A vector directory number (VDN) is an extension number that connects an incoming call to a specific vector. One VDN supports one call vector. You can use VDNs for distributing calls into specific categories, such as billing or customer service. Multiple VDNs can point to the same vector or to different vectors depending on the call treatment for incoming calls.

You can add a new VDN or import VDNs from your previous contact center. To add several VDNs with a similar configuration, you can duplicate the required VDN.

When adding or editing a VDN, you can manage VDN configuration parameters, such as an extension, a name, or permission sets. You can also define VDN variables to configure different call flows within one vector and reduce the number of vectors for your contact center. You can use VDN variables as indirect references to announcement extensions and other sources.

You can add an announcement and assign it to a VDN for a caller to hear the announcement when the Routing Core Server redirects the call to the corresponding VDN. The configuration you add on the Vector Directory Numbers screen overrides all other settings.

You can configure the VDN extension to which the contact center routes the call for the post-call survey when an agent completes the call before the caller. You can also specify the type of calls that the contact center directs to the survey.