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AT&T 999-501-149 system manual SET the Time

Models: 999-501-149

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SET THE TIME	To check or change the time on your PC, do as follows:
	1	When the C> prompt appears, type
		time
		and press [	↵	] . The following message appears on your screen:
		Current time is 0:01:30.00
		Enter new time:
	2	If the time is correct, press [ ↵ ] .

If the time is incorrect, type in the correct hour and minute (for example, 9:03 ) and press [ ↵ ] . MS-DOS works on the basis of a 24-hour clock, so if you want to enter the time as 2:30 p.m. you must type 14:30.

MS-DOS keeps track of the seconds and hundredths of seconds for you.

3-8Installing the CMS Software

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AT&T 999-501-149 system manual SET the Time

Contents

Merlin lI 1988 AT&T Issue All Rights Reserved Contents Generating Reports How to Use the CMS Documents CMS USER’S CardWhat’s in This Manual Documentation Conventions This italic typeface represents a Merlin II system responseOverview Key Concepts Key Concepts 4Key Concepts Typical CMS Application Bon Voyage Travel’s CMS Special Line Group6A Typical CMS Application CMS and Other BusinessesKey Facts and Considerations Merlin II System Installation and Administration Manual Line Group and AgentSplit Considerations External AlertsCMS Enhancements Software Considerations Hardware ConsiderationsDuplicating the CMS Diskette Duplicate Duplicating the CMS Diskette4Duplicating the CMS Diskette Duplicate Installing the CMS Software Installing the SoftwareStarting the CMS Program Automatically Setting the Time and Date SET the DateSET the Time Using Your PC with CMS Agent Splits10Using Your PC with CMS Entering and Editing DataEntering Data AT Prompts Line Group OptionsCall Flow ACWPress To move Entering DataUsing the Help Editing DataScreens Administration Menu Select Administration FunctionA map of CMS administration screens Start Administering CMS Getting StartedMain Menu CMS4Getting Started Building or Editing Shift Configurations Line group Main split Secondary splitConfigurations Stored Shift ConfigurationsUSE the Stored Shift ScreenEditing a Shift Configuration ConfigurationAgent Splits Line Group Options Administering Splits Suppt10Building or Editing Shift Configurations Prompt ActionMake entries in these fields as follows Administering Line Group Options Answer DelayForce Delay Automatic AfterCALL-WORK ACW Administering Call Flow 14Building or Editing Shift ConfigurationsAll-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 ScreensRenaming a Shift Configuration Selecting a Startup ConfigurationUsing the Agent Directory Screen Assigning Agent IDsAgent Directory 22Assigning Agent IDs Assigning Agent IDs Administering Lines and Line Groups 24Administering Lines and Line GroupsAdminister Lines and Groups Administer Lines and Line Groups26Administering Lines and Line Groups Prompt Change Priority Line ID Setting Options Service Level Limit Abandoned Call ThresholdAudible Alarm SET OptionsZET Options Selecting Exceptions Exception Settings Instructions for Selecting ExceptionsAssigning External Alerts to Exceptions 34Selecting Exceptions Selecting Exceptions Changing or Removing Line Button Assignments Oldest Call ON/OFF? Selecting Agent Exceptions 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 External Alert Checklist Summary Checklist46Selecting Exceptions Backing Up Shift Configurations Copy Shift Configurations48Backing Up Shift Configurations Overview Map of the screens for call management Administator/Supervisors Responsibilities Attendant Console Line Buttons Auto Intercom ButtonsGroup Touch Intercom-Voice6The Attendant Console Merlin II System Display Console Startup Procedures 8Startup ProceduresStartup Procedures Initialization Complete ... Ready for Input Startup Procedures Making Agents Available for CMS Calls Agents VoiceTerminal Button RequirementsAvailable State AFTER-CALL-WORKState LOGIN/LOGOUT CALL-WORK StateSupervisory Using the System Status Screen Monitoring Call ManagementSystem Status Line Group Information Split InformationMonitoring Call Management Key to System Status Data Line Group Information Split InformationCurrent Status of Agents and of Waiting Calls Record of Calls Received during Current How’Using the Split Status Screens Split Status Information Split 1 Pers20Monitoring Call Management Key to Split Status Data Agent StatusIndividual Agents Agent Summary LineUsing the Line Status Screen Split StatusCall Flow Line StatusChange Priority Line ID Key to Line Status Data Line StatusLine Group Summary LineUsing the Events Log Screen Time Date Event26Monitoring Call Management Dynamic Reconfiguration Reconfiguration Beginning DynamicReconfiguring Splits F2 Remove Agent Changing Answer Delay, Force Delay, or Auto ACW Example PersPrompt 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 exampleTo 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 ADMINISTRATOR’S Day-to-Day Operation of CMSActivities AT BON Voyage Travel48Day-to-Day Operation of CMS Overview Merlin II System Voice Terminal Analog Voice TerminalAT&T BIS-10Digital Voice Terminal 7406 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 Programming a Voice Terminal Basic ProgrammingInstructions Merlin II System ManualProgramming Feature name Code Programming Feature name CodesAnnouncing Availability for CMS Calls Available and ACW ButtonsCMS work state Available button light ACW button light For AvailableTouch Available Light next to Available goes onAfter-Call-Work State Light next to ACW goes onWith the previous CMS call Using Merlin II System Features with CMS Agent is automatically connected to the CMS callLights Line status Placing Intercom CallsManual Signaling Buttons Touch Intercom-RingTouch Intercom-Ring or Intercom-Voice Touch ConferenceAuto 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 Types of Ringing SoundsType of call Sound of ring ProgrammingTouch Select Ring You hear the voice terminal’s current ringRinging Options Red light next to Line button goes offOverview 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 ACD Calls Typical Daily Split Report appears belowTypes of CMS Reports Cumulative Split Report by Hour Typical Cumulative Split Report By Day appears belowTypical Cumulative Split Report by Hour appears below Line Group Report Group D CorpACD Calls Other Calls Additional Data for Daily CallsCumulative Line Group Report by DAYCumulative Line Group Report by Hour Events Log Report Types of CMS Reports How to Generate Reports Report MenuHow to Generate Reports Print Split ReportSummary on Generating Individual Reports Print Split ReportsGenerating Events Log Report Transferring Historical Data Onto Diskettes Shows the locations of the directories and files CMS usesCopying 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 Data Collection Conditions Generating ReportsErasing the Historical Data from the Hard Disk Restoring the Current System TablesOverview Startup Problems Error MessagesERROR-No Lines in CMS. Administer Lines Possible cause Corrective actionERROR-No Configuration Found. Administer System ERROR-CMS Card Faulty or Not Found. CMS Cannot Manage CallsDescribed in the lnstallation and Getting Started Guide for the Call ManagementERROR-CU 1 Faulty or Disconnected. CMS Cannot Manage Calls Communications System with Feature ModuleInstallation and Administration Manual Status lndicator CU 1 flashingStatus Indicator CU 6Startup Problems Possible cause Status Indicator LoStorage Status Indicator NoStorageStatus Indicator MSG DataStatus Indicator Don’tPrtSc Call Management Problems Status Indicator CU 1 flashingCall 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 Printer Problems Status Indicator Don‘tPrtScReport 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 doPooled System Button Access Pooled System Dial Access24Managing Calls if CMS is Disabled Overview Quick Reference Guide to Your PC Keyboard F9 F10Prompt Using the Keys Quick Reference Guide to Entering and Editing DataPress Do this Quick Reference Guide to Dynamic Reconfiguration Configure SplitsMap of Screens for CMS Administration Map of Screens for CMS AdministrationMap of Screens for Call Management NameOverview G-1 CMS Terms ACDCMS 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 CMS Reports Daily Agent Split SummaryACD Calls Avg After Call Cumulative Agent Split Summary Daily Split ReportOther Calls Cumulative Split Report By Day or Hour Daily Line Group Report XFR CallsBUSlEST Hours Cumulative Line Group Report by day or hour Index CMS2Index