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Glossary
ACD vs. Other. These terms distinguish between the types of incom-
ing and outgoing calls on the LEGEND system.
ACD: Incoming calls to CMS lines which are answered by the CMS
and transferred to an available agent are considered "ACD" (automatic
call distributor) calls.
Other: "Other" calls are all outbound calls (even if made on CMS
lines), and all other non-ACD incoming calls-extension calls, non-
CMS outside line calls, and calls transferred to an agent by another
person.
System Status Screen
This section explains the terms used to identify different types of information
on the System Status screen.
NOTE:
If an agent answers an ACD call and then transfers it to another agent or
to a nonagent, the statistics for that call are not included in the data
shown on the System Status screen, except as "Other" calls.
Line
Group Information
Line Group
Lines Busy
The first two columns list the letter to which a line
group is assigned, and the line group ID
The number of lines in the line group that are either
ringing, on hold, or connected.
CMS Status Screens GL-11
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