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Glossary 265
Nortel Networks Call Center Set Up and Operation Guide
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 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 Automated Attendant
menus with a more sophisticated menu that offers callers a wider range of options.
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 real-time information about skillsets.
The Display Waiting Calls/Skillset Status Feature Code shows:
• 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.