ATT System 25 Call Management System Manual
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[F4] Replace Agent
Press this function key to substitute agents at a particular agent station. This
is equivalent to removing one agent and adding another agent to the same
agent station in the same split.
NOTE: The agent you added remains in the same state as the agent
being replaced.
Prompt:
REPLACE AGENT: Remove Agent ID:and Add Agent ID:
Action:1 Enter the ID of the agent to be removed.
2 Enter the ID of the new agent. (This agent must already be
entered into the Agent Directory.)
3 Press [F8]...](http://img.usermanuals.tech/thumb/575/85594/w300_system-25-cms-system-manual_d-150.png "Page 151
[F4] Replace Agent
Press this function key to substitute agents at a particular agent station. This
is equivalent to removing one agent and adding another agent to the same
agent station in the same split.
NOTE: The agent you added remains in the same state as the agent
being replaced.
Prompt:
REPLACE AGENT: Remove Agent ID:and Add Agent ID:
Action:1 Enter the ID of the agent to be removed.
2 Enter the ID of the new agent. (This agent must already be
entered into the Agent Directory.)
3 Press [F8]...")
[F4] Replace Agent Press this function key to substitute agents at a particular agent station. This is equivalent to removing one agent and adding another agent to the same agent station in the same split. NOTE: The agent you added remains in the same state as the agent being replaced. Prompt: REPLACE AGENT: Remove Agent ID:and Add Agent ID: Action:1 Enter the ID of the agent to be removed. 2 Enter the ID of the new agent. (This agent must already be entered into the Agent Directory.) 3 Press [F8]...
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[F6] Change Split ID
Press this function key to assign, change, or delete a split ID. Each split ID
must be unique.However, a split and a line group can have the same ID.
Prompt:CHANGE SPLIT ID: Split # (l-6): _ New Split ID:
Action:1 Enter a split number (1 through 6).
2 Enter a split ID (up to 5 uppercase letters or numbers).
3 Press [F8] (labeled Enter Data ).
NOTE: Once you have entered a split ID for a split in one shift
configuration, it remains the same for that split in other shift...](http://img.usermanuals.tech/thumb/575/85594/w300_system-25-cms-system-manual_d-151.png "Page 152
[F6] Change Split ID
Press this function key to assign, change, or delete a split ID. Each split ID
must be unique.However, a split and a line group can have the same ID.
Prompt:CHANGE SPLIT ID: Split # (l-6): _ New Split ID:
Action:1 Enter a split number (1 through 6).
2 Enter a split ID (up to 5 uppercase letters or numbers).
3 Press [F8] (labeled Enter Data ).
NOTE: Once you have entered a split ID for a split in one shift
configuration, it remains the same for that split in other shift...")
[F6] Change Split ID Press this function key to assign, change, or delete a split ID. Each split ID must be unique.However, a split and a line group can have the same ID. Prompt:CHANGE SPLIT ID: Split # (l-6): _ New Split ID: Action:1 Enter a split number (1 through 6). 2 Enter a split ID (up to 5 uppercase letters or numbers). 3 Press [F8] (labeled Enter Data ). NOTE: Once you have entered a split ID for a split in one shift configuration, it remains the same for that split in other shift...
Page 153
Reconfiguring Answer Delay or Force Delay ANSWER DELAY FORCE DELAY You can change the current setting for the Answer Delay or Force Delay option at any time. The Answer Delay is the number of seconds CMS lets a call ring before connecting it to a voice announcement unit if no agent is available to service the call. Think of Answer Delay as a trade-off between the time a customer spends listening to ringing and the time the customer spends on hold. You can use a different Answer Delay value for each line...
Page 154
CONFIGURE DELAYDAY CMS1.0 3:31p 04/18 AGENT SPLITS ANSWER/FORCE DELAY |--Agent--| |--Agent--|NumLinesAnswerDelayForce DelaySplitPDCIDSplitPDCIDGroup 1 PUBLC 2 BUSNS 3 CHART 4 SUPPT401 402 403 404 405 406 407 408 409 410 411 412 415 416LINDA JOEL IENJENNY SCOTT BILL SARAH JOHN JIMBERNE DON ALLAN ANDY LOU 4 SUPPT 5 - 6- 417 418 424CRAIGBARB CJA PUBLC B BUSNS C CHART D - 9 6 5 010s 0s 5s 5s OffOnOff Off CALL FLOW FlowThresh|-Splits-|IntraFlowSplGpMainSec A B C D1 2 3 -4 3 2 -On Off Off Off 1 2 3 4 5 650s...
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Reconfiguring Call Flow
If you experience unexpected changes in call traffic, you may need to
reconfigure call flow assignments in the active configuration. For instance,
you may decide to reassign secondary splits or turn on intraflow for some line
groups. Pressing [F3] (labeled “Call Flow” ) from the Configuration screen
selects the Configure Call Flow screen, a sample of which is shown below.
CONFIGURE LISTDAY CMS1.0 3:32p 04/18
AGENT SPLITS
ANSWER/FORCE DELAY...](http://img.usermanuals.tech/thumb/575/85594/w300_system-25-cms-system-manual_d-154.png "Page 155
Reconfiguring Call Flow
If you experience unexpected changes in call traffic, you may need to
reconfigure call flow assignments in the active configuration. For instance,
you may decide to reassign secondary splits or turn on intraflow for some line
groups. Pressing [F3] (labeled “Call Flow” ) from the Configuration screen
selects the Configure Call Flow screen, a sample of which is shown below.
CONFIGURE LISTDAY CMS1.0 3:32p 04/18
AGENT SPLITS
ANSWER/FORCE DELAY...")
Reconfiguring Call Flow If you experience unexpected changes in call traffic, you may need to reconfigure call flow assignments in the active configuration. For instance, you may decide to reassign secondary splits or turn on intraflow for some line groups. Pressing [F3] (labeled “Call Flow” ) from the Configuration screen selects the Configure Call Flow screen, a sample of which is shown below. CONFIGURE LISTDAY CMS1.0 3:32p 04/18 AGENT SPLITS ANSWER/FORCE DELAY...
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3 Enter a secondary split number (1 through 6), or enter a
hyphen (-) if you do not want to assign a secondary split.
Leave the field blank if you do not want to change it.
4 Press [F8] (labeled “Enter Data”).
[F2] Flow On/Off (Turn Intraflow On/Off)
Press this function key to turn intraflow on or off for a particular line group.
Each line group’s intraflow status appears in the Intraflow column of the Call
Flow area of the screen.
Prompt:CHANGE INTRAFLOW: Line Group (A-D): ___
Action:1 Enter a line...](http://img.usermanuals.tech/thumb/575/85594/w300_system-25-cms-system-manual_d-155.png "Page 156
3 Enter a secondary split number (1 through 6), or enter a
hyphen (-) if you do not want to assign a secondary split.
Leave the field blank if you do not want to change it.
4 Press [F8] (labeled “Enter Data”).
[F2] Flow On/Off (Turn Intraflow On/Off)
Press this function key to turn intraflow on or off for a particular line group.
Each line group’s intraflow status appears in the Intraflow column of the Call
Flow area of the screen.
Prompt:CHANGE INTRAFLOW: Line Group (A-D): ___
Action:1 Enter a line...")
3 Enter a secondary split number (1 through 6), or enter a hyphen (-) if you do not want to assign a secondary split. Leave the field blank if you do not want to change it. 4 Press [F8] (labeled “Enter Data”). [F2] Flow On/Off (Turn Intraflow On/Off) Press this function key to turn intraflow on or off for a particular line group. Each line group’s intraflow status appears in the Intraflow column of the Call Flow area of the screen. Prompt:CHANGE INTRAFLOW: Line Group (A-D): ___ Action:1 Enter a line...
Page 157
Using the Configuration List The Configuration List screen, shown below, is very similar during call management and administration. CONFIGURATION LISTDAY CMS1.0 3:18p 04/18 STORED SHIFT CONFIGURATIONS (edited) 1 - DAY (Startup) 2 3 4 5 6— — — — —EVENING WEEKEND UNUSED UNUSED UNUSED F10 Help F Select 1 ConfigF Save 2 Config F Rename 3 ConfigF Choose 4 Startup F Config 7 ScreenF System 8 Status The shift configuration currently in use for call management is shown in reverse video. If you made any changes...
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![Page 158
To use the Configuration List, press the function key for the activity you want
to perform:
[F1] Select Config (Select Configuration)
Press this function key to select a different shift configuration for call
management.
Prompt:
SELECT CONFIGURATION: Config # (1-6): ___
Action:1 Enter a configuration number (1 though 6).
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”).
When CMS is changing...](http://img.usermanuals.tech/thumb/575/85594/w300_system-25-cms-system-manual_d-157.png "Page 158
To use the Configuration List, press the function key for the activity you want
to perform:
[F1] Select Config (Select Configuration)
Press this function key to select a different shift configuration for call
management.
Prompt:
SELECT CONFIGURATION: Config # (1-6): ___
Action:1 Enter a configuration number (1 though 6).
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”).
When CMS is changing...")
To use the Configuration List, press the function key for the activity you want to perform: [F1] Select Config (Select Configuration) Press this function key to select a different shift configuration for call management. Prompt: SELECT CONFIGURATION: Config # (1-6): ___ Action:1 Enter a configuration number (1 though 6). 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”). When CMS is changing...
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Prompt:SAVE CONFIGURATION: in Config #: ___
Action:1 Press [F8] (labeled “Enter Data”) to save the edited
configuration under the same configuration name and number
as the original (in other words, to replace the original with the
edited copy).
or
Enter another configuration number and press [F8] (labeled
“Enter Data”) to save the edited configuration under a
different configuration number.
A second prompt appears:
SAVE CONFIGURATION: Replace Contents of Config #X - NAME? (Y/N):___
The number of the...](http://img.usermanuals.tech/thumb/575/85594/w300_system-25-cms-system-manual_d-158.png "Page 159
Prompt:SAVE CONFIGURATION: in Config #: ___
Action:1 Press [F8] (labeled “Enter Data”) to save the edited
configuration under the same configuration name and number
as the original (in other words, to replace the original with the
edited copy).
or
Enter another configuration number and press [F8] (labeled
“Enter Data”) to save the edited configuration under a
different configuration number.
A second prompt appears:
SAVE CONFIGURATION: Replace Contents of Config #X - NAME? (Y/N):___
The number of the...")
Prompt:SAVE CONFIGURATION: in Config #: ___ Action:1 Press [F8] (labeled “Enter Data”) to save the edited configuration under the same configuration name and number as the original (in other words, to replace the original with the edited copy). or Enter another configuration number and press [F8] (labeled “Enter Data”) to save the edited configuration under a different configuration number. A second prompt appears: SAVE CONFIGURATION: Replace Contents of Config #X - NAME? (Y/N):___ The number of the...
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Prompt:CHOOSE STARTUP CONFIGURATION: Config # (1-6 or ‘-’ for none): ___
Action:1 Enter the configuration number of the startup configuration, or
enter a hyphen (-) if you do not want a startup configuration.
2 Press [F8] (labeled “Enter Data”). The word (startup) appears
next to the configuration you selected.
[F7] Config Screen (Configuration Screen)
Press this function key to display the Configuration screen for the active
configuration.
[F8] System Status
Press this function key to display the System...](http://img.usermanuals.tech/thumb/575/85594/w300_system-25-cms-system-manual_d-159.png "Page 160
Prompt:CHOOSE STARTUP CONFIGURATION: Config # (1-6 or ‘-’ for none): ___
Action:1 Enter the configuration number of the startup configuration, or
enter a hyphen (-) if you do not want a startup configuration.
2 Press [F8] (labeled “Enter Data”). The word (startup) appears
next to the configuration you selected.
[F7] Config Screen (Configuration Screen)
Press this function key to display the Configuration screen for the active
configuration.
[F8] System Status
Press this function key to display the System...")
Prompt:CHOOSE STARTUP CONFIGURATION: Config # (1-6 or ‘-’ for none): ___ Action:1 Enter the configuration number of the startup configuration, or enter a hyphen (-) if you do not want a startup configuration. 2 Press [F8] (labeled “Enter Data”). The word (startup) appears next to the configuration you selected. [F7] Config Screen (Configuration Screen) Press this function key to display the Configuration screen for the active configuration. [F8] System Status Press this function key to display the System...