A
Abandoned call threshold, definition of, 4-28ACW, administering, 4-13– 4-14Administration, starting, 4-3– 4-4Administrator/supervisor responsibilities, 5-3After-call-work state, 2-2,2-3,5-12,5-13Agent Directory screen, using, 4-21– 4-23Agent Exceptions, selecting, 4-38– 4-40
administer, 4-38
Agent IDs, assigning, 4-21– 4-23
Agent Login/Logout, 2-3
Agent split summary, 7-3– 7-5
cumulative, 7-5daily, 7-3
Agent splits, 2-2
Agent work states, 5-12
Agents, 2-2
Agents available for CMS calls, 5-12– 5-14Alert Exceptions, assigning, 4-33– 4-37All-Ring operation, 6-8
administration of, 4-16– 4-18Answer delay, 2-2,2-4
administering, 4-12– 4-13changing, 5-31– 5-34changing, example of, 5-32
Archiving data
generating historical reports, 8-3– 8-4restoring data collection conditions, 8-4transferring data onto diskettes, 8-1– 8-2
Assigning alerts, conditions, 4-35
Attendant Console
Auto Intercom buttons, 5-4line buttons, 5-4
types of, 5-4use of, 5-4– 5-7
using group page, 5-5– 5-6Audible alarm, definition of, 4-29Auto ACW, 2-2
Auto Intercom buttons, need for, 6-6– 6-7Automatic after-call-work, administering, 4-13– 4-14Automatic after-call-work state, 5-12,5-14Automatic call distributor, 2-2
Available state, 2-2,5-12,5-13
B
Basic programming instructions, 6-9
Build or edit a shift configuration, procedure, 4-7
C
Call flow, administering, 4-14– 4-18
Call management, 2-2,2-3
CMS
disabled, managing calls when, 9-22– 9-24starting automatically, 3-6– 3-7
startup procedures, 5-8– 5-11using your PC with, 3-9– 3-13CMS diskette, duplicating, 3-3–3-4
CMS Installation and Getting Started Guide, description of, 1-1
CMS Planning Guide, description of, 1-1CMS Release 2, enhancements, 3-1CMS reports, glossary of, G-15– G-22
types of, 7-2,7-19
CMS software, installing, 3-5– 3-8
CMS status screens, glossary of, G-8– G-14CMS System Manual, description of, 1-2– 1-3CMS terms, glossary of, G-2– G-7
CMS User’s Card, description of, 1-1CMSMGMT, deleting, 3-2CMSREM, deleting, 3-2Configuration, clearing, 4-18Configuration List screen, use of, 4-6Cover, buttons, need for, 6-7– 6-8Cumulative agent split summary, 7-5Cumulative line group report by day, 7-12Cumulative line group report by hour, 7-13Cumulative reports, generating, 7-17Cumulative split report by day, 7-7Cumulative split report by hour, 7-8Cursor, moving, 3-12
D
Daily agent split summary, 7-3
Daily line group report, 7-10
Daily split summary, 7-5
Data
editing, 3-13entering, 3-12– 3-13
entering and editing, 3-10– 3-13Data files, copying historical, 8-2Date, setting, 3-7
Delay Message Length, definition of, 4-29Diskette sizes, 3-2
Display Console, MERLIN II System, 5-7Documentation conventions, 1-3Duplicating the CMS diskette, 3-3– 3-4Dynamic reconfiguration, 5-27
E
Erasing files from the hard disk, 8-2Events Log Report, 7-14– 7-15Exceptions
agent, selecting, 4-38– 4-40alert, selecting, 4-33– 4-37definition of, 4-31
Line Group, selecting, 4-43– 4-46selecting, 4-31,4-32– 4-33Split, selecting, 4-40– 4-43
External alert checklist, 4-45
External alerts, 2-9,4-31
assigning exceptions and alerts, 4-37assigning to line buttons, 4-35changing or removing line buttons, 4-36
F
Files, deleting, 3-2
Force delay, 2-2,2-4
Force delay, administering, 4-13
Force Delay, changing, 5-34– 5-35
G
Ghost voice terminals, 6-6
H
Hardware considerations, 3-2
Help Screens, using, 3-13
