User`s guide

Optional CMS Features
As you plan your CMS, you may want to consider the following optional
features for CMS operation:
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The Assist and Transfer-into-Queue features help CMS agents in their
daily routine.
The Service Monitoring feature allows you to monitor your agents’ calls.
When CMS is not managing calls, you can use the CMS contingency plan
to distribute calls automatically to agents.
THE ASSIST FEATURE Feature Description
The Assist feature provides agents with a visual means of signaling you when
they need assistance.
The System 25 Station-to-Station Message Waiting
feature is used to implement this feature.
When help is needed, an agent presses the Assist (MSG WAIT) button on the
agent voice terminal. This turns on the light next to the agent’s Assist button
and also turns on the light next to the paired Assist (MSG WAIT) button on
the supervisor voice terminal. A subsequent press of the Assist button from
either voice terminal turns off both lights. If the agent has a call in progress,
using the Assist button will not disrupt the call.
Button Requirements
This feature requires an administered System 25 MSG WAIT button on the
agent’s voice terminal and a paired MSG WAIT button on your supervisor
voice terminal. The supervisor voice terminal must have a paired MSG WAIT
button for
each agent who has this feature.
Hardware Requirements
None.
CMS Administration Requirements
None.
System 25 Administration Requirements
A MSG WAIT button must be administered
voice terminal.
on both the agent and supervisor
THE Feature Description
TRANSFER-INTO-QUEUE
The Transfer-into-Queue feature is designed to facilitate the handling of calls
FEATURE
that come in on a trunk associated with one line group when the caller
actually needs to speak to an agent handling calls for another line group.
For example, a retail business has set up its CMS with three line groups:
Sales, Service, and Billing. Each line group is serviced by a split of the same
name. A caller with a question about an invoice mistakenly calls in on a line
in the Sales line group. The agent in the Sales split who answers the call
uses this feature to transfer the call to a transfer-queue line in the Billing line
group. Transfer-queue lines are priority lines. CMS, therefore, places this
call at the front of the Billing line group’s queue of waiting calls so that it will
be answered by the first available agent in the Billing split.
Optional CMS Features 2-5