ATT System 25 Call Management System Manual

Effect on Call Management: Until this problem is corrected, CMS cannot
manage calls.See “Managing Calls When CMS is Not Running” at the end
of this section.
Possible CauseCorrective Action
The CMS PC Interface1 From the Initialization screen, press
Card is installed
[F8] (labeled “Exit Call Mgt”), then
incorrectly.press 
[F8] (labeled Exit to DOS)
to exit to MS-DOS.
2 Turn off the PC and unplug it from
the power source.
3 Make sure the CMS PC Interface
Card is installed as described in the
AT&T System...

Warning Messages
Problems that generate warning messages on the Initialization screen do not
halt the CMS call management startup procedure. While these problems do
not prevent CMS from managing calls, they do adversely affect call
management in various ways as indicated, and should be corrected as quickly
as possible.

(where X refers to either PC jack CU1 or PC jack CU2).
Effect on Call Management: If the System Access feature has not been
administered on CU1, CMS cannot transfer calls.
NOTE: The...

Effect on Call Management: Some CMS calls are disconnected before being
connected to an agent station.
Possible CauseCorrective Action
The modular cablesReverse the cables connected to PC
connected to PC jacksjacks CU1 and CU2. Then restart
CU1 and CU2 are
CMS call management from the CMS
reversed.Menu.
PC jack CU1 isCheck that PC jack CUl is connected
connected to theto the wall jack assigned to CU1.
wrong System 25 ATL
If this is not the problem, have the
port.System 25 Administrator check the
Station...

XXXXX) 
(where NN is the button number on CU1 and XXXXX is the Line
ID associated with the CMS or transfer-queue line).
Effect on Call Management: CMS does not recognize an incoming call, and
therefore, does not answer the call.
Possible Cause
The modular cables
connected to PC jacks
CU1 and CU2 are
reversed.
PC jack CU1 is
connected to the
wrong System 25 ATL
port.
System 25 feature
administration of
button number NN for
PC jack CU1 is
incorrect.
The trunk with Line ID
XXXX is administered
for Dial-in...

PDC ZZZZ) 
(where NN is the button number on PC jack CU1, XXXXXX is
the voice announcement unit ID, and ZZZZ is the voice announcement
unit’s PDC).
Effect on Call Management: Calls cannot be transferred to the voice
announcement unit.
Possible CauseCorrective Action
The modular cablesReverse the cables connected to PC
connected to PC jacksjacks CU1 and CU2. Then restart call
CU1 and CU2 are
management from the CMS Menu.
reversed.
PC jack CU1 is
Check that PC jack CU1 is connected
connected to theto the...

ZZZZ) 
(where NN is the button number on PC jack CU2 and ZZZZ is the
PDC of the agent’s voice terminal).
Effect on Call Management: CMS agents do not receive CMS calls.
Possible Cause
Corrective Action
The modular cablesReverse the cables connected to PC
connected to PC jacks
jacks CU1 and CU2. Then restart
CU1 and CU2 areCMS call management from the CMS
reversed.Menu.
PC jack CU2 isCheck that PC jack CU2 is connected
connected to theto the wall jack assigned to CU2.
wrong System 25 ATL
If this is not...

Effect on Call Management: Calls cannot come into a line group with no lines.
Possible CauseCorrective Action
You have at least one1 From the Initialization screen, press
agent split assigned to[F1] (labeled Config Screen) to
a line group containing
get to the Configuration screen.
no lines.2 By looking at the Num column in
the Answer/Force Delay area and
the “Main” and “Sec” columns in
the Call Flow area, find the line
group(s) (A-D) with no lines and a
main and/or secondary split
assigned to it...

SCREEN.
Effect on Call Management: If both the main and secondary splits assigned to a
line group have no agents, calls coming in on that group of lines will not be
answered. If the main split has agents but the secondary split does not, calls
coming in on that group of lines cannot be intraflowed. If the main split has
no agents but the secondary split does, and if intraflow is on, calls coming in
on that group of lines will be connected to a delay message, then put on hold
until they can be...

Effect on Call Management: Calls coming into a line group with no main split
assigned to it will be answered only if intraflowed.
Possible Cause
Corrective Action
You have at least one1 From the Initialization screen, press
line group with no[F1] (labeled “Config Screen”) to
main split assigned to
get to the Configuration screen.
it, but with a
2 Looking at the Call Flow area, find
secondary splitthe line group(s) with no main split
assigned to it.
assigned.
3 Following the instructions in...

Status Indicator: LoStorage
Possible CauseCorrective Action
This message appears1 Exit to MS-DOS by pressing [F8]
when there is room for(labeled “Exit to DOS”) on the
less than ten days of
CMS Menu.
historical data.
2 Access the cmsrept directory by
typing
cd  cms  cmsrept
then press [Enter].
3 Type dir, then press [Enter] to
display the names of all the files in
the directory.
Data files are in the form
dyymmdd.cms (where yymmdd
represents a year, a month, and a
day.
4 If you plan to delete files, but...