With Expert Agent Distribution (EAD) routing methods, Avaya Contact Center – Extended Capacity processes all incoming calls using VDNs, which direct the call to a vector for further call processing and treatment. Based on vector programming, calls can go through multiple VDNs or stay within the original VDN that received the call. If calls go through multiple VDNs, the contact center assigns one of the VDNs as the active VDN for the call. When the agent receives an incoming call, the agent endpoint displays the caller identification and the name of the last VDN that the contact center sets as active during vector processing.

For more information about configuring VDNs, see the VDN configuration section in Administering Avaya Contact Center – Extended Capacity.