined by the VDN Override rule, with the keyword when Communication Manager processes the vector command.

Use the keyword active as:

  • The VDN extension for the goto command counted-calls conditional

  • The goto command rolling-asa for VDN conditional

  • The messaging command mailbox extension

  • The VDN vector variable type assignment

You can also assign the keyword latest, that is, the last VDN routed-to in the same vector commands or variable, but the VDN Override settings do not change the latest VDN.

For more information, see Avaya Aura® Call Center Elite Feature Reference.