I
Intraflow, 2-2
example of, 4-15– 4-16Intraflow threshold, 2-2,2-4
L
Line buttons, need for, 6-5– 6-6
Line Group Exceptions, selecting, 4-43 - 4-45administering, 4-44
Line Group Report, 7-10 – 7-13cumulative by day, 7-12cumulative by hour, 7-13daily, 7-10
Line groups, 2-2
Lines and Line Groups, administering, 4-24 – 4-27Logged out state, 2-2,5-12 – 5-13
M
Main splits, 2-2
Manual Signaling, buttons, 6-6need for (begin), 6-7
Map of CMS screens, 5-2
Monitoring call management, 5-15 – 5-26
0
Options, setting, 4-28 – 4-30
P
Priority lines, 2-2,2-4
R
Report
Agent Split Summary, 7-3 – 7-5
Events Log, 7-14 – 7-15
Line Group, 7-10– 7-13
Split, 7-5– 7-9
Reports, how to generate, 7-16 – 7-19exiting from, 7-19
S
Screen
Events Log, 5-15
Events Log, using, 5-25– 5-26
Line Status, 5-15
Line Status, key to, 5-24
Line Status, using, 5-22- 5-23
Split Status, 5-15
Split Status, key to, 5-21 – 5-22
Split Status, using, 5-19– 5-20
System Status, 5-15
System Status, key to, 5-18
System Status, using, 5-15– 5-17
Screen formats, 3-9– 3-10error line, 3-10function keys, 3-10ID line, 3-9information area, 3-9prompt line, 3-10
Screens for call management, map of, 10-7Screens for CMS administration, map of, 10-6Service level limit, definition of, 4-28Setting the Time and Date, 3-7 – 3-8
Shift configuration copy procedure, 4-47definition of, 4-5editing, 4-7 – 4-9renaming, 4-20saving changed, 4-19
Shift configurations, 2-2backing up, 4-47– 4-48
Software, installing, 3-5– 3-8
Software considerations, 3-2
Split, main 2-2
Split Exceptions, administering, 4-41selecting, 4-40– 4-43
Split Report, 7-5– 7-9,7-13
Split Report, cumulative by day, 7-7Split Report, cumulative by hour, 7-8Split Summary, daily, 7-5
Splits
administering, 4-9– 4-12reconfiguring, 5-29– 5-31secondary 2-2
Starting CMS automatically, 3-6 – 3-7Startup Configuration, selecting, 4-20Startup procedures, 5-8 – 5-11Supervisory Login/Logout, 2-2,5-14,5-19System tables file, copying, 8-2
T
Time, setting, 3-8
Troubleshooting
Agent problems, 9-19– 9-21
Alert problems, 9-16
Call management problems, 9-10 – 9-13Error messages, 9-2– 9-5
Printer problems, 9-17– 9-18
Startup problems, 9-2- 9-9
System errors, 9-14
Voice announcement unit problems, 9-15Warning messages, 9-5– 9-9
U
Upgrade information, 3-1
V
Voice terminal
analog, features of, 6-2– 6-3digital, features of, 6-4– 6-5programming, 6-9– 6-10selecting for agents, 6-5– 6-8types of, 6-2
