ATT System 25 Call Management System Manual

Making Agents Available for CMS Calls
Since it is important that CMS knows when an agent is available for CMS
calls, agents must understand how to indicate the work state they are in. In
this way your CMS can run efficiently and maintain accurate records.
Agents assigned to splits in an active configuration can be in one of three
agent states:
l Available state. An agent is available for CMS calls when the light next to
the agent’s Available button is on.
l After-Call-Work (ACW) state. Agents may need to...

Available State
When call management begins, all agents are automatically placed in the
Logged Out state. Tell your agents when CMS call management has begun
so they can make themselves available for CMS calls. Those agents who are
ready for CMS calls can turn on the light next to the Available button at their
voice terminals by pressing the Available button.
When agents want to reenter the Available state from the ACW or Logged
Out state, they can signal their availability by pressing the Available...

Monitoring Call Management
Once you begin call management (as described earlier in “Startup
Procedures“), you can monitor line group and split activity through the status
screens. The following status screens are described in this section:
l
l
l
l
By
System Status screen
This screen is considered the “home” screen during call management. It
summarizes the activity in each line group and split.
Split Status screens
There is a Split Status screen for each split. This screen describes the
activity of each...

STATUS SCREEN TERMSThe System Status, Split Status, and Line Status screens provide continuously
updated data to help you monitor your CMS. The following terms are used
in the remainder of this section to distinguish between different types of calls:

“Serviced” calls have come into CMS and were connected to an agent for
longer than the Abandoned vs. Incoming Call Threshold. “Abandoned”
calls have come into CMS but were not handled by an agent. Either the
call was disconnected before being transferred to...

Using the System Status Screen
The System Status screen, an example of which is shown below, summarizes
the activity in each line group and agent split. It is considered the “home”
screen during call management. For an explanation of the data on this
screen, see “Key to System Status Screen Data,” later in this section. -
SYTEM STATUSDAY CMS1.0 10:26a 05/19
LINE GROUP INFORMATIONANNOUNCEMENT UNIT STATUS
Line  
x ...Lines... x  x ...Splits... x
x ...1... x  x ...2... x  x ...3... x     x ...4... x  Group...

You can access the screen used to change the system from Day Service mode
to Night Service mode by pressing [F1] (labeled “Set Opt/Chg Mode”) on the
System Status screen.In Day Service mode, CMS routes calls to agents. In
Night Service mode, CMS connects incoming calls to a voice announcement
unit and disconnects them when the announcement is over. For more
information, see “Selecting Day or Night Service,” later in this section.
To select another screen from the System Status screen, or to exit call...

[F6] Split Status
Press this function key to view a Split Status screen for a particular split. You
are prompted for the split number. The Split Status screens give you a
detailed picture of the activity in each split. You can change the status of an
agent to Available or Logged Out from these screens. For more information,
see “Using the Split Status Screen” and “Key to Split Status Screen Data,”
later in this section.
[F7] Config Screen (Configuration Screen)
Press this function key to select the...

Key to System Status Screen Data
LINE GROUP
INFORMATION
The numbers in the following list correspond to the circled numbers provided
in the above screen.
1 Line GroupThe line group letter and line group ID.
2 Lines BusyThe number of lines in the line group that are not
idle. They may be connected, ringing, or on hold.
3 Lines TotalThe total number of lines assigned to the line
group.
4 Splits MainThe number of the main split assigned to the line
group. If no main split is assigned, a hyphen (-)
appears...

ANNOUNCEMENT UNIT7 Announce-
STATUSment Unit
Status
SPLIT INFORMATION8 Split
9 Agents ACD
10 Agents
Avail
11 Agents
ACW
12 Agents OutNumber, ID, and status of each voice
announcement unit. Statuses are as follows:
— : the unit is not assigned to that particular
line group or is not administered in CMS.
BUSY: the unit is in use on a CMS call, but the
call is not connected to a line in that line group.
CNCT: the unit is connected to one of the line
group’s calls.
IDLE: the unit is in service and assigned...

13 AgentsDuring Day Service, the number of agents in the
Othr
Available or ACW state that are currently active
on non-ACD calls such as outgoing calls, non-
ACD incoming calls, and inside calls. Active calls
include calls currently connected to agents and
calls agents have placed on hold. Also included
are agents handling calls transferred directly to
them by other agents using the System 25
Transfer feature, even if the calls originally came
in on CMS lines. (Note, however, that agents
handing calls...