About Contact Center Manager Server And The Cs 2X00/Dms Switch - Nortel Contact Center Manager User Manual

August 2007
About Contact Center Manager Server and the
CS 2x00/DMS switch
Contact Center Manager Server and the CS 2x00/DMS switch must exchange
information to successfully route calls on Contact Center Manager Server. To
enable this communication, configure the resources shared by both the CS 2x00/
DMS switch and Contact Center Manager Server.
A Controlled Directory Number (CDN [Route Point]) is the initial point of entry
for any call processed on the Contact Center Manager Server. A CDN serves as
a holding place while information (for example, Calling Line Identification
number [CLID]) is gathered from the call and treatments are applied to the call
(for example, recorded announcements).
For call processing to begin in Contact Center Manager Server, the call must
arrive at a CDN on the CS 2x00/DMS switch that Contact Center Manager
Server controls. Contact Center Manager Server uses information gathered from
the CDN and sent from the CS 2x00/DMS switch to define the path the call
follows through the contact center.
How Controlled Directory Numbers operate
For Contact Center, when in Controlled Mode, Contact Center Manager Server
controls the treatment and the distribution of calls on the CS 2x00/DMS switch.
If Contact Center Manager Server cannot control the calls, default handling by
the CS 2x00/DMS switch is required by using Default Mode. In Default Mode,
Automatic Call Distribution (ACD) on the CS 2x00/DMS switch maintains call
distribution using the algorithms implemented in the CS 2x00/DMS switch.
The following steps illustrate normal call handling:
1. An incoming call arrives at an ACD Group on the CS 2x00/DMS switch.
The ACD group has a primary Directory Number (DN) and up to 16
supplementary DNs defined for the ACD Group.
2. When the optional front-end Interactive Voice Response (IVR) is in place,
the following activities occur:
Contact Center Manager Switch Guide for Communication Server 2x00/DMS
Getting started
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