ATT System 25 Call Management System Manual

							20 Calls
Handled
Num
21 Calls
Handled
Avg Talk
22 Calls
Handled
ASA
23 Service
Levl
The total number of ACD calls serviced by a split.
This includes completed calls only; abandoned
calls are not counted.
The average time (in minutes and seconds) that
agents in a particular split spent on each CMS call
they completed. Talk time includes time that calls
were put on hold by an agent. Completed
intraflowed calls are also included.
The average speed of answer (ASA) for completed
calls. It is the average number of seconds that
these calls waited for an agent. Waiting time
includes the initial ringing time, CMS hold time,
and the time the call rings at an agent’s voice
terminal. Abandoned calls are not counted. An
average speed of answer of zero means no calls
were answered by that split.
The waiting time for intraflowed calls is reflected
in the average speed of answer for both the main
and secondary splits; that is, the waiting time is
divided proportionally based on the amount of
time the call waited in each split.
The service level is the percentage of calls
connected to agents within the Service Level Limit
set by the CMS Supervisor on the Set Options
screen. This includes completed calls only;
abandoned calls are not counted.
5-18 Monitoring Call Management 
						

							Using the Split Status Screens
With the Split Status screens, you can get a detailed picture of the activities of
each agent-in each split. You can also make an agent available or unavailable
for CMS calls by logging the agent in or out from the Split Status screen.
The same type of data is collected for each split. Each Split Status screen
contains one split’s data. Pressing 
[F6] (labeled “Split Status”) from any
other status screen, the Configuration screen, or the Events Log screen,
prompts you to enter the split number for the Split Status screen you want to
see. A sample Split Status screen appears below.
SPLIT STATUSDAY  CMS1.0 4:27P 06/14
SPLIT 2: BUSNSSPLIT STATUS
x ---ACD Calls--- x  Calls x --Other-- x x Waiting x PDC  ID  Stat  Line  Num  AvgTlk  AvgACW  Rfusd  Num  AvgTlk  Split  Num  Old
407
408
409
SplSARAH
JOHN
JIM
2:2
RingACDAvalAvail/3
W1242
Tot5
5
4
142:19
1:39
2:04
2:000:23
0:27
0:00
0:250
0
1
10
0
3
30:00
0:00
1:54
1:54
1 PUBLC
2 BUSNS
3 CHART
4 SUPPT1
2
2
0
0
06s122s55s0s
0s
0s 5 - 
6 - 
CALL FLOWx Splits- x  Intra
Gp  Main  Sec  Flow
A
B
C
D1
2
3
-4
3
2
-OnOffOnOff
F10 - Help
Log In
1 Agent
Flog Out
2 Agents
F Events
4 logF Line
5 Status
F Split
6 StatusF Config
7 ScreenF System
8 Status
NOTE: If the split has more than 14 agents, the Split Status screen
contains two pages.
The left section of the screen describes the activities of each agent in the split
and summarizes the activity in the entire split. The right side of the screen
keeps you in touch with the system as a whole by displaying the number of
calls waiting to be transferred to agents for each split and call flow status for
each line group. For an explanation of each type of data, see “Key to Split
Status Screen Data” later in this section.
If the data on a Split Status screen indicate a problem that needs immediate
correction, you can do so through dynamic reconfiguration. For more
information, see “Dynamic Reconfiguration,” later in this section.
Monitoring Call Management 5-19 
						

							To log in or log out an agent or view the next or previous page of a list of
agents, press the corresponding function key:
[F1] Log In Agent
Press this function key to place an agent currently in the Logged Out state
into the Available state. The agent must be in the displayed split of the active
configuration. The light next to the agent’s Available button will
automatically turn on, and the light next to the Logged Out button will turn
off. The agent’s status will be updated on the Split Status screen to Aval if
the agent station is on-hook, or Othr if the station is off-hook.
NOTE: This function is available only when CMS is in Day Service
mode.
After you press [F1] (labeled “ Log In Agent”) , the following prompt appears:
Prompt:
LOG IN AGENT: ID:
Action:1 Enter the ID of an agent in the displayed split of the active
configuration.
2 Press [F8] (labeled “Enter Data”).
[F2] Log Out Agent
Press this function key to log out an agent who is presently in the Available
or in the ACW state. The agent must be in the displayed split. An agent
who is currently handling a CMS call cannot be logged out until he or she has
finished the call. The light next to the agent’s Logged Out button
automatically turns on, and the light next to the Available or ACW button
turns off. The agent’s status is updated on the Split Status screen to 
LOut .
NOTE: This function is available only when CMS is in Day Service
mode.
After you press 
[F2] (labeled “Log Out Agent“) , the following prompt
appears:
Prompt:LOG OUT AGENT: ID:
Action:1 Enter the ID of an agent in the displayed split who is currently
in the Available or ACW state.
2 Press [F8] (labeled “Enter Data”).
[F3] Next/Previous Page
If there are more than 14 agents in the displayed split, you can press this
function key (labeled “Next Page”) to view the second page of the list of
agents. When you are viewing the second page of the agent list, you can
press this function key (labeled “Previous Page” ) to view the first page again.
If you have fewer than 14 agents in the split, [F3] is blank.
5-20 Monitoring Call Management 
						

							To select another screen from the Split Status screen, press the corresponding
function key:
[F4] Events Log
Press this function key to select the Events Log screen, which lists 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 and every line group. For more information, see
“Using the Line Status Screen” and “Key to Line Status Screen Data,” later in
this section.
[F6] Split Status
Press this function key to view the Split Status screen for a different split.
You are prompted to enter a split number.
[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. For more
information, see “Dynamic Reconfiguration, ” later in this section.
[F8] System Status
Press this function key to select the System Status screen, which summarizes
the activity in each split and line group. For more information, see “Using
the System Status Screen” and “Key to System Status Screen Data,” earlier in
this section.
[F10] Help
Press this function key to view a Help screen for the Split Status screen.
Monitoring Call Management 5-21 
						

							Key to Split Status Screen Data
AGENT STATUS
The numbers in the following list correspond to the numbers circled in the
sample screen above.The statistics presented on this screen reflect the current
hour only.
1 PDC
2 IDThe PDC of the agent’s voice terminal.
The ID assigned to the agent.
5-22 Monitoring Call Management 
						

							3 Status
4 Line
5 ACD Calls
Num
6 ACD Calls
AvgTlk
7 ACD Calls
AvgACW
The agent’s current status. During CMS Day
Service an agent’s status can be as follows:
Aval: The agent is currently available to accept an
ACD (CMS) call. The light next to the agent’s
Available button is on, and the agent’s voice
terminal is on-hook.
ACD: The light next to the agent’s Available or
ACW button is on, but the agent is busy on an
ACD (CMS) call or has placed an ACD call on
hold. The associated line ID is displayed in the
“Line” column.
ACW: The light next to the agent’s ACW button
is on, and the agent’s voice terminal is on-hook.
Othr: The light next to the agent’s Available or
ACW button is on, but the agent is busy on a
non-ACD call.
LOut: The light next to the agent’s Logged Out
button is on.
Ring: The agent’s voice terminal is ringing with
an ACD (CMS) call.
During CMS Night Service, an agent’s status can
be:
Nite: The agent’s voice terminal is on-hook.
Othr: The agent’s voice terminal is off-hook.
The line ID of the line to which the agent is
connected while servicing an ACD (CMS) call.
The number of completed ACD (CMS) calls the
agent has serviced. This figure includes
intraflowed calls.
The average amount of time (in minutes and
seconds) the agent has spent on each completed
ACD (CMS) call. This figure includes intraflowed
calls .
The average amount of time (in minutes and
seconds) the agent has spent on-hook in the
After-Call-Work state. Time spent off-hook on
non-ACD (“other”) calls while in the After-Call-
Work state is not included. If no ACD calls were
serviced by the agent during the data collection
period, the total ACW time is reported instead of
the average ACW time.
Monitoring Call Management 5-23 
						

							8 Calls RfusdThe number of ACD (CMS) calls that rang at an
agent’s station and were not answered by the
agent before the Transfer Return Threshold was
reached.
NOTE: A CMS call continues to ring at an agent
station beyond the Transfer Return Threshold if
no other agent is available and the caller has
already heard the announcement (or no
announcement is available). Even though the call
continues to ring at the station, CMS moves the
station from the Available to the ACW state when
the Transfer Return Threshold is exceeded. To
receive credit for the call after it has exceeded the
threshold, the agent must press the Available
button before answering the call. Otherwise, the
agent is credited for handling an “other” call.
9 Other NumThe number of completed non-ACD calls the
agent has placed or received.
10 OtherThe average amount of time (in minutes and
AvgTlkseconds) the agent has spent on completed
“other” calls. This includes any time during
which the agent had the calls on hold.
SPLIT SUMMARY LINESummary data for the agent split appear in reverse video (dark letters on a
light background) below the agent data. The figures are totals and averages
for the entire split during the current hour.
11  Spl XThe number of the split, such as Spl 1 for split 1.
12  XX Avail
13  XX TotThe number of agents currently available to
answer ACD (CMS) calls.
The total number of agents currently assigned to
the split.
The total number of ACD calls answered by
agents in the split.
14  ACD Calls
  Num
15  ACD Calls
  AvgTalk
16  ACD Calls
  AvgACW
The average talk time per ACD (CMS) call (not per
agent).
The average ACW time per call.
The total number of calls refused.
The total number of non-ACD calls placed or
answered.
17  Calls Rfusd
18  Other Num
5-24 Monitoring Call Management 
						

							SPLIT STATUS
CALL FLOW
INFORMATION
19 OtherThe average talk time per non-ACD call.
AvgTlk
The top right section of the screen summarizes calls waiting for all splits.
20 SplitThe number and ID of the split.
21 WaitingThe number of CMS calls that are waiting to be
Numtransferred to an agent in the split.
22 WaitingThe number of seconds the current oldest call has
Oldbeen waiting to be transferred to an agent in a
particular split. Call waiting time ends when the
call begins ringing at the station of the agent who
answers it.
The bottom right section of the screen shows how splits are assigned to line
groups and whether intraflow is turned on or off for each line group.
23 GPThe line group letter.
24 Splits MainThe number of the main split assigned to the line
group. A hyphen (-) indicates that there is no
main split assigned to the line group.
25 Splits SecThe number of the secondary split assigned to the
line group. A hyphen (-) indicates that there is no
secondary split assigned to the line group.
26 IntraFlowThe intraflow status for the line group (On or
Off).
Monitoring Call Management5-25 
						

							Using the Line Status Screen
The Line Status screen, a sample of which is shown below, summarizes the
activity for each line in each line group. Pressing 
[F5] (labeled “Line Status”)
from any other status screen, the Configuration screen, or the Events Log
screen selects the Line Status screen.
LINE STATUSDay  CMS1.0  10:28a  06/14
LINE STATUSSubx .Calls. xSubx .Calls. x SPLIT STATUS
Gp  Gp  Line  P  Status  Num  HldT  Gp  Gp  Line P  Status  Num  HldT     x Waiting xA
«
«
«
«
«
«JOEL
LINDA
IENJENNYBILLSCOTTRINGRINGIDLE
4
2
2
2
1
1
0
0
0
Calls
PL
PL
PL
PL
PW
PW
PS
PS
Q1
BW
BW
BW
BW
BL
BLL3070
L3071
L3072
L3073
W4185W4186
S4950 +
S4951 +
Q500 +
W1242
W1243
W1244
W1245
L8300
L8301
13m
6m
7m
7m
3m
3m
0m
0m
0m
B
C
C3
CL
CL
CW
CW
CW
5
0
BUSY/6
L1234
L1235
W3000
W3001
W3002
Busy/5
Busy/0Total
«
«
Total
Total
BERNE
DON
ALLAN
ANNC3
Ring
15
6
4
4
3
2
19
0
Calls
13m
9m
9m
9m
6m
Calls
Calls
Split  Num  Old
1 PUBLC
2 BUSNS
3 CHART
4 SUPPT
5 - 
6 - 
2
1
2
0
0
021s
76s
36s
0s
0s
0s
CALL FLOW
A  8  Busy/9  Total  12Dx -Splits- x Intra
BGp Main Sec  Flow
5
5
3
2
0
012m
13m
7m
6m
0m
0mA
B
C
D1
2
3
-4
3
2
-On
Off
OnOff«
SARAH
Idle
Ring
JOHN
Idle
Idle
F10 - Help
F Change       F Events      F Split    F Config  F System
1Priority       4 Log     6 Status  7 Screen  8 Status
The left section of the Line Status screen summarizes the activity for each line
and line group. The right side of the screen keeps you in touch with the
system as a whole by displaying the number of calls waiting to be transferred
to agents for each split and call flow status for each line group. For an
explanation of the data on this screen, see “Key to Line Status Screen Data,”
later in this section.
If the data on the Line Status screen indicate a problem that needs immediate
correction, you can do so through dynamic reconfiguration. For more
information, see “Dynamic Reconfiguration,” later in this section. You can
also change the priority of a CMS or transfer-queue line from this screen.
(Calls on priority lines are answered before calls on nonpriority lines.)
5-26 Monitoring Call Management 
						

							To change a line’s priority or select another screen, press the corresponding
function key:
[F1] Change Priority
Press this function key to display the prompt that allows you to change a
CMS or transfer-queue line from a priority line to a nonpriority line, or vice
versa. The priority of a line determines its position in the queue of calls
waiting to be answered by an agent. Priority lines are answered first and are
indicated by a “+” in the P (priority) column of the Line Status screen.
After you press [F1] (labeled “Change Priority”) , the following prompt
appears.
Prompt:CHANGE PRIORITY: Line ID:
Action:1 Enter a line ID to change the priority of that line.
2 Press [F8] (labeled “Enter Data”).
[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.
[F6] Split Status
Press this function key to view the Split Status screen for a particular split.
You are prompted to enter a split number. The Split Status screens
summarize the activity in each split. You can also make an agent available or
unavailable for CMS calls by logging the agent in or out from these screens.
For more information, see “Using the Split Status Screens” and “Key to Split
Status Screen Data, ” earlier 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. For more information
and instructions, see “Dynamic Reconfiguration,” later in this section.
[F8] System Status
Press this function key to select the System Status screen, which summarizes
the activity in each split and line group. For more information, see “Using
the System Status Screen” and “Key to System Status Screen Data,” earlier in
this section.
[F10] Help
Press this function key to display a Help screen for the Line Status screen.
Monitoring Call Management 5-27