Extension

Extension number associated with the VDN. You can type a maximum of 16 digits.

Name

Name of the VDN. You can type a maximum of 35 Unicode characters.

Basic Information

Vector

Vector associated with the VDN. You can select one of the vectors configured on the Vectors page from the Vectors pane at the right.

Allow VDN Override?

Determines whether to change the active VDN for a call. By default, the check box is cleared.

If you select the check box, the VDN to which the contact center routes a call replaces the active VDN, and the new VDN is used for call parameters.

Permission Sets (COR)

Permission set for the VDN. You can select one of the permission sets from the CORs pane at the right.

Observe On Agent Answer?

Determines when the Routing Core Server connects an agent supervisor to a call when the Service Observe feature is enabled. By default, the check box is cleared.

If you do not select this check box, the Routing Core Server connects an agent supervisor to a call at the beginning of vector processing.

If you select the check box, the Routing Core Server connects an agent supervisor after routing a call to an agent.

VDN of Origin Annc. Extension

Specifies the extension of the VDN of Origin Announcement (VOA) that provides agents with a short message about the requested service based on the VDN that processes the call.

Music Source

Determines which audio file the caller hears before connecting to an agent when the Routing Core Server routes a call to the corresponding VDN. You can select one of the .wav files uploaded on the Announcements page.

VDN Override for ASAI Messages

Determines whether to replace the called party number with the active VDN extension in the following ASAI messages:

• Adjunct Route Request

• Alerting Event

• Call Offered Event

• Connect Event

• Queued Event

The options are:

• no (Default): The active VDN extension does not replace the called party number in the ASAI messages.

• all: The active VDN extension replaces the called party number in the ASAI messages for all calls routed to this VDN.

• inbound: The active VDN extension replaces the called party number in the ASAI messages for the incoming trunk calls routed to this VDN. The VDN extension does not replace the called party number in the ASAI messages for internal calls.

Skill <skill number>

Specifies a skill number associated with the VDN. You can select one of the skill numbers configured on the Skills page from the Assign Skill pane on the right.

Timezone

Sets a time zone for the VDN.

VDN Timezone For Holiday Vectoring

Determines whether to use the VDN time zone when routing calls during holidays. By default, this option is not selected.

VDN Return Destination

Specifies the VDN extension for the post-call treatment. When the agent completes the call before the caller, the contact center routes the call to the specified VDN extension for the post-call survey.

You can select one of the VDNs from the VDNs pane on the right. You cannot select the current VDN.

If you specify the VDN return destination, you can use the set vector step to assign the login ID of the last agent that handles the call to the ASAIUUI vector variable. The contact center transmits the agent login ID over Shared UUI to the post-call survey application. You can configure vectors on the Vectors page.

VDN Return Destination Call Origin

Specifies the origin of calls that the contact center routes to the configured VDN for the post-call survey.

The options are:

• external (Default): The contact center routes external calls to the specified VDN extension for the post-call survey.

• all: The contact center routes external and internal calls to the specified VDN extension for the post-call survey.

• internal: The contact center routes internal calls to the specified VDN extension for the post-call survey.

You can specify call origin after setting the VDN extension in the VDN Return Destination field.

VDN Timed ACW Interval (secs)

Sets a time interval in seconds during which an agent remains in After Call Work (ACW) mode after a call. When the time interval expires, the agent automatically becomes available.

You can type a value from 1 through 9,999.

For more information about ACW mode, see the features section in Avaya Contact Center – Extended Capacity Solution Description.

Customer Journey Data Store

Specifies the external data store server that the contact center uses to store customer interactions for calls that come to the current VDN. The contact center can retrieve the call event records from the data store and display them to an agent.

You can select one of the data stores from the Customer Journey Data Store pane on the right. You can specify the data store and the associated journey profile parameters on the Data Store and Customer Journey Profiles pages.

Variables Information

Variable

The number of the VDN variable. This field is read-only.

Description

Short description of a variable. You can type a maximum of 50 Unicode characters.

Assignment

Assigns a unique variable for the VDN. You can use VDN variables for creating various call flows within one vector.

You can type digits from 0 to 9.