ATT System 25 Call Management System Manual

Overview
The Call Management System for System 25 is a powerful tool for managing
your incoming calls.With CMS, you can handle calls efficiently, distribute
the workload equally among your agents, and collect many types of data on
call traffic and call handling performance.
“Understanding CMS” includes information that is basic to understanding
CMS. It is organized as follows:
Key Terms and Concepts
Explains important CMS terms.
Optional CMS Features
Describes four optional CMS features.
A Typical CMS...

Key Terms and Concepts
The terms listed below appear frequently in this manual and other CMS
documents. The paragraphs that follow the list offer explanations of these
key concepts:








Automatic Call Distributor
(ACD)
Trunks (Lines) 
Line groups 
Line sub-groups 
Priority lines 
Agents
Agent splits 
Shift configurations  
Main and secondary










splitsIntraflow
Intraflow Threshold 
Answer Delay 
Force Delay 
Logged Out state 
Available state 
After-Call-Work (ACW) state  
Call management 
Day...

In a shift configuration, some agent splits are main splits and others are
secondary splits. A main split has primary responsibility for answering calls
for a line group. A secondary split acts as a backup to the main split for a
line group. Agents in the secondary split answer calls that come in for the
line group when all agents in the main split are busy or unavailable. Routing
calls to the secondary split is called 
intraflow. The number of seconds a call
waits for an agent in the main split before...

Call management is the automatic distribution of calls that come in on CMS
lines. CMS provides two modes of call management, Day Service and Night
Service. 
When Day Service mode is active, a call that comes into CMS goes
through this basic sequence of steps:
1.
2.
3.
4.
5.CMS looks for an available agent in the main split assigned to the line
group on which the call came in. (If the Force Delay option is turned on,
calls are not transferred to an agent until callers have heard the entire
delay message,...

Optional CMS Features
As you plan your CMS, you may want to consider the following optional
features for CMS operation:


The Assist and Transfer-into-Queue features help CMS agents in their
daily routine.
The Service Monitoring feature allows you to monitor your agents’ calls.
When CMS is not managing calls, you can use the CMS contingency plan
to distribute calls automatically to agents.
THE ASSIST FEATUREFeature Description
The Assist feature provides agents with a visual means of signaling you when...

The CMS Transfer-into-Queue feature can be used by CMS agents and other
System 25 users; for example, the System 25 Attendant can use this feature to
transfer calls that come in on non-CMS lines to a particular CMS line group
for servicing. The agent, or other System 25 user, transfers the call to a
“ghost” single-line voice terminal whose associated System 25 port on a Tip
Ring Line or Analog Line Circuit Pack is physically connected to a port on a
Loop Start Trunk Circuit Pack. Though neither a “real”...

FIGURE 2-1 Hardware Connections for the Transfer-into-Queue Feature.
LEGEND:
ZTN77 - C.O. Line Loop Start Trunk Circuit PackB - 3 to 1 Splitter Connectorized Cable (OR6016)
ZTN78 - Tip Ring Line Circuit PackW1 -1-Pair Inside Wiring Cable
TN742 - Analog Line Circuit Pack
C2- Octopus Cable (WP90780)
CMS Administration Requirements
The transfer-queue line must be administered on the Admin Queued Transfer
screen. See “Administering Transfer-Queue Lines” in Section 4 for details.  
System 25 Administration...

CONTINGENCY
Hardware Requirement
None.
CMS Administration Requirements 
None.
System 25 Administration Requirements
Administer Personal Line buttons on your supervisor voice terminal.
PLANFeature Description
When CMS is not managing calls, either because you are generating reports
or administering the system, or in the event of PC problems which prevent
CMS from managing calls, you can still distribute calls automatically to agents
if you have implemented the CMS contingency plan. This backup plan uses...

IMPORTANT:   The administration of fictitious System 25 voice terminal
ports causes the following message to be entered as a Permanent
System Alarm and also causes the Alarm light on the Attendant
console to flash following a Warm Start of System 25:
XXXXX Port Board Missing But Administered
(XXXXX represents the port number of the fictitious port.)
The Attendant Alarm light can be turned off by removing the
Permanent System Alarm message through System 25 administration.
The System 25 translations for...

A Typical CMS Application
In this part of the manual you’ll learn about a fictitious travel agency, Bon
Voyage Travel, which uses CMS to manage the revenue producing incoming
call traffic for its System 25 communications system. Examples based on Bon
Voyage Travel are used in the remaining sections of this manual.
CMS AND BON VOYAGEAt Bon Voyage Travel, agents plan and book trips for several types of
TRAVELcustomers. Most of the travel agency orders are placed by phone, so CMS
plays an important role in...