CALL-WORK State, Supervisory, Login/Logout | AT&T 999-501-149

AUTOMATIC AFTER-	An agent receiving a call from a line group with automatic ACW does not
CALL-WORK STATE	have to touch the ACW button to announce unavailability upon completion of
	a call. The agent has a set period of time that was administered for the
	agent’s line group for finishing paperwork connected with the previous CMS
	call. This hands-free operation allows an agent the option of using a headset
	adapter.
	●	When the specified time for the automatic ACW has passed, the light next
		to the ACW button goes off and the light next to the Available button
		turns on. The agent is made available automatically for the next incoming
		call.
	●	If an agent is finished with the paperwork before the specified time has
		elapsed, the agent can touch Available on the voice terminal, which turns
		on the light next to the button.
	●	To enter the logged out state, an agent can turn off the light next to the
		ACW button by touching ACW,
SUPERVISORY	The supervisor can use the Split Status screens on the CMS PC to place
LOGIN/LOGOUT	agents in either the available, ACW, or logged out work status. See “Using
	the Split Status Screens” later in this section.

5-14Making Agents Available for CMS Calls

Image 91

AT&T 999-501-149 system manual CALL-WORK State, Supervisory, Login/Logout

Contents

Merlin lI 1988 AT&T Issue All Rights Reserved Contents Generating Reports CMS USER’S Card How to Use the CMS Documents What’s in This Manual This italic typeface represents a Merlin II system response Documentation Conventions Overview Key Concepts Key Concepts 4Key Concepts Bon Voyage Travel’s CMS Special Line Group Typical CMS Application 6A Typical CMS Application Businesses CMS and Other Key Facts and Considerations External Alerts Merlin II System Installation and Administration ManualLine Group and Agent Split Considerations CMS Enhancements Hardware Considerations Software Considerations Duplicating the CMS Diskette Duplicating the CMS Diskette Duplicate 4Duplicating the CMS Diskette Duplicate Installing the Software Installing the CMS Software Starting the CMS Program Automatically SET the Date Setting the Time and Date SET the Time Agent Splits Using Your PC with CMS Entering and Editing Data 10Using Your PC with CMS ACW Entering Data AT PromptsLine Group Options Call Flow Entering Data Press To move Editing Data Using the HelpScreens Select Administration Function Administration Menu A map of CMS administration screens CMS Start Administering CMSGetting Started Main Menu 4Getting Started Line group Main split Secondary split Building or Editing Shift Configurations Screen ConfigurationsStored Shift Configurations USE the Stored Shift Configuration Editing a Shift Configuration Agent Splits Line Group Options Suppt Administering Splits 10Building or Editing Shift Configurations Action PromptMake entries in these fields as follows Answer Delay Administering Line Group Options Automatic After Force DelayCALL-WORK ACW 14Building or Editing Shift Configurations Administering Call Flow All-Ring Config On/Off Screen Administer Call Flow or ALL-RING Operation Prompt SET Intraflow Threshold Split # Threshold seconds Clearing a Configuration Returning to Other Screens Saving an Edited Changed Configuration Selecting a Startup Configuration Renaming a Shift Configuration Assigning Agent IDs Using the Agent Directory ScreenAgent Directory 22Assigning Agent IDs Assigning Agent IDs 24Administering Lines and Line Groups Administering Lines and Line Groups Administer Lines and Line Groups Administer Lines and Groups 26Administering Lines and Line Groups Prompt Change Priority Line ID Service Level Limit Abandoned Call Threshold Setting Options SET Options Audible Alarm ZET Options Selecting Exceptions Instructions for Selecting Exceptions Exception Settings Assigning External Alerts to Exceptions 34Selecting Exceptions Selecting Exceptions Changing or Removing Line Button Assignments Oldest Call ON/OFF? Exceptions Selecting Agent Exceptions Talk Time Selecting Split Exceptions Type on or off to turn this exception on or off. Press ExceptionF6 labeled Next Field to keep the current value 42Selecting Exceptions Selecting Line Group Exceptions Administer a Line Group Exception Summary Checklist External Alert Checklist 46Selecting Exceptions Copy Shift Configurations Backing Up Shift Configurations 48Backing Up Shift Configurations Overview Map of the screens for call management Administator/Supervisors Responsibilities Line Buttons Auto Intercom Buttons Attendant Console Touch Intercom-Voice Group 6The Attendant Console Merlin II System Display Console 8Startup Procedures Startup Procedures Startup Procedures Initialization Complete ... Ready for Input Startup Procedures Requirements Making Agents Available for CMS CallsAgents Voice Terminal Button AFTER-CALL-WORK Available StateState CALL-WORK State LOGIN/LOGOUTSupervisory Monitoring Call Management Using the System Status Screen Split Information System Status Line Group Information Monitoring Call Management Record of Calls Received during Current How’ Key to System Status DataLine Group Information Split Information Current Status of Agents and of Waiting Calls Split Status Information Split 1 Pers Using the Split Status Screens 20Monitoring Call Management Agent Summary Line Key to Split Status DataAgent Status Individual Agents Line Status Using the Line Status ScreenSplit Status Call Flow Change Priority Line ID Line Key to Line Status DataLine Status Line Group Summary Time Date Event Using the Events Log Screen 26Monitoring Call Management Dynamic Reconfiguration Beginning Dynamic Reconfiguration Reconfiguring Splits F2 Remove Agent Changing Answer Delay, Force Delay, or Auto ACW Pers Example Prompt Answer Delay Group Letter How Many Seconds Connect directly to the message Answer Force T o E l a y Delay 36Dynamic Reconfiguration Bottom of the screen. Refer to the following example Automatic ACW 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 Voyage Travel ADMINISTRATOR’SDay-to-Day Operation of CMS Activities AT BON 48Day-to-Day Operation of CMS Overview Analog Voice Terminal Merlin II System Voice Terminal BIS-10 AT&T 7406 Digital Voice Terminal Digital Voice Terminal Line Buttons Selecting a Voice Terminal for Your AgentsPooled System Square System Manual Signaling and Auto Intercom ButtonsAuto Intercom Buttons Manual Signaling 6Selecting a Voice Terminal for Your Agents Merlin II System Manual Programming a Voice TerminalBasic Programming Instructions Programming Feature name Codes Programming Feature name Code For Available Announcing Availability for CMS CallsAvailable and ACW Buttons CMS work state Available button light ACW button light Light next to ACW goes on Touch AvailableLight next to Available goes on After-Call-Work State With the previous CMS call Agent is automatically connected to the CMS call Using Merlin II System Features with CMS Placing Intercom Calls Lights Line status Touch Conference Manual Signaling ButtonsTouch Intercom-Ring Touch Intercom-Ring or Intercom-Voice Auto Intercom Buttons Touch Transfer Transferring Calls to Another SplitTransferring Calls to a Person in the Merlin II System Touch Transfer Touch Intercom-Voice Transferring Calls with Voice AnnouncementAgent is automatically connected to the incoming call Programming Types of RingingSounds Type of call Sound of ring Red light next to Line button goes off Touch Select RingYou hear the voice terminal’s current ring Ringing Options Overview Types of CMS Reports Daily Agent Split Agent Split SummaryM M a R Y Other Daily Calls Daily ACD CallsAdditional Data Cumulative Agent Split Summary Split ReportDaily Split Summary Typical Daily Split Report appears below ACD Calls Types of CMS Reports Typical Cumulative Split Report By Day appears below Cumulative Split Report by Hour Typical Cumulative Split Report by Hour appears below Group D Corp Line Group Report ACD Calls Other Calls Report by DAY Additional Data forDaily Calls Cumulative Line Group Cumulative Line Group Report by Hour Events Log Report Types of CMS Reports Report Menu How to Generate Reports Print Split Report How to Generate Reports Print Split Reports Summary on Generating Individual Reports Generating Events Log Report Shows the locations of the directories and files CMS uses Transferring Historical Data Onto Diskettes Copying Historical Data Files Copying the System Tables FileErasing Files from the Hard Disk Copying the Historical System Tables Saving the Current System TablesCopying the Historical Data Files Restoring the Current System Tables Restoring Data Collection ConditionsGenerating Reports Erasing the Historical Data from the Hard Disk Overview Possible cause Corrective action Startup ProblemsError Messages ERROR-No Lines in CMS. Administer Lines Started Guide for the Call Management ERROR-No Configuration Found. Administer SystemERROR-CMS Card Faulty or Not Found. CMS Cannot Manage Calls Described in the lnstallation and Getting Status lndicator CU 1 flashing ERROR-CU 1 Faulty or Disconnected. CMS Cannot Manage CallsCommunications System with Feature Module Installation and Administration Manual Status Indicator CU 6Startup Problems Possible cause Data Status Indicator LoStorageStatus Indicator NoStorage Status Indicator MSG Status Indicator Don’tPrtSc Status Indicator CU 1 flashing Call Management Problems Call Management Problems Described in the Installation and Getting CMS in the Merlin II Comunications System Installation and Getting Started Guide for the callManagement System What They Mean System ErrorsWhat to do Voice Announcement Unit Problems External Alert Problems Status Indicator Don‘tPrtSc Printer Problems 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 What YOU should have What YOU should Know What YOU should do Managing Calls if CMS is Disabled Pooled System Dial Access Pooled System Button Access 24Managing Calls if CMS is Disabled Overview F9 F10 Quick Reference Guide to Your PC Keyboard Quick Reference Guide to Entering and Editing Data Prompt Using the KeysPress Do this Configure Splits Quick Reference Guide to Dynamic Reconfiguration Map of Screens for CMS Administration Map of Screens for CMS Administration Name Map of Screens for Call Management Overview G-1 ACD CMS Terms CMS Terms G-3 4CMS Terms CMS Terms G-5 6CMS Terms CMS Terms G-7 System Status Screen CMS Status ScreensLine Group Information CMS Status Screens G-9 ASA Split Status Screen Split Status Call Flow Information Line Status Screen 14CMS Status Screens Daily Agent Split Summary CMS Reports ACD Calls Avg After Call Daily Split Report Cumulative Agent Split Summary Other Calls Cumulative Split Report By Day or Hour XFR Calls Daily Line Group Report BUSlEST Hours Cumulative Line Group Report by day or hour CMS Index 2Index