Call Handling - AT&T Call Management System Supervizor's Manual

CMS Telephones and Telephone Programming

Call Handling

This section gives instructions for basic handling of CMS calls, including use
of optional headsets.
Instruct agents on the meaning of their telephone lights and ringing patterns,
as shown in Table 5-2.
Table 5-2. Agent Phone SA/Intercom Lights and Ringing Patterns
Lights
Steady red
Steady red and green
Flashing green
Fast flashing green
Steady red and fast
flashing green
Ring
3 rings
1 ring
3 rings
Meaning
You are connected to
this line when you lift
the handset.
You are using this but-
ton.
An incoming CMS call
or a transferred call is
on this button.
An inside non-CMS call
is on this button.
The agent at this exten-
sion has placed a call
on hold on this button.
A transferred call is
returning to this exten-
sion.
Call Handling 5-13