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  #1 (permalink)  
Old 12-28-2001, 02:29 PM
Join Date: Dec 2001
Location: VA
Posts: 0

Please let me what VDN stands for as I see that a lot in the Call Management System we use in our call center. Also if you could kindly eloborate on VDN. Thanks.
Ps. I looked into the help file of the software and also searched the internet, but could not find the definition of VDN.
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  #2 (permalink)  
Old 01-02-2002, 03:38 PM
Join Date: Jan 2002
Location: Nashville, TN
Posts: 0

VDN is a term specific to Avaya systems. It is the lead phone number in the switch that is used to start a call down a defined pathway with certain rules and agent groups to be accessed. It is particularly important in the design of skills-based routing plans. So a call on a specific phone number enters your ACD from the public network on a trunk, and your ACD has instructions to direct calls on that trunk to a specific VDN. Alternatively, the calls may go to a menu system to select what the caller wants and that selection designates which VDN the ACD will go to. That is how sales calls get to the sales agents and service calls get to the service agents.

Nortel has a similar tool and call it a CDN. Other vendors have their own terminologies. It is always tough to look up terms that you think are industry-wide only to find they are vendor-specific.
Maggie Klenke
The Call Center School
615 812-8400
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  #3 (permalink)  
Old 01-06-2002, 07:00 PM
Join Date: Dec 2001
Location: Virginia, US
Posts: 0
WHat is the full form of VDN. What do the letters V D N stand for? Thanks.
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  #4 (permalink)  
Old 01-07-2002, 09:20 AM
Join Date: Sep 2001
Location: Omaha, NE
Posts: 0

I believe VDN stands for Virtual Dialed Number
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  #5 (permalink)  
Old 01-09-2002, 12:10 AM
Registered User
Join Date: Oct 2001
Location: Perth, Australia
Posts: 0

VDN actually stands for Vector Directory Number and is used to route calls to a specific vector and then the vector handles all of the parameters to determine which queue / agent / adjunct service that the call will eventually end up in and also how it gets there. Hope this helps

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