Vdn override 1

[Katgurl]

Hi all. I'm new here. I'm running a Definity Prologix, for a small non-profit call-center. I read about vdn override but am unable to get this to work like I *think* it's suppose to work.

We have several toll-free numbers pointing to vdns using DNIS. I would like the name of the first vdn to carry through to agent's phone display. What does displayed is the trunk group name (i.e. "Long Distance T1, 184&quot The only time any identifier displays is when a call comes through a hunt group. Then it displays something like "Long Distance T1 transfer to xxHUNTGROUP NAMExxx".

I've been reading all I can find on this and can't figure out if it's just something I've missed or if it can't be done because of something we don't have, such as the wrong trunk-type, or some software program.

Any insight would be greatly appreciated.

Thanks

Jaimie

 

[mainepe]

VDN override is toggled within the "Allow VDN Override" field on the CH VDN screen. However, it needs to be set to "N" for the name (and skills, incidentally) of the original VDN to be used, not "Y", as may seem intuitive. If it is set to "Y", then what appears on the agent's screen depends on the chaining (and provisioning) of the subsequent VDNs. Also, have you programmed your VDN name into the name field on the CH VDN screen?

 

[Katgurl]

Thanks for replying.

Yes, there are names in the name fields. I tried what you suggested (it is non-intuitive!) and found that vdn override works when calls route-to huntgroups, but not to extensions.

Maybe it isn't suppose to work when transferring to direct extensions. Do you know? hmmm.

This wasn't a problem when agents handled only one program/type of call. But now we have one client with several programs and were hoping to be able to identify programs by what toll-free number they dialed.

Any more insight?

Thanks again!

Jaimie

 

[scardig]

Katgurl,

I am have a similar situation and was wondering if you could assist. I also have multiple 800 #'s coming over a T1 pointing to Multiple VDN's. However all I ever recieve in the agents display is the trunk group in which the call was received. I know you are looking to retrieve the name of the VDN on the display but I would be happy just to get the number first. Can you or anyone else point me in the right direction.

Any assistance would be appreciated.

-Scardig

 

[Katgurl]

Hi Scardig! I am still struggling with this issue myself! But only when calls transfer directly to an extension.

When calls transfer to a hunt-group, the display shows the VDN Label and the group Name, for example: "200 DNIS transfer to Reimbursement Group".

Transfers that go directly to an extension display "b=Long Distance T" on the first line with the trunk group access code number "XXX" on the second.

This WAS happening on operator calls as well, but those are now coming across like the first example "200 DNIS transfer to operator". So I at least have those people off my backs . .haha. Unfortunately, agents are unable to identify call-orgin (vdn) when caller enters an agent's extension. I actually discourage giving out personal extensions because of that AND because calls can end up in specific agents mailbox instead of group mailbox. I'm sure there's a fix .. .I just have to keep at it. haha. There's nothing like learning "backwards" . . . or being told to "go figure it out" hahaha.

I was in here all weekend messing with vectors trying real hard not to screw things up! So far . . .no complaints, but the day is still young!

Good luck, I'll let you know if I find out anything else.

Katgurl

 

[kgg2000]

Hi All, Does any one know where i can find Sketchmatic diagrams of the Definity system, where i can see where the dass links to the system etc etc.

regards

KGG2000

 

[LeoVBrown]

Kgg2000 give more detail on what you would like to see. I have numerous drawings that I have created and I am pretty familar with the Avaya documentation (I wrote some and edited a bunch in a previous life). I should be able to help.

 

[WendiC]

Hi

I know this post is many years old, but... has anyone managed to get the vdn name to come over when a call is routed directly to an extension rather than a hunt group? I am struggling with the same issue as Katgurl. I'm only seeing the trunk name when a vdn simply routes to an extension. We have a definity g3si - have tried dozens of things.

thank you