User`s guide

The CMS Transfer-into-Queue feature can be used by CMS agents and other
System 25 users; for example, the System 25 Attendant can use this feature to
transfer calls that come in on non-CMS lines to a particular CMS line group
for servicing. The agent, or other System 25 user, transfers the call to a
“ghost” single-line voice terminal whose associated System 25 port on a Tip
Ring Line or Analog Line Circuit Pack is physically connected to a port on a
Loop Start Trunk Circuit Pack. Though neither a “real” single-line voice
terminal nor a loop start trunk is used with this feature, one real single-line
(Tip Ring Line or Analog Line) port and one real Loop Start Trunk port are
required for each transfer-queue line. See “Hardware Requirements” for this
feature below. A line group can have up to three transfer-queue lines
assigned to it.
If a CMS agent answers the original call, both the agent who transfers the call
and the agent who services the transferred call get credit for handling a CMS
call on CMS reports.
CMS statistics count the call as two distinct CMS calls.
Button Requirements
Though no voice terminal buttons are required for this feature, you may want
to have a DSS, Flex DSS, or Repertory Dial button on your agents’ voice
terminals programmed with the PDC of the “ghost” single-line voice terminal
associated with the transfer-queue line. This will provide one-touch dialing of
that voice terminal’s PDC.
Even if there is more than one transfer-queue line assigned to the line group,
only one button is required. It can be programmed with the PDC of any one
of the single-line voice terminals associated with that group of transfer-queue
lines. If the “ghost” single-line voice terminal dialed is busy, the call
automatically hunts to the next “ghost” single-line voice terminal in the
group.
Hardware Requirements
For each transfer-queue line, a port on a Tip Ring Line (ZTN78) or Analog
Line (TN742) Circuit Pack, and a port on a Loop Start Trunk (ZTN77) Circuit
Pack are required. Figure 2-1 illustrates the hardware connection for this
CMS feature.
2-6 Optional CMS Features