Instruction manual

FEATURES AND SERVICES
● If no agent has become available by the end of the delay message, CMS puts the call
into the main split’s queue of waiting calls. If available on the System 25, Music-on-
Hold will be heard by these callers while they wait.
● As soon as an agent in the main split becomes available, CMS will transfer the call at
the front of the queue to the agent.
● If no agent in the main split becomes available, and the call at the front of the queue
has waited for a predetermined period, the call will be sent to an available agent in
the secondary split (if intraflow has been turned on and the secondary split has been
administered).
CMS provides a variety of reports that are available on a daily or cumulative (up to 3 months)
basis. The Events Log records up to 200 system events and exception conditions. In
addition, call traffic reports can be generated for the following:
● Individual Agents (by day or days)
● Splits (by hour or day)
● Line Groups (by hour or day)
● Line Sub-Groups (by hour or day).
CMS Support Features
Three additional features enhance the capability of CMS operations.
● Transfer-Into-Queue
Allows anyone on System 25, particularly an attendant, to transfer calls into a line
group. It also allows an agent to transfer a call to another line group. It is useful in
handling calls made to the wrong line group.
Calls transferred in this way receive
priority treatment in the new line group.
● Service Monitoring
Enables a CMS supervisor to monitor an agent’s calls (without the knowledge of
agent or caller) or to join a call when an agent requests help. Service monitoring is
useful in the training of agents.
The supervisor’s terminal requires a Personal Line
button for each CMS line to be monitored.
● Assist
Allows an agent to send a visual (LED) signal to the CMS supervisor to request
assistance. The existing System 25 Station-to-Station Message Waiting feature is
used for this purpose.
An MSG WAIT button/status LED is required at both terminals
in each agent-to-supervisor link.
2-92