AT&T MERLIN LEGEND Installation & Maintenance Manual page 553

Adapters, Accessories, and Applications
The system can be setup so that agents are automatically in the
ACW state whenever they complete a CMS call or so that agents
must press a programmed button or dial a feature code to enter
ACW.
Other features of CMS include
easy-to-use management reports that analyze call volume
and patterns, as well as agent activity
Answer Delay option, which determines how long a call rings
before it is designated as unanswered and is connected to
the recorded announcement
Forced Delay option, which connects calls to the recorded
delay announcement regardless of whether all agents are
busy when the calls come in
designation of priority lines to ensure that calls coming in on
these lines are answered first
display of current agent activity on system status screens to
allow monitoring, tracking, and analyzing of short- and long-
term performance
ability to connect Music-on-Hold to callers waiting for agents
up to four external alerts to show when an exception has
occurred; for example, an LED lights when the oldest call has
waited longer than 30 seconds. Exception thresholds are
programmed.
summary reports from 1 to 93 days
real-time dynamic reconfiguration, which lets the user modify
the call flow on-line
6-18 Applications