User`s guide

Key Terms and Concepts
The terms listed below appear frequently in this manual and other CMS
documents. The paragraphs that follow the list offer explanations of these
key concepts:
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Automatic Call Distributor
(ACD)
Trunks (Lines)
Line groups
Line sub-groups
Priority lines
Agents
Agent splits
Shift configurations
Main and secondary
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splits
Intraflow
Intraflow Threshold
Answer Delay
Force Delay
Logged Out state
Available state
After-Call-Work (ACW) state
Call management
Day Service
Night Service
CMS is the Automatic Call Distributor (ACD) designed to work with your
System 25 communications system. It distributes calls that come in on the
System 25
trunks that have been assigned to CMS. (Although CMS
personnel may know these as
lines, the System 25 Administrator will refer to
them as trunks.)
NOTE: A System 25 may have more than one CMS, but each CMS
requires its own PC, hardware, and software.
The System 25 telephone lines assigned to CMS are organized into
line
groups.
You usually assign lines to line groups so that all calls coming in on
lines assigned to a particular line group are the same type. For instance, the
lines for a service department might be assigned to one line group; the lines
for a billing inquiries department might be assigned to a second line group,
and the lines for a sales department might be assigned to a third line group.
You can assign up to 28 telephone lines to CMS, and you can divide the lines
among a maximum of four line groups. In order to have CMS generate
reports on separate lines or smaller groups of lines within a line group, you
can also divide the lines in your line groups into
sub-groups. Each line group
can have its lines divided into a maximum of seven line sub-groups. If you
have lines that should be answered before other lines in a line group, you can
designate these lines as priority lines.
Incoming calls are answered by agents who are organized into agent splits.
A split is a team of agents who handle the same type of call. Each split is
assigned to answer calls for one or more line groups. You can have up to six
splits handling CMS calls at the same time, and you can assign up to 28
agents to a split. A maximum of 28 agents can be active in CMS at any one
time.
A
shift configuration is an arrangement of agent splits for answering calls.
You can store up to six shift configurations in the system’s memory, but only
one shift configuration can be active at a time.
2-2 Key Terms and Concepts