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264 Glossary
P0605665 03
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
This feature forwards all calls from a phone to another extension number. For example, all
calls from a telephone can be forwarded to the CDN of a skillset.
Call Forward No Answer
This feature forwards unanswered calls from a phone 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
This feature forwards all calls from a phone to another extension if all the lines assigned to
the phone are busy.
CallPilot
CallPilot is a versatile business communications tool that you can use to:
• answer incoming calls
• offer callers a selection of options to route their calls or access information
• provide advanced voicemail, Auto Attendant and call handling capabilities
CallPilot includes voicemail, Auto Attendant, Custom Call Routing and Fax Answering
features.
CallPilot also has optional features such as Fax, Call Center, Desktop Messaging and
Messaging that enhance your communications. What options are available to you depends
on what system you use. For more information about CallPilot, see the CallPilot Manager
Set Up and Operation Guide.
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.