User`s guide

Repertory
Dialing
Ringing
Secondary Split
Service Level
Service Level
Limit
Serviced Call
Service
Monitoring
Shift
Configuration
Speaker Button
Split, Agent
Station-to-
Station
Message
Waiting
A feature that allows multiline voice terminal
users to store a frequently dialed number in
System 25’s memory and associate that number
with a particular Rep Dial button. The user can
then dial the stored number by pressing the Rep
Dial button.
Two types of ringing are of importance to CMS:
initial ringing occurs during the answer delay,
from the time the line is seized by an incoming
call until CMS answers the call;
transfer ringing
occurs at an agent voice terminal, from the time
CMS transfers the call to an available agent until
the agent lifts the handset.
The agent split assigned to answer calls on a
particular line group if all of the agents in the
main split are busy or unavailable. After a preset
number of seconds, calls that haven’t been
answered are intraflowed (routed automatically) to
available agents in the secondary split.
The percentage of calls that go from initial ringing
to answered within a specified length of time,
called the Service Level Limit.
A performance goal for answering incoming calls.
It represents the maximum number of seconds it
should take for an incoming call to be answered
by an agent.
An ACD call that has been connected to an agent
for longer than the Abandoned vs. Incoming Call
Threshold.
A CMS feature that enables the CMS Supervisor
to join or listen to calls on CMS or transfer-queue
lines. This feature can be used in agent training.
See Configuration, Shift.
A button on the lower right corner of multiline
voice terminals which the CMS Supervisor can use
to monitor CMS calls without lifting the handset.
See Agent Split.
A System 25 feature that allows a multiline voice
terminal user to turn on or off a pre-designated
light located on another multiline voice terminal.
Both voice terminals must have a Station-to-
Station Message Waiting button. CMS uses this
System 25 feature to implement the CMS Assist
feature.
CMS and System 25 Terms G-7