AT&T 999-501-149 Day-to-Day Operation of CMS, Administrator’S, Activities AT BON, Voyage Travel

Day-to-Day Operation of CMS

	Your day-to-day interaction with CMS primarily involves monitoring system
	status during call management and using dynamic reconfiguration to make
	any needed changes in the configuration being used to manage calls.
	The following example illustrates how the CMS administrator at Bon Voyage
	Travel interacts with the system during a typical day.
THE ADMINISTRATOR’S	At 9 a.m. each business day, Pat Payne switches on Bon Voyage’s PC and
ACTIVITIES AT BON	starts managing calls with the weekday configuration. All agents are
VOYAGE TRAVEL	automatically in the logged out state when call management begins. Pat uses
	the MERLIN II system Group Page feature to ask the agents in some splits to
	touch the Available button on their voice terminals to signal they are available
	to begin answering calls. Another split is using a line group with Auto ACW;
	they automatically become available when the calls start coming in.
	Pat performs several dynamic reconfiguration activities during the day. First,
	Pat removes Tom Baker from his position in the Personal Travel split because
	he is on vacation. He moves a new agent into Tom’s position in that split,
	and tells the agent to move himself to the Available state.
	As the peak calling hour approaches, Pat turns on intraflow for the Public line
	group. Pat uses the Group Page feature to tell the agents in the Support split
	that they may now receive calls for the Public line group. The Support split
	is a secondary split for the Public line group.
	Throughout his shift, Pat takes time out from other work to monitor the
	System Status screen, the Line Status screen, and the Split Status Information
	screen. He can use the [ ^ ] - [ Prt Sc ] keys to print any of these screens if he
	wants to. The screens provide a detailed picture of activity throughout the
	system. Using them, Pat can tell when to turn intraflow on or off, when a
	new agent may be having trouble handling calls, or when all lines in a line
	group are busy. Pat can use Dynamic Reconfiguration to correct these
	situations as they occur.
	Pat has set an external alert to be triggered whenever more than three calls
	are waiting. This way he can be immediately aware of this condition no
	matter where he is in the room. Also, agents are immediately aware of this
	condition and know, without Pat telling them, that they have to move on to
	the next calls quickly. Pat does have to take time out from other work to tell
	them.
	When Pat notices that three calls are waiting in the Charter Travel main split,
	and there have been several abandoned calls. Pat turns on intraflow to allow
	waiting calls to be sent to the Corporate Travel split (the secondary split for
	the Charter line group). Pat also increases the answer delay (the length of
	time calls ring before CMS answers them) so callers will spend a little less
	time on hold.
	Pat has a new agent in the Corporate Travel split, Yesterday, Pat spent time
	with the new agent, explaining the voice terminal features he’ll be using. As
	the new agent answers CMS calls for the first time, Pat watches the Split
	Status screen to see when the new agent is on a call, and then monitors the
	call. In this way, Pat is able to give the agent advice on handling calls.
	Pat also looks at the Management Information System (MIS) reports to
	determine if Bon Voyage Travel has an efficient number of lines and agents.
	He prints some of the daily reports to review hourly call activity for the day
	and prints cumulative daily and hourly reports to help develop a CMS profile
	for his business.

Day-to-Day Operation of CMS 5-47