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Jack, Control
Unit
Line Group
Logged Out
State
Main Split
Manual
Signaling
Night Service
Other Calls
Pooled System
One of several numbered receptacles on the
MERLIN II system control unit into which
connections for telephone lines and voice
terminals are plugged.
A group of interchangeable telephone lines on
which CMS calls can be answered by the same
team of agents.
A state in which the agent receives no CMS calls
and is not counted as logged in for reporting
purposes. The CMS may be configured so that
agents are placed in this state when CMS is
started, when a new shift configuration is
selected, when an agent is moved or added to a
configuration, or when an agent has remained in
the after-call-work state for longer than a specified
exception threshold.
The agent split with primary responsibility for
answering calls that come in on a particular line
group.
A programmable MERLIN II system feature that
allows a user to signal a co-worker audibly by
pressing a button on his or her voice terminal.
A mode of CMS in which the system answers
calls, connects them to a voice announcement
unit, and then disconnects the calls when the
message is over.
Calls not associated with ACD, such as outgoing
calls, other than ACD incoming calls, intercom
calls, and calls transferred to an agent by another
person.
An arrangement of the MERLIN II system in
which interchangeable lines are grouped together
to form line pools.
With Button Access, the user
presses the voice terminal button assigned to a
particular line pool to access that pool. With Dial
Access, the user presses a Pool Access button,
then dials the code assigned to the particular line
pool.
Position, Agent See Agent Position.
Priority Line A line that has a special status in CMS. Incoming
calls on a priority line are answered before older
calls on nonpriority lines.
CMS Terms G-5