Manuals / AT&T / Communications / Telephone

AT&T 999-501-149 system manual All-Ring Config On/Off Screen

Models: 999-501-149

1 224

Download 224 pages 1.98 Kb

Page 44

Bon Voyage Travel			ADMIN CMSIIR2 10:49a 06/13

	AGENT SPLITS		LINE GROUP OPTIONS

Spilt

A g e n t

S p l i t

Pos

ID

1 PERS

16 TOM

3

CORP

17

CLIFF

19

ERNIE

21

DEB

4

SUPPT

2 3 B O B

24

SHERM

5

-

25

WALT

6

-

2 CHART

2 7

B E N

2 8 S A M

29

NORM

3 1

D I

32 CARLA

3 3

B J

35 MAX

Configuration

#1 -

DAILY

F

Flow

F

Set

F

Assign

1

Splits

2

On/Off

3

Thresh


	A g e n t						N u m A n s w e r F o r c e A u t o
	A g e n t						N u m A n s w e r F o r c e A u t o
Pos		ID			G r o u p		L i n e s	D e l a y	D e l a y	A C W
3 7		I K E			A	PUBLIC	4	5s	On	5s
39		TINA			B	SPECL	3	5s	Off	10s
40		DIANA			C	CHART	6	5s	Off	5s
4 2 R O N					D	CORP	2	5s	On	5s
43 NANCY



							CALL FLOW
									F l o w	A l l
					S p l i t s I n t r a S p l T h r e s h R i n g
		Grp		Main		Sec	Flow	1	10s	Off
			A	1		3	On	2	5s	Off
			B	1		3	O n	3	3 0 s	O f f
			C	2		4	On	4	3 0 s	O f f
			D	3		-	Off	5	3 0 s	O f f
								6	3 0 s	O f f


									F10 –	Help
F	All-Ring						F	Config
5	On/Off						7	Screen

HOW INTRAFLOW WORKS This example assumes there are main and secondary splits assigned to the Iine group and no agent is available in the main split. If an agent becomes available at any step, CMS immediately transfers the canto that agent.

If a call comes in and no agent— is available in the main split, the call is treated as follows:

1The call continues to ring for the answer delay interval you have established.

2CMS answers the call and connects it to the voice announcement unit for a delay message.

3The call is put on hold (or connected to Music-on-Hold) and is added to the waiting calls in the main split.

4The call is intraflowed (sent) to an agent in the secondary split if all of the following conditions are met:

The call is the oldest call eligible for intraflow into the secondary split.

The amount of time the call has waited (that is, from the time the call started ringing until now) has exceeded the intraflow threshold for the main split.

There is no available agent in the main split.

There is an available agent in the secondary split.

The oldest waiting call in the secondary split has not waited longer than the intraflow threshold for the secondary split.

Building or Editing Shift Configurations 4-15

Image 44

AT&T 999-501-149 system manual All-Ring Config On/Off Screen

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 DataScreens Using the HelpEditing Data 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 Make entries in these fields as follows PromptAction Administering Line Group Options Answer DelayCALL-WORK ACW Force DelayAutomatic After 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 ConfigurationAgent Directory Using the Agent Directory ScreenAssigning Agent IDs 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 F6 labeled Next Field to keep the current value ExceptionType on or off to turn this exception on or off. Press 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 RequirementsState Available StateAFTER-CALL-WORK Supervisory LOGIN/LOGOUTCALL-WORK State 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 TerminalPooled System Selecting a Voice Terminal for Your AgentsLine Buttons Auto Intercom Buttons Manual Signaling and Auto Intercom ButtonsSquare System 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 a Person in the Merlin II System Transferring Calls to Another SplitTouch Transfer Agent is automatically connected to the incoming call Transferring Calls with Voice AnnouncementTouch Transfer Touch Intercom-Voice 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 M M a R Y Agent Split SummaryDaily Agent Split Additional Data Daily ACD CallsOther Daily Calls Daily Split Summary Split ReportCumulative Agent 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 usesErasing Files from the Hard Disk Copying the System Tables FileCopying Historical Data Files Copying the Historical Data Files Saving the Current System TablesCopying the Historical System Tables 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 Management System Installation and Getting Started Guide for the callCMS in the Merlin II Comunications System What to do System ErrorsWhat They Mean 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 F10Press Prompt Using the KeysQuick Reference Guide to Entering and Editing Data 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 Line Group Information CMS Status ScreensSystem Status Screen 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