CMS Terms, Acd | AT&T 999-501-149 specification

CMS Terms

Key words and phrases used in CMS are defined below,

Abandoned	A call that comes into CMS but is disconnected by
Call	the caller before being serviced by an agent.
Abandoned	The minimum number of seconds an agent must
Call Threshold	be connected to a call for it to be considered a
	serviced call. Calls that are disconnected before
	reaching this threshold are considered abandoned
	calls.

ACD

(Automatic Call

Distributor)

ACD Call

ACW (after- call-work) State

The general term for systems such as CMS that automatically answer incoming calls and distribute them to available agents.

An incoming call on a CMS line.

An agent-activated state in which the agent receives no ACD calls. Agents usually put their voice terminals into this state when they need to finish work associated with previous calls.

Agent Position	The 2-digit MERLIN II system intercom number
	for the voice terminal assigned to an agent.
Agent Split	A team of agents who handle the same types of
	incoming calls.
Alert	A signal, either a beep from the supervisor’s PC
	or a wall-mounted light that turns on, to notify a
	CMS supervisor that an exception threshold for an
	agent, split, or a line group has been exceeded.
	Alarm beeping, if turned on by the administrator,
	also occurs for system errors and other screen
	messages.
All-Ring	A CMS mode in which any call coming into an
Operation	agent split rings simultaneously at the voice
	terminals of all agents in the split.
Answer Delay	The initial period of ringing in which an incoming
	call continues to ring if no agent is available. If an
	agent still is not available by the end of the
	answer delay period, the call is connected to the
	voice announcement unit.

G-2CMS Terms

Image 202

AT&T 999-501-149 system manual CMS Terms, Acd

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 Editing Data Using the HelpScreens 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 Action PromptMake entries in these fields as follows Administering Line Group Options Answer Delay Automatic After Force DelayCALL-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 Assigning Agent IDs Using the Agent Directory ScreenAgent 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 Type on or off to turn this exception on or off. Press ExceptionF6 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 AFTER-CALL-WORK Available StateState CALL-WORK State LOGIN/LOGOUTSupervisory 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 Line Buttons Selecting a Voice Terminal for Your AgentsPooled System Square System Manual Signaling and Auto Intercom ButtonsAuto 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 Touch Transfer Transferring Calls to Another SplitTransferring Calls to a Person in the Merlin II System Touch Transfer Touch Intercom-Voice Transferring Calls with Voice AnnouncementAgent 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 Daily Agent Split Agent Split SummaryM M a R Y Other Daily Calls Daily ACD CallsAdditional Data Cumulative Agent Split Summary Split ReportDaily 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 Historical Data Files Copying the System Tables FileErasing Files from the Hard Disk Copying the Historical System Tables Saving the Current 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 CMS in the Merlin II Comunications System Installation and Getting Started Guide for the callManagement System What They Mean System ErrorsWhat 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 Quick Reference Guide to Entering and Editing Data Prompt Using the KeysPress 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 System Status Screen CMS Status ScreensLine 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