Table of Contents
Advertisement
Glossary
Agent Position
Agent Split
Alert
All-Ring
Operation
Answer Delay
Auto ACW
(Automatic
After-Call-Work)
State
GL-2
The 2-digit LEGEND system extension number for
the telephone assigned to an agent.
A team of agents who handle the same types of
incoming calls.
A signal, either a beep from the CMS PC or a wall-
mounted device, to notify a CMS supervisor that an
exception threshold for an agent, split, or a line
group has been exceeded. Alarm beeping, if
turned on by the supervisor, also occurs for system
errors and other screen messages.
A CMS mode in which any call coming into an agent
split rings simultaneously at the telephones of all
agents in the split.
The initial period of time in which an incoming call
continues to ring if no agent is available. If an agent
still is not available by the end of the answer delay
period, the call is connected to the voice
announcement unit.
A programmed state in which the agent receives no
ACD calls. CMS automatically puts an agent's
telephone into this state upon the completion of a
call to allow the agent to finish work associated with
previous calls. The Automatic ACW option controls
the length of after-call-work time, from 0 to 999
seconds. If 0 time is designated for a line group,
the Auto ACW feature is not in effect.
Advertisement
Table of Contents
