Avaya Communication Manager, Руководство администратора, Страница: 199 / 1854

Handling Incoming Calls
Managing Vectors and VDNs
Administrator’s Guide for Avaya Communication Manager 199
November 2003
Managing Vectors and VDNs
This section provides an introduction to vectors and Vector Directory Numbers ( VDN ). It gives you basic
instructions for writing simple vectors.
SECURITY ALERT:
!
Vector fraud is one of the most common types of toll fraud because vectors route calls
based on the Class of Restriction (COR) assigned to the VDN. See BCS Products Security
Handbook for more information.
This section references announcements, hunt groups, queues, splits, and skills, which are covered in
detail in other sections of this book. You can also find information about these topics in the Avaya
Communication Manager Contact Center Call Vectoring and Expert Agent Selection (EAS) Guide.
NOTE:
The Client Room field on the Class of Service screen will affect VDN displays. If a local
station that has a COS with the Client Room field set to
y
calls a local VDN, the agent’s
display that receives the call will look as if it is a direct station call rather than the
expected VDN display of “station name to vdn name.”
What are vectors?
A vector is a series of commands that you design to tell the system how to handle incoming calls. A
vector can contain up to 32 steps and allows customized and personalized call routing and treatment. Use
call vectoring to:
•
play multiple announcements
•
route calls to internal and external destinations
•
collect and respond to dialed information
Tip:
The vector follows the commands in each step in order. The vector “reads” the step and
follows the command if the conditions are correct. If the command cannot be followed,
the vector skips the step and reads the next step.
Your system can handle calls based on a number of conditions, including the number of calls in a queue,
how long a call has been waiting, the time of day, day of the week, and changes in call traffic or staffing
conditions.
Writing vectors
Writing vectors is easy, but Avaya recommends that you set up and test your vectors before you use them
across the system.
We’ll write a vector to handle calls to our main number. It is the first vector so we’ll use number 1.
Tip:
Use
list vector
to see a list of existing vectors.