Nortel Express User Manual page 241

March 2005
call priority
A numerical value assigned in a script that defines the relative importance of a
call. If two calls are in the queue when an agent becomes available, and one call
is queued with a higher priority than the other, the agent receives the higher
priority call first. See also skillset priority.
call treatment
The way Symposium Express Call Center handles a call while it is waiting to be
answered by a call center agent. For example, a caller can hear a recorded
announcement or music while waiting for an agent.
Calling Line Identification
This is an optional service that identifies the telephone number of the caller.
This information can then be used to route the call to the appropriate agent or
skillset. The CLID can also be displayed on an agent's phoneset.
CDN
See controlled directory number.
CLAN
See Customer local area network.
CLID
See Calling Line Identification.
client
The part of Symposium Express Call Center that runs on a personal computer or
workstation and relies on the server to perform some operations. See also server.
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 Symposium Express Call
Center. When a call arrives at this number, the switch notifies the application
and waits for routing instructions, which are performed by scripts in Symposium
Express Call Center.
customer administrator
A user who is responsible for maintaining Symposium Express Call Center.
Call Center Management Guide
Glossary
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