182Glossary
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
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
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