ATT System 25 Call Management System Manual

Prompt:ADD AGENT: Last Name:First:ID:
Action:1 Enter the agent’s last name, up to 12 letters, numbers, or
special characters (such as *
or #), with no spaces between
them. The last name appears in uppercase and/or lowercase
letters, exactly as you type it.
2 Enter the agent’s first name, up to 8 letters, numbers, or
special characters, with no spaces between them. The first
name appears in uppercase and/or lowercase letters, exactly as
you type it.
3 Enter a unique agent ID, up to 5 letters or numbers....

Action:1 Enter the agent ID as it appears on the screen.
2 Enter the new last name, or leave the field blank if you don’t
want to change it.
3 Enter the new first name, or leave the field blank if you don’t
want to change it.
4 Press [F8] (labeled “Enter Data”).
[F5] Next Page/Prev Page (Next Page/Previous Page)
If the Agent Directory contains more than 30 entries and the first page is
displayed, [F5] is labeled “Next Page.”Pressing this key allows you to look
at the second page of the Agent Directory....

Building or Editing Shift Configurations
A shift configuration is an arrangement of line groups and agent splits for
managing calls. Before CMS can begin managing calls, you must build at
least one shift configuration. You can build as many as six configurations to
handle different calling patterns in your business. For instance, a business
may require Day, Evening, and Weekend configurations.
CMS Night Service mode (which is different from System 25 Night Service)
can be used when no agents are on duty....

Administering shift configurations begins with the Configuration List screen
shown below. Pressing 
[F4] (labeled “Config List” ) from the Administration
Menu screen selects this screen.
CONIFIGURATION LISTADMIN CMS1.0 3:18p 04/18
STORED SHIFT CONFIGURATIONS
1
2
3
4
5
6—
—
—
—
—
—DAY
EVENING
WEEKEND
UNUSED
UNUSED
UNUSED
F10  - Help
F Select F SaveF Rename F ChooseF Config F Admin
1 Config 2 Config 3 Config 4 Startup
7 Screen 8 Menu
This section describes the following activities you can perform from the...

Building or Editing a Shift Configuration
This section describes how to build a new shift configuration or change
(edit) an existing one.Your CMS cannot manage calls while you are using
these procedures. (To edit an active shift configuration without stopping
call management, follow the instructions in “Dynamic Reconfiguration” in
Section 5.)
Building or editing a shift configuration involves these activities:
l
l
l
l
lSelecting the shift configuration you want to build or edit
Assigning agents to splits...

CONFIGURATIONADMIN CMS1.0 3:20p 04/18
AGENT SPLITSANSWER/FORCE DELAY
|--Agent--|
|--Agent--|
Num Answer ForceSplitPDCIDSplitPDCIDGroupLinesDelayDelay
1 PUBLIC
2 BUSNS
3 CHART
4 SUPPT
401
402
403
404
405
406
407
408
409
410
411
412
415
416LINDAJOELIENJENNY
SCOTT
BILLSARAHJOHNJIM
BERNE
DONALLANANDY
LOU
4 SPPT
5 -
6 -
417418424
CRAIG
BARB
CJA PUBLC
B BUSNS
C CHART
D -
9
6
5
010s
0s
5s
5sOff
On
Off
Off
CALL FLOW
Flow
|-Splits-|IntraSpl ThreshGpMainSecFlowA
B
C
D1
2
3
-4
3
2
-OnOff
Off
Off
1
2
3
4
5
650s
30s...

The following Configuration screen illustrates a new configuration that has
yet to be built.
The items in the following list correspond to the circled letters in the
previous screen. They show the initial settings supplied for a new
configuration.
a
b
c
d
e
f
g
Split numbers 1 through 6 are displayed in the Agent Splits area.
Split IDs will be displayed if the splits have been previously named.
Otherwise, a hyphen (-) will appear in the “Split” column.
Answer delay is set to 5 seconds.
Force delay is...

– Administering Call Flow
Assign splits to cover line groups, turn intraflow on or off, or set
Intraflow Thresholds for splits.
– Clearing a Configuration
Delete the contents of a configuration.
– Returning to Other Screens
Return to the Configuration List screen by pressing [F7] (labeled
“Config List” ), where you can save the configuration you have just
built or edited. Return to the Administration Menu by pressing [F8]
(labeled Admin Menu) to select another administration activity.
CONFIGURING...

To configure splits, press the function key for the activity you want to
perform:
[F1] Add Agent
Press this function key to display the prompt that allows you to assign an
agent to a split. The agent must already be listed on the Agent Directory
screen and the station must already appear on the Administer Stations screen.
A split may have up to 28 agents.A total of 28 agents can be assigned to a
shift configuration.
HINT: If you want to add an agent who is not already in the Agent
Directory, use [F5]...

Action:1 Enter the ID for the agent you want to move.
2 Enter the agent’s new PDC or leave this field blank if you
want the agent to stay at the same station.
3 Enter the agent’s new split number (1 through 6) or leave this
field blank if you want the agent to stay in the same split.
4 Press [F8] (labeled “Enter Data”).
[F4] Replace Agent
Press this function key to display the prompt that allows you to substitute
one agent for another at a particular agent station.
Prompt:
REPLACE AGENT: Remove Agent...