Nortel Networks Call Center Telephone - Manual (Page 182)

182 Glossary
N0025637 01
CDN
See Control Directory Number.
Call Center
Call Center receives, holds and routes calls to agents in a call center.
call center
A call center is a department or a business that uses Nortel Networks Call Center to handle
numerous incoming calls. A call center typically employs several agents to answer calls.
Call Center Administrator
The Call Center Administrator sets up, and manages the day-to-day operation of a call
center. The Call Center Administrator monitors the overall performance of the call center
and balances the staffing according to call traffic demands.
Call Forward All Calls (CFAC)
This feature forwards all calls from a telephone to another extension number. For example,
all calls from a telephone can be forwarded to the CDN of a skillset.
Call Forward No Answer (CFNA)
This feature forwards unanswered calls from a telephone to another extension number. A
call is considered unanswered if no one answers the call before a specified number of
rings.
Call Forward On Busy (CFB)
This feature forwards all calls from a telephone to another extension if any of the lines
assigned to the telephone are busy.
Channel
A channel is the voice path that Call Center uses to play greetings to callers. A voice
channel is also the voice path used when anyone uses a Feature Code to access Call
Center.
Class of Service
The Class of Service defines the values for mailboxes.
Control Directory Number (CDN)
The Control Directory Number (Control DN or CDN) is the extension number of a Call
Center skillset. The CDN is the number used to transfer calls to a skillset. The CallPilot
installer is responsible for assigning a CDN to each skillset before the skillset can be
enabled.
Custom Call Routing (CCR)
CCR is a routing feature that you can program to present a customized menu of
single-digit choices to callers. CCR automatically answers lines and presents callers with
customized menus. With CCR, callers can listen to pre-recorded messages, leave a
message in a skillset mailbox or transfer to an extension. With CCR you can replace