AT&T MERLIN LEGEND Installation & Maintenance Manual page 552

Adapters, Accessories, and Applications
Product References
Customer information booklets:
Call Accounting Terminal—Business (CIB 3122)
Call Accounting Terminal—Hospitality (CIB 3123)
Call Management System
The Call Management System (CMS) for the MERLlN LEGEND
Communications System is an MS-DOS-based software
application that simulates the actions of a system operator by
answering calls and distributing them to individual agent
telephones. If no agents are available, CMS places calls on hold
and, if programmed, plays a recorded announcement to the
callers such as, "Thank you for calling the ABC Company. Please
hold for the next available agent." CMS then searches its network
for the appropriate agent, usually the one who's been idle the
longest, and transfers the call to that person's telephone.
CMS is appropriate for businesses with large groups of
personnel who perform a common function, such as airline
ticketing, filling catalog orders, and providing customer service.
Agents within these groups can be divided into agent splits to
handle different types of calls or customers. For example, the
agents in a travel agency can be divided into three splits: one
that handles personal vacations, one that handles business trips,
and one that handles group charters. Another split can be
designated for support when the call traffic is heavy in the other
splits. Calls come into each of the splits on a group of lines
designated to ring into the split.
Agents make themselves available and unavailable to take calls
by logging in and out. Also, agents can enter the after-call-work
(ACW) state, which allows them to complete work on their last
call without being interrupted by new CMS calls.
Applications 6-17