Cms Terms - AT&T Merlin II Feature Module 2 System Manual

CMS Terms

G-2 CMS Terms
Key words and phrases used in CMS are defined below,
Abandoned
A call that comes into CMS but is disconnected by
Call the caller before being serviced by an agent.
Abandoned
The minimum number of seconds an agent must
Call Threshold be connected to a call for it to be considered a
serviced call. Calls that are disconnected before
reaching this threshold are considered abandoned
calls.
ACD The general term for systems such as CMS that
(Automatic Call
automatically answer incoming calls and distribute
Distributor)
them to available agents.
ACD Call An incoming call on a CMS line.
ACW (after-
An agent-activated state in which the agent
call-work) State receives no ACD calls. Agents usually put their
voice terminals into this state when they need to
finish work associated with previous calls.
Agent Position The 2-digit MERLIN II system intercom number
for the voice terminal assigned to
Agent Split A team of agents who handle the
incoming calls.
Alert
A signal, either a beep from the supervisor's PC
or a wall-mounted light that turns on, to notify a
CMS supervisor that an exception threshold for an
agent, split, or a line group has been exceeded.
Alarm beeping, if turned on by the administrator,
also occurs for system errors and other screen
messages.
All-Ring A CMS mode in which any call coming into an
Operation agent split rings simultaneously at the voice
terminals of all agents in the split.
Answer Delay The initial period of ringing in which an incoming
call continues to ring if no agent is available. If an
agent still is not available by the end of the
answer delay period, the call is connected to the
voice announcement unit.
an agent.
same types of