User`s guide

Overview
When a call comes into CMS during Day Service, the system looks for an
available agent in the main split assigned to the line group for the call. If
agents are available, CMS routes the call to the agent who has been idle the
longest. After answering the call, the agent may need to do the following:
• Transfer the call to another agent or person on System 25
• Transfer the call to another line group’s queue
• Signal the CMS Supervisor for help
When the conversation with the customer is completed, the agent may need
to enter the After-Call-Work state to complete the necessary paperwork
associated with the call.
So that agents can complete all of these CMS duties with a minimum of
difficulty, it is important that they understand how to use their voice terminal
features. In most cases, you, as the CMS Supervisor, will be the person
responsible for teaching the agents how to use their voice terminals and the
one whom agents will call should problems arise.
This section will help you understand how you and your CMS agents can use
your voice terminals and features to handle CMS calls efficiently. The
information in this section is organized as follows:
The Agent’s Voice Terminal
Describes the types of voice terminals agents can use, the features to be
assigned to agent voice terminal buttons, and procedures for using these
features.
The CMS Supervisor’s Voice Terminal
Describes the type of voice terminal the CMS Supervisor needs, the features
the CMS Supervisor uses, and the procedures for using these features.
Overview 6-1