ATT System 25 Call Management System Manual

							Overview
The Call Management System for System 25 is a powerful tool for managing
your incoming calls.With CMS, you can handle calls efficiently, distribute
the workload equally among your agents, and collect many types of data on
call traffic and call handling performance.
“Understanding CMS” includes information that is basic to understanding
CMS. It is organized as follows:
Key Terms and Concepts
Explains important CMS terms.
Optional CMS Features
Describes four optional CMS features.
A Typical CMS Application
Describes how Bon Voyage Travel, a fictitious business, uses CMS to manage
its incoming call traffic. This example appears throughout this manual and
other CMS documents to illustrate CMS concepts.
Managing CMS
Lists the responsibilities and interactions of the CMS Supervisor and the
System 25 Administrator for CMS operation.
CMS Components
Describes hardware, software, and trunks that are required or can be used
with CMS. Also included are procedures for recording messages on the voice
announcement units.
Overview 2-1 
						

							Key Terms and Concepts
The terms listed below appear frequently in this manual and other CMS
documents. The paragraphs that follow the list offer explanations of these
key concepts:








Automatic Call Distributor
(ACD)
Trunks (Lines) 
Line groups 
Line sub-groups 
Priority lines 
Agents
Agent splits 
Shift configurations  
Main and secondary










splitsIntraflow
Intraflow Threshold 
Answer Delay 
Force Delay 
Logged Out state 
Available state 
After-Call-Work (ACW) state  
Call management 
Day Service
Night Service 
CMS is the Automatic Call Distributor (ACD) designed to work with your
System 25 communications system.It distributes calls that come in on the
System 25 
trunks that have been assigned to CMS. (Although CMS
personnel may know these as 
lines, the System 25 Administrator will refer to
them as trunks.)
NOTE: A System 25 may have more than one CMS, but each CMS
requires its own PC, hardware, and software.
The System 25 telephone lines assigned to CMS are organized into 
line
groups. 
You usually assign lines to line groups so that all calls coming in on
lines assigned to a particular line group are the same type. For instance, the
lines for a service department might be assigned to one line group; the lines
for a billing inquiries department might be assigned to a second line group,
and the lines for a sales department might be assigned to a third line group.
You can assign up to 28 telephone lines to CMS, and you can divide the lines
among a maximum of four line groups. In order to have CMS generate
reports on separate lines or smaller groups of lines within a line group, you
can also divide the lines in your line groups into 
sub-groups. Each line group
can have its lines divided into a maximum of seven line sub-groups. If you
have lines that should be answered before other lines in a line group, you can
designate these lines as priority lines.
Incoming calls are answered by agents who are organized into agent splits.
A split is a team of agents who handle the same type of call. Each split is
assigned to answer calls for one or more line groups. You can have up to six
splits handling CMS calls at the same time, and you can assign up to 28
agents to a split. A maximum of 28 agents can be active in CMS at any one
time.
A 
shift configuration is an arrangement of agent splits for answering calls.
You can store up to six shift configurations in the system’s memory, but only
one shift configuration can be active at a time.
2-2 Key Terms and Concepts 
						

							In a shift configuration, some agent splits are main splits and others are
secondary splits. A main split has primary responsibility for answering calls
for a line group. A secondary split acts as a backup to the main split for a
line group. Agents in the secondary split answer calls that come in for the
line group when all agents in the main split are busy or unavailable. Routing
calls to the secondary split is called 
intraflow. The number of seconds a call
waits for an agent in the main split before it is eligible to be sent to the
secondary split is called the Intraflow Threshold.
The Answer Delay is the number of seconds CMS lets a call ring before
answering it and connecting it to the voice announcement unit if no agent is
available to service the call. When you turn on the 
Force Delay option, no
calls arriving for a group are transferred to an agent until callers have heard
the entire delay message, even if an agent is available. If Force Delay is off,
calls are transferred to an agent as soon as one becomes available.
When call management begins for a shift, the agents in the shift are in the
Logged Out state. CMS neither sends calls to nor keeps statistics on agents
who are logged out. The agents must signal CMS when they are ready to
receive calls, that is, they must put themselves in the 
Available state. Agents
enter the Available state by turning on the light next to the Available button
on their voice terminals. CMS will send calls to agents who have indicated to
CMS that they are available. When agents need time to complete work on
their most recent CMS call (such as processing an order or updating a record),
they can leave the Available state and enter the After-Call-Work (ACW) state
by pressing the ACW button to turn on the light next to it. (The light next to
the Available button is automatically extinguished.) CMS does not send calls
to agents who are in the ACW state. When agents are neither handling calls
nor doing after-call-work, they log themselves out by pressing their Logged
Out button, which turns on the light next to it.
CMS automatically changes the agent’s state under the following conditions:



When an agent is moved or added to an active shift configuration, the
agent is put in the Logged Out state.
If an agent does not answer a CMS call within the number of rings
specified as the Transfer Return Threshold, the agent is put in the ACW
state.
If you have the Agent Logout ACW exception turned on, an agent who
has been in the ACW state longer than the specified time is placed in the
Logged Out state.
When you put CMS in Night Service mode, agents’ voice terminals are
placed in the Logged Out state.
From the CMS PC, you can move an agent from the Logged Out state to the
Available state, or you can log out an agent who is in the Available or ACW
state.
Key Terms and Concepts   2-3 
						

							Call management is the automatic distribution of calls that come in on CMS
lines. CMS provides two modes of call management, Day Service and Night
Service. 
When Day Service mode is active, a call that comes into CMS goes
through this basic sequence of steps:
1.
2.
3.
4.
5.CMS looks for an available agent in the main split assigned to the line
group on which the call came in. (If the Force Delay option is turned on,
calls are not transferred to an agent until callers have heard the entire
delay message, even if an agent is available.)
If agents in the main split are available, CMS routes the call to the agent
who has been idle the longest.
If no agent is available, CMS connects the call to a voice announcement
unit for a delay message after waiting the number of seconds specified as
the Answer Delay. If an agent becomes available while the delay message
is playing, CMS immediately transfers the call to the agent and the caller
does not hear the complete delay message.
If no agent has become available by the end of the delay message, CMS
puts the call on hold in the main split’s queue of waiting calls.
As soon as an agent in the main split becomes available, CMS transfers
the call at the front of the queue to the agent.
If no agent in the main split becomes available and the call at the front of
the queue has waited a predetermined amount of time (the Intraflow
Threshold), the call is sent to an available agent in the secondary split (if
intraflow has been turned on for the split and a secondary split has been
administered for the call’s line group).
When CMS Night Service is active, CMS routes calls to a voice announcement
unit, and disconnects the calls after the message is finished.
2-4 Key Terms and Concepts 
						

							Optional CMS Features
As you plan your CMS, you may want to consider the following optional
features for CMS operation:


The Assist and Transfer-into-Queue features help CMS agents in their
daily routine.
The Service Monitoring feature allows you to monitor your agents’ calls.
When CMS is not managing calls, you can use the CMS contingency plan
to distribute calls automatically to agents.
THE ASSIST FEATUREFeature Description
The Assist feature provides agents with a visual means of signaling you when
they need assistance.
The System 25 Station-to-Station Message Waiting
feature is used to implement this feature.
When help is needed, an agent presses the Assist (MSG WAIT) button on the
agent voice terminal. This turns on the light next to the agent’s Assist button
and also turns on the light next to the paired Assist (MSG WAIT) button on
the supervisor voice terminal. A subsequent press of the Assist button from
either voice terminal turns off both lights. If the agent has a call in progress,
using the Assist button will not disrupt the call.
Button Requirements
This feature requires an administered System 25 MSG WAIT button on the
agent’s voice terminal and a paired MSG WAIT button on your supervisor
voice terminal. The supervisor voice terminal must have a paired MSG WAIT
button for 
each agent who has this feature.
Hardware Requirements
None.
CMS Administration Requirements
None.
System 25 Administration Requirements
A MSG WAIT button must be administered
voice terminal.
on both the agent and supervisor
THEFeature Description
TRANSFER-INTO-QUEUEThe Transfer-into-Queue feature is designed to facilitate the handling of calls
FEATUREthat come in on a trunk associated with one line group when the caller
actually needs to speak to an agent handling calls for another line group.
For example, a retail business has set up its CMS with three line groups:
Sales, Service, and Billing. Each line group is serviced by a split of the same
name. A caller with a question about an invoice mistakenly calls in on a line
in the Sales line group. The agent in the Sales split who answers the call
uses this feature to transfer the call to a transfer-queue line in the Billing line
group. Transfer-queue lines are priority lines. CMS, therefore, places this
call at the front of the Billing line group’s queue of waiting calls so that it will
be answered by the first available agent in the Billing split.
Optional CMS Features 2-5 
						

							The CMS Transfer-into-Queue feature can be used by CMS agents and other
System 25 users; for example, the System 25 Attendant can use this feature to
transfer calls that come in on non-CMS lines to a particular CMS line group
for servicing. The agent, or other System 25 user, transfers the call to a
“ghost” single-line voice terminal whose associated System 25 port on a Tip
Ring Line or Analog Line Circuit Pack is physically connected to a port on a
Loop Start Trunk Circuit Pack. Though neither a “real” single-line voice
terminal nor a loop start trunk is used with this feature, one real single-line
(Tip Ring Line or Analog Line) port and one real Loop Start Trunk port are
required for each transfer-queue line. See “Hardware Requirements” for this
feature below. A line group can have up to three transfer-queue lines
assigned to it.
If a CMS agent answers the original call, both the agent who transfers the call
and the agent who services the transferred call get credit for handling a CMS
call on CMS reports.
CMS statistics count the call as two distinct CMS calls.
Button Requirements
Though no voice terminal buttons are required for this feature, you may want
to have a DSS, Flex DSS, or Repertory Dial button on your agents’ voice
terminals programmed with the PDC of the “ghost” single-line voice terminal
associated with the transfer-queue line. This will provide one-touch dialing of
that voice terminal’s PDC.
Even if there is more than one transfer-queue line assigned to the line group,
only one button is required. It can be programmed with the PDC of any one
of the single-line voice terminals associated with that group of transfer-queue
lines. If the “ghost” single-line voice terminal dialed is busy, the call
automatically hunts to the next “ghost” single-line voice terminal in the
group.
Hardware Requirements
For each transfer-queue line, a port on a Tip Ring Line (ZTN78) or Analog
Line (TN742) Circuit Pack, and a port on a Loop Start Trunk (ZTN77) Circuit
Pack are required. Figure 2-1 illustrates the hardware connection for this
CMS feature.
2-6 Optional CMS Features 
						

							FIGURE 2-1 Hardware Connections for the Transfer-into-Queue Feature.
LEGEND:
ZTN77 - C.O. Line Loop Start Trunk Circuit PackB - 3 to 1 Splitter Connectorized Cable (OR6016)
ZTN78 - Tip Ring Line Circuit PackW1 -1-Pair Inside Wiring Cable
TN742 - Analog Line Circuit Pack
C2- Octopus Cable (WP90780)
CMS Administration Requirements
The transfer-queue line must be administered on the Admin Queued Transfer
screen. See “Administering Transfer-Queue Lines” in Section 4 for details.  
System 25 Administration Requirements
The ghost” single-line voice terminal port and Loop Start Trunk port must be
administered according to the instructions on computer-generated System
25/CMS Single-Line Voice Terminal and Central Office Trunks
implementation forms.
SERVICE MONITORING  Feature Description
The CMS Service Monitoring feature provides a means for you to monitor
(that is, listen in on) agents’ calls without being detected by the agent or the
caller. This feature can be very useful in the training process. You can also
use this feature to join a CMS call when an agent requests help with a caller.
Only CMS calls can be monitored with this feature.
Button Requirements
Your supervisor voice terminal needs an administered Personal Line button
with lights for each CMS and transfer-queue line you may want to monitor.
Optional CMS Features  2-7 
						

							CONTINGENCY
Hardware Requirement
None.
CMS Administration Requirements 
None.
System 25 Administration Requirements
Administer Personal Line buttons on your supervisor voice terminal.
PLANFeature Description
When CMS is not managing calls, either because you are generating reports
or administering the system, or in the event of PC problems which prevent
CMS from managing calls, you can still distribute calls automatically to agents
if you have implemented the CMS contingency plan. This backup plan uses
the System 25 Direct Group Calling (DGC) Group Coverage feature to
distribute CMS calls to predefined groups of agents. Each of these agent
groups is known as a System 25 DGC group. Calls to a DGC group hunt for
an idle voice terminal in a circular manner starting with the voice terminal
following the last one to ring (whether or not the call was answered at that
voice terminal). CMS statistics are not kept for calls handled through the
DGC feature. For information on using this feature to manage calls, see
Managing Calls When CMS is Not Running in Section 9.
Button Requirements
None.
Hardware Requirements
None.
CMS Administration Requirements
None.
System 25 Administration Requirements
For each CMS line group, a ghost 34-button voice terminal on a fictitious
System 25 ATL Line Circuit Pack must be administered. Each ghost voice
terminal must have a Personal Line button administered for each CMS and
transfer-queue line in that line group. The ghost voice terminal must also
have DGC Group Coverage.The DGC group covering the ghost voice
terminal must be administered to include the agent voice terminals which
normally handle calls to the line group.
In the section, Completing System 25/CMS Implementation Forms, in the
CMS Planning Guide, you will find information for setting up this contingency
plan. It is strongly recommended that you complete the necessary System
25/CMS implementation forms for the contingency plan and that you have
your System 25 Administrator or System 25/CMS installer complete all
necessary administration before you start using CMS so this alternate means of
call distribution is available if you should need to use it.
2-8 Optional CMS Features 
						

							IMPORTANT:   The administration of fictitious System 25 voice terminal
ports causes the following message to be entered as a Permanent
System Alarm and also causes the Alarm light on the Attendant
console to flash following a Warm Start of System 25:
XXXXX Port Board Missing But Administered
(XXXXX represents the port number of the fictitious port.)
The Attendant Alarm light can be turned off by removing the
Permanent System Alarm message through System 25 administration.
The System 25 translations for the fictitious port(s) must not be
removed or the CMS contingency plan, described above, will not
work.
Optional CMS Features  2-9 
						

							A Typical CMS Application
In this part of the manual you’ll learn about a fictitious travel agency, Bon
Voyage Travel, which uses CMS to manage the revenue producing incoming
call traffic for its System 25 communications system. Examples based on Bon
Voyage Travel are used in the remaining sections of this manual.
CMS AND BON VOYAGEAt Bon Voyage Travel, agents plan and book trips for several types of
TRAVELcustomers. Most of the travel agency orders are placed by phone, so CMS
plays an important role in the agency’s daily business transactions.
In order to handle three different types of customers and to manage the
frequent overflow of calls, Bon Voyage Travel’s CMS Supervisor has divided
the telephone lines customers use into three line groups and organized the
travel agents into four splits. Figure 2-2 shows a diagram of Bon Voyage
Travel’s CMS.
FIGURE 2-2 Bon Voyage Travel’s CMS.
Public Line Group
4 lines with the published 
number 555-3070; 
2 lines with the published
number 800-555-4185;  
2 priority Lines with the unpublishednumber 800-555-4950;  
1 transfer-queue line withthe PDC 500.
Business Line Group
4 lines with the published
number 800-555-1242; 
2 lines with the publishednumber 555-8300. 
Charter Line Group
2 lines with the published
number 555-1234; 
3 lines with the publishednumber 800-555-3000. 
= Calls routed to the main split
= Calls intraflowed to the secondary split
2-10 A Typical CMS Application