ATT System 25 Call Management System Manual

Managing Calls When CMS is Not Running
If you need an alternate method of distributing calls to agents when CMS is
not ruining, use the System 25 Direct Group Calling (DGC) Contingency
Plan. This feature should have already been administered by the System 25
Administrator or CMS installer.
If this feature has not been administered, you can use the Alternative
Contingent Plan described later in this section.
ABOUT THE DGC
FEATURE
Agent stations are divided into DGC groups, with each agent station...

ALTERNATIVE TOIf you have not set up a DGC contingency plan, you can still distribute your
CONTINGENCY PLANcalls manually, as follows:
1 Unplug the cord connected to PC jack CU1.
2 Plug the cord into a 34-Button Deluxe voice terminal.
3 Answer the calls and transfer them to the appropriate agents.
NOTE: If you have Personal Line buttons administered on your
supervisor voice terminal for all the CMS and transfer-queue lines,
then you can use that voice terminal to answer CMS calls (instead
of unplugging...

Section 10: Ongoing System Administration 

Overview
Once the System 25/CMS installer has installed and administered CMS and
System 25, you can begin CMS operation. However, as the needs of your
business change, you may find that you need to add or remove lines, stations
or voice announcement units. If this happens, you can make the necessary
CMS administration changes and then request a Partial Print of System 25
administration instructions. The Partial Print will show only those System 25
administration changes needed as a result of changes to...

The Partial Print
The page(s) of the Partial Print have the same format as those in the initial
administration instructions. However, the words “CMS PARTIAL
PRINTOUT” appear on each page as a reminder that these administration
instructions reflect only changes in System 25 administration made since the
last System 25 File Update or Full Print of System 25 administration
instructions. (The changes shown in the System 25 administration
instructions printout represent System 25 administration needed to...

The Partial Print 10-3 

The voice terminal buttons that are labeled on a Partial Print Button Layout
page reflect the button features that need to be added, changed, or deleted.
As in the illustration, the numbers and labels across the top of the buttons
indicate the following:
a The button number
b The System 25 button feature
c The button feature code.
In this example, Buttons 35 and 37 show button features that need to be
added because of the addition of a line and a voice announcement unit,
respectively.The label on button...

Adding Lines, Stations, or Voice Announcement Units
CMS LINES
CMS AGENT AND
SUPERVISOR STATIONS
In general, when adding lines, agent stations, supervisor stations or voice
announcement units to CMS, update the CMS Planning Forms with the new
information, and complete the necessary System 25/CMS implementation
forms. (Refer to the CMS Planning Guide for instructions.) Then administer
CMS to reflect these additions, and generate a Partial Print.
Give the hand-completed System 25/CMS implementation forms...

TRANSFER-QUEUE LINESTo add a transfer-queue line, obtain a trunk number and System 25 port
assignment for the transfer-queue line’s Loop Start Trunk port and a PDC
and System 25 port assignment for single-line port from the System 25
Administrator. Update the Transfer-into-Queue Planning Form with the new
information.
Referring to the Transfer-into-Queue Planning Form, administer the transfer-
queue line on the CMS Admin Queued Transfer screen. Then generate a
Partial Print of System 25 administration...

Changing Station, Line, PC Jack, or VAU Information
When making changes in PDCs or port numbers of CMS equipment or
facilities, obtain the completed System 25/CMS implementation forms from
the Administration Records binder and make the desired changes on these
forms. Update the appropriate CMS Planning Forms with this information,
and administer the changes on the appropriate CMS screens. Then generate
a Partial Print of System 25 administration instructions. Any changes you’ve
made that require System...