Avaya VDNs & Vectors Display for Avaya Aura Call Center Elite

Call Vectoring is the process of defining programs that will handle the routing and treatment of calls. Each call vector consists of a series of user-defined Avaya commands that will route internal or network calls and determine how each call is treated. Collaborate provides monitoring that enables a call routing to be traced through the Avaya Contact Center via the various vector commands that are being used.

The following Records are provided for Vector monitoring. They are designed to support most vector commands, however there may be some that are not currently supported.

Record Name

Prognosis License

Description

AvayaVector (AVVECTOR)

ACD

List of all Vector IDs and name pairs.

AvayVectorStep (AVVECSTP)

ACD

List of all Vector IDs, step numbers and vector commands.

AvayaVDN (AVVDN)

ACD

List of all VDN extensions, names and associated vectors.

The Avaya VDN & Vectors Display provides information about the Vectors, Vector Steps and Vector Directory Numbers (VDNs) that are in use. This Display is accessed by clicking on the Vectors link in the 'PBX Status' window in the bottom left of the Avaya PBX Display. It can also be opened from in the second navigation panel (Instance panel) of the Web Application by clicking on the VDN & Vectors link under the required Avaya PBX name.

In the first ten minutes after starting the software, while the vector steps are being collected, all the vector and VDN states will be shown as 'init'. An exception to this is when a VDN is referencing a non-existent vector, in this case a status description of 'No vector' will be shown and the item will be highlighted in red.

Drilling-down on a Vector number will reflect the associated VDN and vice versa.

Clicking on either an Extension number in the VDN panel or a Vector number in the Vector panel will populate the 'Vector Meta Information' panel and display a diagram of the Vector steps. Each node in the diagram represents a step of the selected vector and holding the mouse over a node will open a tool-tip showing the full text of the particular vector step command.

If a step is a 'goto vector' step, click on the step in the graph and the Display will be refreshed with information about the target vector.

Clicking on the Vector Steps link, located at the mid right of the Avaya VDNs & Vectors Display, will provide information about each step including any possible error information.


If the configuration procedure to link Agents and VDNs with Calls has been applied, as described in the Configuration for Avaya Aura Call Center Elite, then a list of calls associated with a VDN can be obtained by clicking on the Details link in the Calls column of the Avaya VDNs & Vectors Display. Clicking this link will provide a list of calls associated with the selected VDN in the last hour. Data for previous hours can be obtained by using the database slider control in the top right of the Display.

Clicking on the Historical link at the top of the Avaya VDNs & Vectors Display provides a history of a vector configuration in one day decrements. This will show how a vector changes over time which can help with troubleshooting configuration changes that potentially could have caused problems. The list of steps, which is displayed by clicking on the Vector Steps link, can also be browsed historically.

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