ATT System 25 Call Management System Manual

(N represents the Announcement Number and XXXXXXX is the
announcement ID.)
Status Indicator: ANNC
Effect on Call Management: Until the problem is corrected, CMS cannot
connect calls to the designated voice announcement unit. The
Announcement Unit Status field on the System Status screen is updated to
BRKN and the Annc Condtn field on the Select Announcement and Assign
Announcement screens is updated to 
BROKN.
Possible CauseCorrective Action
The voiceMake sure the voice announcement
announcement unit...

Printer Problems

Status Indicator: Don’t PrtSc
Effect on Call Management: If you press [Shift] + [Print Scrn] when this message is
displayed, CMS stops managing calls.
Effect on Data Collection: If you press [Shift] + [Print Scrn] when this message is
displayed, all data collection stops, but resumes normally when the problem
is corrected. Statistics for time logged in are not affected.
Possible CauseCorrective Action
The printer is notMake sure that the printer is plugged
receiving power.in and turned...

Possible Cause
Corrective Action
The printer is notMake sure that the printer is plugged
receiving power.
in and turned on, and that the Ready
light is on.
There’s no paper in the
1 Make sure there’s paper in the
printer, or the paper is
printer and the paper isn’t
jammed.jammed.
2 Make sure the paper is aligned
properly.
3 Press the Form Feed button on the
printer to make sure the paper
feeds properly.
There’s a loose cableMake sure the connections are secure
connection between
at both ends of the...

Possible CauseCorrective Action
There’s no paper in the1 Make sure there’s paper in the
printer, or the paper isprinter and the paper isn’t
jammed.jammed.
2 Press the Form Feed button on the
printer to make sure the paper
feeds properly.
3 When the printer is ready, repeat
your print request.
9-28 Printer Problems 

Agent Problems
An agent is not receiving any CMS calls.
Possible Cause
The agent isn’t using the
Available, ACW, or Logged
Out buttons correctly.
The agent has not been added
to the shift configuration
currently being used for call
management.
The agent used the System 25
Following or Forwarding
feature.
One or more agents are not
removed from their DGC
group.
Connective Action
Refer the agent to “Using the
Available, ACW, and Logged Out
Buttons” in Section 6, “Handling CMS
Calls” in this manual.
Add the...

 Agents continue to receive CMS calls when their Available
lights are not lit.
Possible CauseCorrective Action
The agents are pressing theRemind the agents to press the ACW
ACW button after they hang
button before they hang up.
up.
The agent is not removed from
the DGC group. Therefore,
System 25 (not CMS) is
distributing calls to the agent.
(A clue to this would be that
the CMS calls distributed to
agents by System 25 produce a
double ring, while calls
distributed by CMS produce a
single ring.)
The...

• PROBLEM: Agents sometimes find the light next to the Available button
is off even though they did not turn it off.
Possible CauseCorrective Action
CMS sent a call to the agent’sRemind agents that any time CMS
voice terminal (perhaps whensends a call to a voice terminal and it
the agent was away from the
goes unanswered, the voice terminal is
desk) and it went unanswered.automatically placed in the ACW state.
Agents should press the Available
button to make themselves available
again.
The CMS Supervisor...

The agent presses the Available, ACW, or Logged Out
button, but can’t change the status of the associated light.
Possible Cause
Corrective Action
The agent terminal switch is inTake the voice terminal out of Program
Program Mode.
Mode by moving the top left hand
switch on the agent’s voice terminal to
the midpoint (neutral) position.
NOTE: Instruct agents that if they hear
a single burst of ringing, repeating
every 60 seconds, their voice terminals
are in Program Mode, and need to be
returned to...

System Errors
WHAT THEY MEAN
WHAT TO DO
While CMS is managing calls, messages beginning with SYSERR may appear
on the error line of a status screen and also on the Events Log screen.
A 
SYSERR usually indicates that a CMS file has been damaged. (For
example, a user may have accidentally deleted a CMS file, or a power surge
may have damaged one.) A 
SYSERR does not necessarily mean that CMS
has stopped managing calls. For example, if the only 
SYSERR you receive is
SYSERR-Possible Help File Damage....

Running CMS from a Floppy Diskette Backup
If the PC’s hard disk becomes damaged, you may still be able to manage calls
with CMS by running the CMS program from the SYSTEM 25 CMS
SYSTEM WORKING COPY diskette. In order to be able to do this, the
diskette must contain the latest version of the CMS shift configurations and
system tables. (The procedure for copying the needed files onto diskettes is
described in Section 4, “Backing Up Shift Configurations.”)
When CMS is run from a floppy diskette, you cannot...