AT&T 999-501-149 guide

PROBLEM: Agents continue to receive CMS calls after touching the ACW button to indicate they are unavailable for CMS calls.

Possible cause

The agents are touching the ACW button after they hang up.

Corrective action

Remind the agents to touch the ACW button before they hang up.

PROBLEM: An agent’s voice terminal rings when the call is for another agent, or it rings once and stops.

	Possible cause	Corrective action
	The agent has one or more	Remind the agent to set all CMS lines
	CMS lines (or line pools) set to	(or line pools) not to ring. Refer the
	ring.	agent to the information on line ringing
		options under the heading “Using
		MERLIN II System Features with CMS”
		in Section 6, “Handling CMS Calls.”

PROBLEM: While on one CMS call, an agent receives another CMS call.

Possible cause	Corrective action
The agent put the first call on	Remind the agent to lay the handset on
hold and hung up the handset.	the desk after putting a call on hold.
	Hanging up while the light next to the
	Available button is on signals CMS that
	the agent is available for CMS calls.

The agent has one or more	Remind the agent to set all CMS lines
CMS lines (or line pools) set to	(or line pools) not to ring. Refer the
ring.	agent to the information on line ringing
	options under the heading “Using
	MERLIN II System Features with CMS”
	in Section 6, “Handling CMS Calls.”

9-20Agent Problems

Image 189

AT&T 999-501-149 system manual Agents are touching the ACW button after they hang up

Contents

Merlin lI 1988 AT&T Issue All Rights Reserved Contents Generating Reports CMS USER’S Card How to Use the CMS Documents What’s in This Manual This italic typeface represents a Merlin II system response Documentation Conventions Overview Key Concepts Key Concepts 4Key Concepts Bon Voyage Travel’s CMS Special Line Group Typical CMS Application 6A Typical CMS Application Businesses CMS and Other Key Facts and Considerations Line Group and Agent Merlin II System Installation and Administration ManualSplit Considerations External Alerts CMS Enhancements Hardware Considerations Software Considerations Duplicating the CMS Diskette Duplicating the CMS Diskette Duplicate 4Duplicating the CMS Diskette Duplicate Installing the Software Installing the CMS Software Starting the CMS Program Automatically SET the Date Setting the Time and Date SET the Time Agent Splits Using Your PC with CMS Entering and Editing Data 10Using Your PC with CMS Line Group Options Entering Data AT PromptsCall Flow ACW Entering Data Press To move Using the Help Editing DataScreens Select Administration Function Administration Menu A map of CMS administration screens Getting Started Start Administering CMSMain Menu CMS 4Getting Started Line group Main split Secondary split Building or Editing Shift Configurations Stored Shift Configurations ConfigurationsUSE the Stored Shift Screen Configuration Editing a Shift Configuration Agent Splits Line Group Options Suppt Administering Splits 10Building or Editing Shift Configurations Prompt ActionMake entries in these fields as follows Answer Delay Administering Line Group Options Force Delay Automatic AfterCALL-WORK ACW 14Building or Editing Shift Configurations Administering Call Flow All-Ring Config On/Off Screen Administer Call Flow or ALL-RING Operation Prompt SET Intraflow Threshold Split # Threshold seconds Clearing a Configuration Returning to Other Screens Saving an Edited Changed Configuration Selecting a Startup Configuration Renaming a Shift Configuration Using the Agent Directory Screen Assigning Agent IDsAgent Directory 22Assigning Agent IDs Assigning Agent IDs 24Administering Lines and Line Groups Administering Lines and Line Groups Administer Lines and Line Groups Administer Lines and Groups 26Administering Lines and Line Groups Prompt Change Priority Line ID Service Level Limit Abandoned Call Threshold Setting Options SET Options Audible Alarm ZET Options Selecting Exceptions Instructions for Selecting Exceptions Exception Settings Assigning External Alerts to Exceptions 34Selecting Exceptions Selecting Exceptions Changing or Removing Line Button Assignments Oldest Call ON/OFF? Exceptions Selecting Agent 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 Summary Checklist External Alert Checklist 46Selecting Exceptions Copy Shift Configurations Backing Up Shift Configurations 48Backing Up Shift Configurations Overview Map of the screens for call management Administator/Supervisors Responsibilities Line Buttons Auto Intercom Buttons Attendant Console Touch Intercom-Voice Group 6The Attendant Console Merlin II System Display Console 8Startup Procedures Startup Procedures Startup Procedures Initialization Complete ... Ready for Input Startup Procedures Agents Voice Making Agents Available for CMS CallsTerminal Button Requirements Available State AFTER-CALL-WORKState LOGIN/LOGOUT CALL-WORK StateSupervisory Monitoring Call Management Using the System Status Screen Split Information System Status Line Group Information Monitoring Call Management Line Group Information Split Information Key to System Status DataCurrent Status of Agents and of Waiting Calls Record of Calls Received during Current How’ Split Status Information Split 1 Pers Using the Split Status Screens 20Monitoring Call Management Agent Status Key to Split Status DataIndividual Agents Agent Summary Line Split Status Using the Line Status ScreenCall Flow Line Status Change Priority Line ID Line Status Key to Line Status DataLine Group Summary Line Time Date Event Using the Events Log Screen 26Monitoring Call Management Dynamic Reconfiguration Beginning Dynamic Reconfiguration Reconfiguring Splits F2 Remove Agent Changing Answer Delay, Force Delay, or Auto ACW Pers Example Prompt Answer Delay Group Letter How Many Seconds Connect directly to the message Answer Force T o E l a y Delay 36Dynamic Reconfiguration Bottom of the screen. Refer to the following example Automatic ACW 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 Day-to-Day Operation of CMS ADMINISTRATOR’SActivities AT BON Voyage Travel 48Day-to-Day Operation of CMS Overview Analog Voice Terminal Merlin II System Voice Terminal BIS-10 AT&T 7406 Digital Voice Terminal 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 Basic Programming Programming a Voice TerminalInstructions Merlin II System Manual Programming Feature name Codes Programming Feature name Code Available and ACW Buttons Announcing Availability for CMS CallsCMS work state Available button light ACW button light For Available Light next to Available goes on Touch AvailableAfter-Call-Work State Light next to ACW goes on With the previous CMS call Agent is automatically connected to the CMS call Using Merlin II System Features with CMS Placing Intercom Calls Lights Line status Touch Intercom-Ring Manual Signaling ButtonsTouch Intercom-Ring or Intercom-Voice 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 Sounds Types of RingingType of call Sound of ring Programming You hear the voice terminal’s current ring Touch Select RingRinging Options 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 Typical Daily Split Report appears below ACD Calls Types of CMS Reports Typical Cumulative Split Report By Day appears below Cumulative Split Report by Hour Typical Cumulative Split Report by Hour appears below Group D Corp Line Group Report ACD Calls Other Calls Daily Calls Additional Data forCumulative Line Group Report by DAY Cumulative Line Group Report by Hour Events Log Report Types of CMS Reports Report Menu How to Generate Reports Print Split Report How to Generate Reports Print Split Reports Summary on Generating Individual Reports Generating Events Log Report Shows the locations of the directories and files CMS uses Transferring Historical Data Onto Diskettes 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 Generating Reports Restoring Data Collection ConditionsErasing the Historical Data from the Hard Disk Restoring the Current System Tables Overview Error Messages Startup ProblemsERROR-No Lines in CMS. Administer Lines Possible cause Corrective action ERROR-CMS Card Faulty or Not Found. CMS Cannot Manage Calls ERROR-No Configuration Found. Administer SystemDescribed in the lnstallation and Getting Started Guide for the Call Management Communications System with Feature Module ERROR-CU 1 Faulty or Disconnected. CMS Cannot Manage CallsInstallation and Administration Manual Status lndicator CU 1 flashing Status Indicator CU 6Startup Problems Possible cause Status Indicator NoStorage Status Indicator LoStorageStatus Indicator MSG Data Status Indicator Don’tPrtSc Status Indicator CU 1 flashing Call Management Problems 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 Status Indicator Don‘tPrtSc Printer Problems 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 What YOU should have What YOU should Know What YOU should do Managing Calls if CMS is Disabled Pooled System Dial Access Pooled System Button Access 24Managing Calls if CMS is Disabled Overview F9 F10 Quick Reference Guide to Your PC Keyboard Prompt Using the Keys Quick Reference Guide to Entering and Editing DataPress Do this Configure Splits Quick Reference Guide to Dynamic Reconfiguration Map of Screens for CMS Administration Map of Screens for CMS Administration Name Map of Screens for Call Management Overview G-1 ACD CMS Terms 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 Daily Agent Split Summary CMS Reports ACD Calls Avg After Call Daily Split Report Cumulative Agent Split Summary Other Calls Cumulative Split Report By Day or Hour XFR Calls Daily Line Group Report BUSlEST Hours Cumulative Line Group Report by day or hour CMS Index 2Index