Instruction manual

Glossary
Line Group A group of interchangeable telephone lines on
which CMS calls can be answered by the same
team of agents.
Logged Out A state in which the agent receives no CMS calls
State
and is not counted as logged in for reporting pur-
poses. The agents are in this state when CMS is
started, when a new shift configuration is selected,
when an agent is moved or added to a
configuration, or when an agent has remained in the
after-call-work state for longer than a specified
exception threshold.
Main Split The agent split with primary responsibility for
answering calls that come in on a particular line
group.
Night Service
A mode of CMS in which the system answers calls,
connects them to a voice announcement unit, and
then disconnects the calls when the message is
over.
Other Calls
Priority Line
Refused Call
Calls not associated with ACD, such as outgoing
calls, other than ACD incoming calls, extension
calls, and calls transferred to an agent by another
person.
A line that has a special status in CMS. Incoming
calls on a priority line are answered before older
calls on nonpriority lines.
A call that rings at an available agent’s position, is
not answered within the transfer return interval, and
then returns to CMS. When a call is refused, the
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