ATT System 25 Call Management System Manual

							Backing Up Shift Configurations
By routinely making a backup copy (on a diskette) of your shift configurations
and system tables files, you will have a current version to use if you need to
restore your system after a problem.If your hard disk drive ever becomes
inoperable, you can also use your backup copy to run CMS from the floppy
disk drive. However, you cannot save historical data or administer CMS
when you run CMS using the floppy diskette. (For more information see
“Running CMS From a Floppy Diskette Backup,” in Section 9.)
NOTE: If you plan to archive your historical data, see Section 8,
“Archiving Data”.The Archiving Data procedure is different from the
one described here and must be done on a different diskette.
COPYING SHIFT
CONFIGURATIONS
SYSTEM TABLESTo make a backup copy of your shift configurations and system tables files:
AND1
2
3
4
5
6
7
8
Exit to MS-DOS by pressing [F8] (labeled “Exit to DOS”) on the CMS
Menu.
Insert the diskette labeled “SYSTEM 25 CMS SYSTEM WORKING COPY”
into disk drive A. For instructions on how to make a working copy
diskette, see “Duplicating the CMS Diskettes” in Section 3.
To change to the cmsmgmt directory on the hard disk, type the following
command at the c> prompt:
cd  cms  cmsmgmt
then press [Enter].
Change to the cmsmgmt directory on the floppy diskette as follows. At
the c> prompt type
a:
then press [Enter].At the A> prompt type
cd  cms  cmsmgmt
then press [Enter].
To copy all your shift configurations from the hard disk onto the floppy
diskette, type
copy c:shift*.cms a:
then press [Enter].
To copy the system tables onto the floppy diskette, type
copy c:systbls.cms a:
then press [Enter].
Remove the working copy diskette when the in-use light on disk drive A
goes out.
With a felt tip pen, write the current date on a label and attach it to the
diskette.
Backing Up Shift Configurations 4-67 
						

							9 To return to the cms directory on disk drive C, do the following. At the
A> prompt type
c:
then press [Enter].At the C> prompt type
cd . .
then press [Enter].
10 To display the CMS Menu, type
cms
and then press [Enter].
RESTORING SHIFTIf you ever lose a shift configuration (for instance, if you clear a configuration
CONFIGURATIONS ANDby accident), copy the desired configuration (or all configurations) from the
SYSTEM TABLESworking copy diskette as follows:
1
2
3
4
5
6
Repeat steps 1 through 4 in the previous procedure.
To copy all your shift configurations from the duplicate onto the hard
disk, type
COPY a:shift*.cms c:
then press [Enter] .
or
To copy a single shift configuration from the working copy
the following, replacing the X with the number of the shift
copy a:shiftX.cms c:
then press [Enter].
diskette, type
configuration.
To copy the system tables from the working copy diskette onto the hard
disk, type
copy a:systbls.cms c:
then press [Enter].
Remove the working copy diskette when the in-use light on the disk drive
goes out.
To return to the CMS directory on disk drive C, do the following. At the
A> prompt type
c:
then press [Enter].At the C> prompt type
cd. .
then press [Enter].
To display the CMS Menu, type
cms
and then press [Enter].
4-68 Backing Up Shift Configurations 
						

							Section 5: Supervising CMS 
						

							Overview
“Supervising CMS” means starting and monitoring call management, making
changes in the configuration being used to manage calls, and operating CMS
day to day. This section is organized as follows:
Startup Procedures
Describes turning on your PC and starting data collection and call
management.
Making Agents Available for CMS Calls
Describes how agents make themselves available for CMS calls and how they
can enter the After-Call-Work state or Logged Out state.
Monitoring Call Management
Explains how to read the status screens to obtain current information on
agent and split activity, call traffic, and system problems.
Supervising Your Agents
Describes the Service Monitoring feature that allows you to monitor agents’
calls, and the Assist feature that enables agents to signal you when they need
assistance.
Dynamic Reconfiguration
Describes changing the active shift configuration while CMS is managing
calls. Typical changes during dynamic reconfiguration are reassigning agents
and turning intraflow on or off. This part also tells you how to save the
changes you have made, and how to select a new configuration for call
management.
Selecting Day or Night Service
Describes changing CMS from Day Service mode (where CMS routes calls to
agents) to Night Service mode (where CMS answers calls, connects them to a
delay message, and then disconnects them).
Day-to-Day Operation of CMS
Describes how the CMS Supervisor at Bon Voyage Travel, a fictitious
business, uses CMS on a typical day. You may want to read this brief part
first to become more familiar with the types of activities involved in using
CMS.
Figure 5-1, “Menu Map for Call Management,” on the following page shows
the screens you use to monitor call management and perform dynamic
reconfiguration.
Overview 
5-1 
						

							FIGURE 5-1 Menu Map for Call Management.
5-2 Overview 
						

							Startup Procedures
To start CMS call management, follow these steps:
1 Turn on your PC.
If your PC automatically starts the CMS program, the CMS Menu, shown
below, appears soon after you turn on the PC. For information on
automatic startup, refer to “The AUTOEXEC.BAT File” in Section 3 of this
manual.
If you do not use automatic startup, do the following:
l When the MS-DOS prompt C> appears, type
cd  cms
and press [Enter].
l When c> appears again, type
cms
and press [Enter].
This starts the CMS program. The CMS Menu screen, shown below,
appears.
CALL MANAGEMENT SYSTEM (CMS)
FOR
THE AT&T SYSTEM 25 PBX
(C) 1988 by AT&T CMS MENU
CMS CMS1.0 9:19a 04/18
F1 Start Call Management
F4 Administer CMS
F5 Print Reports
F8 Exit to DOS
F10 - Help
F StartF AdminF PrintF Exit
1 Call Mgt4 CMS5 Reports8 to DOS
Startup Procedures 5-3 
						

							2 Press [F1] (labeled “Start Call Mgt”) to begin call management.
3 If you have previously selected a particular shift configuration to begin
automatically during call management startup, go to step 5. For more
information about activating a configuration automatically, see “Selecting a
Startup Configuration” in Section 4 of this manual.
If you have not preselected a startup shift configuration, a list of
configurations and a prompt appear, as shown below.
INITIALIZATIONDAY CMS1.0 6:02p 04/20
STORED SHIFT CONFIGURATIONS
1
2
3
4
5
6—
—
—
—
—
—DAY
EVENING
WEEKEND
UNUSED
UNUSED
UNUSED
SELECT CONFIGURATION: Config # (l-6): ___
F CancelF Enter
1 Prompt
8 Data
4 Enter the number of the configuration you want to activate and press [F8]
(labeled “Enter Data”).
5-4 Startup Procedures 
						

							5 The following Initialization screen appears.
INITIALIZATIONDAY CMS1.0 6:10p 04/20
INITIALIZATION IN PROGRESS
6 CMS performs a series of checks. If the CMS-Port Personal Line Button
Verification option is on, the following message appears below the
“INITIALIZATION IN PROGRESS” message:
PC-Port Verification In Progress--May Last Up to 4 Minutes
CMS will verify that the Personal Line appearances of the CMS trunks are
correctly administered on PC jack CU1. Any problems appear on this
screen below the “INITIALIZATION IN PROGRESS” message, as well as
in the Events Log.
If you receive an error message, find the error message in Section 9,
“Troubleshooting,”
and take the recommended corrective action.
NOTE: Eleven error messages will fit on the Initialization screen. If more
than eleven errors are found, the earlier messages displayed will scroll off
the screen. In that case, exit call management and print the Events Log
Report. By checking the “Time” and “Date” columns on the Events Log
Report, you can locate all the error messages generated during call
management startup. For more information about generating the Events
Log Report, see
“Events Log Report” and “How to Generate Reports “ in
Section 7 of this manual.
You can disable the CMS-Port Personal Line Button Verification option
from the administration Set Options screen. Refer to “Setting Options” in
Section 4, “Administering CMS ”.
Startup Procedures 
5-5 
						

							7 After successful system checks, the following screen appears and call
management begins.
INITIALIZATIONDAY CMS1.0 6:10p 04/20
INITIALIZATION COMPLETED
CMS IS NOW MANAGING CALLS
F10 - HelpF Con figF SystemF Exit
1 Screen3 Status8 Call Mgt
NOTE: When call management begins, all agents are automatically in the
Logged Out state. To make themselves available, agents have to press the
Available button on their voice terminals. This turns on the light next to
the Available button and signals CMS that they are ready to receive calls.
8 Press the function key for the activity you want to perform next. For
information on moving the cursor in prompts, entering data, and editing
data, see “Using Your PC with CMS” in Section 3.
The function keys active on this screen are:
[F1] Config Screen (Configuration Screen)
Press this function key to select the Configuration screen, which displays
the active shift configuration. From the Configuration screen you can
make changes to the configuration while it is managing calls. For instance,
you may want to replace an agent who is absent. For more information,
see “Dynamic Reconfiguration, ” later in this section.
[F3] System Status
Press this function key to select the System Status screen, the “home”
screen while CMS call management is running. The System Status screen
summarizes the activity in each agent split and line group and lists the
status of each voice announcement unit. For information on interpreting
this screen, see “Key to System Status Screen Data,“ later in this section.
5-6 Startup Procedures 
						

							[F8] Exit Call Mgt (Exit Call Management)
Press this function key to stop call management. You are prompted to
confirm your request. Your CMS stops answering new incoming calls but
continues to function until all calls already answered by CMS, whether
connected to the voice announcement unit, on hold waiting for an agent,
or connected to an agent are completed. The status screens continue to be
updated as long as calls are being handled.
When all calls are completed, the historical data are written to the PC’s
hard disk and the CMS Menu screen appears. From the CMS Menu you
can choose to administer CMS, print reports, exit to MS-DOS, or start call
management again.
[F10] Help
Press this function key to display a Help screen containing a description of
the functions available from the Initialization screen.
Startup Procedures 
5-7