Instruction manual

Glossary
Dial Access to
One of two optional settings for a LEGEND system
Line Pools with pooled lines that determine how users access
line pools. With Dial Access, users press a Pool
Access button, then dial a code to access a partic-
ular line pool. The alternative arrangement is Button
Access to Line Pools.
Dynamic The process of making changes to the CMS
Reconfiguration
configuration currently being used to manage calls.
Exception
An indication that a particular performance thres-
hold for an agent, split, or line group has been
reached or exceeded and an unusual or undesir-
able situation may be occurring. Exception mes-
sages appear on the supervisor’s PC screen.
Exception
Threshold
The point at which the supervisor is to be notified
that an exception has occurred; that is, a time limit,
a certain number of calls on hold, or other type of
threshold has been met or exceeded, which allows
the supervisor to make some adjustments to bring
the exceptions below the set thresholds.
Exception Alert A signal, either a beep from the supervisor’s PC or a
light or bell from an external alert, to notify the CMS
supervisor that an exception threshold has been
met or exceeded.
External Alert
A wall-mountable lamp or bell that lights up and
remains lit or rings while a condition causing the
alert is in effect. External alerts can be used with
All-Ring operation and with exception thresholds.
CMS can have up to four lamps, which are con-
nected
to LEGEND system line jacks and pro-
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