ATT System 25 Call Management System Manual

FIGURE 6-1 Typical Button Assignments on a CMS Agent Voice Terminal.
1 The volume control adjusts speaker and ringer6 An Assist (MSG WAIT) button is used by the
loudness.
2 Conference, Drop, Transfer, and Hold help the
agent handle calls more efficiently.
3 The T/P switch is used to program and test
voice terminal features. For CMS operation,
the switch must be set to the middle position.
4 The lights next to the three agent-state buttons
(Available, ACW, and Logged Out) let CMS
know whether an agent is...

Using the Agent Voice Terminal for CMS
Your CMS agents can announce their availability or unavailability for CMS
calls, place and answer both inside and outside calls, signal you for
assistance, transfer calls, and, when CMS is not managing calls, answer calls
that come into a DGC group.
In the following procedures, some button names have brackets surrounding
them, such as [AVAILABLE] or [DSS]. This indicates the feature assigned to
the button. For features such as DSS, Flexible DSS, or Repertory...

To enter the Logged Out state, the agent should do the following:

(The light next to the Logged Out button turns on, and the light next to
the Available or ACW button turns 
off.)
When ready for CMS calls again, the agent should press the Available button.
(The light next to the Available button turns on.)
ANSWERING CMS CALLSDuring Day Service, when a CMS call comes in, the CMS automatically
distributes the call to the agent in the appropriate split who has been idle the
longest. If all agents are busy,...

USING THE ASSISTAt times an agent may want to signal you that assistance is needed. To do
BUTTONso, the agent can press the Assist button. (This will not interrupt the current
CMS call.) This action turns on the green light next to the corresponding
Assist button at your voice terminal. To find out what line the agent is using
so that you can join the agent’s call in progress, look at the CMS Line Status
screen or appropriate Split Status screen. Either you or the agent can turn off
the Assist button...

Transferring Calls to a Specific Person on System 25
To transfer a call to a specific person on System 25, the agent must do the
following:
1 Press [TRANSFER].
(The green light next to the button of the call winks, indicating the call is
put on hold.)
2 Listen for dial tone.
3 Dial the person’s PDC or press the [DSS], [FLEX DSS], or [REP DIAL]
button for that person.
NOTE: If the agent misdials the number, the agent can return to the held
call by pressing the button next to the winking light. Then return...

DGC GROUPSDirect Group Calling (DGC) groups may be set up to provide an alternate
means of call distribution when CMS is not able to distribute calls. When
CMS is managing calls, all agents must remove themselves from their
assigned DGC groups so that CMS can distribute calls to them.
If CMS is not able to distribute calls, the agents must return to their DGC
group assignments so that System 25 can distribute calls to the CMS agents.
When System 25 is distributing calls, and agents need to make...

The CMS Supervisor’s Voice Terminal
As the CMS Supervisor, you are required to have one 34-button deluxe voice
terminal. On your voice terminal you may want the following features:

recommended in order to provide you with the ability to do Service
Monitoring. These Personal Line button assignments will also allow you
to answer and/or join CMS calls, if the need arises. One button with
lights is required for each Personal Line appearance.

agent with an Assist (MSG WAIT) button. These buttons must have...

USING THE ASSIST
FEATURE
4 Press [SPEAKER] to join the call.
You will not be able to speak to either person unless you lift your
handset. If you listen to the call through the handset instead of through
the voice terminal speaker, the caller and agent may be able to hear
surrounding room noise.
5 Press [SPEAKER] again to leave the call.
For each agent who may need a visual means of signaling you for help, there
must be a System 25 Station-to-Station Message Waiting button on the
agent’s voice terminal...

Section 7: Generating CMS Reports 

Overview
In addition to real-time status screens, CMS provides a wealth of
Management Information System (MIS) data through historical reports.
They can help you manage your resources efficiently and cost effectively.
For instance, you can use reports to forecast staffing needs and to see if
line groups need more or fewer lines.
The reports are generated from historical data stored on the hard disk.
You can print reports whenever CMS is not managing calls.
This section, “Generating CMS Reports” is...