ATT System 25 Call Management System Manual

							AT&T
AT&T SYSTEM 25
CALL MANAGEMENT SYSTEM
SYSTEM MANUAL 
						

							©1988 AT&T
All Rights Reserved
Printed in USA
Call Management System
System Manual
Prepared by System 25
Document Development Group and the
Technical Publications Group 
						

							Contents
Section 1: Introduction
How to Use the CMS Documents1-1
Section 2: Understanding CMS
Overview2-1
Key Terms and Concepts2-2
Optional CMS Features2-5
A Typical CMS Application
2-10
Managing CMS2-13
CMS Components2-15
Section 3: Your PC and CMS
Overview3-1
Duplicating the CMS Diskettes3-2
Installing the CMS Software
3-5
Using Your PC with CMS3-10
Section 4: Administering CMS
Overview
Getting Started
Administering Stations
Administering CMS Lines and Line Groups
Creating an Agent Directory
Building or Editing Shift Configurations
Setting Options
Selecting Exceptions
Printing System 25 Administration Instructions
Backing Up Shift Configurations
4-1
4-4
4-6
4-10
4-26
4-29
4-47
4-51
4-63
4-67
Section 5: Supervising CMS
Overview
Startup Procedures
Making Agents Available for CMS Calls
Monitoring Call Management
Supervising Your Agents
Dynamic Reconfiguration
Selecting Day or Night Service
Day-to-Day Operation of CMS
5-1
5-3
5-8
5-10
5-33
5-34
5-49
5-53 
						

							Section 6: Handling CMS Calls
Overview6-1
The Agent’s Voice Terminal6-2
The CMS Supervisor’s Voice Terminal
6-10
Section 7: Generating CMS Reports
Overview7-1
Types of CMS Reports7-3
Section 8: Archiving Data
Overview8-1
Section 9: Troubleshooting
Overview
Startup Problems
Call Management Problems
Voice Announcement Unit Problems
Printer Problems
Agent Problems
System Errors
Running CMS from a Floppy Diskette Backup
Managing Calls When CMS is Not Running
9-1
9-2
9-18
9-22
9-26
9-29
9-33
9-34
9-35
Section 10: Ongoing System 25 Administration
Overview10-1
The Partial Print10-2
Adding Lines, Stations, or Voice Announcement Units10-5
Changing Station, Line, PC Jack, or VAU Information10-7
Removing Lines, Stations or Voice Announcement Units 10-8
Glossary
OverviewG-1
CMS and System 25 TermsG-2
Index
IndexI-l 
						

							Section 1: Introduction 
						

							How to Use the CMS Documents
The Call Management System (CMS) is the Automatic Call Distributor (ACD)
for System 25. The CMS component of System 25 answers calls and connects
them to available agents.When there’s more than one agent available for a
call, CMS connects the call to the agent who has been idle the longest. If no
agent is available, CMS connects the call to a delay message. When the
message is finished playing, CMS places the call on hold until an agent
becomes available.
It’s important that your System 25 is administered to support CMS and that
the CMS options and parameters are set to meet your call management
needs. The explanations and instructions in each of the following CMS
documents can contribute to a fully integrated System 25/CMS system.
CMS PLANNING GUIDEThe AT&T System 25 Call Management System Planning Guide (CMS Planning
(555-532-650)Guide) is designed to help you, the CMS Supervisor, together with the System
25 Administrator plan a fully integrated System 25/CMS oriented to the way
your business operates.
The “Original Forms” section of the 
AT&T System 25
Call Management System binder 
(CMS binder) includes planning forms for
recording the decisions you make during planning. A complete set of
planning forms will help ensure a trouble-free system installation and
administration.
NOTE: If you don’t have a completed set of planning forms at this
point, the CMS Planning Guide is the place to start.
CMS INSTALLATION ANDThe AT&T System 25 Call Management System Installation and Startup Guide
STARTUP GUIDE (CMS Installation and Startup Guide) comes packaged with the CMS binder.
(555-532-504)When you have completed the planning forms described in the CMS Planning
Guide, the System 25/CMS installer can use the CMS Installation and Startup
Guide to get your CMS up and running. This document leads the System
25/CMS installer through the steps needed to prepare the PC for CMS. These
include:





Installing the AT&T CMS PC Interface Card
Installing the MS-DOS operating system
Installing the CMS software
Administering CMS
Administering System 25 to support CMS
Testing CMS
When finished, you will have a fully operational CMS with a primary
configuration.
Once you have an operational shift configuration, you should keep the CMS
Installation and Startup Guide in the CMS binder for future reference.
How to Use the CMS Documents 1-1 
						

							CMS SYSTEM MANUALThis is the manual you are reading now. It contains information on every
(555-532-110)aspect of CMS operation and administration, from understanding CMS to
troubleshooting. The AT&T System 25 Call Management System, System Manual
(CMS System Manual) can be used after the initial installation and
administration described in the CMS Installation and Startup Guide.
AGENT CARD
(555-532-506)
Copies of the card are packaged with this binder. CMS agents can use the
card as a handy reference for using the agent voice terminal with CMS. Each
CMS Supervisor and agent should have one of these cards.
What’s in This Manual
The CMS System Manual is intended for the CMS Supervisor, the person
who oversees the setup and operation of CMS, 
and the System 25
Administrator, who is responsible for the administration and operation of
System 25. Here you will find an overall description of CMS – all the
concepts, procedures, and other information you need to make the most of
CMS in your business.
This information is organized as follows:
Introduction
This section previews the contents of the manual and explains what the
special symbols and typefaces mean.
Understanding CMS
This section includes the following background information about CMS:
—Definitions and descriptions of key terms and features
– Description of how Bon Voyage Travel, a fictitious business, uses CMS
– Description of the responsibilities and interactions of the CMS Supervisor
and the System 25 Administrator for CMS operation
– Description of CMS components
– Contingency planning
Your PC and CMS
This section gives you instructions on how to make duplicates of the CMS
diskettes and install the CMS software. You’ll also learn how to enter and
edit data in response to prompts that appear on your AT&T Personal
Computer (PC) screen.
1-2 How to Use the CMS Documents 
						

							Administering CMS
This section tells you how to use your PC to administer CMS. This includes
identifying  stations, identifying agents, identifying CMS lines, assigning voice
announcement units, and building a shift configuration (an arrangement of
line groups and agent splits for call management).
This section also describes other administration tasks used to fine tune CMS
for your business.
These include setting options and exception thresholds to
alert you of unusual and undesirable situations. Procedures for making a
backup copy of your shift configuration(s) are also described. A menu map
illustrates the interrelationships of the screens used for CMS administration.
Supervising CMS
From the information in this section, you will learn how to activate a shift
configuration, monitor system status, and dynamically reconfigure the
system. Dynamic reconfiguration involves changing the configuration that is
currently being used to manage calls, for example, moving an agent from one
split to another.Menu maps show you the screens you will be using. This
section also describes two modes of CMS operation: Day Service and Night
Service.
Handling CMS Calls
This section includes criteria for selecting the right voice terminal for your
agents and for the supervisor station.
It also includes procedures for using
voice terminal features for CMS.
Generating Reports
This sections describes the types of reports available from CMS, and how to
select, print, and interpret these reports.
Archiving Data
The information in this section tells you how to archive historical data onto
floppy diskettes for storage and analysis.
Troubleshooting
This section helps you identify system problems and correct them.
Glossary
The Glossary defines CMS and System 25 terms.
Index
The index provides page references for screens, terms, and procedures.
How to Use the CMS Documents 1-3 
						

							Documentation Conventions
Several special symbols and typefaces appear in this manual.
For instance, keys that appear on your keyboard are shown like this:
[F1] (fuction key F1) and
[Shift] + [Print Scrn] (press the [Print Scrn] key while holding down the [Shift]
key to print a screen).
The following typefaces are used to distinguish information you type (using
the keyboard) from information that appears on your PC screen:
This italic bold typeface represents information that you type on the PC screen.
This bold typeface represents information that CMS or MS-DOS displays, such as a
prompt or message.  
1-4 How to Use the CMS Documents 
						

							Section 2: Understanding CMS