Call Center Management Guide 21March 2005 Getting startedSwitching and routing conceptsIntroductionThis section provides a basic overview of switching and routing concepts. It isfor informational purposes only. All of the switch resources are configured andacquired by the distributors who install and configure your systems. For moreinformation, refer to Chapter 7, ìConfiguring switch resources.îThis section briefly outlines concepts such as! controlled directory numbers (CDNs)! routes! phonesets! voice ports! IVR ACD-DNs! Dialed Number Identification Service (DNIS)! calling line ID (CLID)Controlled directory numberA controlled directory number (CDN) allows incoming calls to be queued intothe switch and messages about these calls to be sent to Symposium Express CallCenter.Symposium Express Call Center must acquire a CDN so that the system cantrack when calls are terminated at that CDN. Before the system can acquire aCDN, however, the CDN must be configured on the switch, and then added tothe Symposium Express Call Center database.If you want to add a CDN, contact your distributor.RouteA route defines a group of trunks. Each trunk carries incoming and outgoingcalls to and from the switch.
