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Glossary
Main Split
Night Service
Other Cal
s
Priority Line
Refused Call
Ringing
after-call-work state for longer than a specified
exception threshold.
The agent split with primary responsibility for
answering calls that come in on a particular line
group.
A mode of CMS in which the system answers calls,
connects them to a voice announcement unit, and
then disconnects the calls when the message is
over.
Calls not associated with ACD, such as outgoing
calls, other than ACD incoming calls, extension
calls, and calls transferred to an agent by another
person.
A line that has a special status in CMS. Incoming
calls on a priority line are answered before older
calls on nonpriority lines.
A call that rings at an available agent's position, is
not answered within the transfer return interval, and '
then returns to CMS. When a call is refused, the
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.
CMS Terms GL-7
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