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999-501-149 system manual
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224 pages, 961.98 Kb
AT&T
999-501-149
MERLIN
®
lI
COMMUNICATIONS SYSTEM
Feature Module 2
Call Management System
System Manual
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
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C
D
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