ATT System 25 Call Management System Manual

Index
A
Abandoned Call Threshold, definition of, 4-48ACD. See Automatic Call Distributor
ACW Button, using, 6-5. See also After-Call-Work StateAdministering Announcements, 4-19 — 4-21Administer Announcement screen, 4-19
using the Administer Announcement
screen, 4-20 — 4-21Administering Answer Delay and Force Delay,
4-38 — 4-39. See also Answer Delay Option
answer delay, 4-38 — 4-39
Configure Delay screen, 4-38
force delay, 4-39
using the Configure Delay screen, 4-39
Administering Call Flow, 4-40 — 4-43....

CCall Flow, 5-30administering, 4-38 — 4-41Configure Call Flow screen, 5-42
reconfiguring, 5-42 — 5-43
Call Management, 2-2, 2-4
Menu Map for, 5-2
monitoring, 5-10
problems, 9-18 — 9-21typical application of CMS, 2-10 — 2-12
Call Management System (CMS), 1-1, 2-1, 2-4, 5-1
Day Service mode, 2-2 — 2-4day-to-day operation of, 5-53handling calls, 6-1 — 6-10
managing, 2-13 — 2-14. See also Managing CMS
Menu screen, CMS, 5-3
Night Service mode, 2-3 — 2-4
startup procedures, 5-3 — 5-7
testing. See CMS...

DDACON-DA-5SL Voice Announcement Unit, 2-16 — 2-17
Daily Agent Split Summary Report, 7-6 — 7-7
Daily Split Report, 7-11Dataediting, 3-13 — 3-14
entering, 3-13 — 3-14using the Help screens, 3-14
validating, 3-14
Day Service Mode, 2-3 — 2-4changing to, 5-51
selecting, 5-49
Day-to-Day Operation of CMS, 5-53
CMS supervisor’s activities at Bon Voyage, 5-53
D8W-87. 
See Modular-Plug Station Cord
Deleting Information, 10-7
agent stations, 10-7
CMS lines, 10-7
supervisor stations, 10-7
Direct Group Calling (DGC)...

Key to Line Group Report Data, 7-20 — 7-22
Key to Line Status Screen Data, 5-28 — 5-30
call flow information, 5-30
line group summary line, 5-29
line status, 5-28 — 5-29
split status, 5-30
Key to Split Status Screen Data, 5-22
agent status, 5-22 — 5-24
call flow information, 5-25
split status, 5-25
split summary line, 5-24
Key to System Status Screen Data, 5-15 — 5-18
announcement unit status, 5-16
line group information, 5-15
split information, 5-16 — 5-18
L
Line Group(s), 2-2
assigning, 4-29
planning...

QSetting Options, 4-47 — 4-50
Quick Reference Guide to Dynamic Reconfiguration,abandoned call threshold, 4-48
5-48. See also Dynamic Reconfigurationaudible alarm on/off, 4-48
CMS-port personal line button verify, 4-49
R
service level limit, 4-47 — 4-48
Set Options screen, 4-47
Reconfiguring Answer Delav or Force Delav, 5-40 — 5-41setting options, 4-49 — 4-50Configure Delay screen, 5-41Reconfiguring Call Flow, 5-42 — 5-43
Reconfiguring Splits, 5-36 — 5-39
Recording Messages, 2-17 — 2-18
Renaming a Shift...

Support Split, 2-11, 4-29
System Errors, 9-33
System Manual, 1-2
System Status Screen, using, 5-12 — 5-14key to screen data, 5-15 — 5-18
System Tables File, 4-67 — 4-68, 8-2. See also
Backing Up Shift Configurations
copying historical System Tables to hard disk, 8-3
restoring current System Tables files, 8-4
System 25
administering System 25 to support CMS, 1-1
administrator, responsibilities, 2-14
Direct Group Calling (DGC) Group Coverage feature, 2-8
Night Service mode, 4-29
ongoing administration,...