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Generating Reports
The system tables file and data for the date(s) you’re interested in should now
be in the correct locations on the hard disk. To generate the reports you
want, follow the instructions in “Generating CMS Reports” in Section 7.
RESTORING DATA
COLLECTION
CONDITIONS
Now that you have the historical reports, you must restore the hard disk to
its previous condition. Otherwise, CMS cannot effectively store new data
when it resumes managing calls. To do this, erase the historical data from
the hard disk-data remains saved on the floppy diskette-and restore the
current system tables file to the proper file.
Erasing the Historical Data from the Hard Disk
To erase the historical data from the hard disk, do the following:
1
If you are in CMS, exit to MS-DOS by pressing
[F8]
(labeled Exit to DOS)
on the CMS Menu.
2 To access the cmsrept directory, type
cd \ cms \ cmsrept
then press
[Enter].
3 To erase a data file, type
erase c:dyymmdd.cms
where yymmdd is the date of the data file to be erased. Then press
[Enter].
Restoring the Current System Tables File
To restore the current system tables file to its appropriate place in the cms
directory, do the following:
1 To access the cmsmgmt directory, type
cd \ cms \ cmsmgmt
and then press
[Enter].
2 To restore the system tables file, type
copy temp systbls.cms
and press
[Enter].
You should now have the historical reports you wanted, and CMS should be
ready to store new data.
8-4
Overview
- AT&T 1
- Contents 3
- Section 1: Introduction 5
- How to Use the CMS Documents 6
- What’s in This Manual 7
- Documentation Conventions 9
- Section 2: Understanding CMS 10
- Overview 11
- Key Terms and Concepts 12
- Optional CMS Features 15
- A Typical CMS Application 20
- Managing CMS 23
- CMS Components 25
- Section 3: Your PC and CMS 29
- Duplicating the CMS Diskettes 31
- Installing the CMS Software 34
- The CONFIG.SYS File 36
- The AUTOEXEC.BAT File 37
- Setting the Time and Date 38
- Using Your PC with CMS 39
- F10 - Help 40
- Entering and Editing Data 41
- ADD AGENT: Last name: 42
- First: ID: 42
- Section 4: Administering CMS 44
- ● Setting Options 46
- Getting Started 48
- Administering Stations 50
- ADD AGENT STATION: PDC: 51
- Port #: 60
- Trunk#: 60
- ADD SINGLE-LINE PORT: PDC: 60
- MOVE TRANSFER QUEUE LINE: ID: 61
- CHG INFO: ID: 62
- SbGrp: 62
- Tk Prt#: 62
- Trk#: PDC: 62
- SL Prt#: 62
- Administering Announcements 63
- Assigning Announcements 66
- Creating an Agent Directory 70
- Force Delay (ON/OFF):___ 83
- Administering Call Flow 84
- Clearing a Configuration 88
- Returning to Other Screens 88
- (edited) 89
- Setting Options 91
- Selecting Exceptions 95
- Selecting Agent Exceptions 98
- Selecting Split Exceptions 101
- Not Running” 110
- COPY a:shift*.cms c: 112
- C> prompt type 112
- Section 5: Supervising CMS 113
- Startup Procedures 116
- INITIALIZATION 118
- DAY CMS1.0 6:10p 04/20 118
- INITIALIZATION IN PROGRESS 118
- ● Logged Out state 121
- Monitoring Call Management 123
- On or Off 128
- LOG IN AGENT: ID: 133
- LOG OUT AGENT: ID: 133
- Using the Line Status Screen 139
- CHANGE PRIORITY: Line ID: 140
- Using the Events Log Screen 144
- Supervising Your Agents 146
- Dynamic Reconfiguration 147
- Reconfiguring Splits 149
- ___ Force Delay (ON/OFF): ___ 154
- Reconfiguring Call Flow 155
- On to Off or 156
- Using the Configuration List 157
- Day-to-Day Operation of CMS 166
- Section 6: Handling CMS Calls 167
- The Agent’s Voice Terminal 169
- Types of CMS Reports 182
- How to Generate Reports 183
- Agent Split Summary 185
- Starting:___/___/___ 187
- Ending: 187
- ___/___/___ 187
- Split Report 190
- Line Group Report 196
- Key to Line Group Report Data 199
- Sub-Group Report 202
- Ending:___/___/___ 204
- ___/___/___Ending:___/___/___ 204
- Print All Reports 208
- Events Log Report 210
- Section 8: Archiving Data 211
- Section 9: Troubleshooting 216
- Startup Problems 218
- Warning Messages 222
- Printer Now Ready 232
- Call Management Problems 234
- BRKN and the 240
- Printer Problems 242
- Agent Problems 245
- System Errors 249
- A> prompt, type 250
- The Partial Print 255
- Glossary 262
- CMS and System 25 Terms 264
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