CMS Terms G-5 | AT&T 999-501-149 manual

Jack, Control Unit

Line Group

One of several numbered receptacles on the MERLIN II system control unit into which connections for telephone lines and voice terminals are plugged.

A group of interchangeable telephone lines on which CMS calls can be answered by the same team of agents.

Logged Out		A state in which the agent receives no CMS calls
State		and is not counted as logged in for reporting
		purposes. The CMS may be configured so that
		agents are placed in this state when CMS is
		started, when a new shift configuration is
		selected, when an agent is moved or added to a
		configuration, or when an agent has remained in
		the after-call-work state for longer than a specified
		exception threshold.
Main Split		The agent split with primary responsibility for
		answering calls that come in on a particular line
		group.
Manual		A programmable MERLIN II system feature that
Signaling		allows a user to signal a co-worker audibly by
		pressing a button on his or her voice terminal.
Night Service		A mode of CMS in which the system answers
		calls, connects them to a voice announcement
		unit, and then disconnects the calls when the
		message is over.
Other Calls		Calls not associated with ACD, such as outgoing
		calls, other than ACD incoming calls, intercom
		calls, and calls transferred to an agent by another
		person.
Pooled System		An arrangement of the MERLIN II system in
		which interchangeable lines are grouped together
		to form line pools. With Button Access, the user
		presses the voice terminal button assigned to a
		particular line pool to access that pool. With Dial
		Access, the user presses a Pool Access button,
		then dials the code assigned to the particular line
		pool.
Position,	Agent	See Agent Position.
Priority	Line	A line that has a special status in CMS. Incoming
		calls on a priority line are answered before older
		calls on nonpriority lines.

CMS Terms G-5

Image 205

AT&T 999-501-149 system manual CMS Terms G-5

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 Editing Data Using the HelpScreens 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 Action PromptMake entries in these fields as follows Answer Delay Administering Line Group Options Automatic After Force DelayCALL-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 Assigning Agent IDs Using the Agent Directory ScreenAgent 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 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 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 AFTER-CALL-WORK Available StateState CALL-WORK State LOGIN/LOGOUTSupervisory 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 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 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 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 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 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 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 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 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 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 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 Quick Reference Guide to Entering and Editing Data Prompt Using the KeysPress 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 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 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