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Programming Call Vectoring Features in Avaya Aura® Call Center Elite

Table of Contents

Type to filter navigation items by title
  • Legal page for Call Center Elite
  • Introduction
    • Purpose
  • Call Vectoring fundamentals
    • Limitations of traditional ACD call processing
    • Call management
      • Call flow
      • Caller control
      • Split queue priority levels
      • Call queuing to splits
      • Agent work mode
      • Calling party feedback
      • Dialed Number Identification Service
    • Vector processing
      • Vector Directory Number
        • VDN implementation notes
      • VDN variables
      • VDN Time Zone Offset
      • VDN Override
      • VDN in a Coverage Path
      • RONA to a VDN
      • Observing VDNs
      • Vector control flow
      • Termination versus stopping
    • About Call Vectoring commands
      • Call Vectoring commands
        • Condition testing within vector commands
    • Call Vectoring benefits
  • Call Vectoring examples
    • Customer service center
    • Automated attendant
    • Data in or voice answer and data or message collection
    • Distributed call centers
    • Help desk
    • Insurance or service agency
    • Warranty service with EAS
    • Notify callers about queue position
      • Scenario solution
        • Scenario prerequisites
        • How to set up the interflow-qpos conditional
    • Resort reservation service
      • Specific number dialing
      • General number dialing
      • Callback provisions
    • Attendant routing
      • Vector administration
      • Local attendant group access code
      • Incoming trunk calls to attendant group
      • Incoming LDN calls
    • QSIG Centralized Attendant Service
      • CAS branch
      • CAS main
    • Night station service
    • Holiday Vectoring
    • Network Call Redirection
      • Primary vector for NCR example
      • Status poll vector for NCR example
      • Interflow vector for NCR example
    • Best Service Routing using Expected Wait Time and agent adjustments
      • Primary vector for BSR using EWT and agent adjustments example
      • Status poll vector for BSR using EWT and agent adjustments example
      • Interflow vector for BSR using EWT and agent adjustments example
    • Dial by Name
    • Agent Identifier available in VDN Return Destination
    • Use of vectors in business scenarios
      • Emergency and routine service
        • Emergency and routine service suggested solution 1
        • Emergency and routine service suggested solution 2
      • Late call treatment suggested solution
      • Messaging option
  • Basic Call Vectoring
    • Basic Call Vectoring command set
      • Treatment commands
      • Routing commands
      • Branching or programming commands
    • Basic Call Vectoring considerations
    • Call Vectoring feature availability
  • Variables in Vectors
    • Variable parameters
    • Implementing vector variables
    • Command syntax for vector variables
      • Announcement command
      • Collect command
      • Converse-on command
      • Disconnect command with vector variables
      • Goto commands
      • Route-to number command
      • Set command
      • Wait command
    • VIV requirements
    • VIV interactions and considerations
    • Definition of local, global, and local persistent variables
      • About local variables
      • About global variables
      • About local persistent variables
    • System-assigned vector variable types
      • System-assigned definition
      • agent type variable
      • ANI type variable
      • ASAIUUI type variable
      • DOW type variable
      • DOY type variable
      • Stepcnt type variable
      • TOD type variable
      • VDN type variable
      • VDNTime type variable
    • User-assigned vector variable types
      • User-assigned definition
      • Collect type variable
      • Value type variable
    • VIV administration
      • Example Variables for Vectors screen
      • Required variable administration entries
      • Performing optional FAC administration for value variables
    • VIV job aid
    • VIV vector examples
      • Example application using time and day variables
        • Scenario details
        • How to administer the variables
        • How to create a vector to use the TOD and DOW variables
        • How to create a vector to reassign the hours of operation
      • Example application using a value variable
        • How to administer an FAC to use with a value variable
        • How to administer the value variable
        • How to use the value variable in multiple vectors
      • Example applications using global collect variables
        • How to verify a password and change a value
        • How to add change confirmation
      • Example applications using vdn type variables
      • Example application using a vector variable in other commands
      • Example application using a vector variable in the converse-on command
  • VDN variables
    • VDN variable fields
    • Using VDN variables with vector commands
      • Announcement command
      • Converse-on command
      • Disconnect command
      • Goto commands
      • Route-to command with VDN variables
      • Set command with VDN variables
      • Wait command with VDN variables
    • Case studies
      • Using one vector for different announcements
      • Business case
        • Current configuration
        • How to assign parameters
        • How to group parameters
        • How to assign digit strings
        • How to separate and assign parameters to vector variables
        • How to define vector variables
        • How to separate each VDN variable
        • Summary
  • Vector subroutines
    • The goto command and subroutines
    • The @ step parameter
    • Example 1: Test for working hours
      • Incoming call processing vector example
      • Checking working hours vector subroutine example
  • ANI/II-digits routing and CINFO
    • CINFO command set
    • ANI routing
      • ANI basics
      • Use of ANI with Vector Routing Tables
      • Use of ANI without Vector Routing Tables
    • II-digits routing
      • II-digits basics
      • II-digits codes
      • II-digits routing example
    • CINFO
      • CINFO basics
        • UEC IE storage
        • Use with collect digits commands
        • Use of wildcards
        • String length
        • Vector commands that use ced and cdpd
        • Internal transfer to a VDN
        • Buffer storage considerations
      • CINFO vector example
      • CINFO interactions
  • Multi-National Calling Party Number prefixes
    • CPN prefix routing example
  • How to create and edit call vectors
    • Call Vector screen basic administration
    • How to view vector variable information
      • Viewing vector variable information
      • Variable display fields
      • Variable display examples
      • Inserting a vector step
      • Deleting a vector step
      • Entering a comment out indication to an existing vector step
      • Removing a comment out indication
    • How to create and construct a vector
      • Step 1: Queuing a call to the main split
        • Agent availability
        • Call priority levels
      • Step 2: Providing feedback and delay announcement
        • Using the wait-time command
      • Step 3: Repeating delay announcement and feedback
        • Conditional branching
      • Step 4: Queuing a call to a backup split
        • Conditions used with the check split command
        • Elevating call priority
      • Step 5: Limiting the queue capacity
        • Redirecting calls to a backup split
      • Step 6: Checking for non business hours
      • About duplicate VDNs
      • Creating duplicate VDNs
      • About duplicate vectors
      • Creating duplicate vectors
      • Removing calls from queues
  • Vector management
    • 3.0 Enhanced Vectoring requirements
    • Adjunct Routing requirements
    • Advanced Vector Routing requirements
    • ANI/II-Digits requirements
    • Basic Call Vectoring requirements
    • Call Prompting requirements
    • CINFO requirements
    • G3V4 Enhanced Vectoring requirements
    • Holiday Vectoring requirements
    • Look-Ahead Interflow requirements
    • Network Call Redirection requirements
    • Variables in Vectors requirements
    • VDN variables requirements
    • Vectoring (Best Service Routing) requirements
    • Administering Vector Disconnect Timer
    • Changing and testing a vector
    • Identifying links to a vector
    • Finding all occurrences of a digit string
  • Call Vectoring commands
    • About Avaya Call Center packages
    • Communication Manager options required to enable vector commands
    • Vector command description
    • # command
    • adjunct routing link command
      • The adjunct routing link process
      • adjunct routing link command feature interactions
      • adjunct routing link command interactions with CMS
      • adjunct routing link command interactions with BCMS
    • announcement command
      • Basic operation for the announcement command
      • announcement command considerations
      • Delay announcements
      • Forced announcements
      • Information announcements
      • Recording announcements
        • Announcement recording tips for high traffic volume applications
      • Considerations for DTMF transfer and connect applications
      • Answer supervision considerations
        • announcement command feature interactions
        • Announcement command interactions with CMS/BCMS
    • busy command
      • Answer supervision considerations for the busy command
      • busy command feature interactions
      • busy command interactions with CMS
      • busy command interactions with BCMS
    • check command
      • check split command
      • check skill for available agents with level preference
      • Answer supervision considerations for the check command
      • check command feature interactions
      • check command interactions with CMS
      • check command interactions with BCMS
    • collect digits command
      • Answer supervision considerations with the collect digits command
      • collect digits command feature interactions
      • collect digits command interactions with CMS/BCMS
    • consider command
      • User adjustments
      • Events that clear best data
      • consider command considerations
      • Answer supervision considerations for the consider command
      • consider command feature interactions
      • consider command interactions with CMS/BCMS
    • converse-on command
      • Call flow and specifications for converse - VRI calls
        • Converse call placement
        • Data passing
          • Using the pound (#) sign
          • How the outpulse sequence works
          • Values administered for <data_1> and <data_2>
          • Time delay administration
          • When the VRU hangs up during data passing
          • Ensuring robust operation of VRU data passing
        • VRU data collection
          • Default and IVR converse settings
        • Script execution
        • Data return
        • Script completion
        • Switch data collection
      • Data 1 and Data 2 values administered within the converse-on command
      • converse-on split command
        • VRI capabilities
        • VRI benefits
        • VRI considerations
        • Using converse-on to outpulse caller information to VRUs
      • Answer supervision considerations for the converse-on split command
      • converse-on split command feature interactions
      • converse-on split command interactions with CMS
      • converse-on split command interactions with BCMS
    • disconnect command
      • Answer supervision considerations for disconnect command
      • disconnect command feature interactions
      • disconnect command interactions with CMS
      • disconnect command interactions with BCMS
    • goto step and goto vector command
      • goto step and goto vector commands operation
      • Time adjustments using goto conditionals
      • Comparing none, #, and numeric digits
        • How comparisons work
        • Comparisons still not allowed
      • Media gateway, port network, and server vector conditionals
        • Description of conditionals
        • Reason to use the media gateway, port network, and server vector conditionals
        • Syntax of gateway conditionals
        • Syntax of server conditionals
        • goto step and goto vector command feature interactions
        • goto step and goto vector command interactions with CMS/BCMS
    • messaging command
      • Using a messaging step in a vector
      • Leaving a recorded message
      • Answer supervision considerations for the messaging command
      • messaging command feature interactions
      • messaging command interactions with CMS
      • messaging command interactions with BCMS
    • queue-to command
      • queue-to split command
        • queue-to split command considerations
        • Multiple split queuing
        • Option with VDN as the coverage point
      • Answer supervision considerations for the queue-to command
      • queue-to command feature interactions
      • queue-to command interactions with CMS
      • queue-to command interactions with BCMS
    • reply-best command
      • Answer supervision considerations for the reply-best command
      • reply-best command interactions with CMS/BCMS
    • return command
      • When return destination information is not stored
      • Memory full conditions
    • route-to command
      • Operation details for the route-to command
      • Conditional route-to statements
      • Destinations for the route-to command
      • Command completion and failures
      • About the number field
      • Abbreviated Dialing special characters
      • Using the route-to command for NCR
      • Coverage parameter
      • route-to number command
        • About interflow routing
        • Interflow Routing considerations
        • Service Observing routing
      • Answer supervision considerations for the route-to command
      • route-to command feature interactions
      • route-to command interactions with CMS
      • route-to command interactions with BCMS
    • set command
      • Variable, digits buffer, and asaiuui
        • Variable
        • digits
        • Assign to asaiuui variable type
        • Operand1
        • Operand2
        • Operators
      • set command considerations
        • Dial-ahead digits and the digits buffer
        • DIGITS message
        • Allowed assignments
        • Assigning a new value to a collect variable
        • Determining the number of digits
        • Clearing the digits buffer
      • Advanced set command rules and applications
        • About arithmetic operations
          • Rules and considerations for arithmetic operations
          • Invalid results for arithmetic operations
          • The length parameter in arithmetic operations
        • About string operations
          • Rules and considerations for CATR and CATL operations
          • Rules and considerations for SEL operations
          • Invalid results for string operations
          • Start and length parameters in string operations
        • About the MOD10 operation
          • Information about the MOD10 algorithm
          • Rules and considerations for MOD10 operations
          • MOD10 results
          • Invalid results for MOD10 operations
          • Start and length parameters in MOD10 operations
      • set command examples
        • Calculation examples
          • Arithmetic operation examples
            • ADD examples
            • SUB examples
            • MUL examples
            • DIV examples
          • String operation examples
            • CATL examples
            • CATR examples
            • SEL examples
            • MOD10 operation examples
        • Application examples
          • Validating numbers example
          • A 19-digit credit card validation
          • Using bilingual announcement example
          • Collecting an account number examples
            • Example 1: Without using the set command
            • Example 2: Using the set command
          • Percentage routing examples
            • Example 1: Percentage routing using VDN variables
              • Overview of the tasks in percentage routing using VDN variables example
              • Diagram of tasks in percentage routing using VDN variables example
              • Setting up percentage routing example
            • Example 2: Percentage routing using PRT
              • Overview of tasks in percentage routing using Policy Routing Table example
              • Setting up percentage routing using Policy Routing Table
        • Assigning ASAI UUI values
          • Pass In-VDN Time to an Adjunct example
          • Display combined wait time and account number to agent example
    • stop command
      • Answer supervision considerations for the stop command
      • stop command feature interactions
      • stop command interactions with CMS
      • stop command interactions with BCMS
    • wait-time command
      • wait-time command basic operation
      • Call delay with audible feedback
      • Multiple audio or music sources on delay
      • Call delay with continuous audible feedback
      • Multiple music sources on hold
      • wait-time command considerations
        • Multiple audio or music sources
        • Answer supervision considerations for the wait-time command
        • wait-time command feature interactions
        • wait-time command interactions with CMS/BCMS
  • How to improve performance
    • Looping examples
      • Audible feedback examples
      • Look-Ahead Interflow examples
      • Check examples
    • After business hours example
    • Look-Ahead Interflow example
  • Call Vectoring job aid
    • Vector commands job aid
      • #
      • adjunct routing link
      • announcement
      • busy
      • check
      • collect digits
      • consider
      • converse-on
      • disconnect
      • goto step and goto vector
      • messaging
      • queue-to
      • reply-best
      • return
      • route-to
      • set
      • stop
      • wait-time
    • Vector variables job aid
      • ANI
      • ASAIUUI
      • Collect
      • DOW
      • DOY
      • Stepcnt
      • TOD
      • Value
      • VDN
      • VDNTime
  • Resources
    • Documentation
    • Finding documents on the Avaya Support website
    • Accessing the port matrix document
    • Avaya Documentation Center navigation
    • Training
    • Viewing Avaya Mentor videos
    • Support
      • Using the Avaya InSite Knowledge Base
  • Glossary
    • ACD
    • adjunct-controlled split
    • adjunct-monitored call
    • adjunct routing
    • ACW
    • ASAI
    • association
    • attendant
    • auto-in
    • ANI
    • AUX work
    • BSR
    • best
    • CO
    • check best
    • consider sequence
    • consider series
    • manual-in
    • queue-to best
    • queue
    • status poll
    • vector-controlled split
    • VDN
    • work mode
Home
Programming Call Vectoring Features in Avaya Aura® Call Center Elite
Call Vectoring fundamentals
Vector processing
VDN variables

VDN variables

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Last Updated : Sep 08, 2012 |
Avaya Aura® Call Center Elite
Administering
10.2.x

With VDN variables, you can use VDNs with a smaller set of vectors.

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