About Incoming Calls - Avaya 9621G User Manual

Introduction to the Avaya Call Center agent deskphones
Agent Work
Mode
shows
Auto or Man On-ACD

About incoming calls

What information is displayed for an incoming call is dependent on the call type and what has
been configured for your system.
VDN information
Depending on how vector programming is configured for your system, incoming calls may
traverse multiple VDNs (Vector Directory Number) or they may stay within the original VDN
that received them.
Note:
A Vector Directory Number (VDN) is a contact number in CM that is, in general, used as a
point of entry of a call into a Call Center. In many cases, it is the mapping of an 1–800
telephone number that a caller dials to access the services provided by a Call Center.
If the calls traverse multiple VDNs, one of these VDNs is configured as the active VDN for the
call. The active VDN controls what information is displayed on the Deskphone that receives
the call.
Your Deskphone 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 active VDN for an
unanswered redirected call, along with a Call Redirected (CR) indicator, is displayed for an
incoming call, as is the case for calls that are received from Routing On No Answer (RONA)
redirection..
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18 Avaya one-X Deskphone SIP Call Center Agent 9621G and 9641G User Guide
Agent Status Icon area shows
shows
On-DAC
ACW Pend
or
On-DAC
Comments? infodev@avaya.com
What this means:
You are active on a call and a DAC call
is waiting in the queue while you are
switching into ACW state.
Note:
If you put a call on hold, then the
Agent Status line displays the On-
hold icon.
Augut 2012