ATT System 25 Call Management System Manual

							Making Agents Available for CMS Calls
Since it is important that CMS knows when an agent is available for CMS
calls, agents must understand how to indicate the work state they are in. In
this way your CMS can run efficiently and maintain accurate records.
Agents assigned to splits in an active configuration can be in one of three
agent states:
l Available state. An agent is available for CMS calls when the light next to
the agent’s Available button is on.
l After-Call-Work (ACW) state. Agents may need to complete work related
to the current CMS call. In order to do so, before hanging up from the
call, they should place themselves in the ACW state by pressing the ACW
button. This turns on the light next to the ACW button. An agent will
not receive CMS calls while in the ACW state.
l Logged Out state.When agents are neither available for CMS calls nor
doing after-call-work, they must be in the Logged Out state. The light
next to the agent’s Logged Out button must be on. Time spent in this
state is not included in report statistics. When CMS is in Night Service
mode, all agents are in the Logged Out state.
Agents in the Available or ACW states are considered logged in.
MOVING FROM STATE TOLogged Out State
STATEWhen an agent is neither available to accept CMS calls nor doing after-call-
work, the agent can enter the Logged Out state by pressing the Logged Out
button. (The light next to the Logged Out button goes on.) As the CMS
Supervisor, you can also place an agent in the Logged Out state from the
Split Status screen.
All agents are automatically in the Logged Out state when CMS call
management begins and when CMS stops managing calls with one shift
configuration and begins managing calls with another. While CMS is in the
Night Service mode, all agents in the active configuration are in the Logged
Out Nite state.
Individual agents are automatically placed in the Logged Out state:


split .

the ACW state for longer than the time specified as the exception
threshold. For more information, see “Selecting Agent Exceptions” in
Section 4.
5-8 Making Agents Available for CMS Calls 
						

							Available State
When call management begins, all agents are automatically placed in the
Logged Out state. Tell your agents when CMS call management has begun
so they can make themselves available for CMS calls. Those agents who are
ready for CMS calls can turn on the light next to the Available button at their
voice terminals by pressing the Available button.
When agents want to reenter the Available state from the ACW or Logged
Out state, they can signal their availability by pressing the Available button
and thus turning on the light next to it.
NOTE: Remind agents whom you add to a configuration, move to a
new split, or move to a different agent station that they must press
the Available button to signal their availability.
After-Call-Work State
When agents need to finish paperwork associated with a CMS call, they can
announce their unavailability by pressing the ACW button. (The light next to
it goes on.) Agents who refuse a CMS call (that is, the agents do not answer
the call within the number of rings specified in the Transfer Return Threshold
on the Set Options screen) are automatically placed in the ACW state.
Making Agents Available for CMS Calls 5-9 
						

							Monitoring Call Management
Once you begin call management (as described earlier in “Startup
Procedures“), you can monitor line group and split activity through the status
screens. The following status screens are described in this section:
l
l
l
l
By
System Status screen
This screen is considered the “home” screen during call management. It
summarizes the activity in each line group and split.
Split Status screens
There is a Split Status screen for each split. This screen describes the
activity of each agent in the split and summarizes the activity for the
entire split. From this screen you can log in or log out an agent in the
displayed split (that is, make an agent available or unavailable for CMS
calls).
Line Status screen
This screen summarizes the activity for each line and line group. From
this screen you can change the priority of a CMS or transfer-queue line.
Events Log screen.
This screen lists the 19 most recent exception, warning, and system error
messages along with the time they occurred.
monitoring the status screens, you can discover problems as they occur
and correct them through dynamic reconfiguration. See “Dynamic
Reconfiguration“,later in this section.
To obtain a printed copy of a displayed screen, hold down [Shift] and press
[Print Scrn].
CAUTION
If you see the messageDon’tPrtSc on the top line of the screen or
WARNING-- Printer Not Ready. Using Prt S
C Key Will Halt CMS on the error line,
do NOT attempt to print a screen.If you attempt to print a screen while
either of these messages is displayed, CMS will stop managing calls.
If the printer is not ready, you can perform the following checks:
l Make sure the printer is plugged in, turned on, and that the Ready light is
on.
l Make sure there is paper in the printer and that the paper is aligned
properly and not jammed.
l Press the Form Feed button on the printer to make sure the paper feeds
properly. (After you do that, make sure you turn the Ready light back
on.)
See “Printer Problems” in Section 9 for more information about
troubleshooting your printer.
5-10 Monitoring Call Management 
						

							STATUS SCREEN TERMSThe System Status, Split Status, and Line Status screens provide continuously
updated data to help you monitor your CMS. The following terms are used
in the remainder of this section to distinguish between different types of calls:

“Serviced” calls have come into CMS and were connected to an agent for
longer than the Abandoned vs. Incoming Call Threshold. “Abandoned”
calls have come into CMS but were not handled by an agent. Either the
call was disconnected before being transferred to an agent, or the talk time
was less than the Abandoned vs. Incoming Call Threshold set on the Set
Options screen.For information about the Abandoned vs. Incoming Call
Threshold, see “Setting Options” in Section 4.

“Completed” calls are those that have been serviced by agents and then
disconnected.“Not completed” calls are those that either were abandoned
or are currently in progress (ringing, on hold, or connected to agents).
When these terms are used to describe “other” (that is, non-CMS) calls, a
“completed” call is any call that has been disconnected, and a “not
completed” call is one that has not yet been disconnected.
Many CMS statistics are based on completed activities for a certain hour.
If a call is in progress when an hour ends, the data on that call are not
included in the statistics for that hour. The data on the call are included
instead in the statistics for the hour in which the call is completed.
Therefore, some statistics, such as total holding time of a line, may show
more than 60 minutes of activity within a given hour.

Incoming calls to CMS lines which are answered by CMS and transferred
to an available agent are considered “ACD” (Automatic Call Distributor)
calls. ACD calls include calls that are transferred to an agent using the
Transfer-into-Queue feature.
“Other” calls are non-ACD incoming calls, outbound calls (even if they
use CMS lines), inside calls, and calls transferred to a specific agent by
another agent or person on System 25 (whether or not the call was
originally an ACD Call).
Monitoring Call Management 5-11 
						

							Using the System Status Screen
The System Status screen, an example of which is shown below, summarizes
the activity in each line group and agent split. It is considered the “home”
screen during call management. For an explanation of the data on this
screen, see “Key to System Status Screen Data,” later in this section. -
SYTEM STATUSDAY CMS1.0 10:26a 05/19
LINE GROUP INFORMATIONANNOUNCEMENT UNIT STATUS
Line  
x ...Lines... x  x ...Splits... x
x ...1... x  x ...2... x  x ...3... x     x ...4... x  Group  Busy  Total  Main  Sec  Flow  PUBLIC  BUSINES  CHARTER  
A PUBLC
B BUSNS
C CHART
D - 2
5
0
09
6
5
01
2
3
-4
3
2
-
Off
On
Off
Off
IDLE
----
----
--------
CNCT
----
--------
----IDLE
--------
----
----
----
SPLIT INFORMATIONx -------Agents------- x x -Waiting- x x -Abandon- x Intrflw x -Calls Handled- x Serv
Split  ACD  Aval  ACW  Out  Othr  Num  Old  Num  Delay  In  Out  Num  AvgTalk  ASA  Levl
1 PUBLC
2 BUSNS
3 CHART
4 SUPPT
5- 6 -  
2
3
0
0
0
02
0
2
0
0
01
0
0
0
0
01
0
0
5
0
00
0
1
0
0
00
2
0
0
0
00s
7s
0s
0s
0s
0s1
0
0
0
0
07s
0s
0s
0s
0s
0s0
0
11
0
0
00
110
0
0
066
42
51
0
0
0
2:02
2:55
2:25
0:00
0:00
0:0010s
37s
51s
0s
0s
0s
90%
57%
33%
0%
0%
0%
F10 - Help
FSet Opt/
1Chg ModeF Select
2 Anncs
F Select
3Exceptns
F Events
4  Log
F Line
5 StatusF Split6 Status
F Config
7 ScreenF Exit
8Call Mgt
So you can tell at a glance if CMS is operating efficiently, the System Status
screen lists:
l
l
l
l
l
l
The status of line groups (the number of busy lines and the total number
of lines in the line group)
How splits are assigned to line groups and whether or not intraflow is
turned on
The status of each voice announcement unit and an indication of the line
group(s) to which it is assigned
Status information on each split (such as the number of agents on CMS
calls and the number of available agents)
The number of calls waiting for each split
Important data collected since the beginning of the report hour (such as
the number of calls handled and the service level)
If the System Status screen indicates a call management problem that needs
immediate correction, you can make that correction through dynamic
reconfiguration. For more information, see “Dynamic Reconfiguration,” later
in this section.
5-12 Monitoring Call Management 
						

							You can access the screen used to change the system from Day Service mode
to Night Service mode by pressing [F1] (labeled “Set Opt/Chg Mode”) on the
System Status screen.In Day Service mode, CMS routes calls to agents. In
Night Service mode, CMS connects incoming calls to a voice announcement
unit and disconnects them when the announcement is over. For more
information, see “Selecting Day or Night Service,” later in this section.
To select another screen from the System Status screen, or to exit call
management, press the corresponding function key:
[F1] Set Opt/Chg Mode (Set Options/Change Mode)
Press this function key to select the Set Options/Modes screen to change the
system from Day Service mode to Night Service mode or vice versa. For
more information, see “Selecting Day or Night Service,” later in this section.
You can also change the Service Level Limit, Abandoned vs. Incoming Call
Threshold, Audible Alarm, and Transfer Return Threshold options from this
screen. For more information on these options, see “Setting Options“ in
Section 4.
[F2] Select Anncs (Select Announcements)
Press this function key to reassign voice announcement units to line groups or
to change the condition of a unit to removed or available. You can also
change the maximum message length of each announcement from this screen.
You cannot change the port or PDC associated with a voice announcement
unit while CMS is managing calls. This must be done through CMS
administration. For more information about administering voice
announcement units, see “Administering Announcements” and “Assigning
Announcements” in Section 4.
[F3] Select Exceptns (Select Exceptions)
Press this function key to display the Select Exceptions screen, which enables
you to select different exceptions or change exception thresholds. For more
information, see Selecting Exceptions in Section 4.
[F4] Events Log
Press this function key to select the Events Log screen, which displays the 19
most recent exception, warning, and system error messages. For more
information, see “Using the Events Log Screen,“ later in this section.
[F5] Line Status
Press this function key to select the Line Status screen, which displays
information about every line in every line group. You can also change line
priority from this screen.For more information, see “Using the Line Status
Screen” and “Key to Line Status Screen Data,” later in this section.
Monitoring Call Management 5-13 
						

							[F6] Split Status
Press this function key to view a Split Status screen for a particular split. You
are prompted for the split number. The Split Status screens give you a
detailed picture of the activity in each split. You can change the status of an
agent to Available or Logged Out from these screens. For more information,
see “Using the Split Status Screen” and “Key to Split Status Screen Data,”
later in this section.
[F7] Config Screen (Configuration Screen)
Press this function key to select the Configuration screen. From that screen
you can begin dynamic reconfiguration of your system. This involves
modifying the configuration that is currently managing calls. For more
information, see “Dynamic Reconfiguration,” later in this section.
[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.
Once all calls are completed, the historical data are written to the 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 view a Help screen for the System Status screen.
5-14 Monitoring Call Management 
						

							Key to System Status Screen Data
LINE GROUP
INFORMATION
The numbers in the following list correspond to the circled numbers provided
in the above screen.
1 Line GroupThe line group letter and line group ID.
2 Lines BusyThe number of lines in the line group that are not
idle. They may be connected, ringing, or on hold.
3 Lines TotalThe total number of lines assigned to the line
group.
4 Splits MainThe number of the main split assigned to the line
group. If no main split is assigned, a hyphen (-)
appears instead of a number.
The number of the secondary split assigned to the
line group for intraflow. The secondary split can
receive calls for the line group only if intraflow is
on. If no secondary split is assigned, a hyphen (-)
appears instead of a number.
6 Flow
Intraflow status is indicated by On or Off . 5 Splits Sec
Monitoring Call Management 5-15 
						

							ANNOUNCEMENT UNIT7 Announce-
STATUSment Unit
Status
SPLIT INFORMATION8 Split
9 Agents ACD
10 Agents
Avail
11 Agents
ACW
12 Agents OutNumber, ID, and status of each voice
announcement unit. Statuses are as follows:
— : the unit is not assigned to that particular
line group or is not administered in CMS.
BUSY: the unit is in use on a CMS call, but the
call is not connected to a line in that line group.
CNCT: the unit is connected to one of the line
group’s calls.
IDLE: the unit is in service and assigned to that
line group, but is not connected to a call at the
moment.
RMVD: the unit has been taken out of service by
the CMS Supervisor, but is still assigned to that
line group.
BRKN: CMS has determined that the unit is not
working and has taken it out of service.
TEST: CMS is performing a test on the unit to
see if it will answer a call. This test is performed
automatically when a unit is put back into service
and also when CMS call management is started.
OTHR: A non-CMS call is connected to the unit
or the message is being played during the test call.
The number and ID of each split.
The number of agents currently active on ACD
(CMS) calls. Active calls include both calls
currently connected to an agent and calls the
agent has placed on hold.
During Day Service, the number of agents
currently available to receive ACD (CMS) calls
(that is, agents whose Available light is on and
whose voice terminals are on-hook).
During Day Service, the number of agents
on-hook in the After-Call-Work state.
During Day Service, the number of agents in the
Logged Out state.During Night Service, the
number of agents on-hook.
5-16 Monitoring Call Management 
						

							13 AgentsDuring Day Service, the number of agents in the
Othr
Available or ACW state that are currently active
on non-ACD calls such as outgoing calls, non-
ACD incoming calls, and inside calls. Active calls
include calls currently connected to agents and
calls agents have placed on hold. Also included
are agents handling calls transferred directly to
them by other agents using the System 25
Transfer feature, even if the calls originally came
in on CMS lines. (Note, however, that agents
handing calls transferred to them through the
CMS Transfer-into-Queue feature are counted as
being active on an ACD call.) During Night
Service, the number of agents off-hook.
The number of CMS calls that are waiting to be
transferred to an agent in the split.
The number of seconds the current oldest call has
been waiting to be transferred to an agent in a
particular split. Call waiting time begins when a
call reaches System 25. The waiting time ends
when the call begins ringing at the station of the
agent who answers it.
The following information reflects activity during the current hour only.
14 Waiting
15 Waiting
Old
16 Abandon
Num
17 Abandon
Delay
18 Intrflow In
19 Intrflow
Out
The number of abandoned calls for a particular
split. Abandoned calls include those that were
disconnected prior to being answered by an agent
and those that were answered by an agent but
had a talk time less than the Abandoned vs.
Incoming Call Threshold.
Abandoned calls are credited to the main split,
even if the call was abandoned after being
intraflowed to the secondary split.
The average length of time (in seconds)
abandoned calls spent waiting in the system.
The number of serviced calls intraflowed into this
split from another split. Calls are credited to the
split after they are completed (that is,
disconnected).
The number of serviced calls originally queued for
this split but intraflowed to the secondary split.
Calls are credited to the split after they are
completed (that is, disconnected).
Monitoring Call Management 5-17