User`s guide

ANNOUNCEMENT UNIT
7 Announce-
STATUS
ment Unit
Status
SPLIT INFORMATION
8 Split
9 Agents ACD
10 Agents
Avail
11 Agents
ACW
12 Agents Out
Number, ID, and status of each voice
announcement unit. Statuses are as follows:
— : the unit is not assigned to that particular
line group or is not administered in CMS.
BUSY: the unit is in use on a CMS call, but the
call is not connected to a line in that line group.
CNCT: the unit is connected to one of the line
group’s calls.
IDLE: the unit is in service and assigned to that
line group, but is not connected to a call at the
moment.
RMVD: the unit has been taken out of service by
the CMS Supervisor, but is still assigned to that
line group.
BRKN: CMS has determined that the unit is not
working and has taken it out of service.
TEST: CMS is performing a test on the unit to
see if it will answer a call. This test is performed
automatically when a unit is put back into service
and also when CMS call management is started.
OTHR: A non-CMS call is connected to the unit
or the message is being played during the test call.
The number and ID of each split.
The number of agents currently active on ACD
(CMS) calls. Active calls include both calls
currently connected to an agent and calls the
agent has placed on hold.
During Day Service, the number of agents
currently available to receive ACD (CMS) calls
(that is, agents whose Available light is on and
whose voice terminals are on-hook).
During Day Service, the number of agents
on-hook in the After-Call-Work state.
During Day Service, the number of agents in the
Logged Out state. During Night Service, the
number of agents on-hook.
5-16 Monitoring Call Management