User`s guide

Overview
The Call Management System for System 25 is a powerful tool for managing
your incoming calls.
With CMS, you can handle calls efficiently, distribute
the workload equally among your agents, and collect many types of data on
call traffic and call handling performance.
“Understanding CMS” includes information that is basic to understanding
CMS. It is organized as follows:
Key Terms and Concepts
Explains important CMS terms.
Optional CMS Features
Describes four optional CMS features.
A Typical CMS Application
Describes how Bon Voyage Travel, a fictitious business, uses CMS to manage
its incoming call traffic. This example appears throughout this manual and
other CMS documents to illustrate CMS concepts.
Managing CMS
Lists the responsibilities and interactions of the CMS Supervisor and the
System 25 Administrator for CMS operation.
CMS Components
Describes hardware, software, and trunks that are required or can be used
with CMS. Also included are procedures for recording messages on the voice
announcement units.
Overview 2-1