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APPENDIX
Device Type Description
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Device type
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Category code
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Device code
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Description
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Usage
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ScrenPop
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FreedomQ
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PCS
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DNIS VDN
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VDN
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VDN.DNIS
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The VDN associated with a public phone number number such as Tollfree or DID.
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Helps to record inbound traffic.
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Optional for report
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IVR VDN
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VDN
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HUNT.IVR
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The VDN routes a call to IVR.
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Helps to identify how long customer interacts with IVR for reporting.
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Optional for report
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Agent VDN
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VDN
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VDN.AGENT
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The VDN routes a call to agent skill. It is also called IVR Exit Point.
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Helps to recognize whether IVR routed call to a VDN and the time that customer wait in queue.
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Required
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After hours VDN
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VDN
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VDN.AH
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The call will route to this VDN at after-hours
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Helps to report after-hours calls.
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Survey VDN
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VDN
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VDN.SURVEY
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The call will be routed the this VDN for requesting a survey when agent hung up
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Helps to recognize whether customer has been offered for a survey.
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Agent Hunt Group
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HUNT
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HUNT.SK
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Agent Hunt group extension or skill extension.
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Helps to monitor agent login/ logout for the agent report.
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Required
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Agent Login ID
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AGENT
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AGENT
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Agent Login ID
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Helps to identify which agent login on which extension for the agent report.
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Required
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Agent Extension
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EXT
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EXT.AGENT
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Agent Extension
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Helps to recognize whether a call has been answered by an agent.
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Required
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Recording device
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REC
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REC
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Recording device ID
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Helps to recognize whether the call has been recorded for audio.
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Optional for report
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Announcement device
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ANN
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ANN
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Announcement device ID
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Helps to recognize that device answered the call automatically, not an agent answered the call.
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