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AT&T 999-501-149 system manual 1988 AT&T Issue All Rights Reserved

Models: 999-501-149

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©1988 AT&T	Issue 1
All Rights Reserved	September, 1988
Printed in USA

NOTICE

The information in this document is subject to change without notice. AT&T assumes no responsibility for any errors that may appear in this document.

MERLIN is a registered trademark of AT&T.

MS-DOS is a registered trademark of Microsoft Corporation.

To order copies of this document, call the AT&T Customer Information Center, 1-800-432-6600 and include the document number 999-501-149 with your order.

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AT&T 999-501-149 system manual 1988 AT&T Issue All Rights Reserved

Contents

Merlin lI 1988 AT&T Issue All Rights Reserved Contents Generating Reports How to Use the CMS Documents CMS USER’S CardWhat’s in This Manual Documentation Conventions This italic typeface represents a Merlin II system responseOverview Key Concepts Key Concepts 4Key Concepts Typical CMS Application Bon Voyage Travel’s CMS Special Line Group6A Typical CMS Application CMS and Other BusinessesKey Facts and Considerations Split Considerations Merlin II System Installation and Administration ManualLine Group and Agent External AlertsCMS Enhancements Software Considerations Hardware ConsiderationsDuplicating the CMS Diskette Duplicate Duplicating the CMS Diskette4Duplicating the CMS Diskette Duplicate Installing the CMS Software Installing the SoftwareStarting the CMS Program Automatically Setting the Time and Date SET the DateSET the Time Using Your PC with CMS Agent Splits10Using Your PC with CMS Entering and Editing DataCall Flow Entering Data AT PromptsLine Group Options ACWPress To move Entering DataScreens Using the HelpEditing Data Administration Menu Select Administration FunctionA map of CMS administration screens Main Menu Start Administering CMSGetting Started CMS4Getting Started Building or Editing Shift Configurations Line group Main split Secondary splitUSE the Stored Shift ConfigurationsStored Shift Configurations ScreenEditing a Shift Configuration ConfigurationAgent Splits Line Group Options Administering Splits Suppt10Building or Editing Shift Configurations Make entries in these fields as follows PromptAction Administering Line Group Options Answer DelayCALL-WORK ACW Force DelayAutomatic After Administering Call Flow 14Building or Editing Shift ConfigurationsAll-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 ScreensRenaming a Shift Configuration Selecting a Startup ConfigurationAgent Directory Using the Agent Directory ScreenAssigning Agent IDs 22Assigning Agent IDs Assigning Agent IDs Administering Lines and Line Groups 24Administering Lines and Line GroupsAdminister Lines and Groups Administer Lines and Line Groups26Administering Lines and Line Groups Prompt Change Priority Line ID Setting Options Service Level Limit Abandoned Call ThresholdAudible Alarm SET OptionsZET Options Selecting Exceptions Exception Settings Instructions for Selecting ExceptionsAssigning External Alerts to Exceptions 34Selecting Exceptions Selecting Exceptions Changing or Removing Line Button Assignments Oldest Call ON/OFF? Selecting Agent Exceptions ExceptionsTalk Time Selecting Split Exceptions F6 labeled Next Field to keep the current value ExceptionType on or off to turn this exception on or off. Press 42Selecting Exceptions Selecting Line Group Exceptions Administer a Line Group Exception External Alert Checklist Summary Checklist46Selecting Exceptions Backing Up Shift Configurations Copy Shift Configurations48Backing Up Shift Configurations Overview Map of the screens for call management Administator/Supervisors Responsibilities Attendant Console Line Buttons Auto Intercom ButtonsGroup Touch Intercom-Voice6The Attendant Console Merlin II System Display Console Startup Procedures 8Startup ProceduresStartup Procedures Initialization Complete ... Ready for Input Startup Procedures Terminal Button Making Agents Available for CMS CallsAgents Voice RequirementsState Available StateAFTER-CALL-WORK Supervisory LOGIN/LOGOUTCALL-WORK State Using the System Status Screen Monitoring Call ManagementSystem Status Line Group Information Split InformationMonitoring 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 Pers20Monitoring Call Management Individual Agents Key to Split Status DataAgent Status Agent Summary LineCall Flow Using the Line Status ScreenSplit Status Line StatusChange Priority Line ID Line Group Summary Key to Line Status DataLine Status LineUsing the Events Log Screen Time Date Event26Monitoring Call Management Dynamic Reconfiguration Reconfiguration Beginning DynamicReconfiguring Splits F2 Remove Agent Changing Answer Delay, Force Delay, or Auto ACW Example PersPrompt 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 exampleTo 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 Travel48Day-to-Day Operation of CMS Overview Merlin II System Voice Terminal Analog Voice TerminalAT&T BIS-10Digital Voice Terminal 7406 Digital Voice TerminalPooled System Selecting a Voice Terminal for Your AgentsLine Buttons Auto Intercom Buttons Manual Signaling and Auto Intercom ButtonsSquare System Manual Signaling 6Selecting a Voice Terminal for Your Agents Instructions Programming a Voice TerminalBasic Programming Merlin II System ManualProgramming Feature name Code Programming Feature name CodesCMS work state Available button light ACW button light Announcing Availability for CMS CallsAvailable and ACW Buttons For AvailableAfter-Call-Work State Touch AvailableLight next to Available goes on Light next to ACW goes onWith the previous CMS call Using Merlin II System Features with CMS Agent is automatically connected to the CMS callLights Line status Placing Intercom CallsTouch Intercom-Ring or Intercom-Voice Manual Signaling ButtonsTouch Intercom-Ring Touch ConferenceAuto Intercom Buttons Transferring Calls to a Person in the Merlin II System Transferring Calls to Another SplitTouch Transfer Agent is automatically connected to the incoming call Transferring Calls with Voice AnnouncementTouch Transfer Touch Intercom-Voice Type of call Sound of ring Types of RingingSounds ProgrammingRinging Options Touch Select RingYou hear the voice terminal’s current ring Red light next to Line button goes offOverview Types of CMS Reports M M a R Y Agent Split SummaryDaily Agent Split Additional Data Daily ACD CallsOther Daily Calls Daily Split Summary Split ReportCumulative Agent Split Summary ACD Calls Typical Daily Split Report appears belowTypes of CMS Reports Cumulative Split Report by Hour Typical Cumulative Split Report By Day appears belowTypical Cumulative Split Report by Hour appears below Line Group Report Group D CorpACD Calls Other Calls Cumulative Line Group Additional Data forDaily Calls Report by DAYCumulative Line Group Report by Hour Events Log Report Types of CMS Reports How to Generate Reports Report MenuHow to Generate Reports Print Split ReportSummary on Generating Individual Reports Print Split ReportsGenerating Events Log Report Transferring Historical Data Onto Diskettes Shows the locations of the directories and files CMS usesErasing Files from the Hard Disk Copying the System Tables FileCopying Historical Data Files Copying the Historical Data Files Saving the Current System TablesCopying the Historical System Tables Erasing the Historical Data from the Hard Disk Restoring Data Collection ConditionsGenerating Reports Restoring the Current System TablesOverview ERROR-No Lines in CMS. Administer Lines Startup ProblemsError Messages Possible cause Corrective actionDescribed 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 ManagementInstallation and Administration Manual ERROR-CU 1 Faulty or Disconnected. CMS Cannot Manage CallsCommunications System with Feature Module Status lndicator CU 1 flashingStatus Indicator CU 6Startup Problems Possible cause Status Indicator MSG Status Indicator LoStorageStatus Indicator NoStorage DataStatus Indicator Don’tPrtSc Call Management Problems Status Indicator CU 1 flashingCall Management Problems Described in the Installation and Getting Management System Installation and Getting Started Guide for the callCMS in the Merlin II Comunications System What to do System ErrorsWhat They Mean Voice Announcement Unit Problems External Alert Problems Printer Problems Status Indicator Don‘tPrtScReport 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 doPooled System Button Access Pooled System Dial Access24Managing Calls if CMS is Disabled Overview Quick Reference Guide to Your PC Keyboard F9 F10Press Prompt Using the KeysQuick Reference Guide to Entering and Editing Data Do this Quick Reference Guide to Dynamic Reconfiguration Configure SplitsMap of Screens for CMS Administration Map of Screens for CMS AdministrationMap of Screens for Call Management NameOverview G-1 CMS Terms ACDCMS Terms G-3 4CMS Terms CMS Terms G-5 6CMS Terms CMS Terms G-7 Line Group Information CMS Status ScreensSystem Status Screen 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 SummaryACD Calls Avg After Call Cumulative Agent Split Summary Daily Split ReportOther Calls Cumulative Split Report By Day or Hour Daily Line Group Report XFR CallsBUSlEST Hours Cumulative Line Group Report by day or hour Index CMS2Index