ATT System 25 Call Management System Manual

							
(N represents the Announcement Number and XXXXXXX is the
announcement ID.)
Status Indicator: ANNC
Effect on Call Management: Until the problem is corrected, CMS cannot
connect calls to the designated voice announcement unit. The
Announcement Unit Status field on the System Status screen is updated to
BRKN and the Annc Condtn field on the Select Announcement and Assign
Announcement screens is updated to 
BROKN.
Possible CauseCorrective Action
The voiceMake sure the voice announcement
announcement unit is
unit is plugged in and turned on.
not receiving power.Using the Assign Announcement
screen, bring the unit back into
service.
There is a loose cableMake sure the modular cable is
connection betweenplugged into the voice announcement
the voice
unit and the System 25 wall jack.
announcement unitUsing the Assign Announcement
and the System 25 wall
screen, bring the unit back into
jack.service.
Hung Up Too Soon. Check Unit.
Status Indicator: ANNC
Effect on Call Management: Until the problem is corrected, CMS cannot
connect calls to the designated voice announcement unit. The
Announcement Unit Status field on the System Status screen is updated to
BRKN and the Annc Condtn field on the Select Announcement and Assign
Announcement screens is updated to 
BROKN.
Possible CauseCorrective Action
Delay message is lessRecord new delay message that is at
than 5 seconds long.least 5 seconds long. Using the Assign
Announcement screen, bring the unit
back into service.
Voice Announcement Unit Problems 9-25 
						

							Printer Problems

Status Indicator: Don’t PrtSc
Effect on Call Management: If you press [Shift] + [Print Scrn] when this message is
displayed, CMS stops managing calls.
Effect on Data Collection: If you press [Shift] + [Print Scrn] when this message is
displayed, all data collection stops, but resumes normally when the problem
is corrected. Statistics for time logged in are not affected.
Possible CauseCorrective Action
The printer is notMake sure that the printer is plugged
receiving power.in and turned on, and that the Ready
light is on.
There’s no paper in the
1 Make sure there’s paper in the
printer, or the paper isprinter and the paper isn’t
jammed.jammed.
2 Make sure the paper is aligned
properly.
3 Press the Form Feed button on the
printer to make sure the paper
feeds properly.
There’s a loose cable
Make sure the connections are secure
connection betweenat both ends of the cable running
the printer and the PC.between the printer and the PC.

will see the message Printer Now
Ready on the error line. (If you do
not see this message, try correcting
the problem again.)

do not see the message, turn the
PC off, then turn it on, or reboot
the PC by pressing the Reset
button below the disk drive on the
front of the PC. Then restart call
management from the CMS Menu.
The printer is notMake sure the printer’s Ready light is
ready.on. If not, press the button next to
the Ready light.
9-26 Printer Problems 
						

							
Possible Cause
Corrective Action
The printer is notMake sure that the printer is plugged
receiving power.
in and turned on, and that the Ready
light is on.
There’s no paper in the
1 Make sure there’s paper in the
printer, or the paper is
printer and the paper isn’t
jammed.jammed.
2 Make sure the paper is aligned
properly.
3 Press the Form Feed button on the
printer to make sure the paper
feeds properly.
There’s a loose cableMake sure the connections are secure
connection between
at both ends of the cable running
the printer and the PC.
between the printer and the PC.
If the problem is corrected, you will
see the message Printer Now Ready on
the error line. If you do not see this
message, try correcting the problem
again. If you still do not see the
message, turn the PC off, then turn it
back on, and restart call management
from the CMS Menu.
The printer is not
Make sure the Ready light on the
ready.printer is on. If not, press the button
next to the Ready light.
Printer Problems 
9-27 
						

							
Possible CauseCorrective Action
There’s no paper in the1 Make sure there’s paper in the
printer, or the paper isprinter and the paper isn’t
jammed.jammed.
2 Press the Form Feed button on the
printer to make sure the paper
feeds properly.
3 When the printer is ready, repeat
your print request.
9-28 Printer Problems 
						

							Agent Problems
An agent is not receiving any CMS calls.
Possible Cause
The agent isn’t using the
Available, ACW, or Logged
Out buttons correctly.
The agent has not been added
to the shift configuration
currently being used for call
management.
The agent used the System 25
Following or Forwarding
feature.
One or more agents are not
removed from their DGC
group.
Connective Action
Refer the agent to “Using the
Available, ACW, and Logged Out
Buttons” in Section 6, “Handling CMS
Calls” in this manual.
Add the agent to the current shift
configuration following the
instructions in Reconfiguring Splits
in Section 5 of this manual.
Have the agent sign in at the CMS
agent station using the PDC for that
station.
Have all the agents remove themselves
from their DGC groups as follows:
1 Lift the handset.
2 Press [*] [4] and listen for the
confirmation tone.
3 Hang Up.
An agent is receiving the wrong CMS calls. For example, an
agent in the Public-Travel split is receiving calls for the Business Travel
split.
Possible Cause
The agent is assigned to the
wrong split.
The agent used the System 25
Following or Forwarding
feature.
One or more agents are not
removed from their DGC
group.
Corrective Action
Reassign the agent to the correct split
following the instructions in
“Reconfiguring Splits” in Section 5 of
this manual.
Have the agent sign in at the CMS
agent station using the PDC for that
station.
Have all the agents remove themselves
from their DGC groups as follows:
1 Pick up the handset and listen for
dial tone.
2 Press [*] [4] and listen for the
confirmation tone.
3 Hang Up.
Agent Problems 9-29 
						

							 Agents continue to receive CMS calls when their Available
lights are not lit.
Possible CauseCorrective Action
The agents are pressing theRemind the agents to press the ACW
ACW button after they hang
button before they hang up.
up.
The agent is not removed from
the DGC group. Therefore,
System 25 (not CMS) is
distributing calls to the agent.
(A clue to this would be that
the CMS calls distributed to
agents by System 25 produce a
double ring, while calls
distributed by CMS produce a
single ring.)
The agent must remove himself or
herself from the DGC group, as
follows:
1 Pick up the handset and listen for
dial tone.
2 Press [*] [4].
3 Listen for confirmation tone.
4 Hang up.
While on one CMS call, an agent receives another CMS call.
Possible CauseCorrective Action
The agent put the first call on
hold and hung up the handset.Remind the agent to lay the handset
on the desk after putting a call on
hold. Hanging up while the light next
to the Available button is on signals
CMS that the agent is available for
CMS calls.
The agent is not removed from
the DGC group. Therefore,
System 25 and CMS are
distributing calls to the agent.
(A clue to this would be that
the CMS calls distributed to
agents by System 25 produce a
double ring, while calls
distributed by CMS produce a
single ring.)The agent must remove himself or
herself from the DGC group, as
follows:
1 Pick up the handset and listen for
dial tone.
2 Press [*] [4].
3 Listen for confirmation tone.
4 Hang Up.
9-30 Agent Problems 
						

							• PROBLEM: Agents sometimes find the light next to the Available button
is off even though they did not turn it off.
Possible CauseCorrective Action
CMS sent a call to the agent’sRemind agents that any time CMS
voice terminal (perhaps whensends a call to a voice terminal and it
the agent was away from the
goes unanswered, the voice terminal is
desk) and it went unanswered.automatically placed in the ACW state.
Agents should press the Available
button to make themselves available
again.
The CMS Supervisor loggedNo corrective action is needed.
out the agent from the Split
Status screen.
The Send All Calls feature wasDeactivate the Send All Calls feature
activated on the agent’s voiceas follows:
terminal.
1 Press the Send All Calls button on
the agent’s voice terminal.
2 Press the Available button to make
the agent available.
3 Have the System 25 Administrator
remove the Send All Calls feature
from the agent’s voice terminal to
prevent the problem from
recurring.
The agent used the System 25Have the agent sign in at the CMS
Following or Forwardingagent station using the PDC for that
feature.station.
Agent Problems 
9-31 
						

							The agent presses the Available, ACW, or Logged Out
button, but can’t change the status of the associated light.
Possible Cause
Corrective Action
The agent terminal switch is inTake the voice terminal out of Program
Program Mode.
Mode by moving the top left hand
switch on the agent’s voice terminal to
the midpoint (neutral) position.
NOTE: Instruct agents that if they hear
a single burst of ringing, repeating
every 60 seconds, their voice terminals
are in Program Mode, and need to be
returned to operating mode.
9-32 Agent Problems 
						

							System Errors
WHAT THEY MEAN
WHAT TO DO
While CMS is managing calls, messages beginning with SYSERR may appear
on the error line of a status screen and also on the Events Log screen.
A 
SYSERR usually indicates that a CMS file has been damaged. (For
example, a user may have accidentally deleted a CMS file, or a power surge
may have damaged one.) A 
SYSERR does not necessarily mean that CMS
has stopped managing calls. For example, if the only 
SYSERR you receive is
SYSERR-Possible Help File Damage. Reinstall CMS.
you will not be able to use the Help screens, but CMS is probably still
managing calls correctly.
If you receive a SYSERR message on a status screen or on the Events Log
screen, try the following:
1 Study the CMS screens to determine if CMS is still managing calls
correctly. If you are not sure, call one of your CMS lines.
— Does the System Status screen add your call to the Call Waiting
column soon after you hear ringing?
— Is your call answered by an agent in the appropriate split?
— Does the System Status screen show an agent’s status change from
Available to ACD?
If CMS is stall managing calls correctly, you do not have to shut the
system down. You should check CMS periodically, however, just in case
other problems develop. If the Events Log screen shows additional
system errors, make sure your printer is on (and the Ready light is lit),
then print a copy of the Events-Log screen by pressing [Shift] + [Print Scrn].
2 If CMS has stopped managing calls, print the Events Log Report to see
what sequence of error messages was generated.
3 Reboot the PC by pressing the reset button located below the disk drives
on the front of the PC or by turning the PC off and then on again.
4 Try to restart CMS Call Management.
— If CMS restarts, check to see if it is managing calls correctly.
— If CMS is managing calls correctly, check CMS periodically for a
recurrence of the problem.
5 If CMS does not restart, or if you get the same SYSERR again, you have
to reinstall the CMS software. See “Installing the CMS Software” in
Section 3 of this manual.
6 If CMS continues to have problems after you reinstall the software, call
the CMS Hotline: 1-800-628-2888
NOTE: Be sure to have a list of the system errors generated by the
problem handy.
7 See “Managing Calls When CMS is Not Running” at the end of this
section.
System Errors 9-33 
						

							Running CMS from a Floppy Diskette Backup
If the PC’s hard disk becomes damaged, you may still be able to manage calls
with CMS by running the CMS program from the SYSTEM 25 CMS
SYSTEM WORKING COPY diskette. In order to be able to do this, the
diskette must contain the latest version of the CMS shift configurations and
system tables. (The procedure for copying the needed files onto diskettes is
described in Section 4, “Backing Up Shift Configurations.”)
When CMS is run from a floppy diskette, you cannot store historical data,
run reports, or administer CMS. You should only run from a floppy diskette
temporarily while the hard disk problem is being corrected.
To run CMS from the floppy diskette:
1
2
3
4
5
6
7Insert the “MS-DOS/GW BASIC System Diskette” into the PC’s floppy
disk drive.
Turn on the PC.
When the 
A> prompt appears, remove the “MS-DOS/GW BASIC System
Diskette.”
Insert the “SYSTEM 25 CMS SYSTEM WORKING COPY” diskette into
the floppy disk drive.
At the A> prompt, type
cd cms
and press [Enter].
At the A> prompt, type cms, and press [Enter].
When the CMS Menu is displayed, press [F1] (labeled “Start Call Mgt”).
9-34 Running CMS from a Floppy Diskette Backup