Contents

Section 1: Introduction

How to Use the CMS Documents

Section 2: Understanding CMS

Overview

Key Concepts

A Typical CMS Application

Key Facts and Considerations

Section 3: Your 6300 WGS and CMS

Overview

Duplicating the CMS Diskette Duplicate

Installing the CMS Software

Using Your PC with CMS

Section 4: Administering CMS

Overview

Getting Started

Building or Editing Shift Configurations

Assigning Agent IDs

Administering Lines and Line Groups

Setting Options

Selecting Exceptions

Backing Up Shift Configurations

Section 5: Supervising CMS

Overview

The Administrator/ Supervisor’s Responsibilities

The Attendant Console

Startup Procedures

Making Agents Available for CMS Calls

Monitoring Call Management

Dynamic Reconfiguration

Section 6: Handling CMS Calls

Overview

The MERLIN II System Voice Terminal

Selecting a Voice Terminal for Your Agents

Programming a Voice Terminal

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AT&T 999-501-149 system manual Contents