User`s guide

5 Status The line status, which can be one of the following:
Ring: A call ringing on the line, but CMS has not
answered it.
Idle: The line is not in use.
Queued:
The call is in the CMS hold state. The
call has already been played the announcement
and is on hold, waiting for an agent to become
available.
AGTID: The call has been transferred to an
agent with the ID, AGTID, but the call has not yet
been answered by an agent.
↔ AGTID: The agent with the ID, AGTID, has
answered and is handling the call.
ANNCX: The call is being played announcement
number “X“.
Othr: The line is being used by an incoming or
outgoing non-CMS call.
NOTE: When a CMS call that comes in on a CMS
line (Central Office trunk) is transferred by an
agent to a transfer-queue line, the status of the
CMS line changes from
" ↔ AGTID" to “Othr”
when the agent who transfers the call goes on-
hook.
6 Calls Num
The number of CMS calls that came in on a
particular line in the current hour. This includes
serviced and abandoned calls. Calls answered by
stations other than agent stations are not included.
Outgoing calls are also not included.
7 Calls HldT The amount of time between the moment a call
begins ringing at System 25 and the time it is
disconnected. Calls HldT includes completed calls
only. It includes both serviced and abandoned
calls. It does not include calls connected to non-
agents nor does it include data on outgoing calls.
LINE GROUP SUMMARY
A line group summary line appears below the data for the lines in the line
LINE
group. The summary line is displayed in reverse video (dark letters on a light
background).
8 XX Busy The number of lines (XX) in the line group that
are currently in use for incoming or outgoing calls.
9 XX Total The total number of lines (XX) in the line group.
10 XX Calls
The total number of completed CMS calls (XX) to
the line group during the current hour. Both
serviced and abandoned calls are included.
Monitoring Call Management 5-29