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Shift
An arrangement of CMS line groups and agent
Configuration
splits that, when activated, determines how CMS
calls are routed to agents. CMS allows you to
define as many as six different shift
Configurations.
Split, Agent
See Agent Split.
Supervisory
A feature that allows a supervisor to change an
Login/Logout
agent’s work status (Available/ACW/Logged out)
from the CMS PC via the Split Status screen. This
can be done at any time during call management.
It takes effect immediately, unless an agent is on
an ACD call. When the call is complete, the new
status goes into effect.
Transfer-to-
Split
A feature that allows an agent to transfer calls to
another split by pressing a button on his or her
voice terminal. All voice terminals in the other
split will ring. Agents in the other split pick up
the call using the MERLIN II system Cover button
feature.
Transfer Return
The number of times a transferred call rings before
Interval
returning to the voice terminal from which it was
transferred.
CMS Terms G-7