User`s guide

Direct Group
A System 25 feature that allows incoming calls to
Calling (DGC)
be directed to a specific group of voice terminals.
The DGC Group Coverage feature, if
administered, can be used to manage CMS calls
when CMS call management is not running.
Dynamic The process of making changes to the CMS
Reconfiguration
configuration currently being used to manage
calls.
Exception An indication that a particular performance
threshold for an agent, split, or line group has
been reached or exceeded and an unusual or
undesirable situation may be occurring. Exception
messages appear on the screen of the CMS PC.
Exception
Threshold
Exclusion
The point at which the CMS exception message
will be displayed indicating that an exception has
occurred.
A System 25 feature that allows multiline voice
terminal users to keep other users who have a
Personal Line appearance of the line being used
from listening in on their call. This feature should
not be administered on agent voice terminals
because agents invoking Exclusion prevent the
CMS Supervisor from monitoring their CMS calls
using the Service Monitoring feature.
External Call
A connection between a System 25 user and a
person on the public telephone network or on a
tie trunk.
Flexible DSS
A Flexible Direct Station Selection button enables
a user to dial a PDC, by pressing just one button,
a Flex DSS button. The System 25 Administrator
must administer a particular button as a Flex DSS
button (unless the button is assigned this feature
by default). The user then programs the PDC on
the button.
Force Delay
An answering option that forces incoming ACD
calls to be connected to a delay message and
forces callers to hear the entire delay message
before being transferred to an available agent. If
Force Delay is off, calls are transferred to an agent
as soon as one becomes available, even if the
message has not finished playing.
Foreign
Exchange
A trunk that directly connects System 25 to a
central office other than the local central office.
(FX) Trunk
G-4 CMS and System 25 Terms