Allow Vdn Override question

[macanri]

Hello

In a VDN, what does the

"Allow VDN Override " field do

It can be set to a YES or a NO

Just wondering what either does/allows ?

Any help greatly appreciated

 

[SF0751]

From the Avaya Call Center and EAS manual:

"VDN Override allows information about a subsequent VDN to which a call is routed to be used instead of the information about the previously-active VDN."

In other words - A call comes into the first VDN ("Main Number"), is routed to a second VDN ("Sales Department"), and is then answered by a call center agent:

If the "Main Number" VDN has VDN Override set to N, then the answering agent will see "Main Number" as the answered VDN call.

If the "Main Number" VDN has VDN Override set to Y, then the answering agent will see "Sales Department" as the answered VDN call.

Does that help?

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[macanri]

it does indeed

great explanation

thanks very much

 

[PeteBull]

it also controls which set of VDN Variables are used by the vector.