ATT System 25 Call Management System Manual

							[F4] Replace Agent
Press this function key to substitute agents at a particular agent station. This
is equivalent to removing one agent and adding another agent to the same
agent station in the same split.
NOTE: The agent you added remains in the same state as the agent
being replaced.
Prompt:
REPLACE AGENT: Remove Agent ID:and Add Agent ID:
Action:1 Enter the ID of the agent to be removed.
2 Enter the ID of the new agent. (This agent must already be
entered into the Agent Directory.)
3 Press [F8] (labeled “Enter Data”).
[F5] New Agent
Press this function key to add a new agent (one who is not listed in the Agent
Directory) to the active configuration. Agents added using the New Agent
function on the Configure Splits screen are simultaneously added to the
Agent Directory.
Prompt:
NEW AGNT: ID:Last Name:First:PDC:___ Split #:____
Action: 1
2
3
4
5
6Enter the agent ID, up to 5 uppercase letters or numbers.
ID must be unique.)
Enter the agent’s last name, up to 12 uppercase and/or
lowercase letters, numbers, or special characters, with no
spaces between them.
Enter the agent’s first name, up to 8 uppercase and/or
lowercase letters, numbers, or special characters, with no
spaces between them.(The
Enter the System 25 PDC. (The PDC must already be assigned
to a station, that is, already listed on the Administer Stations
screen.)
Enter the split number (1 through 6).
Press [F8] (labeled “Enter Data”).
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							[F6] Change Split ID
Press this function key to assign, change, or delete a split ID. Each split ID
must be unique.However, a split and a line group can have the same ID.
Prompt:CHANGE SPLIT ID: Split # (l-6): _ New Split ID:
Action:1 Enter a split number (1 through 6).
2 Enter a split ID (up to 5 uppercase letters or numbers).
3 Press [F8] (labeled Enter Data ).
NOTE: Once you have entered a split ID for a split in one shift
configuration, it remains the same for that split in other shift
configurations.
[F7] Config Screen (Configuration Screen)
Press this function key to return to the Configuration screen. The box around
the agents section of the screen disappears and the functions keys are
relabeled.
[F8] Agent Directry (Agent Directory)
Press this function key to view the Agent Directory screen if you need to look
up an agent’s ID in order to add the agent to a split. You can also edit the
Agent Directory. From the Agent Directory screen, press [F7] (labeled
“Config Splits”) to return to the Configure Splits screen.
[F10] Help
Press this function key to display a Help screen for the Configure Splits
screen.
Dynamic Reconfiguration 
5-39 
						

							Reconfiguring Answer Delay or Force Delay
ANSWER DELAY
FORCE DELAY
You can change the current setting for the Answer Delay or Force Delay
option at any time.
The Answer Delay is the number of seconds CMS lets a call ring before
connecting it to a voice announcement unit if no agent is available to service
the call.
Think of Answer Delay as a trade-off between the time a customer spends
listening to ringing and the time the customer spends on hold. You can use a
different Answer Delay value for each line group, depending on the type of
lines in the group and the amount of time the caller is likely to wait before an
agent is available.
The initial setting for Answer Delay is 5 seconds, the approximate length of
time from the beginning of one ring to the beginning of the next. Consider
these factors when choosing an Answer Delay value for a line group:

are likely to be on hold before an agent is available, you can increase the
Answer Delay value in order to decrease the amount of time on hold and
the cost of the call.

have to wait for an agent.
Callers may be less inclined to hang up if they
wait a little longer for CMS to answer the call but spend less time on hold.
The 
Force Delay option controls the transfer of calls to and from the voice
announcement unit. If Force Delay is on for a particular line group, calls that
arrive for that line group will not be transferred to an agent until callers have
heard the entire message, even if an agent is available. This means that calls
may be queued up waiting to hear the delay message even when agents are
available.
When Force Delay is on, the Answer Delay setting for that line group is
ignored by CMS; that is, calls to that line group are transferred to the line
group’s voice announcement unit as soon as it is available. If Force Delay is
off, the caller will be transferred to an agent as soon as one becomes
available.
Pressing [F2] (labeled “Ans/Forc Delay”) from the Configuration screen selects
the Configure Delay screen.
A box appears around the Answer/Force Delay
area of the screen and a prompt appears, as shown in the following example
of a Configure Delay screen.
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							CONFIGURE DELAYDAY CMS1.0 3:31p 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
416LINDA
JOEL
IENJENNY
SCOTT
BILL
SARAH
JOHN
JIMBERNE
DON
ALLAN
ANDY
LOU
4 SUPPT
5 -
6-
417
418
424CRAIGBARB
CJA PUBLC
B BUSNS
C CHART
D -
9
6
5
010s
0s
5s
5s
OffOnOff
Off
CALL FLOW
FlowThresh|-Splits-|IntraFlowSplGpMainSec
A
B
C
D1
2
3
-4
3
2
-On
Off
Off
Off
1
2
3
4
5
650s
30s
30s
30s
30s
30s
Configuration #1 - DAY
ANS/FORCE DELAY:F Cancel
1 Prompt
Grp (A-D):____Ans Delay (0-99 sec):___
Force Delay (ON/OFF):____
F Previous
5 FieldF Next6 FieldF Enter8 Data
To change Answer Delay or Force Delay for a line group, respond to the
prompt:
Prompt:
ANS/FORCE DELAY: Grp (A-D):___ Ans Delay (0-99 sec):___ Force Delay (ON/OFF): ___
Action:1 Enter the line group letter (A through D).
2 Enter the Answer Delay, the number of seconds (0 through 99)
you want calls to ring before CMS connects them to an
announcement unit if an agent is not available. Leave the field
blank to keep the current value.
3 Type on or off to turn Force Delay on or off for the line
group. Leave the field blank to keep the current value.
4 Press [F8] (labeled “Enter Data”).
Dynamic Reconfiguration5-41 
						

							Reconfiguring Call Flow
If you experience unexpected changes in call traffic, you may need to
reconfigure call flow assignments in the active configuration. For instance,
you may decide to reassign secondary splits or turn on intraflow for some line
groups. Pressing [F3] (labeled “Call Flow” ) from the Configuration screen
selects the Configure Call Flow screen, a sample of which is shown below.
CONFIGURE LISTDAY CMS1.0 3:32p 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
BILL
SARAH
JOHN
JIM
BERNEDONALLAN
ANDY
LOU
4 SUPPT
5 -
6 -417
418
424CRAIG
BARB
CJ
A PUBLC
B BUSNS
C CHART
D -
9
6
5
010s0s
5s
5sOffOnOff
Off
CALL FLOW
FlowThresh|-Splits-|IntraFlowSpl
GpMainSec
A
B
C
D1
2
3
-4
3
2
-On
Off
Off
Off
1
2
3
4
5
650s
30s
30s
30s
30s
30s
Configuration #1 - DAY
F10 HelpF Assign
1 SplitsF Flow2 ON/OFFF Set3 ThreshF Config
7 Screen
Use the Configure Call Flow screen to set thresholds for intraflow, assign
splits to line groups, and turn intraflow on or off.
To reconfigure call flow, press the function key for the activity you want to
perform:
[F1] Assign Splits
Press this function key to assign main splits and secondary splits to line
groups. If you do not want to assign a secondary split for a line group, enter
a hyphen (-) instead of a split number. For more information on intraflow,
see “Administering Call Flow” in Section 4.
Prompt:
ASSIGN SPLITS for Call Flow: Line Group (A-D): ___ Main Split:___ Secondary Split:___
Action:1 Enter a line group letter (A through D).
2 Enter a main split number (1 through 6), or leave the field
blank if you do not want to change it.
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							3 Enter a secondary split number (1 through 6), or enter a
hyphen (-) if you do not want to assign a secondary split.
Leave the field blank if you do not want to change it.
4 Press [F8] (labeled “Enter Data”).
[F2] Flow On/Off (Turn Intraflow On/Off)
Press this function key to turn intraflow on or off for a particular line group.
Each line group’s intraflow status appears in the Intraflow column of the Call
Flow area of the screen.
Prompt:CHANGE INTRAFLOW: Line Group (A-D): ___
Action:1 Enter a line group letter (A through D).
2 Press [F8] (labeled “Enter Data”). The intraflow designation
for that line group automatically changes from On to Off or
vice versa.
[F3] Set Thresh (Set Intraflow Threshold)
Press this function key to change the Intraflow Threshold for a split. This
threshold is based on the number of seconds the oldest call has been waiting
in a split’s queue.
The initial setting is 30 seconds. For more information on
intraflow and Intraflow Thresholds, see “Administering Call Flow” in Section
4.
Prompt:
SET CALL FLOW THRESHOLD: Split # (1-6):___ Threshold (0-999 sec):___
Action:1 Enter a split number (1 through 6).
2 Enter a number of seconds (0 through 999).
3 Press [F8] (labeled “Enter Data”).
[F7] Config Screen (Configuration
Press this function key to return to
[F10] Help
Press this function key to display a
screen.Screen)
the Configuration screen.
Help screen for the Configure Call Flow
Dynamic Reconfiguration 5-43 
						

							Using the Configuration List
The Configuration List screen, shown below, is very similar during call
management and administration.
CONFIGURATION LISTDAY CMS1.0 3:18p 04/18
STORED SHIFT CONFIGURATIONS
(edited)
1 - DAY (Startup)
2
3
4
5
6—
—
—
—
—EVENING
WEEKEND
UNUSED
UNUSED
UNUSED
F10 Help
F Select
1 ConfigF Save
2 Config
F Rename
3 ConfigF Choose
4 Startup
F Config
7 ScreenF System
8 Status
The shift configuration currently in use for call management is shown in
reverse video. If you made any changes to the configuration but have not yet
saved them, the word 
(edited) appears to the left of that configuration
number. If you have chosen a configuration to be invoked automatically
when you start call management, the word 
(Startup) appears to the right of
that configuration name.
During call management, you can perform these activities with the
Configuration List:






configuration.
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							To use the Configuration List, press the function key for the activity you want
to perform:
[F1] Select Config (Select Configuration)
Press this function key to select a different shift configuration for call
management.
Prompt:
SELECT CONFIGURATION: Config # (1-6): ___
Action:1 Enter a configuration number (1 though 6).
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”).
When CMS is changing from one shift configuration to another in response to
your request, calls are handled as follows:

considered “completed” for the purpose of report statistics at the time of
the request to select a new configuration.

queue. The time of arrival for each call is saved.

placed in a temporary queue.
When the new configuration is activated:

in the new configuration.

according to their order of arrival.

active) are handled normally.
NOTE: All agents in the new configuration are automatically placed in the
Logged Out state and must make themselves available for CMS calls by
pressing their Available button.
[F2] Save Config (Save Configuration)
Press this function key to save any changes you made to the active
configuration. If you don’t save the changes, they will be lost when you stop
managing calls with that configuration. You can save the edited configuration
in the active configuration, in a previously unused configuration, or you can
store it in place of another configuration.
Dynamic Reconfiguration 5-45 
						

							Prompt:SAVE CONFIGURATION: in Config #: ___
Action:1 Press [F8] (labeled “Enter Data”) to save the edited
configuration under the same configuration name and number
as the original (in other words, to replace the original with the
edited copy).
or
Enter another configuration number and press [F8] (labeled
“Enter Data”) to save the edited configuration under a
different configuration number.
A second prompt appears:
SAVE CONFIGURATION: Replace Contents of Config #X - NAME? (Y/N):___
The number of the configuration you want to replace and its
name appear in this prompt.
2 Type y to confirm your request or n to cancel it.
3 Press [F8] (labeled “Enter Data”).
[F3] Rename Config (Rename Configuration)
Press this function key to name or rename a configuration. Configuration
names can contain up to 10 uppercase letters, numbers, or special characters.
Spaces are not allowed, so you may want to use hyphens or underlines
instead.
Prompt:
RENAME CONFIGURATION: Config # (1-6):___ New Name:
Action:1 Enter the configuration number (1 through 6).
2 Enter the new name (up to 10 uppercase letters, numbers, or
special characters).
3 Press [F8] (labeled “Enter Data”).
NOTE: If you rename an inactive configuration as “UNUSED, you 
will delete its contents. The current configuration cannot be renamed
“UNUSED” since an unused configuration cannot be activated.
Also, if you attempt to rename the startup configuration UNUSED,
an error message appears on the screen.
[F4] Choose Startup (Choose Startup Configuration)
Press this function key to select a shift configuration to be invoked
automatically during call management startup. Don’t select a startup
configuration, however, if you want to choose a startup configuration each
time you begin call management.
5-46 Dynamic Reconfiguration 
						

							Prompt:CHOOSE STARTUP CONFIGURATION: Config # (1-6 or ‘-’ for none): ___
Action:1 Enter the configuration number of the startup configuration, or
enter a hyphen (-) if you do not want a startup configuration.
2 Press [F8] (labeled “Enter Data”). The word (startup) appears
next to the configuration you selected.
[F7] Config Screen (Configuration Screen)
Press this function key to display the Configuration screen for the active
configuration.
[F8] System Status
Press this function key to display the System Status screen.
[F10] Help
Press this function key to display a Help screen for the Configuration List
screen.
Dynamic Reconfiguration 
5-47