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Glossary
Available State
Button Access
to Line Pools
CMS Hold Time
Completed Call
Configuration,
Shift
Dial Access to
Line Pools
GL-4 CMS Terms
An agent work state in which the agent is idle and
available to handle CMS calls. Agents in this state
are not active on an ACD or other than ACD call,
not in an after-call-work or logged out state, or have
not yet answered a ringing ACD call.
One of two optional settings for a LEGEND system
with pooled lines that determine how users access
line pools. With Button Access, each line pool is
assigned to its own button on users' telephones.
Users simply press the appropriate button to
access a particular line pool. The alternative
arrangement is Dial Access to Line Pools.
The length of time that CMS had control of a call. It
starts when the call was answered, continues while
the delay announcement is played and the call is
placed on hold, and ends when CMS transfers the
call to an agent.
A call on a CMS line that is answered by an agent,
serviced, and disconnected.
See Shift Configuration.
One of two optional settings for a LEGEND system
with pooled lines that determine how users access
line pools. With Dial Access, users press a Pool
Access button, then dial a code to access a partic-
ular line pool. The alternative arrangement is Button
Access to Line Pools.
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