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Monitoring vector directory numbers

Updated on June 4, 2021

On an Avaya AES automatic call distributor (ACD), every call queue is associated with a vector directory number (VDN), and so calls that enter a queue pass through a VDN. VDN monitoring provides a mechanism for the Pega Platform application to listen for events as calls pass through specific VDNs and take some actions within the Pega Platform application based on the events that it hears.

For example, based on the call data that is associated with the events, you can configure an application to prefetch customer information before the call is answered by a CSR.
Note: This feature applies to the JTAPI (Avaya AES) links.
  1. In the header of Dev Studio, click ConfigureChannel ServicesPega CallAdministration and Configuration.
  2. On the CTI Links tab, in the Actions in the row of the CTI link for which you want to monitor VDNs, click Edit.
  3. On the VDN Monitoring tab, in the Monitor VDN on Node field, select the node that you want to use for monitoring VDNs.
  4. In the VDN to Monitor section, specify the VDNs:
    • If you want to monitor multiple VDNs, specify the start and end range of each set of VDNs that you want to monitor, for example, 6048 to 6094.

      The following figure shows a VDN range in a sample CTI link configuration:

      Specifying a VDN range
      Entering a VDN range in the CTI link rule form
    • If you want to monitor only one VDN, specify the same VDN as both the start and end range.
  5. Optional: To add additional VDN ranges, click the Add a row icon, and then configure additional VDNs.
  6. On the Link configuration tab, select the Auto Start check box.
  7. Confirm your updates by clicking Save.

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