ATT System 25 Call Management System Manual

							Selecting Split Exceptions
Split exceptions alert you to unusual or undesirable situations affecting a
whole split. For example, you can be notified when the number of calls
waiting in a split’s queue meets or exceeds a threshold you set. Split
exceptions can alert you to a need for more agents or faster call handling.
Pressing [F2] (labeled Split Exceptns) from the Select Exceptions screen
selects the Split Exceptions screen shown below. The box indicates the split
exceptions.
SPLIT EXCEPTIONSADMIN CMS1.0 3:40P 04/18
EXCEPTION SETTINGSx .........Split/Line Group......... x
EXCEPTIONOn/Off1/A2/B3/C4/D56AGENTS
Talk Time > = xxx sec
After Call Work >= xxx min
Agent Logout ACW>= xxx min
Refused Call
Off
On
Off
On-
5m
--
4m
--
4m
--
-
--
-
--
-
-
SPLITS# Abandon Calls >= xx
# Calls Waiting >= xx
Oldest Call Wait >= xxx sec
Avg Speed Answer >= xx sec
4
2
45s
-3
2
45s
-3
2
30s
--   -   -  
-   -   -  
-   -   -  
-   -   -  
LINE GROUPS
All Lines Busy>= xxx sec
Line Hold Time >= xx min
Line Hold Time= xx sec
Off
On
Off-
8m
--
7m
--
8m
--
-
-
FAbandon
1 Calls
F Calls
2WaitingF Oldest3 Call
F Avg
4 Speed
F10 - Help
  F Select
  8Exceptns
ADMINISTERING SPLITTo administer a split exception:
EXCEPTIONS1 Press the function key for that exception and refer to the description and
instructions that follow this list. The exception message that appears
when an exception threshold is met or exceeded is also listed.
2 Press a function key to administer another split exception or press [F8]
(labeled “Select Exceptns”) to return to the Select Exceptions screen when
you are finished.
Selecting Exceptions 
4-57 
						

							[F1] Abandon Calls (Number of Abandoned Calls)
When a caller hangs up before speaking to an agent, or an agent is connected
to a caller for less than the Abandoned vs. Incoming Call Threshold, the call
is considered an abandoned call. If you turn on this exception, CMS notifies
you whenever the number of abandoned calls in an hour reaches or exceeds
the threshold you set for the split.
Prompt:
# ABANDON CALLS: ON/OFF?_ Split 1:___ 2:___ 3:___ 4:___ 5:___ 6:___
Action:1 Type on or off, or leave the field blank if you want to
keep the current value.
2 If you want to enter threshold values, enter the number of
seconds (1 through 99) for each split. To keep the current
value, leave the field blank. To turn off this exception for
a particular split, type a hyphen (-).
3 Press [F8] (labeled “Enter Data”) after the last field.
Message:
[F2] Calls Waiting (Number of Calls Waiting)
The Calls Waiting exception refers to the number of calls not yet connected to
agents. If you turn on this exception, CMS notifies you when the number of
calls waiting in a split’s queue meets or exceeds the threshold you set for that
split. The maximum number of calls that can be waiting for a split is equal to
the number of CMS lines and transfer-queue lines assigned to that split.
Prompt:
# CALLS WAITING: ON/OFF?_ Split 1:___ 2:___ 3:___ 4:___ 5:___ 6:___
Action:1 Type on or off, or leave the field blank if you want to
keep the current value.
2 If you want to enter threshold values, enter a number less
than or equal to the number of CMS and transfer-queue
lines assigned to each split. To keep the current value,
leave the field blank. To turn off this exception for a
particular split, type a hyphen (-).
3 Press [F8] (labeled Enter Data) after the last field.
Message:
4-58 Selecting Exceptions 
						

							[F3] Oldest Call (Oldest Call Waiting)
The oldest call is the call that has been waiting the longest in a split’s queue.
If you turn on this exception, CMS notifies you when the number of seconds
the oldest call has been waiting meets or exceeds the threshold you set.
Prompt:
OLDEST CALL (sec): ON/OFF?__Split 1:___ 2:___ 3:___ 4:___ 5:___ 6:___
Action:1 Type on or off,or leave the field blank if you want to
keep the current value.
2 If you want to enter threshold values, enter a number of
seconds (1 through 999) for each split. To keep the current
value, leave the field blank. To turn off this exception for
a particular split, type a hyphen (-).
3 Press [F8] (labeled “Enter Data”) after the last field.
Message:
[F4] Avg Speed (Average Answering Speed)
The average answering speed is the average time it takes from the time a call
rings until it is connected to an agent in a particular split. This includes the
Answer Delay (the amount of time a call rings before CMS answers it and
connects it to a voice announcement unit), the time connected to the voice
announcement unit, the time on hold waiting to be transferred to an agent,
and the time it takes to transfer the call to an agent.
If you turn on this exception, CMS notifies you when the average speed of
answer in a split meets or exceeds the threshold you set.
Prompt:
AVG SPEED ANS (sec): ON/OFF?___Split 1:___ 2:___ 3:___ 4:___ 5:___ 6:___
Action:1 Type on or off, or leave the field blank if you want to
keep the current value.
2 If you want to enter threshold values, enter a number of
seconds (1 through 999) for each split. To keep the current
value, leave the field blank. To turn off this exception for
a particular split, type a hyphen (-).
3 Press [F8] (labeled Enter Data) after the last field.
Message:
[F8] Select Exceptns (Select Exceptions)
Press this function key to return to the Select Exceptions screen.
[F10] Help
Press this function key to view a Help screen for the Split Exceptions screen.
Selecting Exceptions 4-59 
						

							Selecting Line Group Exceptions
Line group exceptions alert you to unusual or undesirable situations affecting
lines or line groups. For instance, the All Lines Busy exception notifies you
when all lines in a line group or all lines in a sub-group of that line group
have been busy more than a specified number of seconds.
Pressing [F3] (labeled “Group Exceptns”) from the Select Exceptions screen
selects the Group Exceptions screen, shown below. The box indicates the line
group exceptions.
GROUP EXCEPTIONSADMIN CMS1.0 3:42P 04/18
EXCEPTION SETTINGS
x .........Split/Line Group........ xExceptionOn/Off  1/A  2/B  3/C  4/D  5  6
AGENTS
Talk Time >= xxx sec
After Call Work >= xxx min
Agent Logout ACW >= xxx min
Refused Call
Off
On
Off
On
-
5m
--
4m
--
4m
-
-   -   -  
-   -  -  
-   -   -  
SPLITS
# Abandon Calls >= xx
# Calls Waiting >= xx
Oldest Call Wait >= xxx sec
Avg Speed Answer > = xxx sec
On
On
On
Off4
2
45s
-3
2
45s
-3
2
30s
-
-   -   -  
-   -   -  
-   -   -  
-   -   -  
LINE GROUPSAll Lines Busy >= xxx sec
Line Hold Time > = xx min
Line Hold Time 
						

							[F1] Lines Busy (All Lines Busy)
The All Lines Busy exception refers to the number of seconds all lines in a
line group (or all lines in a sub-group of that line group) are busy. If you
turn on this exception, CMS notifies you when the threshold you set is met
or exceeded.
NOTE: If there are transfer-queue lines in the line group, all the CMS
and transfer-queue lines in the group must be busy for the exception
message to be displayed. If you want to be notified when all non-
transfer-queue lines in a line group are busy, assign all non-transfer-
queue lines to a sub-group.
Prompt:
ALL LINES BUSY (seconds): ON/OFF?___ Line Group A:___B:___C:___D:____
Action:1 Type on or off, or leave the field blank if you want to
keep the current value.
2 If you want to enter threshold values, enter a number of
seconds (1 through 999) for each line group. To keep the
current value, leave the field blank. To turn this exception
off for a particular line group, type a hyphen (-).
3 Press [F8] (labeled “Enter Data”) after the last field.
Message:
or

[F2] Hold Time Maximum (Maximum Line Holding Time)
The line holding time refers to the length of time a line has been in use for a
single call. If you turn on the Maximum Line Holding Time exception, CMS
notifies you when the length of time a line has been seized meets or exceeds
the threshold you set for its line group.
Prompt:
MAXIMUM HOLD-TIME (minutes): ON/OFF?___ Line Group A:___ B:___ C:___ D:___
Action:1 Type on or off, or leave the field blank if you want to
keep the current value.
2 If you want to enter threshold values, enter a number of
minutes (1 through 99) for each line group. To keep the
current value, leave the field blank. To turn off this
exception for a particular line group, type a hyphen (-).
3 Press [F8] (labeled “Enter Data”) after the last field.
Message:
Selecting Exceptions 4-61 
						

							[F3] HoldTime Minimum (Minimum Line Holding Time)
The line holding time refers to the length of time a line has been in use for a
single call. If you turn on this exception, CMS notifies you when the length
of time a line has been in use is less than the threshold you set. If the
holding time of a line is consistently short, it may signal a line problem.
Prompt:
MINIMUM HOLD-TIME (seconds): ON/OFF?___Line Group A:___ B:___ C:___ D:___
Action:1 Type on or off, or leave this field blank if you want to
keep the current value.
2 If you want to enter threshold values, enter a number of
seconds (1 through 99) for each line group. To keep the
current value, leave the field blank. To turn off this
exception for a particular line group, type a hyphen (-).
3 Press [F8] (labeled “Enter Data”) after the last field.
Message:
[F8] Select Exceptns (Select Exceptions)
Press this function key to return to the Select Exceptions screen.
[F10] Help
Press this function key to display a Help screen or the Group Exceptions
screen.
4-62 Selecting Exceptions 
						

							Printing System 25 Administration Instructions
System 25 must be administered to support CMS operation. In order for
CMS to function properly, System 25 must reflect the same port numbers,
PDCs, voice terminal types, trunk numbers, and trunk types as CMS.
Therefore, if you make changes to any of the above for agent stations, PC
jacks, voice announcement units or lines (CMS or transfer-queue), you must
print out System 25 Administration Instructions and have the System 25
Administrator make the necessary changes before resuming CMS call
management; otherwise, CMS will not operate correctly.
NOTE: Changes to the CMS supervisor station(s) do not appear on
the System 25 Administration Instructions. Any changes to a
supervisor’s station should be discussed with, and administered by,
the System 25 Administrator.
To remind you that System 25 administration is needed, CMS prompts you to
print administration instructions when you attempt to exit CMS
administration. The following message is displayed:
You made changes affecting SYSTEM 25 Admin: Print Instructions? (Y/N):___
Type y and press [Enter] to print the instructions. The following screen is
displayed.
PRINT SYSTEM25 INSTRUCTADMIN CMS1.0 3:44p 04/18
Form Print
System 25 CMS Administration
Turn on Printer and Align Paper. (When Ready, Select a Labeled Function Key)
F FullF Partial F UpdateF Admin
1 Print2 Print3 S25 File8 Menu
Printing System 25 Administration Instructions 4-63 
						

							You can also access the screen at any time by pressing [F7] (labeled “ S25
Admn Instrctn” ) from the Administration Menu screen. With this screen you
can:
[F1] )
You only need this report initially to administer System 25 for CMS.
[F2] )

[F3] )
[F8] )

[F10] )
When you access the Print System25 Instruct screen, the following message
appears on the prompt line:
Turn on Printer and Align Paper. (When Ready, Select a Labeled Function Key.)
To print the System 25 Administration instructions:
1 Turn on the printer connected to your PC. Make sure the “Ready” light is
on, indicating that the printer is ready to print.
2 Press [F1] to obtain a Full Print or [F2] to obtain a Partial Print of System
25 Administration Instructions.
Below are descriptions of the Full Print, Partial Print, and Update S25 File
options.
[F1] Full Print
When you request a Full
information necessary to
Print report, CMS prints out forms consisting of
administer the agent stations, PC jacks,
announcement units, CMS lines, and transfer-queue lines. (Remember that
there is no printout for the supervisor stations.) The Full Print option also
automatically updates the System 25 file after the print is completed.
Therefore, no further updating using [F3] (labeled “Update S25 File”) is
necessary.
Select this print option when you initially administer CMS and any time
afterwards when you want to get a full set of System 25 Administration
Instructions.
To print out a Full Print report:
1 Press [F1] (labeled “Full Print”).
The following prompt appears:
FULL PRINT: Print all SYSTEM 25 Instructions? (Y/N):___
2 Type y or n and press [F8] (labeled “Enter Data”).
If you type y, the system checks that the printer is ready, and then prints
out the forms.
If you type 
n, the original Print System25 Instruct screen appears.
3 Remove the instructions from the printer, and give them to the System 25
Administrator.
4-64 Printing System 25 Administration Instructions 
						

							WARNING
If you selected this option because you made
changes, CMS will not work correctly until System 25
is administered to reflect these changes. In the
meantime, follow the instructions for “Managing
Calls When CMS is Not Running”, in Section 9 of
this manual.
[F2] Partial Print
Request the Partial Print of System 25 Administration Instructions whenever
you make changes after the initial System 25 administration for CMS. A
Partial Print report prints out only the forms that have been affected since the
last time [F3] (labeled “Update S25 File”) was pressed or a Full Print ( [F1] )
was done.
In most cases, after you do a Partial Print, you should update the System 25
file by pressing [F3] (labeled “Update S25 File”), and give the print to the
System 25 Administrator to make the necessary changes. The only exception
to this print update sequence is if you are planning to make more changes
affecting System 25 administration before resuming call management. In this
case, you can do as many interim prints as you like, but wait until after the
final print is done (Partial or Full) before updating the System 25 file. Give
only the final print to the System 25 Administrator.
To print out the Partial Print instructions:
1 Press [F2] (labeled “Partial Print“).
The following prompt appears:
PARTIAL PRINT: Print only SYSTEM 25 changes from last S25 File Update? (Y/N):___
2 Type y or n and press [F8] (labeled “Enter Date”).
If you type y, the system checks that the printer is ready and then prints
out the necessary forms.
If you type 
n, the system returns to the original Print System25 Instruct
screen.
NOTE: If no changes were made that require System 25 administration,
the following message appears on the error line:
Can’t find any changes since last S25 File Update affecting SYSTEM 25
and the system returns to the original Print System25 Instruct screen.
3 Remove the instructions from the printer and give them to the System 25
Administrator.
4 Press [F3] (labeled “Update S25 File”) to update the System 25 file. (For
more information about updating the System 25 File, see [F3] Update S25
File, later in this section.)
Printing System 25 Administration Instructions 4-65 
						

							WARNING
CMS will not work correctly until the System 25
administration is complete. In the meantime, follow
the instructions for “Managing Calls When CMS is
Not Running”,in Section 9 of this manual.
[F3] Update S25 File
After you have obtained the System 25 Administration Instructions Partial
Print, press this function key to update the System 25 file with all the changes
made prior to your last Partial Print of System 25 instructions. In most
instances, you should update the file immediately following a Partial Print.
NOTE: The Full Print option updates the System 25 file automatically,
so you don’t need to press [F3] after a Full Print is done.
4-66 Printing System 25 Administration Instructions