ATT System 25 Call Management System Manual

							Quick Reference Guide to Dynamic Reconfiguration
This guide shows what screens to select if you want to activate a different
configuration or make changes to the active configuration. While call
management is running, you can do the following:




different configuration
For detailed descriptions of these procedures, see “Dynamic Reconfiguration,
earlier in this section.
You can make changes in an active CMS configuration from the Configuration
screen. You can access this screen from:


The screens and function keys used for dynamic reconfiguration are
illustrated in the following diagram.
After you make a change, press 
[F7] (labeled “ Config Screen”) to return to
the Configuration screen.Continue with dynamic reconfiguration or press
the appropriate function key to access one of the status screens.
5-48 Dynamic Reconfiguration 
						

							Selecting Day or Night Service
CMS provides two modes of call management: Day Service and Night
Service. During Day Service, one of your shift configurations is active and
CMS routes each call to an agent.During Night Service, CMS answers each
incoming call, connects it to the appropriate voice announcement unit, and
disconnects the call after the message is over. Depending upon the needs of
your business, you may choose to use a tape answering machine instead of
the Dacon voice announcement unit during Night Service so that callers can
leave a recorded message after hearing the announcement. For more
information, see Caller Message Recording During Night Service, later in
this section.
You may want callers to hear a different message when Night Service is in
effect than when Day Service is in effect. If that is the case, record two
announcements, a Day Service and a Night Service announcement, on each
announcement unit.
When you start call management, CMS is automatically in Day Service mode.
Change the mode of service from the System Status screen by pressing [F1]
(labeled “Set Opt/Chg Mode”). The Set Options/Modes screen, shown
below, appears.Press [F5] (labeled “Chg Serv Mode”) , and continue with
the instructions below for the mode to which you are changing.
SET OPTIONS/MODESDAY CMS1.0 3:36p 04/18
OPTION AND MODE SETTINGS
Option/ModeValue
F1 Service Level Limit20 sec
F2 Abandoned vs. Incoming Call Threshold10 sec
F3 Audible Alarm (ON/OFF)ON
F4Transfer Return Threshold5 rings
F5 Change Mode of Service (Day/Night)DAY
F10 - Help
F Service F Abandon F AlarmF Return F Chg ServF System
1 Level
2 Thresh 3 On/Off 4 Thresh 5 Mode8 Status
Selecting Day or Night Service 5-49 
						

							CHANGING TO NIGHTTo change from Day Service to Night Service:
SERVICEPrompt:SERVICE MODE: Change to NIGHT Service? (Y/N):___
Action:1 Type y to change to Night Service mode or type n to keep
call management in Day Service mode.
2 Press [F8] (labeled “Enter Data”).
3 If you typed y to change mode, the prompt reads:
Change Anncs for NIGHT, then press F8 when ready; or to Cancel press F1.
Until you press a key in response to this prompt, CMS will
not answer any ringing calls. Calls that are connected to an
announcement unit or that have heard an announcement will
be distributed to agents and recorded in the data.
4 Switch to the night message, if you have one, by pressing the
“Chan.” button on the front of the Dacon voice announcement
unit and then responding to the prompt.
– If some CMS calls are connected to agents or are on hold
waiting for an agent when you press [F8], the following
message will appear on the screen:
Night Service Now in Effect. Some Day Calls Still Active
Then, when agents finish handling all those calls, the
following message is displayed:
Night Service Now in Effect. All Day Calls Finished
– If no CMS calls are in progress when you press [F8], the
following message is displayed:
Night Service Now in Effect. All Day Calls Finished
Ringing CMS calls and new incoming CMS calls are connected
to the night message, then disconnected. The word 
NIGHT
appears to the left of the CMS release number on the ID line
of the screen. All agent stations are put in the Logged Out
state.
5 Press a function key to select another activity or screen.
5-50 Selecting Day or Night Service 
						

							CHANGING TO DAY
SERVICE
To change from Night Service to Day Service:
Prompt:SERVICE MODE: Change to DAY Service? (Y/N): ___
Action:1 Type y to change to Day Service mode or type n to keep call
management in Night Service mode.
2 Press [F8] (labeled “Enter Data”).
3 If you typed y to change mode, the prompt reads:
Change Anncs for DAY then press F8 when ready; or to Cancel press F1.
When the prompt appears, CMS stops answering ringing calls
(that is, the calls keep ringing). Any calls already connected to
the voice announcement unit stay connected until the message
is finished, and are then disconnected. Any calls not yet
connected to the voice announcement unit remain ringing until
Day Service mode is in effect. At that time, the calls are
answered by CMS and connected to an agent or a voice
announcement unit, as appropriate.
4 Switch to the day message, if necessary, by pressing the
“Chan.” button on the front of the Dacon voice announcement
unit, and then respond to the prompt.
When you press [F8], the last configuration that was active on
the system is activated again. Call management and data
collection proceed as normal for Day Service, and the
following message appears:
Day Service Now in Effect.
The word DAY appears to the left of the CMS release number
on the ID line of the screen. When Day Service call
management begins, all agents in the configuration are
automatically in the Logged Out state. To become available to
answer calls, they must press their Available button to turn on
the Available light on their voice terminals.
5 Press a function key to select another activity or screen.
Selecting Day or Night Service 5-51 
						

							CMS OPERATION DURING   You can access all your status screens while CMS is in the Night Service
NIGHT SERVICEmode. If you start Night Service during a data collection hour, then for the
rest of that hour the status screens show whatever Day Service data had been
collected prior to the switchover, plus any Night Service data collected. After
that hour is over, the screens show only Night Service data.
The System Status screen shows Night Service data for the number of busy
lines and for calls waiting. It shows agent status as 
Othr if the agent station
is off-hook, and as Out if the agent station is on-hook. Time spent in Night
state is not counted as time logged in for reporting purposes.
On the Split Status screen, the “Stat” column will show 
Nite when the agent
station is on-hook and 
Othr when the agent station is off-hook. The number
of calls shown in the “Other” (Calls) column will reflect the number of calls
placed plus the number of calls received and answered during that hour.
You can also access reconfiguration screens during Night Service. Any
changes you make on these screens do not influence Night Service operation,
but do affect the last active configuration (that is, the displayed shift
configuration). If you return to Day Service, any changes you made in the
last active configuration will be in effect.
CALLER MESSAGE
RECORDING DURING
NIGHT SERVICEFor standard CMS operation during Day Service, it is strongly recommended
that you use a digital voice announcement unit. However, there may be
situations during Night Service when call volume is low. At those times you
may choose to use a tape answering machine instead, so callers can leave a
message for you.The tape answering machine must be one which you can
program to answer calls on the first ring and which has a voice-activated
message length.
You can set up the tape answering unit in either of two ways:

and connect the tape answering unit in its place for Night Service.

and keep it connected at all times. However, you can change the status of
the tape answering unit reflected in the “Annc Condtn” column on the
Assign Announcement screen to 
REMVD (Removed) during Day Service,.
and change the status of the digital voice announcement unit to 
AVAIL
(Available). When you switch to Night Service, you can change the tape
answering unit’s status to 
AVAIL on the Assign Announcement screen
and change the status of the digital voice announcement unit to 
REMVD.
5-52 Selecting Day or Night Service 
						

							Day-to-Day Operation of CMS
Your day-to-day interaction with CMS primarily involves monitoring system
status during call management and using dynamic reconfiguration to make
any needed changes in the configuration being used to manage calls.
The following example illustrates how the CMS Supervisor at Bon Voyage
Travel interacts with the system during a typical day.
THE CMS SUPERVISOR’SAt 9 A.M. each business day, Pat Roberts turns on Bon Voyage’s PC and starts
ACTIVITIES AT BONmanaging calls with the Day configuration. All agents are automatically in
VOYAGE TRAVELthe Logged Out state when call management begins. Pat asks the agents to
press the Available button on their voice terminals to make themselves
available for CMS calls.
Pat performs several dynamic reconfiguration activities during the day. First,
Pat removes Linda Seiler from her position in the Public Travel split because
she is on vacation, and moves a new agent, Allan Brown, into Linda’s
position in that split. Pat tells Allan to place himself in the Available state.
As the peak calling hour approaches, Pat turns on intraflow for the Public line
group. Pat tells the agents in the Support split that they may now receive
calls for the Public line group. (The Support split is a secondary split for the
Public line group.)
Throughout his shift, Pat monitors the System Status screen, the
Line Status screen, and the Split Status screens. Pat can use the
[Shift] + [Print Scrn] keys to print any of these screens if desired. The screens
provide a detailed picture of activity throughout the system. Using them, Pat
can tell when to turn intraflow on or off, when a new agent may be having
trouble handling calls, or when all lines in a line group are busy. Pat can use
dynamic reconfiguration to correct these situations as they occur.
For instance, Pat notices that three calls are waiting in the Charter Travel
split’s queue, and there have been several abandoned calls. Pat turns on
intraflow to allow waiting calls to be sent to the Business Travel split (the
secondary split for the Charter line group). Pat also increases the Answer
Delay (the length of time a call rings before CMS connects it to a voice
announcement unit when no agents are available) so callers will spend a little
less time on hold.
Pat has a new agent in the Business Travel split. Yesterday, Pat spent time
with the new agent, explaining the voice terminal features the agent will be
using. As the new agent answers CMS calls for the first time, Pat watches
the Split Status screen to see when the agent is on a call, and then monitors
the call. In this way, Pat is able to give the agent advice on handling calls.
Pat also looks at the Management Information System (MIS) reports to
determine if Bon Voyage Travel has an efficient number of lines and agents.
The Events Log Report lists many occurrences of the All Lines Busy
exception, which means that people heard a busy signal if they called during
those times. Pat can use exception information like this to determine if more
lines are needed for some line groups or line sub-groups.
Day-to-Day Operation of CMS 5-53 
						

							Section 6: Handling CMS Calls 
						

							Overview
When a call comes into CMS during Day Service, the system looks for an
available agent in the main split assigned to the line group for the call. If
agents are available, CMS routes the call to the agent who has been idle the
longest. After answering the call, the agent may need to do the following:



When the conversation with the customer is completed, the agent may need
to enter the After-Call-Work state to complete the necessary paperwork
associated with the call.
So that agents can complete all of these CMS duties with a minimum of
difficulty, it is important that they understand how to use their voice terminal
features. In most cases, you, as the CMS Supervisor, will be the person
responsible for teaching the agents how to use their voice terminals and the
one whom agents will call should problems arise.
This section will help you understand how you and your CMS agents can use
your voice terminals and features to handle CMS calls efficiently. The
information in this section is organized as follows:
The Agent’s Voice Terminal
Describes the types of voice terminals agents can use, the features to be
assigned to agent voice terminal buttons, and procedures for using these
features.
The CMS Supervisor’s Voice Terminal
Describes the type of voice terminal the CMS Supervisor needs, the features
the CMS Supervisor uses, and the procedures for using these features.
Overview 6-1 
						

							The Agent’s Voice Terminal
This section describes the voice terminals and the features that enable CMS
agents to handle ACD (CMS) calls efficiently. The CMS Agent Card also
describes procedures for using the agent voice terminal for CMS.
The information in this section supplements the information in the AT&T
System 25 Multiline Terminal User Guide. 
That guide describes many other
System 25 features you may find useful.
Selecting Voice Terminals for Your Agents
A critical factor in selecting a voice terminal for your agents is choosing a
voice terminal with enough buttons to accommodate the necessary CMS and
System 25 features.The following information will help you decide the
number of buttons with lights your agents’ voice terminals will need, and, in
turn, help you decide the size of the voice terminal that you should assign
each agent..
You may use any of these as a CMS agent voice terminal:












Terminal or 34-Button Deluxe BIS Voice Terminal

Terminal with Display
NOTE: A headset cannot be used with a 5-button voice terminal or a
10-button HFAI voice terminal.
Each of these types of voice terminals provides basic telephone functions,
such as Transfer, Conference, and Hold. However, other features required or
useful for CMS may be administered on agent voice terminals.
6-2 The Agent’s Voice Terminal 
						

							All agent voice terminals will require buttons with lights for the following
features:

System Access button. Two System Access buttons are recommended.

Call-Work), and Logged Out, are required on each agent voice terminal.
In addition, the optional Assist feature requires a button with lights.

assistance. These agents must have a Station-to-Station Message Waiting
(MSG WAIT) button on their voice terminal. (Your supervisor voice
terminal will have a corresponding button so that you will know when the
agent needs help.)
You may want to reserve buttons (with or without lights) for other System 25
features, such as Direct Station Selection (DSS) or Repertory Dialing. These
and other available features are described in the 
AT&T System 25 R2VI
Reference Manual and in the AT&T System 25 Multiline Terminal User Guide.
IMPORTANT: An agent voice terminal must not have either a Send All
Calls or an Exclusion button administered on it. These System 25
features interfere with CMS operation.
A TYPICAL AGENT VOICEFigure 6-l shows typical agent voice terminal button assignments. (This
TERMINALexample shows a 10-button voice terminal; your agents may be using a
different voice terminal.)
The Agent’s Voice Terminal 6-3