ATT System 25 Call Management System Manual

Key to Line Status Screen Data
LINE STATUS
The numbers in the following list correspond to the numbers circled in the
above screen. The statistics described on this screen reflect information for the
current hour only.
1 GpThe letter assigned to the line group.
2 SubGpThe sub-group ID of the line.
3 LineThe ID of the line.
4 PLine priority status. A + in this column
indicates that the line is a priority line. Priority
lines are answered before nonpriority lines in the
line group.
5-28 Monitoring Call...

5 StatusThe line status, which can be one of the following:
Ring: A call ringing on the line, but CMS has not
answered it.
Idle: The line is not in use.
Queued:The call is in the CMS hold state. The
call has already been played the announcement
and is on hold, waiting for an agent to become
available.
AGTID: The call has been transferred to an
agent with the ID, AGTID, but the call has not yet
been answered by an agent.
« AGTID: The agent with the ID, AGTID, has
answered and is handling the call.
ANNCX:...

SPLIT STATUSThe top right section of the screen summarizes calls waiting for all splits.
11 SplitThe number and ID of the split.
12 WaitingThe number of CMS calls that are waiting to be
Numtransferred to an agent in the split.
13 WaitingThe number of seconds the current oldest call has
Oldbeen waiting to be transferred to an agent in a
particular split. Call waiting time ends when the
call begins ringing at the station of the agent who
answers it.
CALL FLOW
INFORMATIONThe bottom right section of the...

Using the Events Log Screen
The Events Log screen displays the last 19 exception, warning, and system
error messages with the time and date they occurred. For more information
about exception messages, see “Setting Exceptions” in Section 4 of this
manual.
Pressing 
[F4] (labeled “Events Log”) on any status screen or the Configuration
screen selects the Events Log screen.A sample Events Log screen is shown
below.
EVENTS LOGDAY CMS1.0 3:46p 04/20
Time Date
Event
3:02p 05/18 *** Split 2 - Agent JOHN - Talk...

[F6] Split Status
Press this function key to view the 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 also make an agent
available or unavailable for CMS calls by logging the agent in or out from this
screen. For more information, see “Using the Split Status Screens” and “Key
to Split Status Screen Data,” earlier in this section.
[F7] Config Screen (Configuration Screen)
Press...

Supervising Your Agents
As the CMS Supervisor, you may find the CMS Service Monitoring and
Assist features useful in supervising your CMS agents. These features require
System 25 button administration on your voice terminal.
SERVICE MONITORINGThe CMS Service Monitoring feature provides a means of monitoring agents’
calls without being detected by the agent or the caller. This feature can be
very useful in the agent training process. You can also use the Service
Monitoring feature to join a call when an...

Dynamic Reconfiguration
Once you activate a shift configuration (as described earlier in “Startup
Procedures”), you can modify it through dynamic reconfiguration. For
example, you can reassign agents or turn on intraflow to handle unexpected
increases in incoming call traffic.
Such changes are immediately activated in the current configuration. If you
want, you can save the changes before you shut down CMS or before you
select another shift configuration. Otherwise, the changes are not saved
when the...

From the Configuration screen you can perform the types of reconfiguration
described below or select other screens.
detail later in this section.



Reconfiguring Splits
Press [F1] (labeled “Splits”) to reach
Each of these
the Configure
topics is described in
Splits screen. Through
this screen you can add, move, or remove the agents in splits. You can
also change the ID of a split.
Changing Answer Delay or Force Delay
Press [F2] (labeled “Ans/Fore Delay”) to display the Configure Delay
screen. Through...

Reconfiguring Splits
Pressing [F1] (labeled “Splits”) from the Configuration screen selects the
Configure Splits screen, shown below. It looks the same as the Configuration
screen except that a box appears around the Agent Splits portion of the
screen and the function keys are relabeled. Use this screen to reassign, add,
or remove agents in the active configuration.
CONFIGURE SPLITSDAY CMS1.0 3:27p 04/18
AGENT SPLITS
ANSWER/FORCE DELAY
|--Agent--|
|--Agent--|NumLinesAnswerDelayForce...

[F2] Remove Agent
Press this function key to remove an agent from the active configuration.
(The agent entry remains on the Agent Directory screen.)
Prompt:REMOVE AGENT: ID:
Action:1 Enter the agent’s ID.
2 Press [F8] (labeled “Enter Data”).
3 When the confirmation prompt appears, type y to confirm
your request or 
n to cancel it.
4 Press [F8] (labeled “Enter Data”).
[F3] Move Agent
Press this function key to move an agent from one agent station to another
and/or from one split to another. (This is...