Overview | AT&T 999-501-149 specs

Overview

The Call Management System for the MERLIN II Communications System with Feature Module 2 is a powerful tool for managing your incoming calls. With CMS, you can handle calls efficiently, distribute the workload equally among your agents, and collect data on call traffic and call handling performance.

This section includes information that is basic to understanding CMS and using this manual effectively. It is organized as follows:

●Key Concepts explains important CMS terms.

●A Typical CMS Application describes how Bon Voyage Travel, a hypothetical business, uses CMS to manage its incoming call traffic. This example reappears elsewhere in this manual and other CMS documents to illustrate CMS concepts.

●Key Facts and Considerations provides a checklist for referencing important information regarding CMS installation, administration, and operation.

Overview 2-1

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AT&T 999-501-149 system manual Overview

Contents

Merlin lI 1988 AT&T Issue All Rights Reserved Contents Generating Reports How to Use the CMS Documents CMS USER’S Card What’s in This Manual Documentation Conventions This italic typeface represents a Merlin II system response Overview Key Concepts Key Concepts 4Key Concepts Typical CMS Application Bon Voyage Travel’s CMS Special Line Group 6A Typical CMS Application CMS and Other Businesses Key Facts and Considerations Merlin II System Installation and Administration Manual Line Group and AgentSplit Considerations External Alerts CMS Enhancements Software Considerations Hardware Considerations Duplicating the CMS Diskette Duplicate Duplicating the CMS Diskette 4Duplicating the CMS Diskette Duplicate Installing the CMS Software Installing the Software Starting the CMS Program Automatically Setting the Time and Date SET the Date SET the Time Using Your PC with CMS Agent Splits 10Using Your PC with CMS Entering and Editing Data Entering Data AT Prompts Line Group OptionsCall Flow ACW Press To move Entering Data Screens Using the HelpEditing Data Administration Menu Select Administration Function A map of CMS administration screens Start Administering CMS Getting StartedMain Menu CMS 4Getting Started Building or Editing Shift Configurations Line group Main split Secondary split Configurations Stored Shift ConfigurationsUSE the Stored Shift Screen Editing a Shift Configuration Configuration Agent Splits Line Group Options Administering Splits Suppt 10Building or Editing Shift Configurations Make entries in these fields as follows PromptAction Administering Line Group Options Answer Delay CALL-WORK ACW Force DelayAutomatic After Administering Call Flow 14Building or Editing Shift Configurations All-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 Screens Renaming a Shift Configuration Selecting a Startup Configuration Agent Directory Using the Agent Directory ScreenAssigning Agent IDs 22Assigning Agent IDs Assigning Agent IDs Administering Lines and Line Groups 24Administering Lines and Line Groups Administer Lines and Groups Administer Lines and Line Groups 26Administering Lines and Line Groups Prompt Change Priority Line ID Setting Options Service Level Limit Abandoned Call Threshold Audible Alarm SET Options ZET Options Selecting Exceptions Exception Settings Instructions for Selecting Exceptions Assigning External Alerts to Exceptions 34Selecting Exceptions Selecting Exceptions Changing or Removing Line Button Assignments Oldest Call ON/OFF? Selecting Agent Exceptions Exceptions Talk 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 Checklist 46Selecting Exceptions Backing Up Shift Configurations Copy Shift Configurations 48Backing Up Shift Configurations Overview Map of the screens for call management Administator/Supervisors Responsibilities Attendant Console Line Buttons Auto Intercom Buttons Group Touch Intercom-Voice 6The Attendant Console Merlin II System Display Console Startup Procedures 8Startup Procedures Startup Procedures Initialization Complete ... Ready for Input Startup Procedures Making Agents Available for CMS Calls Agents VoiceTerminal Button Requirements State Available StateAFTER-CALL-WORK Supervisory LOGIN/LOGOUTCALL-WORK State Using the System Status Screen Monitoring Call Management System Status Line Group Information Split Information Monitoring 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 Pers 20Monitoring Call Management Key to Split Status Data Agent StatusIndividual Agents Agent Summary Line Using the Line Status Screen Split StatusCall Flow Line Status Change Priority Line ID Key to Line Status Data Line StatusLine Group Summary Line Using the Events Log Screen Time Date Event 26Monitoring Call Management Dynamic Reconfiguration Reconfiguration Beginning Dynamic Reconfiguring Splits F2 Remove Agent Changing Answer Delay, Force Delay, or Auto ACW Example Pers Prompt 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 example To 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 Travel 48Day-to-Day Operation of CMS Overview Merlin II System Voice Terminal Analog Voice Terminal AT&T BIS-10 Digital Voice Terminal 7406 Digital Voice Terminal Pooled 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 Manual Programming Feature name Code Programming Feature name Codes Announcing Availability for CMS Calls Available and ACW ButtonsCMS work state Available button light ACW button light For Available Touch Available Light next to Available goes onAfter-Call-Work State Light next to ACW goes on With the previous CMS call Using Merlin II System Features with CMS Agent is automatically connected to the CMS call Lights Line status Placing Intercom Calls Manual Signaling Buttons Touch Intercom-RingTouch Intercom-Ring or Intercom-Voice Touch Conference Auto 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 Programming Touch Select Ring You hear the voice terminal’s current ringRinging Options Red light next to Line button goes off Overview 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 below Types of CMS Reports Cumulative Split Report by Hour Typical Cumulative Split Report By Day appears below Typical Cumulative Split Report by Hour appears below Line Group Report Group D Corp ACD Calls Other Calls Additional Data for Daily CallsCumulative Line Group Report by DAY Cumulative Line Group Report by Hour Events Log Report Types of CMS Reports How to Generate Reports Report Menu How to Generate Reports Print Split Report Summary on Generating Individual Reports Print Split Reports Generating Events Log Report Transferring Historical Data Onto Diskettes Shows the locations of the directories and files CMS uses Erasing 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 Tables Overview Startup Problems Error MessagesERROR-No Lines in CMS. Administer Lines Possible cause Corrective action ERROR-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 Management ERROR-CU 1 Faulty or Disconnected. CMS Cannot Manage Calls Communications System with Feature ModuleInstallation and Administration Manual Status lndicator CU 1 flashing Status Indicator CU 6Startup Problems Possible cause Status Indicator LoStorage Status Indicator NoStorageStatus Indicator MSG Data Status Indicator Don’tPrtSc Call Management Problems Status Indicator CU 1 flashing Call 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‘tPrtSc Report 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 do Pooled System Button Access Pooled System Dial Access 24Managing Calls if CMS is Disabled Overview Quick Reference Guide to Your PC Keyboard F9 F10 Press Prompt Using the KeysQuick Reference Guide to Entering and Editing Data Do this Quick Reference Guide to Dynamic Reconfiguration Configure Splits Map of Screens for CMS Administration Map of Screens for CMS Administration Map of Screens for Call Management Name Overview G-1 CMS Terms ACD CMS 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 Summary ACD Calls Avg After Call Cumulative Agent Split Summary Daily Split Report Other Calls Cumulative Split Report By Day or Hour Daily Line Group Report XFR Calls BUSlEST Hours Cumulative Line Group Report by day or hour Index CMS 2Index