User`s guide

CMS and System 25 Terms
Abandoned
call
Abandoned vs.
Incoming Call
Threshold
Automatic Call
Distributor
(ACD)
ACD Call
ACW Button
ACW (After-
Call-Work)
State
Administer
Agent Split
Agent Station
Answer Delay
A call that came into CMS and was either
disconnected by the caller before being serviced by
an agent, or was connected, but the talk time was
less than the Abandoned vs. Incoming Call
Threshold.
The minimum number of seconds an agent must
be connected to a call for it to be considered a
serviced call. Calls that are disconnected before
reaching this threshold are considered abandoned
calls.
The abbreviation for Automatic Call Distributor.
ACD is the general term for systems like CMS that
automatically answer incoming calls and distribute
them to available agents.
An incoming call that is distributed to an agent by
CMS.
A button administered on agents’ voice terminals
that they use to turn on their After-Call-Work
(ACW) light. When the ACW light is on, the
agent will not receive CMS calls.
An agent-activated or CMS-activated state in
which the agent receives no ACD calls. Agents
usually put their voice terminals into this state
when they need to finish work associated with a
previous call. CMS puts an agent voice terminal
in this state when the agent fails to answer an
ACD call. When an agent is in the ACW state,
the ACW light on the agent’s voice terminal is on.
To access and change the parameters associated
with the services or features of System 25 or CMS.
A team of agents who handle the same types of
incoming calls.
The voice terminal assigned to an agent.
The amount of time an incoming ACD call is
administered to ring before being connected to a
voice announcement unit if no agents are available
to answer the call.
G-2 CMS and System 25 Terms