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ACD contact center features
Redirection on No Answer
A VDN observer continues observing a call after it is redirected or rings "in limbo".
Route-to Number Vector Command
Calls connected by the route-to number command are observed by the VDN observer after
"answer" is received or assumed when the "Observe on Agent Answer" option is set to y.
this includes routing to internal destinations (stations, hunt groups, ACD splits/skills, the
attendant, etc.) or to external destinations (via trunk facilities.
Trunks without disconnect supervision
Service observing cannot be activated over no-disconnect-supervision trunks. The caller
hears denial indication.
VDN of Origin Announcement (VOA)
VDN observers with the "Observe on Agent Answer option set to y are not bridged on the
call until after the VOA is given to the agent. Therefore, the observer does not hear VOAs.
VDN Return Destination (Category A only)
You can create a prompting VDN with a return destination assigned so that, if you activate
observing and it fails or the denial indication times out, the prompting VDN allows you to
retry activation. This is true only if the denial and disconnection occur after the call leaves
vector processing.
If a vector step fails, the system proceeds to the next vector step. Disconnect or busy
commands cause calls to be dropped and do not trigger return destination.
When return destination is triggered, the call is monitored through each return destination
operation until the caller disconnects.
The observer bridged on the call follows the call when the VDN Return Destination feature,
active on the VDN, redirects the call back through vector processing after the agent
releases the call.
Telephone displays
The display for local observers match exactly what is displayed on the observed physical
or logical agent's telephone display. For example:
a="3035001234 to Sales SO"
While observing a VDN, an observer sees displayed the name of the VDN being observed
while in vector processing. After the call leaves vector processing, the name of the agent or
trunk group that the call is connected to is displayed.
236 Communication Manager Guide to ACD Call Centers
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