ATT System 25 Call Management System Manual

Setting Options
SERVICE LEVEL LIMIT
After you have used CMS for a few days, you should have enough
information to set several system options. Initial settings are in effect for the
following options until you define new values:
l Service Level Limit
l Abandoned vs. Incoming Call Threshold
l Audible Alarm On/Off
l Transfer Return Threshold
l CMS-Port Personal Line Button Verification
Pressing [F5] (labeled “Set Options”) on the Administration Menu screen
selects the Set Options screen, shown below.
SET...

ABANDONED CALL
THRESHOLD
The Service Level Limit you choose depends on your particular type of
business. The Service Level Limit is measured from the time a call first rings
at System 25 until the call is answered by an agent. This includes Answer
Delay time, time connected to the voice announcement unit (if any), time on
hold waiting to be transferred to an agent, and ringing time at an agent
station. You need to decide how quickly you want the majority of your calls
answered. Note that having Force...

CMS-PORT PERSONAL
LINE BUTTON VERIFY
SETTING OPTIONS
l If no other agents are available when the Transfer Return Threshold is
reached and the caller has already heard an announcement, the call
continues to ring at the original agent’s voice terminal until an agent
becomes available. At that time, CMS transfers the call to the available
agent.
NOTE: If the agent does not answer the call before the Transfer
Return Threshold is reached, the agent is considered to have
“refused” the call, and the agent’s...

[F3] Alarm On/Off (Audible Alarm On/Off)
You can choose to have your PC beep every time an exception message,
system message, or error message appears. The word 
ON in this field means
the PC beeps.
alarm is 
ON.
Action: l
The word OFF means the PC does not beep. Initially, the
Press [F3] to change the value that appears in the Audible
Alarm field on your screen.
[F4] Return Thresh (Transfer Return Threshold)
The Transfer Return Threshold is the maximum number of times a CMS call
will ring at an agent’s...

Selecting Exceptions
An exception message indicates that a particular performance threshold has
been reached or exceeded and an unusual or undesirable situation may be
occurring. Exceptions allow you to customize performance goals for each split
or line group. For instance, you may establish a threshold of 3 minutes as an
acceptable Talk Time for one split and 4 minutes as an acceptable Talk Time
for another split.
You may want to use CMS for a few days before you select your exceptions
and set your...

Instructions for Selecting Exceptions
ADMINISTERING
EXCEPTIONS
Pressing [F6] (labeled “Select Exceptns”) on the Administration Menu screen
selects the following Select Exceptions screen.
SELECT EXCEPTIONSADMIN CMS1.0 3:38p 04/18
EXCEPTION SETTINGS
|--------Split/Line Group---------|
Exception
On/Off 1/A 2/B3/C4/D5 6AGENTS
Talk Time > = xxx secOff - – - - - –After Call Work > = xxx min On5m4m 4m–   –   – 
Agent Logout ACW > = xxx minOff – – - - – -Refused CallOn
SPLITS
# Abandon Calls > = xxOn4   3   3–...

3
4
5
6
7
8
Type on in the ON/OFF field of the prompt to turn the exception on, or
type 
off to turn the exception off.
Enter thresholds for splits or line groups.
Keep these points in mind:
– You do not need to enter a threshold for each split or line group. If
you don’t want to enter a threshold for a particular split or line group,
simply leave it blank. This feature allows you to turn on an exception
for selected splits or groups.
– To delete a threshold value, type a hyphen (-) in the field you want...

Selecting Agent Exceptions
Agent exceptions allow you to monitor the activity of individual agents. You
can use these exceptions to indicate reasonable expectations for call handling,
and to help determine where extra training might be necessary. You can set
different exception thresholds for each split to tailor the exception for the type
of calls each split handles. For instance, some splits may need more ACW
time than others.
Pressing 
[F1] (labeled “Agent Exceptns” ) from the Select Exceptions...

[F1] Talk Time
Talk Time is the number of seconds an agent is connected to a call. If you
turn on this exception, CMS notifies you when an agent’s Talk Time meets or
exceeds the threshold set for that split.
Prompt:
TALK TIME (seconds): ON/OFF?__Split 1:__ 2:___3:____4:___5:____6:___
Action:1 Type on or off, or leave the field blank if you want to
keep the current value.
2 Enter the number of seconds (1 through 999) for the
maximum Talk Time for each split. To keep the current
value, leave the field...

[F3] Agent Logout (Agent Logout ACW)gent
If you turn on this exception, CMS automatically logs out an agent who has
been in the ACW state as long or longer than the threshold you set. You are
notified when the exception threshold is reached and the agent is logged out.
Prompt:
AGENT OUT (minutes): ON/OFF?__Split 1:___ 2:___ 3:___ 4:___ 5:___ 6:___
Action:1 Type on or off, or leave the field blank if you want to
keep the current value.
2 Enter the number of minutes (1 through 999) for each split.
To keep...