What do u mean by VDN, Vector, Hunt, Split, Skill, etc 1

[msunjai]

Hi All,

I'm new to Definity world.

Pls help me to understand the terms VDN, Vector, Hunt, Split, Skill, extension group and so w.r.t. Avaya switch(Si,r,Pro).

Is agent login-ID specific to extension or agt can key in to any extn while logging in ?? how the skills are assigned?? to agent login id or to extensions/extn groups??

Basically, I'm trying to understand the incoming call flow in contact center scenario for Avaya Definity w.r.t. above terms.

What are the different service observings available with Definity Si,r,Pro

Is there any centralised database(e.g. FAQs, TIPs, URLs) available which will help me to understand all abt Avaya Definity. If so pls let me know.

One more what are the different power source (AC/DC)cards/ckt packs available for Definity Si,r,Pro.

Thanks in advance,

 

[sjw3140]

Hi,

Welcome to the World of Definity !!

Have a look at :

http://support.avaya.com

Please do not take offence, not intended , but have you considered a starter training course ?

Best Regards

Steve.

 

[SF0751]

Your answers will vary, depending on the version of Avaya software you are using, and the customer options that are available. Perhaps if you were to post specific information about the switch in question, we could direct you to the appropriate sections on the Avaya website for your answers.

Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[row1030]

Adding to what SF0751 replied, There is a good deal of documentation on contact centers at the Avaya support web site, technical data, contact centers. It might help if you can take a look at some documentation as in general, a reply to your question could be quite lengthy.

 

[RTMCKEE]

VDN = Vector Directory Number
Vector = Programming steps that tell a call what/where to go
Hunt\Split\SKill (queue)= There are specific differences (im not sure what they are) but basically these terms are used on this board, and in most places interchangably. Basically its the group of folks you set up to take a specfic type of calls. Ie hunt group 1 = customer service, Hunt group 2 = sales.

Login ID = is specific to an agent and they can log that agent ID in on any phone that is set up for agents. They need an auto in, aux work and relase button on the phone at a minimum (pretty sure on that)

Very basic call flow would be:

Caller calls a local number ie. 123-334-2233. Call is routed in on your local trunks. Depending on your set up the phone company will send you x amount of digits. Most places use 4 digits because it matches the extension range. So phone company sends me 2233, I build a VDN numbered 2233 that tells the phone number to go to vector 33.

Vector 33 programming tells the call to go to the sales queue(or skill). Skill 3. The programming might look like:

01. wait 6 sec hearing ring
02 announce 7xxx (welcome greeting)
03 Queue to skill 3 pri t
04 wait 3 min hear music
05 announce 7xx1 (all agents busy message)
06 goto to step 4 unconditionally
07 stop.

Basically this programming tells the 2233 call to play two rings, send it to an agent if avaliable, if not wait 3 min (or less until) until an agent does become avaliable, play an all agents busy message and keep waiting until an agent becomes avaliable.

Only two different service observe abilities. Listen, and listen and talk. These are based on feature access codes.

G3SI, R, Prologix = basically these are all the same systems built on different platforms. basically the big difference is how big each one can get (capacity).

RTMCKEE

 

[cb369]

You might want to check out Avaya's website for any upcoming seminars in your area.

http://www.avaya.com/gcm/master-usa/en-us/corporate/events/index.htm

 

[m0zart01]

Here is what I found from NX01. Very helpful in learning how things work!

NX01 (MIS) Jul 13, 2004
First, find out what version you are running. Do a "disp sys cust" (without quotes) in terminal. Here are a few links to give you a overview of some of the more common features used.

http://support.avaya.com/elmodocs2/multivantage/233823_2/233756_4/233756_4.pdf

http://support.avaya.com/elmodocs2/multivantage/233823_2/233757_4/233757_4.pdf

http://support.avaya.com/elmodocs2/multivantage/233823_2/233758_4/233758_4.pdf

http://support.avaya.com/elmodocs2/multivantage/233823_2/mainmenu.pdf

 

[msunjai]

Hi,

Thanks for extending u'r kind support.

RTMCKEE,m0zart01 and sjw3140 thanx for u'r valuable inputs.

Like RTMCKEE earlier I was also confused abt Hunt,Skill and Split but now its better.

One more Q, how abt incoming four digits(DNIS)conversion in Definity, like the one "IDC" table in Nortel. In case the VDN number which I have choose is not matching the i/c four digit DNIS. Do we have any provision in Definity to convert the incoming four digit.

Also, one Q is unanswered ie abt diff power feeding option to definity boxes.

Thanks again.

 

[RTMCKEE]

Q = queue = Split, Skill, Hunt. The actual vector programming step is: queue to Skill XX.

To do digit converstion, you can edit the incomming call handling treatment on the trunk group. Say the phone company is sending you 1234, and you want to covnert that to 2345.

Cha trunk xx
got to page three

Feature service = cbc\public\mega (whatever its set to on first page)
call length = 4
called number = 1234
del= 4
insert = 2345

This assumes you have ISDN trunks.

RTMCKEE