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ACD contact center switch forms
VDN of Origin Annc. Extension (Category A only)
Only displayed if VDN of Origin Announcements is enabled on the System-Parameters
Customer-Options form. Enter the extension number of the VDN of Origin announcement.
Default is blank.
1st/2nd/3rd Skill (Category A only)
Only displayed when Expert Agent Selection is enabled on the System-Parameters
Customer-Options form. Enter the desired Skill numbers (or leave blank) in each field.
Valid entries are 1-999, or blank (default).
AUDIX Name (Category A only)
If this VDN is associated with the AUDIX vector, enter the name of the AUDIX machine as
it appears in the Adjunct Names form.
Messaging Server Name (Category A only)
If this VDN is associated with MSA, enter the name of the server as it appears in the
Adjunct names form.
Return Destination (Category A only)
The VDN extension number to which an incoming trunk call will be routed if it returns to
vector processing after the agent drops the call. Valid entries are the VDN extension, or
blank (default).
VDN Timed ACW Interval (Category A only)
When a value is entered in this field, an agent in auto-in work mode who receives a call
from this VDN is automatically placed into After Call Work (ACW) when the call drops.
Enter the number of seconds the agent should remain in ACW following the call. When the
administered time is over, the agent automatically becomes available. This field has priority
over the Timed ACW Interval field on the Hunt Group form.
BSR Application (Category A only)
To use multi-site Best Service Routing with this VDN, enter a 1- to 3-digit number to specify
an application plan for the VDN. This field only appears if Look-Ahead Interflow (LAI) and
Vectoring (Best Service Routing) are enabled on the System Parameters Customer-
Options form.
BSR Available Agent Strategy (Category A only)
The available agent strategy determines how Best Service Routing identifies the best
split/skill to service a call in an agent surplus situation. To use Best Service Routing with
this VDN, enter an agent selection strategy in this field. Acceptable entries are 1st-found,
UCD-LOA, UCD-MIA, EAD-LOA, and EAD-MIA.
This field only appears if Vectoring (Best Service Routing) is enabled on the System
Parameters Customer-Options form.
318 Communication Manager Guide to ACD Call Centers
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