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Glossary
Ringing Options
Secondary Split
Service Level
Service
Level Limit
GL-8 CMS Terms
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 must 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
(routed automatically) to available agents in the
secondary split.
The percentage of calls that go from initial ringing to
answered within a specified length of time called
the service level limit.
A performance goal for answering incoming calls,
expressed in terms of the number of seconds it
should take for an incoming call to be answered by
an agent.
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