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 | 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. |
Ringing
Options
Secondary Split
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
●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
●Other: Private lines or lines not assigned to CMS can be programmed as needed.
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 Limit
A performance goal for answering incoming calls, 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. |
