ATT System 25 Call Management System Manual

This section describes the following activities which you can perform from the
Administer Stations screen:
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Adding an Agent Station
Add an agent station to CMS.
Removing an Agent Station
Take an agent station out of CMS use.
Changing Agent Station Information
Change an agent station’s port number or voice terminal type.
Administering the Supervisor Station(s)
Identify the System 25 PDC and port number of each supervisor station,
Administering PC Jacks
Identify the PDCs and port numbers for the...

308= 22-Button BIS (with headset)
308= 34-Button BIS (with headset)
308 = 34-Button BIS, Deluxe (with headset)
308= 34-Button BIS with Display (with headset)
308 =34-Button Deluxe BIS with Display (with headset)
309= 34-Button Direct Trunk Attendant Console (DTAC)
311 =Switched Loop Attendant Console, Deluxe
4 Press [F8] (labeled “Enter Data”).
[F2] Remove Agnt Stn (Remove Agent Station)
Press this function key to display the prompts that allow you to remove an
agent station from CMS.
Prompt:
REMOVE...

[F5] Admin Supervsr (Administer Supervisor Station)
Press this function key to display the prompt that allows you to add a
supervisor station to CMS or to change supervisor station information
displayed on the screen.You can enter data for either one or two supervisor
stations. To change a field, enter information only in the field you want to
change.
Prompt:
SUPERVISOR STATION(S): PDC:Port #:2nd PDC:2nd Port #:
Action:1 Enter the PDC for the first supervisor station.
2 Enter the System 25 port number...

Administering CMS Lines and Line Groups
Your CMS supports up to 28 lines, including both CMS and transfer-queue
lines. (Refer to the next section,
“Administering Transfer-Queue Lines,” for
more information.) You can arrange your lines in up to four line groups. If
you want, you can assign all your lines to a single line group.
You can also divide lines into sub-groups (for reporting purposes), and/or
assign priority to lines. The priority of a line determines its position in the
queue of calls waiting to...

ADMINISTER LINETo administer lines and groups:
GROUPS SCREENl
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Keep your CMS Line Groups Planning Form handy. It includes
information about each of your CMS lines and line groups.
Press the function key for the activity you want to perform.
Perform the activity according to the instructions on the following pages.
NOTE: When you add, remove, or move a line, or add, remove or change
the sub-group of a line, inaccuracies may occur in the historical data,
Therefore, if you have been managing calls...

4 Enter a unique line ID of up to five letters or numbers to help
you identify the line. You may want to use the last four digits
of the telephone number, an ID which associates the line with
a particular line group (such as SERV1 or SALE1), or an ID
which indicates the type of line (such as WATS1).
NOTE: A CMS line ID cannot begin with the letter “Q.” Only
transfer-queue lines can have ID’s beginning with a “Q.”
5 Enter the 4- digit System 25 trunk number (0001 through 9999).
6 In the Type field, enter...

[F4] Chg CMS LineInfo (Change CMS Line Information)
Press this function key to display the prompts that allow you to:
l Add, delete, or change a CMS line’s sub-group
l Change the System 25 port number of a CMS line
l Change the line ID of a CMS line
l Change the System 25 trunk number of a CMS line
l Change the trunk type of a CMS line
l Turn priority on or off for a CMS line
Prompt:CHANGE CMS LINE INFORMATION: for Old Line ID:
Action:1 Enter the line ID of the line to be changed.
2 Press [F8] (labeled...

[F5] Assgn/Chg Group ID (Assign/Change Group ID)
Press this function key to display the prompt that allows you to assign or
change a line group’s ID. IDs help you identify the line groups on the status
screens and reports.A line group and a split can have the same ID.
Prompt:ASSIGN/CHANGE GROUP ID: Group (A-D): _ New ID:
Action:1 Enter a line group letter (A through D).
2 Enter the new line group ID (up to 5 letters or numbers).
3 Press [F8] (labeled “Enter Data”).
[F6] Admin Xfr Que(Administer...

Administering Transfer-Queue Lines
Each line group can have up to three transfer-queue lines assigned to it. Each
transfer-queue line is automatically assigned as a priority line. The priority
status of a transfer-queue line can only be changed from the Line Status
screen. (See “Using the Line Status Screen” in Section 5.) Transfer-queue
lines allow an agent to transfer a call to another line group’s queue. When
the call is received by that line group, it is then treated as a 
new incoming
CMS call. It...

ADMINISTER QUEUEDTo administer transfer-queue lines:
TRANSFER SCREENl Keep the Transfer-into-Queue Planning Form handy.
l Press the function key for the activity you want to perform
NOTE: When you add, remove, or move a transfer-queue line, or add,
remove, or change the sub-group of a transfer-queue line, inaccuracies
may occur in the historical data. Therefore, if you have been managing
calls with CMS and decide to make changes to transfer-queue line
administration, print any outstanding historical...