AT&T Call Management System Guia do Utilizador

AT&TAT&T SYSTEM 25CALL MANAGEMENT SYSTEMSYSTEM MANUAL

Section 2: Understanding CMS

[F3] Agent Logout (Agent Logout ACW)gentIf you turn on this exception, CMS automatically logs out an agent who hasbeen in the ACW state as long or lon

Selecting Split ExceptionsSplit exceptions alert you to unusual or undesirable situations affecting awhole split. For example, you can be notified whe

[F1] Abandon Calls (Number of Abandoned Calls)When a caller hangs up before speaking to an agent, or an agent is connectedto a caller for less than th

[F3] Oldest Call (Oldest Call Waiting)The oldest call is the call that has been waiting the longest in a split’s queue.If you turn on this exception,

Selecting Line Group ExceptionsLine group exceptions alert you to unusual or undesirable situations affectinglines or line groups. For instance, the A

[F1] Lines Busy (All Lines Busy)The All Lines Busy exception refers to the number of seconds all lines in aline group (or all lines in a sub-group of

[F3] HoldTime Minimum (Minimum Line Holding Time)The line holding time refers to the length of time a line has been in use for asingle call. If you tu

Printing System 25 Administration InstructionsSystem 25 must be administered to support CMS operation. In order forCMS to function properly, System 25

You can also access the screen at any time by pressing [F7] (labeled “ S25Admn Instrctn” ) from the Administration Menu screen. With this screen youca

WARNINGIf you selected this option because you madechanges, CMS will not work correctly until System 25is administered to reflect these changes. In th

OverviewThe Call Management System for System 25 is a powerful tool for managingyour incoming calls.With CMS, you can handle calls efficiently, distri

WARNINGCMS will not work correctly until the System 25administration is complete. In the meantime, followthe instructions for “Managing Calls When CMS

Backing Up Shift ConfigurationsBy routinely making a backup copy (on a diskette) of your shift configurationsand system tables files, you will have a

9 To return to the cms directory on disk drive C, do the following. At theA> prompt typec:then press [Enter].At the C> prompt typecd . .then pre

Section 5: Supervising CMS

Overview“Supervising CMS” means starting and monitoring call management, makingchanges in the configuration being used to manage calls, and operating

FIGURE 5-1 Menu Map for Call Management.5-2 Overview

Startup ProceduresTo start CMS call management, follow these steps:1 Turn on your PC.If your PC automatically starts the CMS program, the CMS Menu, sh

2 Press [F1] (labeled “Start Call Mgt”) to begin call management.3 If you have previously selected a particular shift configuration to beginautomatica

5 The following Initialization screen appears.INITIALIZATIONDAY CMS1.0 6:10p 04/20INITIALIZATION IN PROGRESS6 CMS performs a series of checks. If the

7 After successful system checks, the following screen appears and callmanagement begins.INITIALIZATIONDAY CMS1.0 6:10p 04/20INITIALIZATION COMPLETEDC

Key Terms and ConceptsThe terms listed below appear frequently in this manual and other CMSdocuments. The paragraphs that follow the list offer explan

[F8] Exit Call Mgt (Exit Call Management)Press this function key to stop call management. You are prompted toconfirm your request. Your CMS stops answ

Making Agents Available for CMS CallsSince it is important that CMS knows when an agent is available for CMScalls, agents must understand how to indic

Available StateWhen call management begins, all agents are automatically placed in theLogged Out state. Tell your agents when CMS call management has

Monitoring Call ManagementOnce you begin call management (as described earlier in “StartupProcedures“), you can monitor line group and split activity

STATUS SCREEN TERMSThe System Status, Split Status, and Line Status screens provide continuouslyupdated data to help you monitor your CMS. The followi

Using the System Status ScreenThe System Status screen, an example of which is shown below, summarizesthe activity in each line group and agent split.

You can access the screen used to change the system from Day Service modeto Night Service mode by pressing [F1] (labeled “Set Opt/Chg Mode”) on theSys

[F6] Split StatusPress this function key to view a Split Status screen for a particular split. Youare prompted for the split number. The Split Status

Key to System Status Screen DataLINE GROUPINFORMATIONThe numbers in the following list correspond to the circled numbers providedin the above screen.1

ANNOUNCEMENT UNIT7 Announce-STATUSment UnitStatusSPLIT INFORMATION8 Split9 Agents ACD10 AgentsAvail11 AgentsACW12 Agents OutNumber, ID, and status of

In a shift configuration, some agent splits are main splits and others aresecondary splits. A main split has primary responsibility for answering call

13 AgentsDuring Day Service, the number of agents in theOthrAvailable or ACW state that are currently activeon non-ACD calls such as outgoing calls, n

20 CallsHandledNum21 CallsHandledAvg Talk22 CallsHandledASA23 ServiceLevlThe total number of ACD calls serviced by a split.This includes completed cal

Using the Split Status ScreensWith the Split Status screens, you can get a detailed picture of the activities ofeach agent-in each split. You can also

To log in or log out an agent or view the next or previous page of a list ofagents, press the corresponding function key:[F1] Log In AgentPress this f

To select another screen from the Split Status screen, press the correspondingfunction key:[F4] Events LogPress this function key to select the Events

Key to Split Status Screen DataAGENT STATUSThe numbers in the following list correspond to the numbers circled in thesample screen above.The statistic

3 Status4 Line5 ACD CallsNum6 ACD CallsAvgTlk7 ACD CallsAvgACWThe agent’s current status. During CMS DayService an agent’s status can be as follows:Av

8 Calls Rfusd The number of ACD (CMS) calls that rang at anagent’s station and were not answered by theagent before the Transfer Return Threshold wasr

SPLIT STATUSCALL FLOWINFORMATION19 OtherThe average talk time per non-ACD call.AvgTlkThe top right section of the screen summarizes calls waiting for

Using the Line Status ScreenThe Line Status screen, a sample of which is shown below, summarizes theactivity for each line in each line group. Pressin

Call management is the automatic distribution of calls that come in on CMSlines. CMS provides two modes of call management, Day Service and NightServi

To change a line’s priority or select another screen, press the correspondingfunction key:[F1] Change PriorityPress this function key to display the p

Key to Line Status Screen DataLINE STATUSThe numbers in the following list correspond to the numbers circled in theabove screen. The statistics descri

5 StatusThe line status, which can be one of the following:Ring: A call ringing on the line, but CMS has notanswered it.Idle: The line is not in use.Q

SPLIT STATUSThe top right section of the screen summarizes calls waiting for all splits.11 SplitThe number and ID of the split.12 WaitingThe number of

Using the Events Log ScreenThe Events Log screen displays the last 19 exception, warning, and systemerror messages with the time and date they occurre

[F6] Split StatusPress this function key to view the Split Status screen for a particular split.(You are prompted for the split number.) The Split Sta

Supervising Your AgentsAs the CMS Supervisor, you may find the CMS Service Monitoring andAssist features useful in supervising your CMS agents. These

Dynamic ReconfigurationOnce you activate a shift configuration (as described earlier in “StartupProcedures”), you can modify it through dynamic reconf

From the Configuration screen you can perform the types of reconfigurationdescribed below or select other screens.detail later in this section.••••Rec

Reconfiguring SplitsPressing [F1] (labeled “Splits”) from the Configuration screen selects theConfigure Splits screen, shown below. It looks the same

Optional CMS FeaturesAs you plan your CMS, you may want to consider the following optionalfeatures for CMS operation:•••The Assist and Transfer-into-Q

[F2] Remove AgentPress this function key to remove an agent from the active configuration.(The agent entry remains on the Agent Directory screen.)Prom

[F4] Replace AgentPress this function key to substitute agents at a particular agent station. Thisis equivalent to removing one agent and adding anoth

[F6] Change Split IDPress this function key to assign, change, or delete a split ID. Each split IDmust be unique.However, a split and a line group can

Reconfiguring Answer Delay or Force DelayANSWER DELAYFORCE DELAYYou can change the current setting for the Answer Delay or Force Delayoption at any ti

CONFIGURE DELAYDAY CMS1.0 3:31p 04/18AGENT SPLITSANSWER/FORCE DELAY|--Agent--||--Agent--|NumLinesAnswerDelayForceDelaySplitPDCIDSplitPDCIDGroup1 PUBLC

Reconfiguring Call FlowIf you experience unexpected changes in call traffic, you may need toreconfigure call flow assignments in the active configurat

3 Enter a secondary split number (1 through 6), or enter ahyphen (-) if you do not want to assign a secondary split.Leave the field blank if you do no

Using the Configuration ListThe Configuration List screen, shown below, is very similar during callmanagement and administration.CONFIGURATION LISTDAY

To use the Configuration List, press the function key for the activity you wantto perform:[F1] Select Config (Select Configuration)Press this function

Prompt:SAVE CONFIGURATION: in Config #: ___Action:1 Press [F8] (labeled “Enter Data”) to save the editedconfiguration under the same configuration nam

The CMS Transfer-into-Queue feature can be used by CMS agents and otherSystem 25 users; for example, the System 25 Attendant can use this feature totr

Prompt:CHOOSE STARTUP CONFIGURATION: Config # (1-6 or ‘-’ for none): ___Action:1 Enter the configuration number of the startup configuration, orenter

Quick Reference Guide to Dynamic ReconfigurationThis guide shows what screens to select if you want to activate a differentconfiguration or make chang

Selecting Day or Night ServiceCMS provides two modes of call management: Day Service and NightService. During Day Service, one of your shift configura

CHANGING TO NIGHTTo change from Day Service to Night Service:SERVICEPrompt:SERVICE MODE: Change to NIGHT Service? (Y/N):___Action:1 Type y to change t

CHANGING TO DAYSERVICETo change from Night Service to Day Service:Prompt:SERVICE MODE: Change to DAY Service? (Y/N): ___Action:1 Type y to change to D

CMS OPERATION DURING You can access all your status screens while CMS is in the Night ServiceNIGHT SERVICEmode. If you start Night Service during a

Day-to-Day Operation of CMSYour day-to-day interaction with CMS primarily involves monitoring systemstatus during call management and using dynamic re

Section 6: Handling CMS Calls

OverviewWhen a call comes into CMS during Day Service, the system looks for anavailable agent in the main split assigned to the line group for the cal

The Agent’s Voice TerminalThis section describes the voice terminals and the features that enable CMSagents to handle ACD (CMS) calls efficiently. The

FIGURE 2-1 Hardware Connections for the Transfer-into-Queue Feature.LEGEND:ZTN77 - C.O. Line Loop Start Trunk Circuit PackB - 3 to 1 Splitter Connect

All agent voice terminals will require buttons with lights for the followingfeatures:• System Access buttons. Each agent voice terminal must have at l

FIGURE 6-1 Typical Button Assignments on a CMS Agent Voice Terminal.1 The volume control adjusts speaker and ringer6 An Assist (MSG WAIT) button is us

Using the Agent Voice Terminal for CMSYour CMS agents can announce their availability or unavailability for CMScalls, place and answer both inside and

To enter the Logged Out state, the agent should do the following:• Press [LOGGED OUT].(The light next to the Logged Out button turns on, and the light

USING THE ASSISTAt times an agent may want to signal you that assistance is needed. To doBUTTONso, the agent can press the Assist button. (This will n

Transferring Calls to a Specific Person on System 25To transfer a call to a specific person on System 25, the agent must do thefollowing:1 Press [TRAN

DGC GROUPSDirect Group Calling (DGC) groups may be set up to provide an alternatemeans of call distribution when CMS is not able to distribute calls.

The CMS Supervisor’s Voice TerminalAs the CMS Supervisor, you are required to have one 34-button deluxe voiceterminal. On your voice terminal you may

USING THE ASSISTFEATURE4 Press [SPEAKER] to join the call.You will not be able to speak to either person unless you lift yourhandset. If you listen to

Section 7: Generating CMS Reports

CONTINGENCYHardware RequirementNone.CMS Administration Requirements None.System 25 Administration RequirementsAdminister Personal Line buttons on your

OverviewIn addition to real-time status screens, CMS provides a wealth ofManagement Information System (MIS) data through historical reports.They can

WARNINGSeveral types of changes that you can make could affect the historicaldata for a line group, agent, or split. These changes include:• Adding or

Types of CMS ReportsThe CMS reports are described individually in this order:• Agent Split Summary• Split Report• Line Group Report• Sub-Group Report•

How to Generate ReportsYou can select and print MIS reports whenever you are not administeringCMS and are not using CMS to manage calls. (If you need

3 Press the function key for the type of report(s) you want to print.– [F1] Print Agent Split Summary for all splits active.– [F2] Print Split Report

Agent Split SummaryDAILY AGENT SPLITSUMMARY REPORTPress [F1] (labeled “Agent Summary”) on the Print Reports Menu screen toreach the Print Agent Summar

To print the Daily Agent Split Summary Report:1 Press [F1] (labeled “Daily Report”) on the Print Agent Summary screen.The following prompt appears:PRI

To print the Cumulative Agent Split Summary Report:123Press [F2] (labeled “Cumltive Report”) on the Print Agent Summaryscreen.The following prompt app

Key to Agent Split Summary DataThe numbers in the following list correspond to the circled numbers in thesample Agent Split Summary screen above.NOTE:

OTHER CALLSADDITIONAL DATA4 Avg AfterCall5 Avg WorkTime6 Num OtherCalls7 Avg TalkOther8 % ACDTime9 Total TimeStaffed10 Split XTotalsThe average amount

IMPORTANT: The administration of fictitious System 25 voice terminalports causes the following message to be entered as a PermanentSystem Alarm and

Split ReportPress [F2] (labeled “Split Report”) on the Print Reports Menu screen to reachthe following Print Split Report screen.PRINT SPLIT REPORTREP

The following is a sample Daily Split Report.TimeDAILY SPLIT REPORTSPLIT 1: PUBLCDate: 04/20/88❘ ----------ACD CALLS--------- ❘ ❘ -OTHER CALLS- ❘ Av

To print the Cumulative Split Report:1 Press the function key that corresponds to the desired cumulative report,either [F2] (labeled “Cumltive Day Rep

Key to Daily Split Report DataTIMEACD CALLSThe numbers in the following list correspond to the numbers circled in thesample Daily Split Report above.1

OTHER CALLS3 Num CallsAband4 Num ACDCalls5 Flow In6 Flow Out7 Avg TalkTime8 Avg AfterCall9 Num OtherCalls10 Avg TalkOtherThe number of ACD calls which

ADDITIONAL DATA11 Avg Num The average number of agent stations (to thePosnearest “tenth of an agent”) staffed during a givenhour. The average is deter

Line Group ReportDAILY LINE GROUPREPORTPress [F3] (labeled “Line Grp Report”) on the Print Reports Menu screen toselect the Print Line Group Report sc

If you want to select a different date than the one shown in the prompt,enter the new date and press [F8] (labeled “Enter Data”).A sample Daily Line G

One of the following prompts appears:PRINT CUMULATIVE REPORT BY DAY: Starting: ___/___/___Ending: ___/___/___orPRINT CUMULATIVE REPORT BY HOUR: Starti

Key to Line Group Report DataTIMEACD CALLSThe numbers in the following list correspond with the circled numbers in theabove sample Line Group Report.1

©1988 AT&TAll Rights ReservedPrinted in USACall Management SystemSystem ManualPrepared by System 25Document Development Group and theTechnical Pub

A Typical CMS ApplicationIn this part of the manual you’ll learn about a fictitious travel agency, BonVoyage Travel, which uses CMS to manage the reve

OTHER CALLS5 Num CallsHandled6 Avg HoldTime7 Total HoldTime8 Num OtherCalls9 Avg HoldTime10 Total HoldTimeThe number of completed ACD calls (including

ADDITIONAL DATA11 % All LinesThe percentage of time in a given hour that allBusy lines (both CMS and transfer-queue lines) in theline group were simul

Sub-Group ReportPress [F4] (labeled “Sub-Grp Report”) on the Print Reports Menu screen toselect the Print Sub-Group Report screen, shown below.PRINT S

To print the Daily Sub-Group Report:1 Press [F1] (labeled “Daily Report”) on the Print Sub-Group Report screen.The following prompt appears:PRINT DAIL

To print the Cumulative Sub-Group Report:1 Press the function key that corresponds to the desired cumulative report,either [F2] (labeled “Cumltive Day

Key to Daily Sub-Group Report DataTIMEACD CALLSThe numbers in the following list correspond with the circled numbers in thesample Daily Sub-Group Repo

OTHER CALLS5 Num CallsThe number of completed ACD calls (includingHandled intraflowed calls) to the line sub-group while theCMS was in Day Service mod

ADDITIONAL DATA11 % All LinesThe percentage of time in a given hour that allBusyCMS and transfer-queue lines in the line sub-group were simultaneously

Print All ReportsPress [F5] (labeled “All”) on the Print Reports Menu screen to print all fourtypes of reports.A sample Print All Report screen appear

ALL CUMULATIVEIf you want to print all four types of cumulative reports, follow thisREPORTSprocedure:1 Press the function key that corresponds to the

• The Public line group has nine lines, eight Central Office (CO) trunks andone transfer-queue line.There are four local lines with the publishednum

Events Log ReportThe Events Log Report lists the 200 most recent exceptions and systemmessages, along with the date and time they occurred. Depending

Section 8: Archiving Data

OverviewArchiving is the process of copying historical data from the hard disk ontofloppy diskettes.You need to archive data when the hard disk begins

Copying the System Tables FileTo copy the system tables file, do as follows:1 If you are in CMS, exit to MS-DOS by pressing [F8] (labeled Exit to DOS)

GENERATING HISTOR-ICAL REPORTSIf you have transferred old CMS data from the hard disk onto floppydiskettes, you may later want a report or a complete

Generating ReportsThe system tables file and data for the date(s) you’re interested in should nowbe in the correct locations on the hard disk. To gene

Section 9: Troubleshooting

OverviewThis section of the manual suggests corrective action for problems that mayoccur with your CMS. It is organized as follows:Startup ProblemsSug

Startup ProblemsThe following pages identify and suggest corrective action for problems thatmay occur when you start up CMS call management. The probl

• ERROR--NO Configurations Found. Must ADMINISTER System.Effect on Call Management: Until this problem is corrected, CMS cannot managecalls. See “Mana

Occasionally, customers who have previously made travel arrangementsthrough a holiday club will call one of the Charter line group’s numbers tomake pe

• ERROR--CUX Faulty or Disconnected. CMS Can’t Manage Calls(X refers to PC jack CU1 or PC jack CU2).Status Indicator: CU1 or CU2 (flashing)Audible Sig

• ERROR--CMS Card Not Found or Faulty. CMS Can’t Manage Calls.Effect on Call Management: Until this problem is corrected, CMS cannotmanage calls.See “

Warning MessagesProblems that generate warning messages on the Initialization screen do nothalt the CMS call management startup procedure. While these

• WARNING--EXCLUSION Not Working (PC CU1 Port’s Button #8).Effect on Call Management: Some CMS calls are disconnected before beingconnected to an agen

• WARNING--PERS LINE Not Working (CU1’s Button # NN for TrunkXXXXX) (where NN is the button number on CU1 and XXXXX is the LineID associated with the

• WARNING--DSS Not Working (CU1’s Button # NN for VAU XXXXXX,PDC ZZZZ) (where NN is the button number on PC jack CU1, XXXXXX isthe voice announcement

• WARNING--AGENT STATUS Not Working (CU2’S Button # NN for PDCZZZZ) (where NN is the button number on PC jack CU2 and ZZZZ is thePDC of the agent’s vo

• WARNING--One or More Line Groups Has No Lines.Effect on Call Management: Calls cannot come into a line group with no lines.Possible CauseCorrective

• WARNING--NO Agents Covering Line Group(s). Press CONFIGSCREEN.Effect on Call Management: If both the main and secondary splits assigned to aline gro

• WARNING--NO Main Split Assigned to One or More Line Groups.Effect on Call Management: Calls coming into a line group with no main splitassigned to i

Managing CMSSince System 25 must be administered to support CMS, the CMS Supervisorand the System 25 Administrator work together to ensure successful

• WARNING--Only x Day’s Space Left for Storing History Data.Status Indicator: LoStoragePossible Cause Corrective ActionThis message appears1 Exit to M

• WARNING--Out of Disk Space on Drive C:--No Storage of History Data.Status Indicator: NoStorageEffect on Data Collection:CMS continues to manage call

• WARNING--Printer Not Ready. Using Prt Sc Key Will Halt CMS.Status Indicator: Don’t PrtScEffect on Call Management: If you press [Shift] + [Print Scr

• WARNING-Annc #N, XXXXXXX, is Not Hanging Up. Check Unit. (Nrepresents the announcement unit number and XXXXXXX is theAnnouncement ID.)Status Indicat

Call Management ProblemsThe following pages identify and suggest corrective action for problems thatmay occur while CMS is managing calls. Scan the pa

• PROBLEM: The PC stops functioning, and call management stops, butno message appears on the screen.Audible Signal: The alarm on the CMS PC Interface

• ERROR--CU X Faulty or Disconnected. CMS Can’t Manage Calls(X refers to either PC jack CU1 or PC jack CU2).Status Indicator: CU1 or CU2 (flashing)Aud

• PROBLEM: CMS stops managing calls. No error message appears onthe screen, and the function keys don’t work.Effect on Call Management: No calls are p

Voice Announcement Unit ProblemsAfter correcting a voice announcement unit problem, bring the unit back intoservice as follows:1 From the System Statu

• WARNING--Annc #N, XXXXXXX,(PDC = YYYY) Not Responding. CheckUnit (where N represents the announcement unit number, XXXXXXX isthe Announcement ID, an

RESPONSIBILITIES OF System 25 and CMS must be administered identically with respect to trunkTHE SYSTEM 25numbers, port numbers, PDCs, and feature but

• WARNING--Annc #N, XXXXXXX, is Not Hanging Up. Check Unit.(N represents the announcement unit number and XXXXXXX is theAnnouncement ID.)Status Indica

• WARNING--Annc # N, XXXXXXX, Not Answering. Check Unit.(N represents the Announcement Number and XXXXXXX is theannouncement ID.)Status Indicator: ANN

Printer Problems• WARNING--Printer Not Ready. Using Prt Sc Key Will Halt CMS.Status Indicator: Don’t PrtScEffect on Call Management: If you press [Shi

• Printer Not Ready. (When Ready, Select a Labeled Function Key.)Possible CauseCorrective ActionThe printer is notMake sure that the printer is plugge

• REPORT ABORTED-Printer Not Ready.Possible CauseCorrective ActionThere’s no paper in the1 Make sure there’s paper in theprinter, or the paper isprint

Agent Problems• PROBLEM: An agent is not receiving any CMS calls.Possible CauseThe agent isn’t using theAvailable, ACW, or LoggedOut buttons correctly

• PROBLEM: Agents continue to receive CMS calls when their Availablelights are not lit.Possible CauseCorrective ActionThe agents are pressing theRemin

• PROBLEM: Agents sometimes find the light next to the Available buttonis off even though they did not turn it off.Possible Cause Corrective ActionCMS

• PROBLEM: The agent presses the Available, ACW, or Logged Outbutton, but can’t change the status of the associated light.Possible CauseCorrective Act

System ErrorsWHAT THEY MEANWHAT TO DOWhile CMS is managing calls, messages beginning with SYSERR may appearon the error line of a status screen and al

CMS ComponentsThis section lists the hardware required for and trunks compatible with CMS.HARDWARE COMPATABLEWITH CMS •••••••••••The following hardwar

Running CMS from a Floppy Diskette BackupIf the PC’s hard disk becomes damaged, you may still be able to manage callswith CMS by running the CMS progr

Managing Calls When CMS is Not RunningIf you need an alternate method of distributing calls to agents when CMS isnot ruining, use the System 25 Direct

ALTERNATIVE TOIf you have not set up a DGC contingency plan, you can still distribute yourCONTINGENCY PLANcalls manually, as follows:1 Unplug the cord

Section 10: Ongoing System Administration

OverviewOnce the System 25/CMS installer has installed and administered CMS andSystem 25, you can begin CMS operation. However, as the needs of yourbu

The Partial PrintThe page(s) of the Partial Print have the same format as those in the initialadministration instructions. However, the words “CMS PAR

The Partial Print 10-3

The voice terminal buttons that are labeled on a Partial Print Button Layoutpage reflect the button features that need to be added, changed, or delete

Adding Lines, Stations, or Voice Announcement UnitsCMS LINESCMS AGENT ANDSUPERVISOR STATIONSIn general, when adding lines, agent stations, supervisor

TRANSFER-QUEUE LINESTo add a transfer-queue line, obtain a trunk number and System 25 portassignment for the transfer-queue line’s Loop Start Trunk po

The following optional hardware can be used with CMS:● Up to four Model DACON-DA-5SL voice announcement units (stronglyrecommended). One 14-foot 2-pai

Changing Station, Line, PC Jack, or VAU InformationWhen making changes in PDCs or port numbers of CMS equipment orfacilities, obtain the completed Sys

Removing Lines, Stations, or Voice Announcement UnitsIf there are lines, stations or voice announcement units that are no longerneeded for CMS, update

Glossary

OverviewThis glossary defines key terms used to describe the setup and operation ofCMS. The list also includes System 25 terminology related to CMS.Fo

CMS and System 25 TermsAbandonedcallAbandoned vs.Incoming CallThresholdAutomatic CallDistributor(ACD)ACD CallACW ButtonACW (After-Call-Work)StateAdmin

Assist ButtonATLAvailableButtonAvailable StateCentral OfficeCMS HoldTimeCompleted CallConfiguration,ShiftDirect StationSelection (DSS)A button adminis

Direct GroupA System 25 feature that allows incoming calls toCalling (DGC)be directed to a specific group of voice terminals.The DGC Group Coverage fe

Initial SettingInternal CallIntraflowIntraflowThresholdLine GroupLogged OutButtonLogged OutStateMain SplitThe factory-set (default) value for a system

Night ServiceModeOther CallsPersonal DialCode (PDC)Personal LinePortPriority LineQueueRefused CallA mode of CMS operation in which the systemanswers c

RepertoryDialingRingingSecondary SplitService LevelService LevelLimitServiced CallServiceMonitoringShiftConfigurationSpeaker ButtonSplit, AgentStation

RECORDING MESSAGES The following steps describe how to record a message on your DACON voiceannouncement unit. Figure 2-3 shows you the front of the un

Status LEDSystem AccessButtonsSystemAdministratorSystem 25Tape SaveTransfer-into-QueueTransfer ReturnThresholdTranslationsTrunkVoiceAnnouncementUnit (

IndexAAbandoned Call Threshold, definition of, 4-48ACD. See Automatic Call DistributorACW Button, using, 6-5. See also After-Call-Work StateAdminister

CCall Flow, 5-30administering, 4-38 — 4-41Configure Call Flow screen, 5-42reconfiguring, 5-42 — 5-43Call Management, 2-2, 2-4Menu Map for, 5-2monitori

DDACON-DA-5SL Voice Announcement Unit, 2-16 — 2-17Daily Agent Split Summary Report, 7-6 — 7-7Daily Split Report, 7-11Dataediting, 3-13 — 3-14entering,

Key to Line Group Report Data, 7-20 — 7-22Key to Line Status Screen Data, 5-28 — 5-30call flow information, 5-30line group summary line, 5-29line stat

QSetting Options, 4-47 — 4-50Quick Reference Guide to Dynamic Reconfiguration,abandoned call threshold, 4-485-48. See also Dynamic Reconfigurationaudi

Support Split, 2-11, 4-29System Errors, 9-33System Manual, 1-2System Status Screen, using, 5-12 — 5-14key to screen data, 5-15 — 5-18System Tables Fil

To listen to the recorded announcement on either of the channels:12345Make sure the handset is plugged into the front panel jack.If you want to listen

Section 3: Your PC and CMS

ContentsSection 1: IntroductionHow to Use the CMS Documents1-1Section 2: Understanding CMSOverview2-1Key Terms and Concepts2-2Optional CMS Features2-5

OverviewCMS runs on the AT&T Personal Computer (PC). By working with the CMSmenus and screens, you can tailor CMS to suit your business needs. Thi

Duplicating the CMS DiskettesSince it is important to protect your original CMS floppy diskettes fromdamage or wear, a duplicate (working copy) of eac

4When you are ready, press any key.The in-use light on disk drive A comes on while the system is reading thesource diskette.56789WARNINGDo not remove

10Type n when prompted to copy another diskette.11When the C> prompt appears, remove the duplicate diskette, write“SYSTEM 25 CMS REPORT AND ADMIN W

Installing the CMS SoftwareCOPYING THE CMS SOFTWARE ONTO THE PC’S HARD DISK Installing the CMS software involves copying the contents of the workingco

456789After the contents of the “SYSTEM 25 CMS SYSTEM WORKING COPY”diskette have been copied onto the hard disk, the following messages aredisplayed:*

The CONFIG.SYS FileIn order for the CMS software to run properly, you must have aCONFIG.SYS file in the root (\) directory of the PC’s hard disk. This

The AUTOEXEC.BAT FileDuring the CMS installation process, an AUTOEXEC.BAT file containing thethree lines below was placed on your PC’s hard disk. If t

Setting the Time and DateSince the date and time are significant parts of your daily CMS statistics, it isimportant that your PC screen show the corre

Using Your PC with CMSSCREEN FORMATS 1345This section describes the format of CMS screens, the method of entering andediting data, and how to access h

Section 6: Handling CMS CallsOverview6-1The Agent’s Voice Terminal 6-2The CMS Supervisor’s Voice Terminal6-10Section 7: Generating CMS ReportsOverview

2345d CMS Release number (for example, CMS1.0)e Time and date The Information area contains menus or status information.The Error line offers four typ

Entering and Editing DataEntering and editing data is easy. You enter data by pressing function keysand responding to the prompt that appears on the p

MOVING THE CURSORMany CMS prompts contain several empty fields, as in the followingexample:ADD AGENT: Last name:First: ID:When a prompt appears, the c

EDITING DATA VALIDATING DATA USING THE HELP SCREENSTo●To●To●To●IMPORTANT: To cancel any prompt, press [F1] (labeled “CancelPrompt”) or [Delete].Any d

Section 4: Administering CMS

OverviewAdministration enables you to tailor CMS for your business. The startingpoint for administration is the Administration Menu, shown below. You

● Setting OptionsTailor CMS to your business needs by defining your Service Level Limit,Abandoned vs. Incoming Call Threshold, and Transfer Return Thr

The map of the CMS Administration screens in Figure 4-1 illustrates theinterrelationships of the screens used for CMS administration.FIGURE 4-1 Menu M

Getting StartedSTARTING CMSADMINISTRATIONThese procedures describe turning on the PC and selecting an administrationactivity from the Administration M

2 Press [F4] (labeled “Admin CMS”) to begin administering CMS.The Administration Menu screen, shown below, appears.ADMINISTRATION MENUADMIN CMS1.O 9:3

Section 1: Introduction

Administering StationsAdministering stations with the CMS PC involves:• Entering the System 25 PDC, port number, and voice terminal type foreach age

This section describes the following activities which you can perform from theAdminister Stations screen:●●●●●Adding an Agent StationAdd an agent stat

308= 22-Button BIS (with headset)308= 34-Button BIS (with headset)308 = 34-Button BIS, Deluxe (with headset)308= 34-Button BIS with Display (with head

[F5] Admin Supervsr (Administer Supervisor Station)Press this function key to display the prompt that allows you to add asupervisor station to CMS or

Administering CMS Lines and Line GroupsYour CMS supports up to 28 lines, including both CMS and transfer-queuelines. (Refer to the next section,“Admin

ADMINISTER LINETo administer lines and groups:GROUPS SCREEN●●●-.Keep your CMS Line Groups Planning Form handy. It includesinformation about each of yo

4 Enter a unique line ID of up to five letters or numbers to helpyou identify the line. You may want to use the last four digitsof the telephone numbe

[F4] Chg CMS LineInfo (Change CMS Line Information)Press this function key to display the prompts that allow you to:● Add, delete, or change a CMS lin

[F5] Assgn/Chg Group ID (Assign/Change Group ID)Press this function key to display the prompt that allows you to assign orchange a line group’s ID. ID

Administering Transfer-Queue LinesEach line group can have up to three transfer-queue lines assigned to it. Eachtransfer-queue line is automatically a

How to Use the CMS DocumentsThe Call Management System (CMS) is the Automatic Call Distributor (ACD)for System 25. The CMS component of System 25 answ

ADMINISTER QUEUEDTo administer transfer-queue lines:TRANSFER SCREEN● Keep the Transfer-into-Queue Planning Form handy.● Press the function key for the

[F2] Remove Que Line (Remove Transfer-Queue Line)Press this function key to display the prompts that allow you to removea transfer-queue line. The inf

Prompt:CHG INFO: ID:SbGrp: Tk Prt#:Trk#: PDC: SL Prt#: Action:You must enter the ID; the other fields are optional. Enterinformation only in the

Administering AnnouncementsYour CMS supports up to four voice announcement units for providing delaymessages to callers.The voice announcement units a

If you make any changes listed in the above Note and attempt to exit CMSadministration, you are prompted to print the System 25 administrationinstruct

[F3] Change Annc (Change Announcement Information)Press this function key to display the prompt that allows you to update orcorrect the ID, System 25

Assigning AnnouncementsCertain information about the daily use of voice announcement units isadministered from the Assign Announcement screen. To reac

A box appears around the data for the voice announcement unit youselected, and the screen title changes to Assign Announcement, and thefunction keys a

[F2] Chg Max Msg Len (Change Maximum Message Length)The CMS software uses the maximum message length field to determine ifeach voice announcement unit

An X in the line group column for anunit is assigned to that line group. Aassigned to that line group.announcement unit indicates that thehyphen (-) i

CMS SYSTEM MANUALThis is the manual you are reading now. It contains information on every(555-532-110)aspect of CMS operation and administration, from

Creating an Agent DirectoryThe Agent Directory screen contains a "master list" of CMS agents. It lists allCMS agents alphabetically by last

Prompt:ADD AGENT: Last Name:First:ID:Action:1 Enter the agent’s last name, up to 12 letters, numbers, orspecial characters (such as *or #), with no sp

Action:1 Enter the agent ID as it appears on the screen.2 Enter the new last name, or leave the field blank if you don’twant to change it.3 Enter the

Building or Editing Shift ConfigurationsA shift configuration is an arrangement of line groups and agent splits formanaging calls. Before CMS can begi

Administering shift configurations begins with the Configuration List screenshown below. Pressing [F4] (labeled “Config List” ) from the Administratio

Building or Editing a Shift ConfigurationThis section describes how to build a new shift configuration or change(edit) an existing one. Your CMS canno

CONFIGURATIONADMIN CMS1.0 3:20p 04/18AGENT SPLITSANSWER/FORCE DELAY|--Agent--||--Agent--|Num Answer ForceSplitPDCIDSplitPDCIDGroupLinesDelayDelay1 PUB

The following Configuration screen illustrates a new configuration that hasyet to be built.The items in the following list correspond to the circled l

– Administering Call FlowAssign splits to cover line groups, turn intraflow on or off, or setIntraflow Thresholds for splits.– Clearing a Configuratio

To configure splits, press the function key for the activity you want toperform:[F1] Add AgentPress this function key to display the prompt that allow

Administering CMSThis section tells you how to use your PC to administer CMS. This includesidentifying stations, identifying agents, identifying CMS

Action:1 Enter the ID for the agent you want to move.2 Enter the agent’s new PDC or leave this field blank if youwant the agent to stay at the same st

Prompt:CHANGE SPLIT ID: Split # (l-6):_ New Split ID:Action:1 Enter the split number (1 through 6).2 Enter the new split ID (up to 5 letters or number

Administering Answer Delay and Force DelayPressing [F2] (labeled “Ans/Forc Delay”) from the Configuration screendisplays the Configure Delay screen, s

CONFIGURE DELAYSCREENConsider these factors when choosing an Answer Delay value for a linegroup:● If you have toll lines (such as 800 lines), you begi

Administering Call FlowAdministering call flow includes the following tasks:● Assigning a main split and a secondary split (optional) for each line gr

CONFIGURE CALL FLOWADMIN CMS1.0 3:32p 04/18AGENT SPLITS ANSWER/FORCE DELAY|--Agent--||--Agent--|NumLinesAnswerDelayForceDelaySplitPDCIDSplitPDCIDGroup

– There is an available agent in the secondary split.CALL FLOW SCREEN– The oldest call in the secondary split’s queue has not waited longerthan the In

[F3] Set Thresh (Set Intraflow Threshold)Press this function key to display the prompt that allows you to set theIntraflow Threshold for a split. This

Clearing a ConfigurationPressing [F5] (labeled "Clear Config") on the Configuration screen displaysthe prompt that allows you to clear the

Saving an Edited (Changed) ConfigurationWhen you build a new shift configuration or make changes in an existingone, the word (edited) appears on the C

Documentation ConventionsSeveral special symbols and typefaces appear in this manual.For instance, keys that appear on your keyboard are shown like th

Renaming a Shift ConfigurationTo name or rename a configuration, press [F3] (labeled “Rename Config” ) onthe Configuration List screen.Configuration n

Setting OptionsSERVICE LEVEL LIMITAfter you have used CMS for a few days, you should have enoughinformation to set several system options. Initial set

ABANDONED CALLTHRESHOLDThe Service Level Limit you choose depends on your particular type ofbusiness. The Service Level Limit is measured from the tim

CMS-PORT PERSONALLINE BUTTON VERIFYSETTING OPTIONS● If no other agents are available when the Transfer Return Threshold isreached and the caller has a

[F3] Alarm On/Off (Audible Alarm On/Off)You can choose to have your PC beep every time an exception message,system message, or error message appears.

Selecting ExceptionsAn exception message indicates that a particular performance threshold hasbeen reached or exceeded and an unusual or undesirable s

Instructions for Selecting ExceptionsADMINISTERINGEXCEPTIONSPressing [F6] (labeled “Select Exceptns”) on the Administration Menu screenselects the fol

345678Type on in the ON/OFF field of the prompt to turn the exception on, ortype off to turn the exception off.Enter thresholds for splits or line gro

Selecting Agent ExceptionsAgent exceptions allow you to monitor the activity of individual agents. Youcan use these exceptions to indicate reasonable

[F1] Talk TimeTalk Time is the number of seconds an agent is connected to a call. If youturn on this exception, CMS notifies you when an agent’s Talk