Instruction manual
Call
Management System (CMS)
Call Management System (CMS)
Description
The Call Management System (CMS) is an automatic call distributor that directs specified
incoming calls to assigned “agents” for handling.
It also provides reports of CMS call traffic
and agent performance.
The CMS has options and parameters that allow the system to be
tailored to the individual needs of specific businesses. The CMS consists of software, a
personal computer (PC) with a CMS interface card, voice announcement units (VAUs), and a
printer.
In a System 25 with CMS, some incoming trunks are assigned as CMS trunks (lines). The
CMS lines are organized into line groups according to the types of calls that are expected to
be received. One line group, for example, might carry calls made to a service department
number, while another group might be assigned to a sales department.
CMS agents are organized into teams called “splits.” Members of a particular split generally
answer one type of call. Each agent split is assigned to answer calls for one or more line
groups.
Each line group must be assigned a main split and may also be assigned a
secondary split (for high traffic period backup). Routing of calls to the secondary split is
called “intraflow.”
System 25 provides a new button feature, Agent Status for CMS, that is composed of four
button sub-types. One sub-type will be used for the CMS PC. The remaining three are used
on CMS agent stations to signal the following operational states:
● Logged Out—CMS station not available to receive CMS calls; this is the state an
agent enters, by pressing the LOGGED OUT button, when going off duty.
● Available—Ready to receive CMS calls; entered by pressing the AVAILABLE button.
● After-Call-Work (ACW)—Entered by pressing the ACW button so that the agent can
complete work on the latest call and not be interrupted by new CMS calls.
CMS has two modes, Night Service (distinct from System 25 Night Service) and Day Service.
When Night Service is active, CMS routes calls to a VAU and disconnects them after the
message is finished. When the system is in Day Service, a typical call receives the following
treatment:
● CMS looks for an available agent in the main split assigned to the line group.
● If agents are available, the call goes to the agent who has been idle the longest.
● If no agent is available, CMS connects the call to a VAU for a delay message. If an
agent becomes available while the message is playing, the call goes immediately to
the agent.
● If the “forced delay” option is on during Day Service, each call is connected to a
VAU and played the entire message before being connected to an agent, even if an
agent is available.
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