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Glossary
Ringing
Ringing Options
Secondary Split
agent's position is automatically put into the logged
out state.
Two types of ringing are important 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 a tele-
phone, from the time CMS transfers the call to an
available agent until the agent lifts the handset.
You choose ringing options for line buttons and for
Cover buttons for the Transfer-to-Split and All-Ring
operation features on an agent's telephone. The
ringing options are:
No Ring: All CMS line on an agent's tele-
phone should be programmed for No Ring to
prevent all the CMS stations from ringing
each time a new call enters the system.
Instead, CMS provides the ring for each new
call, answers it, and transfers it to the agent's
telephone, which rings. Lines or line pools
used primarily for placing outgoing calls
should be programmed for No Ring.
Immediate Ring: Cover buttons for the
Transfer-to-Split or All-Ring operation feature
should be programmed for Immediate Ring.
Other: Private lines or lines not assigned to
CMS can be programmed as needed.
The agent split assigned to answer calls on a partic-
ular line group if the agents in the main split are
overloaded. After a preset number of seconds,
calls that haven't been answered are intraflowed
GL-7
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