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Glossary
Serviced Call
Shift
Configuration
Split, Agent
Supervisory
Login/Logout
Transfer-to-
Queue
Transfer-to-Split
A CMS call that has been connected to an agent for
longer than the abandoned call threshold.
An arrangement of CMS line groups and agent
splits that, when activated, determines how CMS
calls are routed to agents. CMS allows you to
define as many as six different shift configurations.
See Agent Split.
A feature that allows a supervisor to change an
agent's work status (Available/ACW/Logged out)
from the CMS PC (via the Split Status screen) or
from the console (via feature buttons). This can be
done at any time during call management. It takes
effect immediately, unless an agent is on an ACD
call. When the call is complete, the new status goes
into effect.
A feature that allows an agent to transfer calls to
another split via a loop-back. The loop-back con-
sists of a tip/ring extension jack and a loop-start
Iinejack, which is assigned to a CMS line group.
Transferred calls are treated as non-CMS calls;
CMS distributes them to the appropriate agents and
maintains historical records.
A feature that allows an agent to transfer calls to
another split by pressing a button on his or her tele-
phone. All telephones in the other split ring.
Agents in the other split pickup the call using the
LEGEND system Cover button feature.
CMS Terms GL-9
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