ATT System 25 Call Management System Manual

AT&T
AT&T SYSTEM 25
CALL MANAGEMENT SYSTEM
SYSTEM MANUAL 

©1988 AT&T
All Rights Reserved
Printed in USA
Call Management System
System Manual
Prepared by System 25
Document Development Group and the
Technical Publications Group 

Contents
Section 1: Introduction
How to Use the CMS Documents1-1
Section 2: Understanding CMS
Overview2-1
Key Terms and Concepts2-2
Optional CMS Features2-5
A Typical CMS Application
2-10
Managing CMS2-13
CMS Components2-15
Section 3: Your PC and CMS
Overview3-1
Duplicating the CMS Diskettes3-2
Installing the CMS Software
3-5
Using Your PC with CMS3-10
Section 4: Administering CMS
Overview
Getting Started
Administering Stations
Administering CMS Lines and Line Groups
Creating an Agent Directory
Building...

Section 6: Handling CMS Calls
Overview6-1
The Agent’s Voice Terminal6-2
The CMS Supervisor’s Voice Terminal
6-10
Section 7: Generating CMS Reports
Overview7-1
Types of CMS Reports7-3
Section 8: Archiving Data
Overview8-1
Section 9: Troubleshooting
Overview
Startup Problems
Call Management Problems
Voice Announcement Unit Problems
Printer Problems
Agent Problems
System Errors
Running CMS from a Floppy Diskette Backup
Managing Calls When CMS is Not Running
9-1
9-2
9-18
9-22
9-26
9-29
9-33
9-34
9-35
Section...

Section 1: Introduction 

How to Use the CMS Documents
The Call Management System (CMS) is the Automatic Call Distributor (ACD)
for System 25. The CMS component of System 25 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. When the
message is finished playing, CMS places the call on hold until an agent
becomes available.
It’s important that...

CMS SYSTEM MANUALThis is the manual you are reading now. It contains information on every
(555-532-110)aspect of CMS operation and administration, from understanding CMS to
troubleshooting. The AT&T System 25 Call Management System, System Manual
(CMS System Manual) can be used after the initial installation and
administration described in the CMS Installation and Startup Guide.
AGENT CARD
(555-532-506)
Copies of the card are packaged with this binder. CMS agents can use the
card as a handy reference for...

Administering CMS
This section tells you how to use your PC to administer CMS. This includes
identifying  stations, identifying agents, identifying CMS lines, assigning voice
announcement units, and building a shift configuration (an arrangement of
line groups and agent splits for call management).
This section also describes other administration tasks used to fine tune CMS
for your business.
These include setting options and exception thresholds to
alert you of unusual and undesirable situations....

Documentation Conventions
Several special symbols and typefaces appear in this manual.
For instance, keys that appear on your keyboard are shown like this:
[F1] (fuction key F1) and
[Shift] + [Print Scrn] (press the [Print Scrn] key while holding down the [Shift]
key to print a screen).
The following typefaces are used to distinguish information you type (using
the keyboard) from information that appears on your PC screen:
This italic bold typeface represents information that you type on the PC screen....

Section 2: Understanding CMS