ATT System 25 Call Management System Manual

Selecting Split Exceptions
Split exceptions alert you to unusual or undesirable situations affecting a
whole split. For example, you can be notified when the number of calls
waiting in a split’s queue meets or exceeds a threshold you set. Split
exceptions can alert you to a need for more agents or faster call handling.
Pressing [F2] (labeled Split Exceptns) from the Select Exceptions screen
selects the Split Exceptions screen shown below. The box indicates the split
exceptions.
SPLIT EXCEPTIONSADMIN...

[F1] Abandon Calls (Number of Abandoned Calls)
When a caller hangs up before speaking to an agent, or an agent is connected
to a caller for less than the Abandoned vs. Incoming Call Threshold, the call
is considered an abandoned call. If you turn on this exception, CMS notifies
you whenever the number of abandoned calls in an hour reaches or exceeds
the threshold you set for the split.
Prompt:
# ABANDON CALLS: ON/OFF?_ Split 1:___ 2:___ 3:___ 4:___ 5:___ 6:___
Action:1 Type on or off, or leave the field...

[F3] Oldest Call (Oldest Call Waiting)
The oldest call is the call that has been waiting the longest in a split’s queue.
If you turn on this exception, CMS notifies you when the number of seconds
the oldest call has been waiting meets or exceeds the threshold you set.
Prompt:
OLDEST CALL (sec): 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 If you want to enter threshold values, enter a number of
seconds (1...

Selecting Line Group Exceptions
Line group exceptions alert you to unusual or undesirable situations affecting
lines or line groups. For instance, the All Lines Busy exception notifies you
when all lines in a line group or all lines in a sub-group of that line group
have been busy more than a specified number of seconds.
Pressing [F3] (labeled “Group Exceptns”) from the Select Exceptions screen
selects the Group Exceptions screen, shown below. The box indicates the line
group exceptions.
GROUP...

[F1] Lines Busy (All Lines Busy)
The All Lines Busy exception refers to the number of seconds all lines in a
line group (or all lines in a sub-group of that line group) are busy. If you
turn on this exception, CMS notifies you when the threshold you set is met
or exceeded.
NOTE: If there are transfer-queue lines in the line group, all the CMS
and transfer-queue lines in the group must be busy for the exception
message to be displayed. If you want to be notified when all non-
transfer-queue lines in a...

[F3] HoldTime Minimum (Minimum Line Holding Time)
The line holding time refers to the length of time a line has been in use for a
single call. If you turn on this exception, CMS notifies you when the length
of time a line has been in use is less than the threshold you set. If the
holding time of a line is consistently short, it may signal a line problem.
Prompt:
MINIMUM HOLD-TIME (seconds): ON/OFF?___Line Group A:___ B:___ C:___ D:___
Action:1 Type on or off, or leave this field blank if you want to
keep...

Printing System 25 Administration Instructions
System 25 must be administered to support CMS operation. In order for
CMS to function properly, System 25 must reflect the same port numbers,
PDCs, voice terminal types, trunk numbers, and trunk types as CMS.
Therefore, if you make changes to any of the above for agent stations, PC
jacks, voice announcement units or lines (CMS or transfer-queue), you must
print out System 25 Administration Instructions and have the System 25
Administrator make the necessary...

You can also access the screen at any time by pressing [F7] (labeled “ S25
Admn Instrctn” ) from the Administration Menu screen. With this screen you
can:
[F1] )
You only need this report initially to administer System 25 for CMS.
[F2] )

[F3] )
[F8] )

[F10] )
When you access the Print System25 Instruct screen, the following message
appears on the prompt line:
Turn on Printer and Align Paper. (When Ready, Select a Labeled Function Key.)
To print the System 25 Administration instructions:
1 Turn on the...

WARNING
If you selected this option because you made
changes, CMS will not work correctly until System 25
is administered to reflect these changes. In the
meantime, follow the instructions for “Managing
Calls When CMS is Not Running”, in Section 9 of
this manual.
[F2] Partial Print
Request the Partial Print of System 25 Administration Instructions whenever
you make changes after the initial System 25 administration for CMS. A
Partial Print report prints out only the forms that have been affected since...

WARNING
CMS will not work correctly until the System 25
administration is complete. In the meantime, follow
the instructions for “Managing Calls When CMS is
Not Running”,in Section 9 of this manual.
[F3] Update S25 File
After you have obtained the System 25 Administration Instructions Partial
Print, press this function key to update the System 25 file with all the changes
made prior to your last Partial Print of System 25 instructions. In most
instances, you should update the file immediately following a...