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Auto ACW
(Automatic
after-call-work)
State
Auto Intercom
Button
Available State
Button Access
to Line Pools
CMS Hold
Time
Completed Call
Configuration,
Shift
Dial Access to
Line Pools
Dynamic
Reconfiguration
An administered state in which the agent receives
no ACD calls. CMS automatically puts an agent’s
voice terminal into this state upon the completion
of a call to allow the agent to finish work
associated with previous calls. The Automatic
ACW option controls the length of after-call-work
time, from 0 to 999 seconds. If O time is
designated for a line group, the Auto ACW
feature is not in effect.
A voice terminal button that has been
programmed to contact another voice terminal in
the MERLIN II system. Lights beside the button
show the current status (busy or idle) of the voice
terminal that the button represents.
An agent-activated state in which the agent is idle
and available to handle CMS calls. Agents in this
state are not active on an ACD or other than ACD
call, not in an after-call-work or logged out state,
or have not yet answered a ringing ACD call.
One of two optional settings for a MERLIN II
system with pooled lines that determine how
users access line pools.
With Button Access, each
line pool is assigned to its own button on users’
voice terminals. Users simply press the
appropriate button to access a particular line pool.
The alternative arrangement is Dial Access to Line
Pools.
The time period beginning when CMS answers an
incoming call and ending when the call is
transferred to an available agent and rings at the
agent’s voice terminal. CMS hold time often
includes delay messages.
A call on a CMS line that is answered by an
agent, serviced, and disconnected.
See Shift Configuration.
One of two optional settings for a MERLIN II
system with pooled lines that determine how
users access line pools. With Dial Access, users
press a Pool Access button, then dial a code to
access a particular line pool. The alternative
arrangement is Button Access to Line Pools.
The process of making changes to the CMS
configuration currently being used to manage
calls.
CMS Terms G-3