Nortel Contact Center Manager User Manual page 242

Glossary
Contact Center Manager Administration server
The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.
Contact Center Manager Server
This server is responsible for functions such as the logic for call processing, call
treatment, call handling, call presentation, and the accumulation of data into
historical and real-time databases.
Contact Center Manager Server call
A call to a CDN controlled by Contact Center Manager Server. The call is
presented to the Incalls key on an agent's phoneset.
Contact Center Multimedia server
A client/server contact center application that expands inbound telephony
capabilities to include outbound voice, e-mail, and Web communications.
Contact Center Standby server
The server that contains an up-to-date backup version of the Contact Center
Manager Server database for use if the active server fails. The database is kept
up-to-date by the Replication Server.
Contivity VPN Switch
A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.
controlled directory number
A special directory number that allows calls arriving at the switch to be queued
when the CDN is controlled by an application such as Contact Center Manager
Server. When a call arrives at this number, the switch notifies the application
and waits for routing instructions, which are performed by scripts in Contact
Center Manager Server.
CPH
calls per hour
242
Standard 4.06
Contact Center Manager