ATT System 25 Call Management System Manual

							Key to Line Status Screen Data
LINE STATUS
The numbers in the following list correspond to the numbers circled in the
above screen. The statistics described on this screen reflect information for the
current hour only.
1 GpThe letter assigned to the line group.
2 SubGpThe sub-group ID of the line.
3 LineThe ID of the line.
4 PLine priority status. A + in this column
indicates that the line is a priority line. Priority
lines are answered before nonpriority lines in the
line group.
5-28 Monitoring Call Management 
						

							5 StatusThe line status, which can be one of the following:
Ring: A call ringing on the line, but CMS has not
answered it.
Idle: The line is not in use.
Queued:The call is in the CMS hold state. The
call has already been played the announcement
and is on hold, waiting for an agent to become
available.
AGTID: The call has been transferred to an
agent with the ID, AGTID, but the call has not yet
been answered by an agent.
« AGTID: The agent with the ID, AGTID, has
answered and is handling the call.
ANNCX: The call is being played announcement
number “X“.
Othr: The line is being used by an incoming or
outgoing non-CMS call.
NOTE: When a CMS call that comes in on a CMS
line (Central Office trunk) is transferred by an
agent to a transfer-queue line, the status of the
CMS line changes from
 « AGTID to “Othr”
when the agent who transfers the call goes on-
hook.
6 Calls NumThe number of CMS calls that came in on a
particular line in the current hour. This includes
serviced and abandoned calls. Calls answered by
stations other than agent stations are not included.
Outgoing calls are also not included.
7 Calls HldTThe amount of time between the moment a call
begins ringing at System 25 and the time it is
disconnected. Calls HldT includes completed calls
only. It includes both serviced and abandoned
calls. It does not include calls connected to non-
agents nor does it include data on outgoing calls.
LINE GROUP SUMMARYA line group summary line appears below the data for the lines in the line
LINEgroup. The summary line is displayed in reverse video (dark letters on a light
background).
8 XX BusyThe number of lines (XX) in the line group that
are currently in use for incoming or outgoing calls.
9 XX TotalThe total number of lines (XX) in the line group.
10 XX CallsThe total number of completed CMS calls (XX) to
the line group during the current hour. Both
serviced and abandoned calls are included.
Monitoring Call Management 5-29 
						

							SPLIT STATUSThe top right section of the screen summarizes calls waiting for all splits.
11 SplitThe number and ID of the split.
12 WaitingThe number of CMS calls that are waiting to be
Numtransferred to an agent in the split.
13 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.
CALL FLOW
INFORMATIONThe 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.
14 Gp
15 Splits Main
16 Splits Sec
17 IntraFlowThe line group letter.
The number of the main split assigned to the line
group. A hyphen (-) indicates that there is no
main split assigned to the line group.
The number of the secondary split assigned to the
line group. A hyphen (-) indicates that there is no
secondary split assigned to the line group.
The intraflow status for the line group (On or
Off).
5-30 Monitoring Call Management 
						

							Using the Events Log Screen
The Events Log screen displays the last 19 exception, warning, and system
error messages with the time and date they occurred. For more information
about exception messages, see “Setting Exceptions” in Section 4 of this
manual.
Pressing 
[F4] (labeled “Events Log”) on any status screen or the Configuration
screen selects the Events Log screen.A sample Events Log screen is shown
below.
EVENTS LOGDAY CMS1.0 3:46p 04/20
Time Date
Event
3:02p 05/18 *** Split 2 - Agent JOHN - Talk Time > = 480 seconds
4:25p 05/18 *** Split 1 - Agent LINDA - Refused Calls
4:30p 05/18 *** Split 1 - Oldest Call Waiting > = 45 seconds
5:35p 05/18 Night Service Now In Effect
5:43p 05/18 Normal Call Management Shutdown
5:47p 05/18 REPORT ABORTED - Check Printer
8:0la 05/19 CMS for System 25 PBX Version 1.0 Call Management Started
8:02a 05/19 Firmware Version 2.1. Clock Type 18.205
8:lla 05/19 Day Service Now In Effect
9:15a 05/19 *** Group C - All Lines Busy >= 240 seconds9:27a 05/19 *** Split 1 - Agent JOEL - Refused Calls
10:03a 05/19 *** Group A - Line L3071 - Hold Time >= 8 minutes
10:21a 05/19 *** Split 3 - Agent DON - Talk Time >= 480 seconds
11:20a 05/19 *** Split 2 - #Abandoned Calls >= 3
ll:32a 05/19 *** Split 1 - Oldest Call Waiting >= 45 seconds
ll:54a 05/19 *** Split 1 - Agent JENNY - Refused Calls12:44p 05/19 *** Group A - Line L3072 - Hold Time >= 8 minutes
l:33p 05/19 *** Split 3 - Oldest Call Waiting >= 30 seconds
l:45p 05/19 *** Split 2 - Agent BERNE - Refused Calls
l:56p 05/19 *** Split 1 - #Abandoned calls >= 4
F10 - Help
F LineF SplitF Con figF System
5 Status 6 Status 7 Screen8 Status
You must select the specific exceptions your CMS monitors. If you have not
selected any exceptions, the Events Log screen lists only system and warning
messages.
If an exception indicates a problem that needs immediate correction, you can
do so through dynamic reconfiguration.For more information, see Dynamic
Reconfiguration,later in this section.
To access another screen from the Events Log screen, press the corresponding
function key:
[F5] Line Status
Press this function key to select the Line Status screen, which displays
information about every line in every line group. For more information, see
“Using the Line Status Screen” and “Key to Line Status Screen Data,“ earlier
in this section.
Monitoring Call Management5-31 
						

							[F6] Split Status
Press this function key to view the 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 also make an agent
available or unavailable for CMS calls by logging the agent in or out from this
screen. 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, 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 Events Log screen.
5-32 Monitoring Call Management 
						

							Supervising Your Agents
As the CMS Supervisor, you may find the CMS Service Monitoring and
Assist features useful in supervising your CMS agents. These features require
System 25 button administration on your voice terminal.
SERVICE MONITORINGThe CMS Service Monitoring feature provides a means of monitoring agents’
calls without being detected by the agent or the caller. This feature can be
very useful in the agent training process. You can also use the Service
Monitoring feature to join a call when an agent requests help with a
customer. For this feature, your multiline voice terminal must have one
Personal Line button administered for each CMS and transfer-queue line you
want to monitor.
ASSIST BUTTONSProviding your agents with an Assist button gives them a means of visually
signaling you when they need help. To do so, an agent presses a System 25
Station-to-Station Message Waiting button, labeled “Assist,” administered on
his or her voice terminal. When the agent presses the Assist button, the
green light next to that button on the agent’s voice terminal goes on, as does
a corresponding Station-to-Station Message Waiting (Assist) button on your
voice terminal. You can also use the Assist button on your voice terminal to
turn on the light next to the corresponding Assist button on the agent’s voice
terminal. If either person presses the Assist button when the green light is
on, the Assist button lights at both voice terminals go off. You need one
Assist button for each agent whom you want to signal or who may need to
signal you.
For more information about these features, see Section
calls.“ 
6, “Handling CMS
Supervising Your Agents 5-33 
						

							Dynamic Reconfiguration
Once you activate a shift configuration (as described earlier in “Startup
Procedures”), you can modify it through dynamic reconfiguration. For
example, you can reassign agents or turn on intraflow to handle unexpected
increases in incoming call traffic.
Such changes are immediately activated in the current configuration. If you
want, you can save the changes before you shut down CMS or before you
select another shift configuration. Otherwise, the changes are not saved
when the current configuration is no longer active.
You use the following screens during dynamic reconfiguration:




These screens are almost identical to the configuration screens you use for
CMS administration. During administration, however, CMS is 
not managing
calls. CMS 
is managing calls during dynamic reconfiguration.
Pressing [F1] (labeled “Config Screen”) from the Initialization screen or [F7]
(labeled “Config Screen”) from any status screen selects the Configuration
screen. It displays the current configuration, as shown in the example below.
CONFIGURATIONDAY   CMS1.0  3:20p 04/18
AGENT SPLITSANSWER/FORCE DELAY
x --Agent-- x x --Agent-- x   Num  Answer  ForceSplit  PDC  IDSplit  PDC  IDGroup  Lines  Delay  Delay1 PUBLC4 SUPPT417 CRAIG418 BARB424 CJ
A PUBLC
B BUSNS
C CHART
D - 9
6
5
010s
0s
5s
5sOff
On
Off
Off
5 - 
6 - 
2 BUSNS
401
402
403
404
405
406
407
408
409
410
411
412
415
416LINDAJOEL
IEN
JENNY
SCOTT
BILLSARAHJOHNJIMBERNEDONALLANANDYLOU
CALL FLOWFlowx -Splits- x IntraSpl  Thresh
3 CHARTGp  Main  Sec  Flow 
4 SUPPT
A
B
C
D1
2
3
-4
3
2
-OnOff
Off 
Off
1
2
3
4
5
650s
30s
30s
30s
30s
30s
Configuration #1 - Day
F Splits
1
FAns/Forc
2 Delay
F Call
3 FlowF Events
4 LogF Line5 Status
F Split
6 StatusF10 - Help
F Config
7 List
F System
8 Status
5-34 Dynamic Reconfiguration 
						

							From the Configuration screen you can perform the types of reconfiguration
described below or select other screens.
detail later in this section.



Reconfiguring Splits
Press [F1] (labeled “Splits”) to reach
Each of these
the Configure
topics is described in
Splits screen. Through
this screen you can add, move, or remove the agents in splits. You can
also change the ID of a split.
Changing Answer Delay or Force Delay
Press [F2] (labeled “Ans/Fore Delay”) to display the Configure Delay
screen. Through this screen, you can change the number of seconds calls
to a line group ring before CMS answers them and connects them to a
delay message if no agents are available to answer the calls (the Answer
Delay). You can use the Force Delay option to indicate if you want all
callers to a line group to hear a delay message before being transferred to
agents.
Reconfiguring Call Flow
Press [F3] (labeled “Call Flow”) to reach the Configure Call Flow screen.
Through this screen you can reassign splits to line groups, change
Intraflow Thresholds, and turn intraflow on or off.
Using the Configuration List
Press [F7] (labeled Config List) to reach the list of stored shift
configurations. With this screen, you can select a different configuration
for call management, save your changes either in the current configuration
or in another configuration, rename a configuration, or select a startup
configuration.
You can also reach the status screens from the Configuration screen.
Once you are familiar with dynamic reconfiguration, you can use the “Quick
Reference Guide to Dynamic Reconfiguration,” later in this section. T
O see
how the CMS Supervisor at Bon Voyage Travel uses dynamic reconfiguration
during a typical day, see “Day-to-Day Operation of CMS,  later in this
section.
Dynamic Reconfiguration 5-35 
						

							Reconfiguring Splits
Pressing [F1] (labeled “Splits”) from the Configuration screen selects the
Configure Splits screen, shown below. It looks the same as the Configuration
screen except that a box appears around the Agent Splits portion of the
screen and the function keys are relabeled. Use this screen to reassign, add,
or remove agents in the active configuration.
CONFIGURE SPLITSDAY CMS1.0 3:27p 04/18
AGENT SPLITS
ANSWER/FORCE DELAY
|--Agent--|
|--Agent--|NumLinesAnswerDelayForce
DelaySplitPDCIDSplitPDCIDGroup
1 PUBLC
2 BUSNS
3 CHART
4 SUPPT401
402
403
404
405
406
407
408
409
410
411
412
415
416LINDAJOELIEN
JENNY
SCOTT
BILLSARAHJOHN
JIM
BERNEDONALLAN
ANDY
LOU
4 SUPPT
5 -
6 -417
418
424CRAIG
BARB
CJ
A
B
C
DPUBLC
BUSNS
CHART
-9
6
5
0
10s
0s
5s
5s
Off
On
Off
Off
CALL FLOW
Flow|-Splits-|IntraFlowSplThresh
GpMainSec
A
B
C
D1
2
3
-4
3
2
-OnOff
Off
Off
1
2
3
4
5
650s
30s
30s
30s
30s
30s
Configuration #1 - DAY
F Add1 AgentF Remove2 AgentF Move3 AgentF Replace4 AgentF New5 AgentF Change6 Split ID
F Config
7 ScreenF10 HelpF Agent8 Directry
To reconfigure splits, press the function key for the activity you want to
perform and follow the instructions:
[F1] Add Agent
Press this function key to assign an agent already listed on the Agent
Directory screen to the active configuration. 
When you add agents, they are
automatically placed in the Logged Out state. They must make themselves
available for calls by pressing the Available button. No report statistics are
collected for an agent until this is done.
Prompt:ADD AGENT: ID:PDC:to Split #:___
Action:1 Enter an ID of an agent already entered in the Agent
Directory.
2 Enter the System 25 PDC of an agent station that is already
entered on the Administer Stations screen.
3 Enter a split number (1 through 6).
4 Press [F8] (labeled “Enter Data”).
5-36 Dynamic Reconfiguration 
						

							[F2] Remove Agent
Press this function key to remove an agent from the active configuration.
(The agent entry remains on the Agent Directory screen.)
Prompt:REMOVE AGENT: ID:
Action:1 Enter the agent’s ID.
2 Press [F8] (labeled “Enter Data”).
3 When the confirmation prompt appears, type y to confirm
your request or 
n to cancel it.
4 Press [F8] (labeled “Enter Data”).
[F3] Move Agent
Press this function key to move an agent from one agent station to another
and/or from one split to another. (This is equivalent to removing the agent
from one agent station or split and adding the agent to another agent station
or split.)
NOTE: The agent is automatically placed in the Logged Out state, and
no statistics are collected for the agent until the agent makes himself
or herself available or until you make the agent available by logging in
the agent from the Split Status screen. See “Using the Split Status
Screen”, earlier in this section.
Prompt:MOVE AGENT: ID:New PDC:New Split #: _
Action:1 Enter the ID of the agent you want to move.
2 You may enter a new PDC, a new split number, or both. To
skip a field, press [F6] (labeled “Next Field”).
3 Press [F8] (labeled “Enter Data”) after your last entry.
Check the Splits section of the screen to make sure you moved the agent as
you intended.
Moving an agent to a different station in the same split does not affect the
data being collected for that agent. Moving an agent from one split to
another, however, results in partial collected data for the hour in which the
move was made. To keep the agent’s data as accurate as possible, do not use
the Move Agent function key to move an agent to a different split. Instead,
remove the agent from the first split and add the agent to the second split with
a 
different ID. (If the Agent Directory screen does not already have more than
one ID for that agent, use the New Agent function key to add the agent with
a different ID.)
For example, an agent named Hal might have the ID HAL1 when he works in
split 1 and HAL2 when he works in split 2. If you use a separate ID for him
for each split in which he works, the data will show Hal’s work in each split
separately.
Dynamic Reconfiguration 5-37