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Refused Call
A call that rings at an available agent’s position, is
not answered within the transfer return interval,
and then returns to CMS. When a call is refused,
the agent’s position is automatically put into the
logged out state.
Ringing
Ringing
Options
Two types of ringing are important to CMS: initial
ringing occurs during the answer delay, from the
time the line is seized by an incoming call until
CMS answers the call; transfer ringing occurs at a
voice terminal, from the time CMS transfers the
call to an available agent until the agent lifts the
handset.
You can determine whether incoming calls ring
immediately at a voice terminal or do not ring at
all. You choose ringing options for line buttons
and for Cover buttons for the Transfer-to-Split and
All-Ring operation features on an agent’s voice
terminal. The ringing options are:
● No Ring: All CMS line on an agent’s terminal
should be programmed for No Ring to prevent
all the CMS stations from ringing each time a
new call enters the system. Instead, the PC
provides the ring for each new call, answers it,
and transfers it to the agent’s voice terminal,
which will ring.
Lines or line pools used
primarily for placing outgoing calls should be
programmed for No Ring.
● Immediate Ring: Cover buttons for the
Transfer-to-Split or All-Ring operation feature
should be programmed for Immediate Ring.
● Other: Private lines or lines not assigned to
CMS can be programmed as needed.
Secondary Split
The agent split assigned to answer calls on a
particular line group if the agents in the main split
are overloaded. After a preset number of seconds,
calls that haven’t been answered are intraflowed
(routed automatically) to available agents in the
secondary split.
Service Level The percentage of calls that go from initial ringing
to answered within a specified length of time
called the service level limit.
Service Level A performance goal for answering incoming calls,
Limit
expressed in terms of the number of seconds it
should take for an incoming call to be answered
by an agent.
Serviced Call A CMS call that has been connected to an agent
for longer than the abandoned call threshold.
G-6 CMS Terms