Line Group Information - AT&T Call Management System Supervizor's Manual

Supervising CMS
When CMS transfers a call to an agent, the call disappears from the group of
calls waiting to be answered by an agent and the call appears in the ACD
column. The System Status screen shows an agent to be on an ACD call
while the call is ringing at the agent's telephone. The CMS supervisor should
be aware that agents are not credited with an ACD call until they actually pick
up their handset to answer the call. If the call is refused, it reappears in the
same group of waiting calls.

Line Group Information

Line Group
Lines Busy
Lines Total
Splits, Main
Splits, Sec
Splits, Flow
6-14 Monitoring Call Management
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.
The total number of lines in the group.
The number of the main split assigned to the line
group. If no main split is assigned, a hyphen
appears instead of a number.
The number of the secondary split assigned to the
line group for intraflow. The secondary split can
receive calls for the line group only if intraflow is on.
If no secondary split is assigned, a hyphen appears
instead of a number.
Intraflow is indicated by "On" or "Off." The secon-
dary split can receive calls only if intraflow is on.