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ACD contact center features
254 Communication Manager Guide to ACD Call Centers
Class of Restriction (COR)
The COR assigned to the covering VDN governs the vector routing of the call.
Conference
Calls in an established conference will not cover to a VDN.
Once a call covers to a VDN, a conference cannot be established until the call is delivered
to an extension and vector processing ends.
Consult
The Consult feature normally uses a Temporary Bridged Appearance on the principal’s set.
Call coverage to a VDN removes the Temporary Bridged Appearance from the principal’s
set, but the Consult feature still works.
Hunt Groups
A VDN can be the last point in a hunt group’s coverage path. If the coverage vector for a
split or hunt group routes calls to another via a
route-to
or
messaging
command, calls
will queue at the second resource with the queue priority assigned for the first split or hunt
group. If a
queue-to
,
check
, or
converse
command is used, calls will queue at the
second split or hunt group with the priority specified in the command.
If an inflow threshold has been assigned to a hunt group, the group will not allow new calls
to queue when the oldest call in queue has exceeded the threshold. Therefore, covered
calls are not connected to a hunt group when the group’s inflow threshold has been
exceeded. Note that this interaction can also occur when a
messaging split
or
route-
to
command routes a covered call to a split that isn’t vector-controlled.
Look-Ahead Interflow (Category A only)
For calls that have covered to a VDN, LAI works like a
route-to digits/number
with cov=n
vector command. Any Dialed Number Identification Service (DNIS) digits
sent with the interflowed call will indicate the VDN to which the call covered, not any VDN
the call encountered before it went to coverage.
Night Service
Calls that have covered to a VDN cannot be redirected by Night Service.
Personal CO lines (PCOL)
A VDN may be assigned as the last point in a PCOL coverage path.