Nortel Contact Center Manager Release Note page 72

Glossary
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.
Customer Local Area Network
The LAN to which your corporate servers, third-party applications, and desktop
clients connect.
Customer Relationship Manager
An application that provides the tools and information that an organization
requires to manage its customer relationships.
D
default skillset
The skillset to which calls are queued if they are not queued to a skillset or a
specific agent by the end of a script.
Dialed Number Identification Service
An optional service that allows Contact Center Manager Server to identify the
phone number dialed by the incoming caller. An agent can receive calls from
customers calling in on different DNISs and, if the DNIS is displayed on the
phoneset, can prepare a response according to the DNIS.
directory number
The number that identifies a phoneset on a switch. The directory number (DN)
can be a local extension (local DN), a public network telephone number, or an
automatic call distribution directory number (ACD-DN).
E
Emergency key
A key on an agent's phoneset that, when pressed by an agent, automatically calls
their supervisor to notify the supervisor of a problem with a caller.
72
Standard 4.01
Contact Center