ACD contact center features
252 Communication Manager Guide to ACD Call Centers
ASAI (Category A only)
For direct calls to a VDN, the
adjunct routing
command operates like the command
route to digits with coverage=y
. For calls that cover to a VDN, however, the
adjunct routing
command operates the same as a
route to digits with
coverage=n
command. Since calls redirected once to coverage should not be redirected
again, the coverage option is disabled for the
adjunct routing
command in this
situation.
Attendant
A call covering to a VDN can be connected to an attendant queue or hunt group by a
vector. Internal calls that route to an attendant display the class of restriction of the
originating station if the attendant presses the “display COR” button.
An attendant cannot establish a conference with a call covering to a VDN if the call is in
vector processing. If a call placed to a local destination has covered to a VDN and the
attendant attempts to add this call to a conference, the conference will be denied until the
call has completed vector processing.
An attendant-extended call that covers to a VDN will not return. If the attendant extends a
call to a local destination that covers the call to a VDN, the attendant’s return call timer is
canceled when vector processing begins and the Return Call button will not affect the call.
If a call covers to a VDN and is then routed to an attendant, the attendant can transfer the
call to another VDN.
AUDIX
Calls that cover to a VDN can be routed to an AUDIX by the
route-to
or
messaging
vector commands. Calls that cover to a VDN may be subsequently transferred to AUDIX.
Calls may also be transferred out of AUDIX to a VDN.
Automatic Call Distribution (ACD)
A VDN can be the last point in an agent’s coverage path for direct agent calls.
Call Coverage
A VDN cannot be a member of a coverage answer group. A vector cannot route a covered
call to a coverage answer group.
Calls that have covered to a VDN cannot be redirected again by Call Coverage.
Coverage Callback and Leave Word Calling work normally when a vector delivers a call to
a covering user.
Call Forwarding
Calls that have covered to a VDN cannot be redirected by Call Forwarding.
