Filter
Top Products
CMS Terms
Key words and phrases used in CMS are defined below,
Abandoned
Call
Abandoned
Call Threshold
ACD
(Automatic Call
Distributor)
ACD Call
ACW (after-
call-work) State
Agent Position
Agent Split
Alert
All-Ring
Operation
Answer Delay
A call that comes into CMS but is disconnected by
the caller before being serviced by an agent.
The minimum number of seconds an agent must
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.
The general term for systems such as CMS that
automatically answer incoming calls and distribute
them to available agents.
An incoming call on a CMS line.
An agent-activated state in which the agent
receives no ACD calls. Agents usually put their
voice terminals into this state when they need to
finish work associated with previous calls.
The 2-digit MERLIN II system intercom number
for the voice terminal assigned to
A team of agents who handle the
incoming calls.
an agent.
same types of
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.
A CMS mode in which any call coming into an
agent split rings simultaneously at the voice
terminals of all agents in the split.
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.
G-2 CMS Terms