Chapter 16 Tips for operating Call Center 215
Nortel Networks Call Center Set Up and Operation Guide
• Do not assign IP telephones to the DN used by Call Center. The user does not receive an error
message if this happens, even though IP telephones usually warn a user if there are conflicting
telephone DNs. Therefore, ask your System Administrator for a list of the CDNs that are used
by Call Center.
• Do not use any CDNs that are used by Interactive Voice Response as Call Center CDNs.
You can use B2 CDNs if
• you use a CallPilot 150 platform. CallPilot 150 has a B2 DN for every B1.
• you use a Business Communications Manager system that has legacy B2 CDNs.
Your Call Center has legacy B2 CDNs if:
• you have upgraded your system
and
• your Business Communications Manager system is in Partial Double Density mode (this is the
default mode) and the B2s on buses 6 and 7 were configured as CDNs before the upgrade.
About Partial Double Density mode:
A B2 extension is a spare extension that exists on buses 6 and 7 only if you have Partial Double
Density mode enabled. All other buses have only B1 extensions, no matter what mode the
Business Communications Manager is in.
Partial Double Density mode is the default setting for Business Communications Manager.
Partial Double Density mode allows compatibility with Companion base stations.
You can manually change CDNs from B1s to B2s by entering a B2 CDN in the skillset properties.
If the Business Communications Manager is changed to Full Double Density mode, the system
will change the B2 CDNs to B1s.
About using B1 and B2 extensions
• We recommend that you use B1 CDNs over B2 CDNs. B1 CDNs have better functionality
than B2 CDNs.
• A B1 extension number is the extension number that you dial to call a telephone or peripheral.
A B2 extension is a spare extension.
• All other buses have only B1 extensions. They do not have B2 extensions no matter what
mode the Business Communications Manager is in.
• Both B1 and B2 extensions can answer external calls.
• Both B1 and B2 extensions can have external calls transferred to them by a third person.
• B1 extensions allow a set to be CFB or CFNA to them. B2 extensions do not support CFB or
CFNA. Therefore a skillset that uses a B2 CDN cannot have calls forwarded to it from
telephone programming.