User`s guide

Assist Button
ATL
Available
Button
Available State
Central Office
CMS Hold
Time
Completed Call
Configuration,
Shift
Direct Station
Selection (DSS)
A button administered on an agent’s voice
terminal that, when pressed, turns on the light
beside a corresponding button on the CMS
Supervisor’s voice terminal. This optional feature
enables an agent on an ACD call to signal the
supervisor for help without interrupting the call.
The System 25 Station-to-Station Message Waiting
feature is used to implement this feature.
Analog Terminal Line.
A button administered on agents’ voice terminals
that they use to turn on their Available light. If
the Available light is on, and the agent’s voice
terminal is on-hook, the agent is available to
receive ACD calls.
An agent-activated state in which the Available
light on the agent voice terminal is on, and the
agent is idle and available to handle ACD calls.
The CMS Supervisor can place an agent who is in
the Logged Out state into the Available state.
The location housing telephone switching
equipment that provides local service and access
to toll facilities for long distance calling.
The time period beginning when an ACD call
reaches System 25 and ending when the call is
disconnected from System 25. CMS Hold Time
often includes delay messages.
A call on a CMS or transfer-queue line that was
answered by an agent, serviced, and
disconnected.
An arrangement of CMS line groups and agent
splits that, when activated, determines how CMS
calls are routed to agents. CMS allows you to
define as many as six different shift
configurations.
A System 25 feature that allows one-button access
to another voice terminal, a paging zone, or a
DGC group. For instance, the System 25
Administrator could program the CMS
Supervisor’s PDC onto a DSS button on each
agent’s voice terminal. The agents could then
press the DSS button to call the supervisor.
CMS and System 25 Terms G-3