ATT System 25 Call Management System Manual

							
Effect on Call Management: Until this problem is corrected, CMS cannot
manage calls.See “Managing Calls When CMS is Not Running” at the end
of this section.
Possible CauseCorrective Action
The CMS PC Interface1 From the Initialization screen, press
Card is installed
[F8] (labeled “Exit Call Mgt”), then
incorrectly.press 
[F8] (labeled Exit to DOS)
to exit to MS-DOS.
2 Turn off the PC and unplug it from
the power source.
3 Make sure the CMS PC Interface
Card is installed as described in the
AT&T System 25 Call Management
System Installation and Startup Guide.
4 Reconnect and turn on the PC.
5 Restart call management from the
CMS Menu.
The CMS PC InterfaceIf the same message appears when
Card is faulty.you restart CMS call management, you
may have a faulty CMS PC Interface
Card. Contact your equipment
supplier for assistance.
Startup Problems 
9-5 
						

							Warning Messages
Problems that generate warning messages on the Initialization screen do not
halt the CMS call management startup procedure. While these problems do
not prevent CMS from managing calls, they do adversely affect call
management in various ways as indicated, and should be corrected as quickly
as possible.

(where X refers to either PC jack CU1 or PC jack CU2).
Effect on Call Management: If the System Access feature has not been
administered on CU1, CMS cannot transfer calls.
NOTE: The System Access feature on buttons 7 of CU1 and CU2 is
used to perform verification tests during call management startup. If
these buttons are not correctly administered, other verification tests
will fail, even if there are no other administration errors. Therefore, it
is important to correct the administration of button(s) 7 and to restart
call management before investigating other warning messages.
Possible CauseCorrective Action
Button 7 on CU1 or
CU2 (as indicated in
the warning message)
is not administered as
a System Access
button.Check and correct the administrationof the button.
9-6 Startup Problems 
						

							
Effect on Call Management: Some CMS calls are disconnected before being
connected to an agent station.
Possible CauseCorrective Action
The modular cablesReverse the cables connected to PC
connected to PC jacksjacks CU1 and CU2. Then restart
CU1 and CU2 are
CMS call management from the CMS
reversed.Menu.
PC jack CU1 isCheck that PC jack CUl is connected
connected to theto the wall jack assigned to CU1.
wrong System 25 ATL
If this is not the problem, have the
port.System 25 Administrator check the
Station Interconnect Panel (SIP)
connections to the System 25 cabinet
for CU1.
System 25 featureHave the System 25 Administrator
administration ofcheck System 25 administration of the
button number 8 onCMS CU1 jack to see that button
PC jack CU1 is
number 8 was administered with the
incorrect.Exclusion feature.
Startup Problems 
9-7 
						

							
XXXXX) 
(where NN is the button number on CU1 and XXXXX is the Line
ID associated with the CMS or transfer-queue line).
Effect on Call Management: CMS does not recognize an incoming call, and
therefore, does not answer the call.
Possible Cause
The modular cables
connected to PC jacks
CU1 and CU2 are
reversed.
PC jack CU1 is
connected to the
wrong System 25 ATL
port.
System 25 feature
administration of
button number NN for
PC jack CU1 is
incorrect.
The trunk with Line ID
XXXX is administered
for Dial-in Only access.
This causes the CMS
test for this line to fail
when there is not a
problem
Corrective Action
Reverse the cables connected to PC
jacks CU1 and CU2. Then restart
CMS call management from the CMS
Menu.
Check that PC jack CU1 is connected
to the wall jack assigned to CU1.
If this is not the problem, have the
System 25 Administrator check the SIP
connections to the System 25 cabinet
for CU1.
Have the System 25 Administrator
check System 25 administration of PC
jack CU1 to see that button number
NN was administered as a Personal
Line for trunk XXXX.
Have the System 25 Administrator
change the Dial-in Only option to no.
Then restart call management from the
CMS Menu.
9-8 Startup Problems 
						

							
PDC ZZZZ) 
(where NN is the button number on PC jack CU1, XXXXXX is
the voice announcement unit ID, and ZZZZ is the voice announcement
unit’s PDC).
Effect on Call Management: Calls cannot be transferred to the voice
announcement unit.
Possible CauseCorrective Action
The modular cablesReverse the cables connected to PC
connected to PC jacksjacks CU1 and CU2. Then restart call
CU1 and CU2 are
management from the CMS Menu.
reversed.
PC jack CU1 is
Check that PC jack CU1 is connected
connected to theto the wall jack assigned to CU1.
wrong System 25 ATL
If this is not the problem, have the
port.
System 25 Administrator check the SIP
connections to the System 25 cabinet
for CU1.
System 25 feature
Have the System 25 Administrator
administration of
check System 25 administration of PC
button number NN on
jack CU1 to see that button number
PC jack CU1 is
NN was administered as a DSS button
incorrect.
for PDC ZZZZ.
Startup Problems 9-9 
						

							
ZZZZ) 
(where NN is the button number on PC jack CU2 and ZZZZ is the
PDC of the agent’s voice terminal).
Effect on Call Management: CMS agents do not receive CMS calls.
Possible Cause
Corrective Action
The modular cablesReverse the cables connected to PC
connected to PC jacks
jacks CU1 and CU2. Then restart
CU1 and CU2 areCMS call management from the CMS
reversed.Menu.
PC jack CU2 isCheck that PC jack CU2 is connected
connected to theto the wall jack assigned to CU2.
wrong System 25 ATL
If this is not the problem, have theport.System 25 Administrator check the SIP
connections to the System 25 cabinet
for CU2.
System 25 featureHave the System 25 Administrator
administration for
check System 25 administration of PC
button number NN on
jack CU2 to see that button number
PC jack CU2 is
NN was administered with the CMS
incorrect.Monitor feature.
System 25 featureHave the System 25 Administrator
administration of onecheck System 25 administration of the
or more of the agentthree agent status buttons on the agent
status buttons on the
voice terminal.
agent voice terminal is
incorrect.
9-10 Startup Problems 
						

							
Effect on Call Management: Calls cannot come into a line group with no lines.
Possible CauseCorrective Action
You have at least one1 From the Initialization screen, press
agent split assigned to[F1] (labeled Config Screen) to
a line group containing
get to the Configuration screen.
no lines.2 By looking at the Num column in
the Answer/Force Delay area and
the “Main” and “Sec” columns in
the Call Flow area, find the line
group(s) (A-D) with no lines and a
main and/or secondary split
assigned to it (them).
– If you want to assign lines to a
line group with no lines, exit
call management and follow
  the instructions in
“Administering CMS Lines and
Line Groups” in Section 4 of
this manual.
– If you want to remove an agent
split assignment from an empty
line group, then do so when
call management begins by
following the instructions in
“Reconfiguring Call Flow” in
Section 5.
Startup Problems 9-11 
						

							
SCREEN.
Effect on Call Management: If both the main and secondary splits assigned to a
line group have no agents, calls coming in on that group of lines will not be
answered. If the main split has agents but the secondary split does not, calls
coming in on that group of lines cannot be intraflowed. If the main split has
no agents but the secondary split does, and if intraflow is on, calls coming in
on that group of lines will be connected to a delay message, then put on hold
until they can be intraflowed to the secondary split.
Possible Cause
You have at least one
empty split assigned to
at least one line group.
Corrective Action
1 From the Initialization screen, press
[F1] (labeled “Config Screen”) to get
the Configuration screen.
2 Looking at the Agent Split and the
Call Flow areas, find the split(s) with
no agents.
3 Assign agents to the empty split(s)
using the Configure Splits screen or
remove the empty splits using the
Call Flow screen according to the
instructions in “Dynamic
Reconfiguration” in Section 5 of this
manual.

Effect on Call Management: Calls coming in to a line group with no secondary
split assigned to it cannot be intraflowed.
Possible Cause
You have at least one
line group with a main
split assigned to it and
intraflow turned on,
but the line group has
no secondary split
assigned to it.
Corrective Action
1 From the Initialization screen, press
[F1] (labeled “Config Screen”) to get
the Configuration screen.
2 In the Call Flow area, find the line
group(s) with intraflow turned on
but no secondary split assigned.
3 Following the instructions in
“Reconfiguring Call Flow” in Section
5, either turn intraflow off or assign
a secondary split to the line group.
9-12 Startup Problems 
						

							
Effect on Call Management: Calls coming into a line group with no main split
assigned to it will be answered only if intraflowed.
Possible Cause
Corrective Action
You have at least one1 From the Initialization screen, press
line group with no[F1] (labeled “Config Screen”) to
main split assigned to
get to the Configuration screen.
it, but with a
2 Looking at the Call Flow area, find
secondary splitthe line group(s) with no main split
assigned to it.
assigned.
3 Following the instructions in
“Reconfiguring Call Flow” in
Section 5, assign a main split to the
line group(s).
Startup Problems 
9-13 
						

							
Status Indicator: LoStorage
Possible CauseCorrective Action
This message appears1 Exit to MS-DOS by pressing [F8]
when there is room for(labeled “Exit to DOS”) on the
less than ten days of
CMS Menu.
historical data.
2 Access the cmsrept directory by
typing
cd  cms  cmsrept
then press [Enter].
3 Type dir, then press [Enter] to
display the names of all the files in
the directory.
Data files are in the form
dyymmdd.cms (where yymmdd
represents a year, a month, and a
day.
4 If you plan to delete files, but want
to transfer (save) data from these
files onto a floppy diskette before
deleting them, see Section 8,
“Archiving Data” in this manual.
5 Delete files by typing
erase c:dyymmdd.cms
(where yymmdd represents the
year, month and day of the file);
then press [Enter].
6 Repeat Step 5 for each file you
want to delete.
9-14 Startup Problems