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AT&T 999-501-149 system manual CMS Terms G-7

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Shift Configuration

An arrangement of CMS line groups and agent splits that, when activated, determines how CMS calls are routed to agents. CMS allows you to define as many as six different shift Configurations.

Split, Agent	See Agent Split.
Supervisory	A feature that allows a supervisor to change an
Login/Logout	agent’s work status (Available/ACW/Logged out)
	from the CMS PC via the Split Status screen. This
	can be done at any time during call management.
	It takes effect immediately, unless an agent is on
	an ACD call. When the call is complete, the new
	status goes into effect.
Transfer-to-	A feature that allows an agent to transfer calls to
Split	another split by pressing a button on his or her
	voice terminal. All voice terminals in the other
	split will ring. Agents in the other split pick up
	the call using the MERLIN II system Cover button
	feature.
Transfer Return	The number of times a transferred call rings before
Interval	returning to the voice terminal from which it was
	transferred.

CMS Terms G-7

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AT&T 999-501-149 system manual CMS Terms G-7

Contents

Merlin lI 1988 AT&T Issue All Rights Reserved Contents Generating Reports CMS USER’S Card How to Use the CMS DocumentsWhat’s in This Manual This italic typeface represents a Merlin II system response Documentation ConventionsOverview Key Concepts Key Concepts 4Key Concepts Bon Voyage Travel’s CMS Special Line Group Typical CMS Application6A Typical CMS Application Businesses CMS and OtherKey Facts and Considerations External Alerts Merlin II System Installation and Administration ManualLine Group and Agent Split ConsiderationsCMS Enhancements Hardware Considerations Software ConsiderationsDuplicating the CMS Diskette Duplicating the CMS Diskette Duplicate4Duplicating the CMS Diskette Duplicate Installing the Software Installing the CMS SoftwareStarting the CMS Program Automatically SET the Date Setting the Time and DateSET the Time Agent Splits Using Your PC with CMSEntering and Editing Data 10Using Your PC with CMSACW Entering Data AT PromptsLine Group Options Call FlowEntering Data Press To moveUsing the Help Editing DataScreens Select Administration Function Administration MenuA map of CMS administration screens CMS Start Administering CMSGetting Started Main Menu4Getting Started Line group Main split Secondary split Building or Editing Shift ConfigurationsScreen ConfigurationsStored Shift Configurations USE the Stored ShiftConfiguration Editing a Shift ConfigurationAgent Splits Line Group Options Suppt Administering Splits10Building or Editing Shift Configurations Prompt ActionMake entries in these fields as follows Answer Delay Administering Line Group OptionsForce Delay Automatic AfterCALL-WORK ACW 14Building or Editing Shift Configurations Administering Call FlowAll-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 ConfigurationSelecting a Startup Configuration Renaming a Shift ConfigurationUsing the Agent Directory Screen Assigning Agent IDsAgent Directory 22Assigning Agent IDs Assigning Agent IDs 24Administering Lines and Line Groups Administering Lines and Line GroupsAdminister Lines and Line Groups Administer Lines and Groups26Administering Lines and Line Groups Prompt Change Priority Line ID Service Level Limit Abandoned Call Threshold Setting OptionsSET Options Audible AlarmZET Options Selecting Exceptions Instructions for Selecting Exceptions Exception SettingsAssigning External Alerts to Exceptions 34Selecting Exceptions Selecting Exceptions Changing or Removing Line Button Assignments Oldest Call ON/OFF? Exceptions Selecting Agent ExceptionsTalk 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 Checklist46Selecting Exceptions Copy Shift Configurations Backing Up Shift Configurations48Backing Up Shift Configurations Overview Map of the screens for call management Administator/Supervisors Responsibilities Line Buttons Auto Intercom Buttons Attendant ConsoleTouch Intercom-Voice Group6The Attendant Console Merlin II System Display Console 8Startup Procedures Startup ProceduresStartup Procedures Initialization Complete ... Ready for Input Startup Procedures Requirements Making Agents Available for CMS CallsAgents Voice Terminal ButtonAvailable State AFTER-CALL-WORKState LOGIN/LOGOUT CALL-WORK StateSupervisory Monitoring Call Management Using the System Status ScreenSplit Information System Status Line Group InformationMonitoring Call Management Record of Calls Received during Current How’ Key to System Status DataLine Group Information Split Information Current Status of Agents and of Waiting CallsSplit Status Information Split 1 Pers Using the Split Status Screens20Monitoring Call Management Agent Summary Line Key to Split Status DataAgent Status Individual AgentsLine Status Using the Line Status ScreenSplit Status Call FlowChange Priority Line ID Line Key to Line Status DataLine Status Line Group SummaryTime Date Event Using the Events Log Screen26Monitoring Call Management Dynamic Reconfiguration Beginning Dynamic ReconfigurationReconfiguring Splits F2 Remove Agent Changing Answer Delay, Force Delay, or Auto ACW Pers ExamplePrompt 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 ACWTo 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 Voyage Travel ADMINISTRATOR’SDay-to-Day Operation of CMS Activities AT BON48Day-to-Day Operation of CMS Overview Analog Voice Terminal Merlin II System Voice TerminalBIS-10 AT&T7406 Digital Voice Terminal Digital Voice TerminalSelecting 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 Merlin II System Manual Programming a Voice TerminalBasic Programming InstructionsProgramming Feature name Codes Programming Feature name CodeFor Available Announcing Availability for CMS CallsAvailable and ACW Buttons CMS work state Available button light ACW button lightLight next to ACW goes on Touch AvailableLight next to Available goes on After-Call-Work StateWith the previous CMS call Agent is automatically connected to the CMS call Using Merlin II System Features with CMSPlacing Intercom Calls Lights Line statusTouch Conference Manual Signaling ButtonsTouch Intercom-Ring Touch Intercom-Ring or Intercom-VoiceAuto 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 Programming Types of RingingSounds Type of call Sound of ringRed light next to Line button goes off Touch Select RingYou hear the voice terminal’s current ring Ringing OptionsOverview 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 CallsTypes of CMS Reports Typical Cumulative Split Report By Day appears below Cumulative Split Report by HourTypical Cumulative Split Report by Hour appears below Group D Corp Line Group ReportACD Calls Other Calls Report by DAY Additional Data forDaily Calls Cumulative Line GroupCumulative Line Group Report by Hour Events Log Report Types of CMS Reports Report Menu How to Generate ReportsPrint Split Report How to Generate ReportsPrint Split Reports Summary on Generating Individual ReportsGenerating Events Log Report Shows the locations of the directories and files CMS uses Transferring Historical Data Onto DiskettesCopying 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 Restoring the Current System Tables Restoring Data Collection ConditionsGenerating Reports Erasing the Historical Data from the Hard DiskOverview Possible cause Corrective action Startup ProblemsError Messages ERROR-No Lines in CMS. Administer LinesStarted Guide for the Call Management ERROR-No Configuration Found. Administer SystemERROR-CMS Card Faulty or Not Found. CMS Cannot Manage Calls Described in the lnstallation and GettingStatus lndicator CU 1 flashing ERROR-CU 1 Faulty or Disconnected. CMS Cannot Manage CallsCommunications System with Feature Module Installation and Administration ManualStatus Indicator CU 6Startup Problems Possible cause Data Status Indicator LoStorageStatus Indicator NoStorage Status Indicator MSGStatus Indicator Don’tPrtSc Status Indicator CU 1 flashing Call Management ProblemsCall 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 ProblemsReport 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 DisabledPooled System Dial Access Pooled System Button Access24Managing Calls if CMS is Disabled Overview F9 F10 Quick Reference Guide to Your PC KeyboardPrompt Using the Keys Quick Reference Guide to Entering and Editing DataPress Do this Configure Splits Quick Reference Guide to Dynamic ReconfigurationMap of Screens for CMS Administration Map of Screens for CMS AdministrationName Map of Screens for Call ManagementOverview G-1 ACD CMS TermsCMS 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 ReportsACD Calls Avg After Call Daily Split Report Cumulative Agent Split SummaryOther Calls Cumulative Split Report By Day or Hour XFR Calls Daily Line Group ReportBUSlEST Hours Cumulative Line Group Report by day or hour CMS Index2Index