ATT System 25 Call Management System Manual

Quick Reference Guide to Dynamic Reconfiguration
This guide shows what screens to select if you want to activate a different
configuration or make changes to the active configuration. While call
management is running, you can do the following:




different configuration
For detailed descriptions of these procedures, see “Dynamic Reconfiguration,
earlier in this section.
You can make changes in an active CMS configuration from the Configuration
screen. You can access this screen from:


The screens and...

Selecting Day or Night Service
CMS provides two modes of call management: Day Service and Night
Service. During Day Service, one of your shift configurations is active and
CMS routes each call to an agent.During Night Service, CMS answers each
incoming call, connects it to the appropriate voice announcement unit, and
disconnects the call after the message is over. Depending upon the needs of
your business, you may choose to use a tape answering machine instead of
the Dacon voice announcement unit during...

CHANGING TO NIGHTTo change from Day Service to Night Service:
SERVICEPrompt:SERVICE MODE: Change to NIGHT Service? (Y/N):___
Action:1 Type y to change to Night Service mode or type n to keep
call management in Day Service mode.
2 Press [F8] (labeled “Enter Data”).
3 If you typed y to change mode, the prompt reads:
Change Anncs for NIGHT, then press F8 when ready; or to Cancel press F1.
Until you press a key in response to this prompt, CMS will
not answer any ringing calls. Calls that are connected to an...

CHANGING TO DAY
SERVICE
To change from Night Service to Day Service:
Prompt:SERVICE MODE: Change to DAY Service? (Y/N): ___
Action:1 Type y to change to Day Service mode or type n to keep call
management in Night Service mode.
2 Press [F8] (labeled “Enter Data”).
3 If you typed y to change mode, the prompt reads:
Change Anncs for DAY then press F8 when ready; or to Cancel press F1.
When the prompt appears, CMS stops answering ringing calls
(that is, the calls keep ringing). Any calls already connected...

CMS OPERATION DURING   You can access all your status screens while CMS is in the Night Service
NIGHT SERVICEmode. If you start Night Service during a data collection hour, then for the
rest of that hour the status screens show whatever Day Service data had been
collected prior to the switchover, plus any Night Service data collected. After
that hour is over, the screens show only Night Service data.
The System Status screen shows Night Service data for the number of busy
lines and for calls waiting. It...

Day-to-Day Operation of CMS
Your day-to-day interaction with CMS primarily involves monitoring system
status during call management and using dynamic reconfiguration to make
any needed changes in the configuration being used to manage calls.
The following example illustrates how the CMS Supervisor at Bon Voyage
Travel interacts with the system during a typical day.
THE CMS SUPERVISOR’SAt 9 A.M. each business day, Pat Roberts turns on Bon Voyage’s PC and starts
ACTIVITIES AT BONmanaging calls with the Day...

Section 6: Handling CMS Calls 

Overview
When a call comes into CMS during Day Service, the system looks for an
available agent in the main split assigned to the line group for the call. If
agents are available, CMS routes the call to the agent who has been idle the
longest. After answering the call, the agent may need to do the following:



When the conversation with the customer is completed, the agent may need
to enter the After-Call-Work state to complete the necessary paperwork
associated with the call.
So that agents can...

The Agent’s Voice Terminal
This section describes the voice terminals and the features that enable CMS
agents to handle ACD (CMS) calls efficiently. The CMS Agent Card also
describes procedures for using the agent voice terminal for CMS.
The information in this section supplements the information in the AT&T
System 25 Multiline Terminal User Guide. 
That guide describes many other
System 25 features you may find useful.
Selecting Voice Terminals for Your Agents
A critical factor in selecting a voice...

All agent voice terminals will require buttons with lights for the following
features:

System Access button. Two System Access buttons are recommended.

Call-Work), and Logged Out, are required on each agent voice terminal.
In addition, the optional Assist feature requires a button with lights.

assistance. These agents must have a Station-to-Station Message Waiting
(MSG WAIT) button on their voice terminal. (Your supervisor voice
terminal will have a corresponding button so that you will know when the...