ATT System 25 Call Management System Manual

Entering and Editing Data
Entering and editing data is easy. You enter data by pressing function keys
and responding to the prompt that appears on the prompt line on your
screen. Prompts contain one or more fields (blank spaces) into which you
type your responses.Whenever a prompt appears, the function keys are
labeled as shown in the screen below.
AGENT DIRECTORYADMIN CMS1.O 2:31p 04/18
AGENT DIRECTORY
Last Name
FirstIDLast NameFirstID
Abell
Beckman
Brown
Chu
Dumbra
Fang
Fenton
Garcia
Gerkensmeir...

MOVING THE CURSORMany CMS prompts contain several empty fields, as in the following
example:
ADD AGENT: Last name:First:ID:
When a prompt appears, the cursor is positioned at the beginning of the first
field. Use the keys shown below to move the cursor within a prompt:
PressOrTo move the cursor
[F5] (labeled[Shift] + [Tab]to the beginning of the
“Previous(while holding down
previous field (except
Field”)[Shift], press [Tab] )when the cursor is in the
first field).
[F6] (labeled[Tab]to the beginning of...

EDITING DATA 
VALIDATING DATA  
USING THE HELP 
SCREENS
To
l
To
l
To
l
To
l
IMPORTANT: To cancel any prompt, press [F1] (labeled “Cancel
Prompt”) or [Delete].Any data you entered in the prompt fields are
ignored, the prompt disappears, and the function key labels change
from data entry labels to the labels for the particular CMS screen.
change a character in a field:
Move the cursor to the incorrect character and simply type another
character over it.
add characters at the end of an entry:
Press [ ® ]...

Section 4: Administering CMS 

Overview
Administration enables you to tailor CMS for your business. The starting
point for administration is the Administration Menu, shown below. You can
get to it from the CMS Menu and from several other screens.
ADMINISTRATION MENUADMIN CMS1.O 9:35a 04/18
Administration MenuF1 Administer Stations
F2 Administer Lines, Line Groups and Announcements
F3 Agent Directory
F4 Shift Configurations
F5 Set Options
F6 Select Exception Thresholds to be Monitored
F7 Print SYSTEM 25 Administration Instructions
F8...

l Setting Options
Tailor CMS to your business needs by defining your Service Level Limit,
Abandoned vs. Incoming Call Threshold, and Transfer Return Threshold.
You can also set your PC to beep whenever an unusual or undesirable
situation occurs. In addition, you can turn on and off a validation option
that causes CMS to perform a check of PC-Port Personal Line button
administration when call management is started.
l Selecting Exception Thresholds to be Monitored
Select the agent, split, and line group...

The map of the CMS Administration screens in Figure 4-1 illustrates the
interrelationships of the screens used for CMS administration.
FIGURE 4-1 Menu Map for CMS Administration.
Overview 4-3 

Getting Started
STARTING CMS
ADMINISTRATION
These procedures describe turning on the PC and selecting an administration
activity from the Administration Menu.
To start administering CMS:
1 Make sure the PC’s floppy drive is empty; then turn on your PC.
The AUTOEXEC.BAT file, installed on your PC’s hard disk during the
CMS installation process, causes the CMS Menu to be displayed
automatically after MS-DOS Resident Diagnostics are run. (For more
information, see “The AUTOEXEC.BAT File” in Section 3.)...

2 Press [F4] (labeled “Admin CMS”) to begin administering CMS.
The Administration Menu screen, shown below, appears.
ADMINISTRATION MENUADMIN CMS1.O 9:35a 04/18
F1
F2
F3
F4
F5
F6
F7
F8
Administration Menu
Administer Stations
Administer Lines, Line Groups and Announcements
Agent Directory
Shift Configurations
Set options
Select Exception Thresholds to be Monitored
Print SYSTEM 25 Administration Instructions
Exit Administration (Go to CMS MENU)
SELECT ADMINISTRATION FUNCTION
F1O - Help
F Admin F Lines/ F...

Administering Stations
Administering stations with the CMS PC involves:

each agent station (voice terminal)




station, or PC jack, as needed
IMPORTANT: Port number and PDC assignments are made by the
System 25 Administrator. Changes in port number and PDC
assignments should not be made without consulting the System 25
Administrator. System 25 and CMS must reflect the same
assignments of port numbers, PDCs, and voice terminal type for
correct operation of CMS. If you make any additions, deletions, or...