Basic Terms And Key Concepts; Automatic Call Distributor; Lines And Line Groups; Agents And Agent Splits - AT&T Call Management System Supervizor's Manual

Introduction to CMS
management and agent productivity (See Chapter 7, "Generating
Reports," for ongoing data collection and Chapter 8, "Archiving and
Restoring Data," for storing CMS report data.)
Troubleshooting (See Chapter 9, "Troubleshooting.")

Basic Terms and Key Concepts

The terms and descriptions in this section provide the key to understanding
how CMS works. More information about each of these aspects of CMS is
included in the relevant sections of this manual. Additional CMS terms are
included in the glossary.

Automatic Call Distributor

CMS is the automatic call distributor (ACD) for the MERLIN LEGEND system.
CMS distributes calls that come in on the MERLIN LEGEND system telephone
lines assigned to CMS.

Lines and Line Groups

The MERLIN LEGEND system telephone lines assigned to CMS are organized
into line groups. Usually the incoming calls for a line group are of the same
type. For example, the lines for incoming sales calls are in one line group
and the lines for service calls in another. CMS accommodates up to a total of
28 lines assigned to up to four line groups.

Agents and Agent Splits

Incoming calls are answered by agents who are assigned to agent splits. A
split is a team of agents who handle the same type of incoming calls. Each
split is assigned to answer calls for one or more line groups. There can be up
to six splits, with a maximum of 28 agents in a split. However, no more than
28 agents can be active in CMS at any one time.
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