Glossary 265
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
Delay Answer
Delay Answer is a feature that prevents Call Center from answering calls and playing greetings when there are no agents available. When a skillset has Delay Answer activated, waiting callers hear ringback.
When a call comes in on a line for a skillset that does not have any free agents, the call is not answered until either the Delay Answer time elapses or an agent becomes available, whichever comes first.
Display Waiting Calls
Display Waiting Calls, (previously known as Queue Status), is a Feature Code that you and agents can use to display waiting calls and view
•the skillset number and whether the skillset is enabled or disabled
•number of agents logged into the skillset
•number of calls waiting
•the longest wait time of a call
DN
DN is a Directory Number or an extension number.
Dynamic agent priority
On Business Communications Manager agents can have a different priority depending upon which skillset they are logged on to. For example when an agent is a member of the English skillset, their priority can be 1 because they are fluent in English. The same agent can have a priority of 3 when they are logged on to the Spanish skillset and, a priority of 6 when they are logged on to the German skillset.
Nortel Networks Call Center Set Up and Operation Guide
