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AT&T 999-501-149 system manual

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Contents

Main Page Contents Section 1: Introduction Section 2: Understanding CMS Section 3: Your 6300 WGS and CMS Section 4: Administering CMS Section 7: Generating Reports Section 8: Archiving Data Section 9: Troubleshooting Section 10: Quick Reference Guides Glossary How to Use the CMS Documents Whats in This Manual Documentation Conventions Page Key Concepts Page Page A Typical CMS Application Page Page Key Facts and Considerations Page Page Page Duplicating the CMS Diskette Duplicate Page Installing the CMS Software Starting the CMS Program Automatically Setting the Time and Date Page Using Your PC with CMS Entering and Editing Data ENTERING DATA AT PROMPTS 3-11 SELECT CONFIGURATION Config #_ Using Your PC with CMS Page Page Page FIGURE 4-1 A map of CMS administration screens. 4-2 Overview Getting Started 4-4 Getting Started Building or Editing Shift Configurations Page Editing a Shift Configuration Page Administering Splits Building or Editing Shift Configurations 4-9 4 SUPPT Page Page Administering Line Group Options Page Administering Call Flow Page Page Page Clearing a Configuration Returning to Other Screens Saving an Edited (Changed) Configuration Renaming a Shift Configuration Selecting a Startup Configuration Assigning Agent IDs Page Page Administering Lines and Line Groups Page Page Page Setting Options Page Page Selecting Exceptions Instructions for Selecting Exceptions Assigning External Alerts to Exceptions Page Page Page Page Selecting Agent Exceptions Page Selecting Split Exceptions Page Page Selecting Line Group Exceptions Page External Alert Checklist Page Backing Up Shift Configurations Page Page FIGURE 5-1 Map of the screens for call management. 5-2 Overview The Administator/Supervisor's Responsibilities The Attendant Console Page Page FIGURE 5-2 The MERLIN II System Display Console. The Attendant Console 5-7 Startup Procedures Page Page Page Making Agents Available for CMS Calls Page Page Monitoring Call Management Using the System Status Screen Page Page Key to System Status Data Using the Split Status Screens Page Key to Split Status Data Using the Line Status Screen Page Key to Line Status Data LINE STATUS 5-24 Monitoring Call Management Using the Events Log Screen Page Dynamic Reconfiguration Page Reconfiguring Splits Page Changing Answer Delay, Force Delay, or Auto ACW Page Page FORCE DELAY 5-34 Dynamic Reconfiguration Dynamic Reconfiguration 5-35 5-36 Dynamic Reconfiguration Page Page Reconfiguring Call Flow 5-39 Dynamic Reconfiguration Page Page Using the Stored Shift Configurations Screen Page Page Selecting Day or Night Service Page Day-to-Day Operation of CMS Page Page The MERLIN II System Voice Terminal The Analog Voice Terminal FIGURE 6-1 The BIS-10 Voice Terminal. AT&T BIS-10 The MERLIN II System Voice Terminal 6-3 The Digital Voice Terminal Selecting a Voice Terminal for Your Agents Page Page Page Programming a Voice Terminal Page Announcing Availability for CMS Calls Page Page Using MERLIN II System Features with CMS Page Page Page Page Page Page Page Page Types of CMS Reports Agent Split Summary Page Split Report Page Page Page A typical Cumulative Split Report by Hour appears below. Line Group Report Page Page Page Events Log Report 7-14 Types of CMS Reports Page How to Generate Reports Page Page Page Page Page Page Page Page Startup Problems Error Messages Page Page Warning Messages Page Page Page Page Call Management Problems Page Page Page System Errors Voice Announcement Unit Problems External Alert Problems Printer Problems Page Agent Problems Page Page Managing Calls if CMS is Disabled Page Page Page Quick Reference Guide to Your PC Keyboard < 10-2 Quick Reference Guide to Your PC Keyboard F9 F10 F11 F12 + Quick Reference Guide to Entering and Editing Data Page Quick Reference Guide to Dynamic Reconfiguration Map of Screens for CMS Administration FIGURE 10-3 Map of Screens for CMS Administration 10-6 Map of Screens for CMS Administration Map of Screens for Call Management FIGURE 10-4 Map of Screens for Call Management Map of Screens for Call Management 10-7 Page CMS Terms Page Page Page Page Page CMS Status Screens System Status Screen Page Page Split Status Screen Page Line Status Screen Page CMS Reports Daily Agent Split Summary Page Cumulative Agent Split Summary Daily Split Report Page Cumulative Split Report (By Day or Hour) Daily Line Group Report Page Cumulative Line Group Report (by day or hour) Index A B C D I L M 0 P