AT&T 999-501-149 system manual How to Use the CMS Documents, CMS USER’S Card

How to Use the CMS Documents

The Call Management System (CMS) is the automatic call distributor (ACD) for the MERLIN® II Communications System with Feature Module 2. The CMS component of the MERLIN II system answers calls and connects them to available agents. When there’s more than one agent available for a call, CMS connects the call to the agent who has been idle the longest. If no agent is available, CMS connects the call to a delay message and then places the call on hold until an agent becomes available.

It’s important that your MERLIN II system be administered to work smoothly with CMS and that the CMS options and parameters are set to meet your call management needs. The explanations and instructions in each of the documents discussed in the following paragraphs can contribute to a fully integrated CMS/MERLIN II system. Take a few minutes now to review these documents and plan how to use them to get your system up and running quickly and efficiently.

Then, as you observe how CMS manages your incoming call traffic day to day, you can use the documents to fine-tune the system for more efficient call management and more useful call-management reports.

CMS PLANNING GUIDE You should have received The MERLIN II Communications System Planning Guide for the Call Management System when you ordered your CMS. This guide, used in conjunction with the MERLIN II System Planning Guide, shows you how to plan a fully integrated CMS/MERLIN II system oriented to the way your business operates.

The CMS Planning Guide includes forms for recording the decisions you make during planning. A complete set of CMS and MERLIN II system planning forms will help insure a trouble-free system installation and administration.

If you don ‘t have a completed set of planning forms at this point, the CMS Planning

Guide is the place to start.

CMS INSTALLATION AND The MERLIN II Communications System Installation and Getting Started Guide for

GETTING STARTED GUIDE the Call Management System comes packaged with the system manual. For the

	CMS supervisor with a fully installed CMS/MERLIN II system and a set of
	completed planning forms, this guide is the place to begin. It moves rapidly
	through checklists of planning, hardware installation, and the operating
	system that must be instaIled on the hard disk of either the AT&T Personal
	Computer 6300 or AT&T Personal Computer 6300 WGS (Work Group Station)
	that runs the CMS software. Then it tells you how to install the CMS
	program on the hard disk and get a shift configuration up and running. It
	shows you how to enter and edit data in response to prompts on the screens.
	It also shows you how to monitor the system as you decide how to fine-tune
	it to meet your call management needs.
	Once you have a shift configuration up and running, keep the Installation
	and Getting Started Guide in the CMS binder for future reference.
CMS USER’S CARD	Copies of MERLIN II Communications System User’s Card for the Call Management
	System comes packaged with the system manual. The User’s Card is a handy
	reference for programming and using the MERLIN II system features you’ll
	use most often with CMS. Each CMS supervisor and agent should have one
	of these cards.

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