Administration of VDN skill preferences

Last Updated : Nov 03, 2024 |
Prolog information
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Resource Id: chgvdnskillpref:969
VDNs must be assigned to a vector through the ACD system. A VDN can connect calls to a vector when the calls arrive over an assigned automatic-in trunk group or when calls arrive over a dial-repeating, Direct Inward Dialing (DID) trunk group and the final digits match the VDN. The VDN can be dialed to access the vector from any extension that is connected to the switch.
Calls use VDN skills for routing based on the assigned preferences. You can useto change the first, second, and third skill preferences assigned to a VDN.
Related links
Administration of VDN assignments

Considerations for working with VDN skill preferences

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Resource Id: Chapter7-23_html:1229
Consider the following:
  • When VDN skill preferences are changed through, the change takes place immediately on thesystem. This can affect the processing of calls at the time of the change.
  • VDN skill preference changes can be run through scripts that can then be scheduled through a third-party scheduling application.

Changing VDN skill preferences in the Web Client

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  1. Navigate to AdministrationCall Center AdministrationChange VDN Skill Preferences.
  2. In the Current ACD list, select the active ACD for which you want to administer VDN skill preferences.
    STEP RESULT:
    displays the VDNs and skill preferences administered for the selected ACD.
  3. Click Modify next to the item you want to modify.
    STEP RESULT:
    The Modify Item window is displayed.
  4. To assign the same skill preferences to additional VDNs, enter VDN names or IDs in the VDNs field.
    ADDITIONAL INFORMATION:
    The VDNs you enter are displayed in the Search Results area.
  5. Click + to move VDNs from the Search Results area to the Selected VDNs area.
  6. Enter up to three preferred skills in the Skill Preferences fields.
  7. Click OK to save your changes.

Viewing VDN skill preferences using the PC Client

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Resource Id: Chapter7-26_html:1232
  1. From the Controller window, select CommandsCall Center Administration.
    STEP RESULT:
    Supervisor displays the Call Center Administration window.
  2. In the ACD field, select the ACD on which VDN skill preferences will be viewed.
  3. In the Operations list, highlight Change VDN Skill Preferences.
  4. Select OK.
    STEP RESULT:
    Supervisor displays the Change VDN Skill Preferences window.
  5. In the VDNs field, enter the VDN for which skill preferences are to be viewed.
  6. Select ActionsFind one.
    STEP RESULT:
    The status bar displays a successful message if the VDN was found and lists the skill preferences, if any exist for this VDN.

Listing all VDN skill preferences using the PC Client

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Resource Id: Chapter7-27_html:1233
  1. From the Controller window, select CommandsCall Center Administration.
    STEP RESULT:
    Supervisor displays the Call Center Administration window.
  2. In the ACD field, select the ACD on which the VDNs and their skill preferences will be viewed.
  3. In the Operations list, highlight Change VDN Skill Preferences.
  4. Select OK.
    STEP RESULT:
    Supervisor displays the Change VDN Skill Preferences window.
  5. Select ActionsList all.
    STEP RESULT:
    Supervisor displays a window listing all VDNs on this ACD and the associated skill preferences.

Changing VDN skill preferences using the PC Client

Prolog information
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Resource Id: Chapter7-25_html:1231
  1. From the Controller window, select CommandsCall Center Administration.
    STEP RESULT:
    Supervisor displays the Call Center Administration window.
  2. In the ACD field, select the ACD on which VDN skill preferences will be changed.
  3. In the Operations list, highlight Change VDN Skill Preferences.
  4. Select OK.
    STEP RESULT:
    Supervisor displays the Change VDN Skill Preferences window.
  5. In the VDNs field, enter the VDN for which skill preferences are to be changed.
  6. Select ActionsFind one.
    STEP RESULT:
    The status bar displays a successful message if the VDN was found.
  7. Enter skill preferences for the VDN in the 1st, 2nd, and 3rd fields using one of the following methods:
    ADDITIONAL INFORMATION:
    • Enter the skill name or number.
    • Select the skill name or number from the drop-down list.
    • Use the Browse button at the right of each field to select a skill.
  8. Select ActionsModify.
    STEP RESULT:
    The status bar displays a successful message when the operation completes.