VDN information

A Vector Directory Number (VDN) is a contact number in Communication Manager that is used as a point of entry of a call into a Call Center. In many cases, it is the mapping of 1–800 telephone number that a caller dials to access the services provided by a Call Center. Depending on the vector programming configuration for your system, an incoming call may traverse multiple VDNs or stay within the original VDN that received it.

If the call traverses multiple VDNs, one of these VDNs is configured as the active VDN for the call. The active VDN controls the display of information on the phone that receives the call.

Your phone displays the following information: caller_ID info→ VDN_name, where caller_ID info is the calling party identification, if available, and VDN_Name is the administered name of the active VDN before delivery to you. The incoming call displays the active VDN and Call Redirected indicator (CR) for an unanswered redirected call and Routing On No Answer (RONA) call.

Adjunct/Switch Application Interface User-to-User Information

When you receive a call with Adjunct/Switch Application Interface User-to-User Information (ASAI UUI), the UUI feature button lights on the phone screen. When you press the UUI key, the UUI icon is displayed, followed by the UUI details. The UUI icon is used to distinguish UUI from other call information, such as collected digits.

Collected digits

The Agent Status line displays the Info icon followed by the collected digits that are associated with the incoming call.

When this information is cleared from the Agent Status line is dependent on your system configuration.

Incoming call ring alert type

• All internal ACD or DAC calls ring with an internal alert type.

• All external ACD or DAC calls ring with an external alert type.

• All internal ACD or DAC priority calls ring with a priority alert type.

• All supervisor assist calls ring with the priority alert type.