ATT System 25 Call Management System Manual

							FIGURE 6-1 Typical Button Assignments on a CMS Agent Voice Terminal.
1 The volume control adjusts speaker and ringer6 An Assist (MSG WAIT) button is used by the
loudness.
2 Conference, Drop, Transfer, and Hold help the
agent handle calls more efficiently.
3 The T/P switch is used to program and test
voice terminal features. For CMS operation,
the switch must be set to the middle position.
4 The lights next to the three agent-state buttons
(Available, ACW, and Logged Out) let CMS
know whether an agent is currently available
for CMS calls, doing after-call-work, or is
logged out.
agent to turn on a light at the supervisor voice
terminal to signal that the agent needs help.
The agent can use this signal at any time, even
during a call.
7 DSS or Flexible DSS buttons allow an agent to
place inside calls with one touch.
8 Repertory Dialing buttons allow an agent to
place inside or outside calls with one touch.
9 An optional headset and adaptor maybe
plugged into the jack labeled Other or “HFU”
underneath some types of voice terminals.
5 The flashing green lights next to the System
Access buttons 
show the button on which a call
is coming in. The number on the button label
is the PDC (extension) of this voice terminal.
6-4 The Agent’s Voice Terminal 
						

							Using the Agent Voice Terminal for CMS
Your CMS agents can announce their availability or unavailability for CMS
calls, place and answer both inside and outside calls, signal you for
assistance, transfer calls, and, when CMS is not managing calls, answer calls
that come into a DGC group.
In the following procedures, some button names have brackets surrounding
them, such as [AVAILABLE] or [DSS]. This indicates the feature assigned to
the button. For features such as DSS, Flexible DSS, or Repertory Dialing,
you may choose to label the agent’s voice terminal buttons with a telephone
number that has been programmed onto that button for automatic dialing.
NOTE: Agents can use the CMS Agent Card as a quick reference for
using their voice terminals for CMS.
USING THE AVAILABLE,During call management, an agent may enter and leave the following work
ACW, AND LOGGED OUTstates: Available, After-Call-Work, and Logged Out. Every agent voice
BUTTONSterminal needs a button for each of these three work states. When agents are
in either the Available or ACW state, they are considered logged in.
Available State
In order to receive CMS calls, an agent’s voice terminal must be in the
Available state.
To enter the Available state, the agent must:

(The green light next to the Available button turns on.)
After-Call-Work State
Entering the ACW state makes the agent unavailable for CMS calls while
finishing paperwork associated with the previous CMS call.
To enter the ACW state, the agent should do the following:

(The light next to the ACW button turns on, and the light next to the
Available button turns off.)
NOTE: If the agent does not press [ACW] while still off-hook, CMS
can send the agent another ACD (CMS) call when the agent hangs up
the handset.
Logged Out State
An agent is automatically placed in the Logged Out state by CMS when call
management starts, when a new configuration is selected, and when the
agent is moved or added to a configuration. You can log out the agent from
the Split Status screen.If the Agent Logout ACW exception on the Agent
Exceptions screen is turned on, agents who have been in the ACW state more
than the time specified as the exception threshold are placed in the Logged
Out state.
The Agent’s Voice Terminal 6-5 
						

							To enter the Logged Out state, the agent should do the following:

(The light next to the Logged Out button turns on, and the light next to
the Available or ACW button turns 
off.)
When ready for CMS calls again, the agent should press the Available button.
(The light next to the Available button turns on.)
ANSWERING CMS CALLSDuring Day Service, when a CMS call comes in, the CMS automatically
distributes the call to the agent in the appropriate split who has been idle the
longest. If all agents are busy, CMS connects the caller to a recorded delay
message and then puts the call on hold. The caller is connected to an agent
when one becomes free.
NOTES: All CMS calls, including those transferred through the
Transfer-into-Queue feature, ring on the System Access button(s).
Agents will receive CMS calls only if the light next to the button
labeled “Available” is on and the agent’s voice terminal is on-hook.
To answer a ringing call, the agent must do the following:

(The agent is automatically connected to the CMS call.)
If the agent does not answer a CMS call within the time specified in the
Transfer Return Threshold (see “Setting Options” in Section 4), the call is
transferred to another agent, if available, or is connected to the voice
announcement unit, if the caller has not yet heard the delay message. If
neither an agent nor a voice announcement unit is available, the call will
continue to ring at the agent’s station until an agent or voice
announcement unit becomes available. The agent who didn’t answer the
call is then placed in the ACW state (the light next to the Available button
turns off, and the light next to the ACW button turns on), and the CMS
statistics show that the agent refused a call. The agent will not receive
any more CMS calls until he or she announces availability again by
pressing the Available button. If the call is still ringing at the refusing
agent’s station because no other agent or voice announcement unit is
available, and the agent answers the call without first pressing the
Available button, the agent will get credited for answering an Other call
rather than an ACD (CMS) call.
When the CMS call is finished, the agent should:

but
if the agent needs to complete paperwork associated with a previous CMS
call, the agent should press the ACW button before hanging up from the
call. If the agent waits to press the ACW button until after he or she
hangs up, CMS may send the agent another CMS call before the agent
has a chance to press the ACW button.
6-6 The Agent’s Voice Terminal 
						

							USING THE ASSISTAt times an agent may want to signal you that assistance is needed. To do
BUTTONso, the agent can press the Assist button. (This will not interrupt the current
CMS call.) This action turns on the green light next to the corresponding
Assist button at your voice terminal. To find out what line the agent is using
so that you can join the agent’s call in progress, look at the CMS Line Status
screen or appropriate Split Status screen. Either you or the agent can turn off
the Assist button lights at both voice terminals by pressing the Assist button
next to the light that is on. (If you need to assign Assist buttons, refer to the
CMS Planning Guide for information.)
If agents need help with a CMS call in progress, they should do the
following:

(The green light next to the Assist button on the agent’s voice terminal
and the green light next to the corresponding button on the supervisor
voice terminal turn on.)
To turn off the Assist button on both the agent voice terminal and the
supervisor voice terminal, do the following:

(The green light next to the Assist button on the agent voice terminal and
the corresponding button on the supervisor voice terminal turn off.)
PLACING A CALL ON
HOLDIf an agent puts a call on hold and then places the voice terminal on-hook,
CMS considers the call finished and makes the agent available for another
CMS call. When the agent then lifts the handset to pickup the call again,
CMS credits the agent with an “other” call. Therefore, if an agent is to
receive ACD credit for the entire call, the agent must leave the handset off-
hook while the call is on hold.
To place a call on hold, the agent should do the following:
Do not hang up the handset.
(The green light next to the held call’s line button winks.)
NOTE: If the agent hangs up while a call is on hold, the agent is
automatically available for another CMS call.
To return to the call on hold, the agent should:

TRANSFERRING CALLSAfter answering a CMS call, an agent may need to transfer the call:

O a specific person (agent or non-agent) on your System 25

The Agent’s Voice Terminal 6-7 
						

							Transferring Calls to a Specific Person on System 25
To transfer a call to a specific person on System 25, the agent must do the
following:
1 Press [TRANSFER].
(The green light next to the button of the call winks, indicating the call is
put on hold.)
2 Listen for dial tone.
3 Dial the person’s PDC or press the [DSS], [FLEX DSS], or [REP DIAL]
button for that person.
NOTE: If the agent misdials the number, the agent can return to the held
call by pressing the button next to the winking light. Then return to
step 1.
4 Announce the call when the other person answers.
NOTE: If a busy signal is heard or the other person doesn’t answer,
return to the held call by pressing the button next to the winking light of
the held call.
5 Hang up.
Transferring Calls to Another Line Group’s Queue
If the Transfer-into-Queue feature has been administered for your CMS,
agents can transfer a call to another line group’s queue as follows:
1 Press [TRANSFER].
(The call is put on hold, and the green light next to the button of the held
call winks.)
2 Listen for dial tone.
3 Dial the PDC or press the [DSSJ, [FLEX DSS], or [REP DIAL] button for
the line group’s queue (that is, the PDC of the single-line station
associated with the transfer-queue line).
NOTE: If the agent misdials the number, the agent can return to the held
call by pressing the button next to the winking light. Then return to
step 1.
4 When the call starts ringing, hang up. Do not wait for the call to be
answered.
(If a busy signal is heard, press the button next to the winking light to
return to the held call.)
NOTE: This feature can also be used by non-CMS agents to transfer a call
into a line group’s queue.People who may need to use this feature, such
as the System 25 Attendant, should be trained in its use.
6-8 The Agent’s Voice Terminal 
						

							DGC GROUPSDirect Group Calling (DGC) groups may be set up to provide an alternate
means of call distribution when CMS is not able to distribute calls. When
CMS is managing calls, all agents must remove themselves from their
assigned DGC groups so that CMS can distribute calls to them.
If CMS is not able to distribute calls, the agents must return to their DGC
group assignments so that System 25 can distribute calls to the CMS agents.
When System 25 is distributing calls, and agents need to make themselves
unavailable for CMS calls, they must remove themselves from their DGC
groups.
For more information, refer to “Managing Calls When CMS is Not Running”
in Section 9 of this manual.
In order to remove themselves from assigned DGC groups, agents must do
the following:
1 Lift the handset.
2 Listen for dial tone.
3 Dial 
Q 4.
4 Listen for confirmation tone (three short tones).
5 Hang Up.
When CMS is not managing calls, you must inform your agents to return to
their DGC groups by following this procedure:
1 Lift the handset.
2 Listen for dial tone.
3 Dial 
Q 6
4 Listen for confirmation tone (three short tones).
5 Hang up.
The Agent’s Voice Terminal 6-9 
						

							The CMS Supervisor’s Voice Terminal
As the CMS Supervisor, you are required to have one 34-button deluxe voice
terminal. On your voice terminal you may want the following features:

recommended in order to provide you with the ability to do Service
Monitoring. These Personal Line button assignments will also allow you
to answer and/or join CMS calls, if the need arises. One button with
lights is required for each Personal Line appearance.

agent with an Assist (MSG WAIT) button. These buttons must have
lights.
You may need additional buttons for other System 25 features. Refer to the
AT&T System 25 R2V1 Reference Manual for descriptions of these features.
NOTE: It is recommended that you do not have an Exclusion button
on your voice terminal. If you press this button while you are
monitoring a call, you will drop the agent from the call.
Using Your Voice Terminal for CMS
SERVICE MONITORINGIf your voice terminal has a Personal Line button for every CMS and transfer-
queue line, you can listen to any CMS call without being detected by the
caller or the agent.This Service Monitoring feature is useful for training
agents.
To use Service Monitoring:
1
2
3Look at the Line Status screen or appropriate Split Status screen to see
which line the agent you want to monitor is using.
– On the Line Status screen, look at the “Status” column to locate the
agent. A « 
AGTID (where AGTID represents the agent’s CMS ID)
in the “Status” column indicates the agent is handling a CMS call.
Look in the “Line” column to see which line the agent is handling.
– On the Split Status screen, 
ACD will be displayed next to the agent’s
ID, in the  Stat column and the ID of the CMS line will be displayed
in the “Line” column.
Check the light next to the Personal Line button to make sure that the call
is not on hold. (The green light should be steady rather than winking.)
NOTE: If Service Monitoring is done incorrectly, it will interfere with the
handling of CMS calls. If you try to monitor a CMS call that has not yet
been answered by an agent or that is on hold, CMS will relinquish control
of the call.
Press the Personal Line button on your voice terminal.
6-10 The CMS Supervisor’s Voice Terminal 
						

							USING THE ASSIST
FEATURE
4 Press [SPEAKER] to join the call.
You will not be able to speak to either person unless you lift your
handset. If you listen to the call through the handset instead of through
the voice terminal speaker, the caller and agent may be able to hear
surrounding room noise.
5 Press [SPEAKER] again to leave the call.
For each agent who may need a visual means of signaling you for help, there
must be a System 25 Station-to-Station Message Waiting button on the
agent’s voice terminal and a paired Station-to-Station Message Waiting button
on your supervisor voice terminal. On both voice terminals, label the button
either ASSIST or MSG WAIT and the PDC of the corresponding voice
terminal. When an agent needs assistance, the agent can press the Assist
(MSG WAIT) button on the agent voice terminal. The green light next to the
corresponding button on your supervisor voice terminal will turn on.
You can see which agent is signaling you by following this procedure:
1 Your Assist buttons should be marked with the PDC of the corresponding
voice terminal so that you will be able to tell which station is signaling you
for assistance.
2 If necessary, look at the Split Status screen to see which agent is handling
calls at that station.
To turn off the light next to the Assist button on both the agent’s and your
supervisor voice terminal, press the Assist button next to the light you want
to turn off.
The CMS Supervisor’s Voice Terminal6-11 
						

							Section 7: Generating CMS Reports 
						

							Overview
In addition to real-time status screens, CMS provides a wealth of
Management Information System (MIS) data through historical reports.
They can help you manage your resources efficiently and cost effectively.
For instance, you can use reports to forecast staffing needs and to see if
line groups need more or fewer lines.
The reports are generated from historical data stored on the hard disk.
You can print reports whenever CMS is not managing calls.
This section, “Generating CMS Reports” is organized as follows:
How to Generate Reports describes how to select and print reports.
Types of CMS Reports describes the MIS reports:





Also included in this section is a description of the Print All Reports option.
You can also copy historical data onto floppy disks so that you will always
have the data available should you want to generate or regenerate reports at
any time in the future. For more information, see Section 8, “Archiving
Data.“ 
Overview 7-1