User`s guide

Initial Setting
Internal Call
Intraflow
Intraflow
Threshold
Line Group
Logged Out
Button
Logged Out
State
Main Split
The factory-set (default) value for a system option
which allows CMS to operate immediately after
installation. The CMS Supervisor may later fine
tune system performance by replacing some initial
settings with values more appropriate to the needs
of the business.
A connection between two System 25 users.
The automatic transfer of a call waiting in the
main split’s queue to an agent in the secondary
split. This occurs when no agents are available in
the main split and the call has waited a
predetermined number of seconds.
The number of seconds the oldest call waits in the
main split’s queue before it is eligible to be
intraflowed (transferred) to an available agent in
the secondary split.
A group of telephone lines assigned to CMS that
can be answered by the same team of agents
(agent split).
A button administered on agents’ voice terminals
that they use to turn on the Logged Out light to
indicate they are not doing CMS work. When the
Logged Out light is on, an agent will not receive
ACD Calls.
A state in which the agent receives no ACD calls
and is not counted as logged in for reporting
purposes. Agents are placed in this state when call
management is started, when a new shift
configuration is selected, when an agent is moved
or added to a configuration, or when an agent has
remained in the After-Call-Work state longer than
the specified Agent Logout ACW exception
threshold (if the threshold is enabled). Agents
place themselves in the Logged Out state when
they are not doing CMS work. The CMS
Supervisor can also place an agent in the Available
or ACW state into the Logged Out state. When
the agent is in the Logged Out state, the Logged
Out light on the agent’s voice terminal is on.
The agent split with primary responsibility for
answering calls that come in on a particular line
group.
CMS and System 25 Terms G-5