Overview | AT&T 999-501-149 instruction

Overview

When a call comes into CMS, the system looks for an available agent in the main split assigned to the line group for the call. If agents are available, CMS routes the call to the agent who has been available the longest. After answering the call, the agent may need to:

●Transfer calls to another split or agent

●Call another split for information

●Contact the supervisor for help

When the transaction with the customer is completed, the agent may need to enter the after-call-work state to complete the necessary paperwork associated with the call.

So that agents can complete all of these CMS duties with a minimum of problems, it is important that they understand how to use the MERLIN II system voice terminals and features. In most cases, you, as the CMS supervisor, will be the person responsible for teaching the agents how to use the voice terminal and the one whom agents will call if problems arise. This section will help you understand how you and the agents in your CMS can use the MERLIN II system voice terminals and features for the most effective call management.

If the agents in your CMS have questions about handling calls, you may refer them to this section of the system manual, or you may want to photocopy this section and share the copies with your agents. Your CMS agents should also be given a MERLIN II Communications System User’s Card for the Call Management System.

This section contains the following information about the role of the CMS agent:

The MERLIN II System Voice Terminal. Describes the types of analog and digital voice terminals that your agents can use and the arrangement of line and feature buttons on these voice terminals.

Selecting a Voice Terminal for Your Agents. Helps you determine the size of voice terminal your agents need by listing the lines and/or line pools and the features agents usually need.

Programming a Voice Terminal. Gives the procedure for programming

an agent’s voice terminal.

Announcing Availability for CMS Calls. Describes how agents make themselves available for CMS calls and enter the after-call-work state and the logged out state.

Using MERLIN II System Features with CMS. Describes the features that CMS agents most often use and gives procedures for using each feature.

Overview 6-1

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AT&T 999-501-149 system manual Overview

Contents

Merlin lI 1988 AT&T Issue All Rights Reserved Contents Generating Reports How to Use the CMS Documents CMS USER’S Card What’s in This Manual Documentation Conventions This italic typeface represents a Merlin II system response Overview Key Concepts Key Concepts 4Key Concepts Typical CMS Application Bon Voyage Travel’s CMS Special Line Group 6A Typical CMS Application CMS and Other Businesses Key Facts and Considerations Split Considerations Merlin II System Installation and Administration ManualLine Group and Agent External Alerts CMS Enhancements Software Considerations Hardware Considerations Duplicating the CMS Diskette Duplicate Duplicating the CMS Diskette 4Duplicating the CMS Diskette Duplicate Installing the CMS Software Installing the Software Starting the CMS Program Automatically Setting the Time and Date SET the Date SET the Time Using Your PC with CMS Agent Splits 10Using Your PC with CMS Entering and Editing Data Call Flow Entering Data AT PromptsLine Group Options ACW Press To move Entering Data Using the Help Editing DataScreens Administration Menu Select Administration Function A map of CMS administration screens Main Menu Start Administering CMSGetting Started CMS 4Getting Started Building or Editing Shift Configurations Line group Main split Secondary split USE the Stored Shift ConfigurationsStored Shift Configurations Screen Editing a Shift Configuration Configuration Agent Splits Line Group Options Administering Splits Suppt 10Building or Editing Shift Configurations Prompt ActionMake entries in these fields as follows Administering Line Group Options Answer Delay Force Delay Automatic AfterCALL-WORK ACW Administering Call Flow 14Building or Editing Shift Configurations All-Ring Config On/Off Screen Administer Call Flow or ALL-RING Operation Prompt SET Intraflow Threshold Split # Threshold seconds Clearing a Configuration Saving an Edited Changed Configuration Returning to Other Screens Renaming a Shift Configuration Selecting a Startup Configuration Using the Agent Directory Screen Assigning Agent IDsAgent Directory 22Assigning Agent IDs Assigning Agent IDs Administering Lines and Line Groups 24Administering Lines and Line Groups Administer Lines and Groups Administer Lines and Line Groups 26Administering Lines and Line Groups Prompt Change Priority Line ID Setting Options Service Level Limit Abandoned Call Threshold Audible Alarm SET Options ZET Options Selecting Exceptions Exception Settings Instructions for Selecting Exceptions Assigning External Alerts to Exceptions 34Selecting Exceptions Selecting Exceptions Changing or Removing Line Button Assignments Oldest Call ON/OFF? Selecting Agent Exceptions Exceptions Talk Time Selecting Split Exceptions Exception Type on or off to turn this exception on or off. PressF6 labeled Next Field to keep the current value 42Selecting Exceptions Selecting Line Group Exceptions Administer a Line Group Exception External Alert Checklist Summary Checklist 46Selecting Exceptions Backing Up Shift Configurations Copy Shift Configurations 48Backing Up Shift Configurations Overview Map of the screens for call management Administator/Supervisors Responsibilities Attendant Console Line Buttons Auto Intercom Buttons Group Touch Intercom-Voice 6The Attendant Console Merlin II System Display Console Startup Procedures 8Startup Procedures Startup Procedures Initialization Complete ... Ready for Input Startup Procedures Terminal Button Making Agents Available for CMS CallsAgents Voice Requirements Available State AFTER-CALL-WORKState LOGIN/LOGOUT CALL-WORK StateSupervisory Using the System Status Screen Monitoring Call Management System Status Line Group Information Split Information Monitoring Call Management Current Status of Agents and of Waiting Calls Key to System Status DataLine Group Information Split Information Record of Calls Received during Current How’ Using the Split Status Screens Split Status Information Split 1 Pers 20Monitoring Call Management Individual Agents Key to Split Status DataAgent Status Agent Summary Line Call Flow Using the Line Status ScreenSplit Status Line Status Change Priority Line ID Line Group Summary Key to Line Status DataLine Status Line Using the Events Log Screen Time Date Event 26Monitoring Call Management Dynamic Reconfiguration Reconfiguration Beginning Dynamic Reconfiguring Splits F2 Remove Agent Changing Answer Delay, Force Delay, or Auto ACW Example Pers Prompt Answer Delay Group Letter How Many Seconds Connect directly to the message Answer Force T o E l a y Delay 36Dynamic Reconfiguration Automatic ACW Bottom of the screen. Refer to the following example To change Auto ACW for any line group, respond to the prompt Reconfiguring Call Flow 40Dynamic Reconfiguration Prompt Change ALL-RING Operation Split # Using the Stored Shift Configurations Screen Save Configuration Replace Contents of Config # NAME? Y/N 44Dynamic Reconfiguration Selecting Day or Night Service If you typed y to change mode, the prompt line reads Activities AT BON ADMINISTRATOR’SDay-to-Day Operation of CMS Voyage Travel 48Day-to-Day Operation of CMS Overview Merlin II System Voice Terminal Analog Voice Terminal AT&T BIS-10 Digital Voice Terminal 7406 Digital Voice Terminal Selecting a Voice Terminal for Your Agents Line ButtonsPooled System Manual Signaling and Auto Intercom Buttons Square SystemAuto Intercom Buttons Manual Signaling 6Selecting a Voice Terminal for Your Agents Instructions Programming a Voice TerminalBasic Programming Merlin II System Manual Programming Feature name Code Programming Feature name Codes CMS work state Available button light ACW button light Announcing Availability for CMS CallsAvailable and ACW Buttons For Available After-Call-Work State Touch AvailableLight next to Available goes on Light next to ACW goes on With the previous CMS call Using Merlin II System Features with CMS Agent is automatically connected to the CMS call Lights Line status Placing Intercom Calls Touch Intercom-Ring or Intercom-Voice Manual Signaling ButtonsTouch Intercom-Ring Touch Conference Auto Intercom Buttons Transferring Calls to Another Split Touch TransferTransferring Calls to a Person in the Merlin II System Transferring Calls with Voice Announcement Touch Transfer Touch Intercom-VoiceAgent is automatically connected to the incoming call Type of call Sound of ring Types of RingingSounds Programming Ringing Options Touch Select RingYou hear the voice terminal’s current ring Red light next to Line button goes off Overview Types of CMS Reports Agent Split Summary Daily Agent SplitM M a R Y Daily ACD Calls Other Daily CallsAdditional Data Split Report Cumulative Agent Split SummaryDaily Split Summary ACD Calls Typical Daily Split Report appears below Types of CMS Reports Cumulative Split Report by Hour Typical Cumulative Split Report By Day appears below Typical Cumulative Split Report by Hour appears below Line Group Report Group D Corp ACD Calls Other Calls Cumulative Line Group Additional Data forDaily Calls Report by DAY Cumulative Line Group Report by Hour Events Log Report Types of CMS Reports How to Generate Reports Report Menu How to Generate Reports Print Split Report Summary on Generating Individual Reports Print Split Reports Generating Events Log Report Transferring Historical Data Onto Diskettes Shows the locations of the directories and files CMS uses Copying the System Tables File Copying Historical Data FilesErasing Files from the Hard Disk Saving the Current System Tables Copying the Historical System TablesCopying the Historical Data Files Erasing the Historical Data from the Hard Disk Restoring Data Collection ConditionsGenerating Reports Restoring the Current System Tables Overview ERROR-No Lines in CMS. Administer Lines Startup ProblemsError Messages Possible cause Corrective action Described in the lnstallation and Getting ERROR-No Configuration Found. Administer SystemERROR-CMS Card Faulty or Not Found. CMS Cannot Manage Calls Started Guide for the Call Management Installation and Administration Manual ERROR-CU 1 Faulty or Disconnected. CMS Cannot Manage CallsCommunications System with Feature Module Status lndicator CU 1 flashing Status Indicator CU 6Startup Problems Possible cause Status Indicator MSG Status Indicator LoStorageStatus Indicator NoStorage Data Status Indicator Don’tPrtSc Call Management Problems Status Indicator CU 1 flashing Call Management Problems Described in the Installation and Getting Installation and Getting Started Guide for the call CMS in the Merlin II Comunications SystemManagement System System Errors What They MeanWhat to do Voice Announcement Unit Problems External Alert Problems Printer Problems Status Indicator Don‘tPrtSc Report ABORTED-Printer Not Ready Agent Problems Agents are touching the ACW button after they hang up Lines not set to No Ring Set lines to No Ring Managing Calls if CMS is Disabled What YOU should have What YOU should Know What YOU should do Pooled System Button Access Pooled System Dial Access 24Managing Calls if CMS is Disabled Overview Quick Reference Guide to Your PC Keyboard F9 F10 Prompt Using the Keys Quick Reference Guide to Entering and Editing DataPress Do this Quick Reference Guide to Dynamic Reconfiguration Configure Splits Map of Screens for CMS Administration Map of Screens for CMS Administration Map of Screens for Call Management Name Overview G-1 CMS Terms ACD CMS Terms G-3 4CMS Terms CMS Terms G-5 6CMS Terms CMS Terms G-7 CMS Status Screens System Status ScreenLine Group Information CMS Status Screens G-9 ASA Split Status Screen Split Status Call Flow Information Line Status Screen 14CMS Status Screens CMS Reports Daily Agent Split Summary ACD Calls Avg After Call Cumulative Agent Split Summary Daily Split Report Other Calls Cumulative Split Report By Day or Hour Daily Line Group Report XFR Calls BUSlEST Hours Cumulative Line Group Report by day or hour Index CMS 2Index