User`s guide

The Agent’s Voice Terminal
This section describes the voice terminals and the features that enable CMS
agents to handle ACD (CMS) calls efficiently. The CMS Agent Card also
describes procedures for using the agent voice terminal for CMS.
The information in this section supplements the information in the AT&T
System 25 Multiline Terminal User Guide.
That guide describes many other
System 25 features you may find useful.
Selecting Voice Terminals for Your Agents
A critical factor in selecting a voice terminal for your agents is choosing a
voice terminal with enough buttons to accommodate the necessary CMS and
System 25 features. The following information will help you decide the
number of buttons with lights your agents’ voice terminals will need, and, in
turn, help you decide the size of the voice terminal that you should assign
each agent.
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You may use any of these as a CMS agent voice terminal:
• 5-Button Voice Terminal
• 10-Button Voice Terminal
• 10-Button Hands-Free Answer on Intercom (HFAI) Voice Terminal
• 10-Button Built-in Speakerphone (BIS) Voice Terminal
• 22-Button BIS Voice Terminal
• 34-Button Voice Terminal
• 34-Button Deluxe Voice Terminal
• 34-Button Built-in Speakerphone (BIS) Voice Terminal
• 34-Button Deluxe BIS Voice Terminal
• 34-Button BIS Voice Terminal with Display
• 34-Button Deluxe BIS Voice Terminal with Display
• Direct Trunk Attendant Console (DTAC), a 34-Button Deluxe Voice
Terminal or 34-Button Deluxe BIS Voice Terminal
• Switched Loop Attendant Console (SLAC), a 34-Button Deluxe BIS Voice
Terminal with Display
NOTE: A headset cannot be used with a 5-button voice terminal or a
10-button HFAI voice terminal.
Each of these types of voice terminals provides basic telephone functions,
such as Transfer, Conference, and Hold. However, other features required or
useful for CMS may be administered on agent voice terminals.
6-2 The Agent’s Voice Terminal