ATT System 25 Call Management System Manual

Backing Up Shift Configurations
By routinely making a backup copy (on a diskette) of your shift configurations
and system tables files, you will have a current version to use if you need to
restore your system after a problem.If your hard disk drive ever becomes
inoperable, you can also use your backup copy to run CMS from the floppy
disk drive. However, you cannot save historical data or administer CMS
when you run CMS using the floppy diskette. (For more information see
“Running CMS From a Floppy...

9 To return to the cms directory on disk drive C, do the following. At the
A> prompt type
c:
then press [Enter].At the C> prompt type
cd . .
then press [Enter].
10 To display the CMS Menu, type
cms
and then press [Enter].
RESTORING SHIFTIf you ever lose a shift configuration (for instance, if you clear a configuration
CONFIGURATIONS ANDby accident), copy the desired configuration (or all configurations) from the
SYSTEM TABLESworking copy diskette as follows:
1
2
3
4
5
6
Repeat steps 1 through 4 in the...

Section 5: Supervising CMS 

Overview
“Supervising CMS” means starting and monitoring call management, making
changes in the configuration being used to manage calls, and operating CMS
day to day. This section is organized as follows:
Startup Procedures
Describes turning on your PC and starting data collection and call
management.
Making Agents Available for CMS Calls
Describes how agents make themselves available for CMS calls and how they
can enter the After-Call-Work state or Logged Out state.
Monitoring Call Management
Explains...

FIGURE 5-1 Menu Map for Call Management.
5-2 Overview 

Startup Procedures
To start CMS call management, follow these steps:
1 Turn on your PC.
If your PC automatically starts the CMS program, the CMS Menu, shown
below, appears soon after you turn on the PC. For information on
automatic startup, refer to “The AUTOEXEC.BAT File” in Section 3 of this
manual.
If you do not use automatic startup, do the following:
l When the MS-DOS prompt C> appears, type
cd  cms
and press [Enter].
l When c> appears again, type
cms
and press [Enter].
This starts the CMS program....

2 Press [F1] (labeled “Start Call Mgt”) to begin call management.
3 If you have previously selected a particular shift configuration to begin
automatically during call management startup, go to step 5. For more
information about activating a configuration automatically, see “Selecting a
Startup Configuration” in Section 4 of this manual.
If you have not preselected a startup shift configuration, a list of
configurations and a prompt appear, as shown below.
INITIALIZATIONDAY CMS1.0 6:02p 04/20
STORED...

5 The following Initialization screen appears.
INITIALIZATIONDAY CMS1.0 6:10p 04/20
INITIALIZATION IN PROGRESS
6 CMS performs a series of checks. If the CMS-Port Personal Line Button
Verification option is on, the following message appears below the
“INITIALIZATION IN PROGRESS” message:
PC-Port Verification In Progress--May Last Up to 4 Minutes
CMS will verify that the Personal Line appearances of the CMS trunks are
correctly administered on PC jack CU1. Any problems appear on this
screen below the...

7 After successful system checks, the following screen appears and call
management begins.
INITIALIZATIONDAY CMS1.0 6:10p 04/20
INITIALIZATION COMPLETED
CMS IS NOW MANAGING CALLS
F10 - HelpF Con figF SystemF Exit
1 Screen3 Status8 Call Mgt
NOTE: When call management begins, all agents are automatically in the
Logged Out state. To make themselves available, agents have to press the
Available button on their voice terminals. This turns on the light next to
the Available button and signals CMS that they are...

[F8] Exit Call Mgt (Exit Call Management)
Press this function key to stop call management. You are prompted to
confirm your request. Your CMS stops answering new incoming calls but
continues to function until all calls already answered by CMS, whether
connected to the voice announcement unit, on hold waiting for an agent,
or connected to an agent are completed. The status screens continue to be
updated as long as calls are being handled.
When all calls are completed, the historical data are written to...