Call center VDN's and Whisper

mindyw · July 21st, 2003, 06:34 PM

I am writing a new call center vdn and vector..

I need to identify 1 the VDN and 2 if it is an Order or Support call.

here is my scenerio..

VDN goes to main IVR to select language.. then xfers to a new VDN based on language. they then select Order or Sales the goes to the agent.

I have multiple toll Free numbers going to the main IVR so it is important to know what 800 number was called. so I must keep the original VDN to the caller. just getting the Order or Support information to the end user is the trick.

Can I display the original VDN and give a whisper that the call is Order call?

any ideas?

ahays · July 22nd, 2003, 06:30 AM

Sounds to me like you're going to have to split the initial VDN into two seperate ones ... sales and order. You can assign a different sales and order VDN to each 800 number making them unique to that number and thereby preserving the integrity of your stats, but in order to identify multiple call types at the agent level you're going to have to create multiple VDNs since the VDN only has a single VOA (whisper) field.

mrgold · July 30th, 2003, 03:41 PM

You will have a set of vdn's (order & sales) behind each seperate toll free (vdn/dnis). Both should be unique to the toll free vdn/vec and not shared by another toll free. Each with thier own voa.
The agent will see the vdn name from the last vdn, but they will be unique to that toll free...
make sence?

mrgold · July 30th, 2003, 03:42 PM

just make sure the last set of vdns say overide N and the first set say Y....I think, I always seen to get the bass aackwards.

July 21st, 2003, 06:34 PM	#1 (permalink)
mindyw PBXtech SILVER 25+ posts Join Date: May 2003 Posts: 36	Call center VDN's and Whisper I am writing a new call center vdn and vector.. I need to identify 1 the VDN and 2 if it is an Order or Support call. here is my scenerio.. VDN goes to main IVR to select language.. then xfers to a new VDN based on language. they then select Order or Sales the goes to the agent. I have multiple toll Free numbers going to the main IVR so it is important to know what 800 number was called. so I must keep the original VDN to the caller. just getting the Order or Support information to the end user is the trick. Can I display the original VDN and give a whisper that the call is Order call? any ideas?

July 22nd, 2003, 06:30 AM	#2 (permalink)
ahays Moderator Join Date: Jul 2003 Posts: 1,349	Sounds to me like you're going to have to split the initial VDN into two seperate ones ... sales and order. You can assign a different sales and order VDN to each 800 number making them unique to that number and thereby preserving the integrity of your stats, but in order to identify multiple call types at the agent level you're going to have to create multiple VDNs since the VDN only has a single VOA (whisper) field. __________________ Al Hays, ACE, MCSE, CCNA Homepage: http://www.jeral.com/ Training: http://www.jeral.com/avaya-learning.html

July 30th, 2003, 03:41 PM	#3 (permalink)
mrgold PBXtech SILVER 25+ posts Join Date: Jul 2003 Posts: 72	You will have a set of vdn's (order & sales) behind each seperate toll free (vdn/dnis). Both should be unique to the toll free vdn/vec and not shared by another toll free. Each with thier own voa. The agent will see the vdn name from the last vdn, but they will be unique to that toll free... make sence? __________________ Marc Goldfuss Verizon helosix@gmail.com

July 30th, 2003, 03:42 PM	#4 (permalink)
mrgold PBXtech SILVER 25+ posts Join Date: Jul 2003 Posts: 72	just make sure the last set of vdns say overide N and the first set say Y....I think, I always seen to get the bass aackwards. __________________ Marc Goldfuss Verizon helosix@gmail.com

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