ATT System 25 Call Management System Manual

Removing Lines, Stations, or Voice Announcement Units
If there are lines, stations or voice announcement units that are no longer
needed for CMS, update the CMS Planning Forms with this information and
administer those changes on the appropriate CMS screens. Then generate a
Partial Print of System 25 administration instructions and give it to the
System 25 Administrator for administration.
AGENT STATIONSIf there is an agent station that is no longer needed for CMS, update the
Station Assignments Planning...

Glossary 

Overview
This glossary defines key terms used to describe the setup and operation of
CMS. The list also includes System 25 terminology related to CMS.
For an explanation of the various statistics presented in the System Status,
Split Status, and Line Status screens, see Section 5, “Supervising CMS.” The
terms used to identify the information contained in the CMS reports are
explained in Section 7, “Generating Reports.”
Overview G-1 

CMS and System 25 Terms
Abandoned
call
Abandoned vs.
Incoming Call
Threshold
Automatic Call
Distributor
(ACD)
ACD Call
ACW Button
ACW (After-
Call-Work)
State
Administer
Agent Split
Agent Station
Answer Delay
A call that came into CMS and was either
disconnected by the caller before being serviced by
an agent, or was connected, but the talk time was
less than the Abandoned vs. Incoming Call
Threshold.
The minimum number of seconds an agent must
be connected to a call for it to be considered a
serviced...

Assist Button
ATL
Available
Button
Available State
Central Office
CMS Hold
Time
Completed Call
Configuration,
Shift
Direct Station
Selection (DSS)A button administered on an agent’s voice
terminal that, when pressed, turns on the light
beside a corresponding button on the CMS
Supervisor’s voice terminal. This optional feature
enables an agent on an ACD call to signal the
supervisor for help without interrupting the call.
The System 25 Station-to-Station Message Waiting
feature is used to implement this...

Direct Group
A System 25 feature that allows incoming calls to
Calling (DGC)
be directed to a specific group of voice terminals.
The DGC Group Coverage feature, if
administered, can be used to manage CMS calls
when CMS call management is not running.
DynamicThe process of making changes to the CMS
Reconfiguration
configuration currently being used to manage
calls.
ExceptionAn indication that a particular performance
threshold for an agent, split, or line group has
been reached or exceeded and an unusual...

Initial Setting
Internal Call
Intraflow
Intraflow
Threshold
Line Group
Logged Out
Button
Logged Out
State
Main SplitThe factory-set (default) value for a system option
which allows CMS to operate immediately after
installation. The CMS Supervisor may later fine
tune system performance by replacing some initial
settings with values more appropriate to the needs
of the business.
A connection between two System 25 users.
The automatic transfer of a call waiting in the
main split’s queue to an agent in the...

Night Service
Mode
Other Calls
Personal Dial
Code (PDC)
Personal Line
Port
Priority Line
Queue
Refused Call
A mode of CMS operation in which the system
answers calls, connects them to a voice
announcement unit, and then disconnects the calls
when the message is over.
Non-ACD calls, such as outgoing calls, non-ACD
incoming calls, internal calls, and calls transferred
to an agent by another person (except Transfer-
into-Queue calls).
A number with up to four digits assigned to each
System 25 ATL port or...

Repertory
Dialing
Ringing
Secondary Split
Service Level
Service Level
Limit
Serviced Call
Service
Monitoring
Shift
Configuration
Speaker Button
Split, Agent
Station-to-
Station
Message
Waiting
A feature that allows multiline voice terminal
users to store a frequently dialed number in
System 25’s memory and associate that number
with a particular Rep Dial button. The user can 
then dial the stored number by pressing the Rep
Dial button.
Two types of ringing are of importance to CMS:
initial ringing occurs...

Status LED
System Access
Buttons
System
Administrator
System 25
Tape Save
Transfer-into-
Queue
Transfer Return
Threshold
Translations
Trunk
Voice
Announcement
Unit (VAU)
The green light on a voice terminal that shows the
status of a call appearance or a feature button by
the state of the light (on, off, flashing, winking, or
broken flutter).
System 25 users can place and receive internal and
external calls using System Access buttons. All
ACD calls appear on agent System Access
buttons.
A person...