User`s guide

Call management is the automatic distribution of calls that come in on CMS
lines. CMS provides two modes of call management, Day Service and Night
Service.
When Day Service mode is active, a call that comes into CMS goes
through this basic sequence of steps:
1.
2.
3.
4.
5.
CMS looks for an available agent in the main split assigned to the line
group on which the call came in. (If the Force Delay option is turned on,
calls are not transferred to an agent until callers have heard the entire
delay message, even if an agent is available.)
If agents in the main split are available, CMS routes the call to the agent
who has been idle the longest.
If no agent is available, CMS connects the call to a voice announcement
unit for a delay message after waiting the number of seconds specified as
the Answer Delay. If an agent becomes available while the delay message
is playing, CMS immediately transfers the call to the agent and the caller
does not hear the complete delay message.
If no agent has become available by the end of the delay message, CMS
puts the call on hold in the main split’s queue of waiting calls.
As soon as an agent in the main split becomes available, CMS transfers
the call at the front of the queue to the agent.
If no agent in the main split becomes available and the call at the front of
the queue has waited a predetermined amount of time (the Intraflow
Threshold), the call is sent to an available agent in the secondary split (if
intraflow has been turned on for the split and a secondary split has been
administered for the call’s line group).
When CMS Night Service is active, CMS routes calls to a voice announcement
unit, and disconnects the calls after the message is finished.
2-4 Key Terms and Concepts