Table of Contents
Advertisement
For Expert Agent Selection (EAS) (Category A only), if this field is y on the original VDN,
the Skills of the new VDN will be used. If this field is n on the original VDN, the Skills of the
original VDN will be used.
For Best Service Routing (BSR) (Category A only), if this field is y on the original VDN, the
BSR Application and Available Agent Strategy of the new VDN will be used. If this field is n
on the original VDN, the BSR Application and Available Agent Strategy of the original VDN
will be used.
COR
Enter a 1- to 2-digit number that specifies the class of restriction (COR) to be assigned the
VDN. The default value is 1. The field cannot be blank and must have an entry in the range
from 0-95.
TN
Enter the Tenant Partition number. Valid entries are 1-20. The default value is 1.
Measured
Used to collect measurement data for this VDN. Valid entries for Category A only are
internal, external, both, or none. Valid entries for Category B are internal or none. Data
may be collected for reporting by BCMS or CMS. Default is none.
Note:
Note:
Service Objective (sec) (Category A only)
Displayed in one of two cases:
When the BCMS/VuStats Service Level option is enabled on the System-Parameters
Customer-Options form and the Measured field is internal or both. Enter the number of
seconds within which calls to this VDN should be answered. This will allow BCMS to
print out a percentage of calls that were answered within the specified time. Valid entries
are 0 through 9999 seconds. Default is blank.
When the Dynamic Advocate customer option is set on the System-Parameters
Customer-Options form. This field enables the Dynamic Queue Position feature, which
is new with Advocate Release 9. The new feature allows you to queue calls from
multiple VDNs to a single skill, while maintaining different service objectives for those
VDNs. Enter the service level, in seconds, that you want to achieve for the VDN. Valid
entries are 1 through 9999. The default value is 20.
The BCMS feature must be enabled on the System-Parameters Customer-
Options form for the Measured field to be set to internal or both. In addition,
the appropriate CMS release must be administered on the Feature-Related
System Parameters form if the field is being changed to external or both.
Vector Directory Number (VDN)
Issue 1.0 May 2003
317
Advertisement
Table of Contents
