ATT System 25 Call Management System Manual

							Managing Calls When CMS is Not Running
If you need an alternate method of distributing calls to agents when CMS is
not ruining, use the System 25 Direct Group Calling (DGC) Contingency
Plan. This feature should have already been administered by the System 25
Administrator or CMS installer.
If this feature has not been administered, you can use the Alternative
Contingent Plan described later in this section.
ABOUT THE DGC
FEATURE
Agent stations are divided into DGC groups, with each agent station
belonging to only one DGC group. Each line group is assigned a DGC group
to cover its calls. A DGC group can be assigned to cover the calls for one or
more line groups.
The CMS Planning Guide describes how to plan your DGC groups. The
appropriate forms can be found behind the “Original Planning Forms” tab in
the CMS binder.
NOTE: You should plan your DGC groups when you first start using
CMS so this feature will be available whenever you need it.
MANAGING CALLS WITHWhen CMS is managing calls, all agents must be logged out of their DGC
DGCgroups (as described below). Failure to do so may disrupt CMS call
management.When it becomes necessary to use the DGC feature, agents can
simply return to their DGC groups.
To
1
2
3
4
5
NOTE: If it becomes necessary for agents to leave their stations
unattended or to otherwise make themselves unavailable for CMS
calls while the DGC contingency plan is being used to manage calls,
they should remove themselves from their DGC group.
log out of a DGC group, agents should:
Lift the handset.
Listen for dial tone.
Dial [*] [4].
Listen for confirmation tone (three short tones).
Hang up.
When CMS is again managing calls, or when agents need to leave their DGC
groups temporarily, they should use the procedure above to remove
themselves from their DGC group.
To return to their DGC groups so System 25 can distribute calls to them,
agents should:
1 Lift the handset.
2 Listen for dial tone.
3 Dial [*] [4].
4 Listen for confirmation tone (three short tones).
5 Hang up.
Managing Calls When CMS is Not Running9-35 
						

							ALTERNATIVE TOIf you have not set up a DGC contingency plan, you can still distribute your
CONTINGENCY PLANcalls manually, as follows:
1 Unplug the cord connected to PC jack CU1.
2 Plug the cord into a 34-Button Deluxe voice terminal.
3 Answer the calls and transfer them to the appropriate agents.
NOTE: If you have Personal Line buttons administered on your
supervisor voice terminal for all the CMS and transfer-queue lines,
then you can use that voice terminal to answer CMS calls (instead
of unplugging the cord from PC jack CU1 and connecting it to a
34-Button Deluxe voice terminal).
9-36 Managing Calls When CMS is Not Running 
						

							Section 10: Ongoing System Administration 
						

							Overview
Once the System 25/CMS installer has installed and administered CMS and
System 25, you can begin CMS operation. However, as the needs of your
business change, you may find that you need to add or remove lines, stations
or voice announcement units. If this happens, you can make the necessary
CMS administration changes and then request a Partial Print of System 25
administration instructions. The Partial Print will show only those System 25
administration changes needed as a result of changes to CMS administration
since the last System 25 File Update or last Full Print of System 25
administration instructions.
Overview 
10-1 
						

							The Partial Print
The page(s) of the Partial Print have the same format as those in the initial
administration instructions. However, the words “CMS PARTIAL
PRINTOUT” appear on each page as a reminder that these administration
instructions reflect only changes in System 25 administration made since the
last System 25 File Update or Full Print of System 25 administration
instructions. (The changes shown in the System 25 administration
instructions printout represent System 25 administration needed to support
changes in CMS administration.)
Below, a page from a Partial Print showing PC jack CU1 button feature
assignment changes is illustrated.
10-2 The Partial Print 
						

							The Partial Print 10-3 
						

							The voice terminal buttons that are labeled on a Partial Print Button Layout
page reflect the button features that need to be added, changed, or deleted.
As in the illustration, the numbers and labels across the top of the buttons
indicate the following:
a The button number
b The System 25 button feature
c The button feature code.
In this example, Buttons 35 and 37 show button features that need to be
added because of the addition of a line and a voice announcement unit,
respectively.The label on button 38 means that the feature previously
administered on that button needs to be removed. It’s your responsibility, as
CMS Supervisor, to inform the System 25 Administrator what equipment and
facilities are no longer needed for CMS.
On Partial Print Implementation forms, the following conventions have been
followed:
not be
changed to ensure optimal CMS functioning.

necessary. It will not affect CMS operation.

{ } around it, the value must 
not be changed since it is required for proper
CMS functioning.
For more information about administering System 25 from the the computer-
generated administration printouts, see “Performing Software Translations for
CMS” in the CMS Installation and Startup Guide.
NOTE: It is recommended that after you have administered CMS with
the changes and have generated a Partial Print of System 25
administration instructions that you update the System 25 File by
pressing [F3] (labeled “Update S25 File”) on the Print System25
Instruct screen.
10-4 The Partial Print 
						

							Adding Lines, Stations, or Voice Announcement Units
CMS LINES
CMS AGENT AND
SUPERVISOR STATIONS
In general, when adding lines, agent stations, supervisor stations or voice
announcement units to CMS, update the CMS Planning Forms with the new
information, and complete the necessary System 25/CMS implementation
forms. (Refer to the CMS Planning Guide for instructions.) Then administer
CMS to reflect these additions, and generate a Partial Print.
Give the hand-completed System 25/CMS implementation forms and the
computer-generated forms to the System 25 Administrator so that System 25
can be administered to reflect these additions. (Instructions for coordinating
the information on these forms and using these forms to administer System
25 can be found in the CMS Installation and Startup Guide.)
When adding a line (that is, a Central Office trunk) to CMS, you need to
obtain the trunk number, trunk type, and System 25 port assignment from
the System 25 Administrator. Update the Line Groups Planning Form, and
complete a System 25/CMS Central Office Trunks implementation form.
Referring to the Line Groups Planning Form, administer the trunk on the
CMS Administer Line Groups screen. Then generate a Partial Print of
System 25 administration instructions.
NOTE: Add a Personal Line button for the trunk on the appropriate
“Ghost” Voice Terminal for the CMS Contingency Plan form. If
Service Monitoring is desired, add a Personal Line button for the
trunk on on the CMS Supervisor Voice Terminal implementation
form.
Give the hand-completed System 25/CMS implementation forms and the
computer-generated forms to the System 25 Administrator so that System 25
can be administered to reflect these additions.
When adding an agent or supervisor station, obtain the PDC and port
number from the System 25 Administrator. Update the Station Assignments
Planning Form and complete a System 25/CMS voice terminal implementation
form for the voice terminal. Enter the new information from the Station
Assignments Planning Form onto the CMS Administer Stations screen. Then
generate a Partial Print of System 25 administration instructions.
If you’re adding an agent station, remember to assign that agent to a DGC
Group so the agent station will be included in the Contingency Plan. Enter
the agent station on the appropriate System 25/CMS Direct Group Calling List
for the CMS Contingency Plan implementation form. Also, if you want to
use the Assist feature, remember to add a Station-to-Station Message Waiting
(Assist) button on both the agent and supervisor voice terminals.
NOTE: The addition of a supervisor station does not appear on the
Partial (or Full) printout. Be sure to complete a System 25/CMS
implementation form if you are adding a supervisor station.
Give the hand-completed System 25/CMS implementation forms and the
computer-generated forms to the System 25 Administrator so that System 25
can be administered to reflect these additions.
Adding Lines, Stations, or Voice Announcement Units10-5 
						

							TRANSFER-QUEUE LINESTo add a transfer-queue line, obtain a trunk number and System 25 port
assignment for the transfer-queue line’s Loop Start Trunk port and a PDC
and System 25 port assignment for single-line port from the System 25
Administrator. Update the Transfer-into-Queue Planning Form with the new
information.
Referring to the Transfer-into-Queue Planning Form, administer the transfer-
queue line on the CMS Admin Queued Transfer screen. Then generate a
Partial Print of System 25 administration instructions.
NOTE: On the appropriate “Ghost” Voice Terminal for the CMS
Contingency Plan implementation form, add a Personal Line button
for the Loop Start Trunk associated with the transfer-queue line. If
Service Monitoring is desired, add a Personal Line button for the
associated Loop Start Trunk on the CMS Supervisor Voice Terminal
implementation form.
Give the hand-completed System 25/CMS implementation forms and the
computer-generated forms to the System 25 Administrator so that System 25
can be administered to reflect these additions.
VOICE ANNOUNCEMENTWhen adding a Voice Announcement Unit (VAU), obtain a PDC and port
UNITSnumber from the System 25 Administrator. Update the Voice Announcement
Unit Planning Form, and enter the new information on the Administer
Announcement and Assign Announcement screens. Then generate a Partial
Print of System 25 administration instructions. Give the computer-generated
form to the System 25 Administrator so that System 25 can be administered to
reflect this addition.
10-6 Adding Lines, Stations, or Voice Announcement Units 
						

							Changing Station, Line, PC Jack, or VAU Information
When making changes in PDCs or port numbers of CMS equipment or
facilities, obtain the completed System 25/CMS implementation forms from
the Administration Records binder and make the desired changes on these
forms. Update the appropriate CMS Planning Forms with this information,
and administer the changes on the appropriate CMS screens. Then generate
a Partial Print of System 25 administration instructions. Any changes you’ve
made that require System 25 administration will appear on the computer-
generated printouts.
Give the hand-completed implementation forms and
any computer-generated printouts to the System 25 Administrator for
administration.
Record changes to System 25 voice terminal or trunk features and options on
the hand-completed implementation forms (stored in the Administration
Records binder) and have these changes administered by the System 25
Administrator. (Consult the CMS Planning Guide for voice terminal and
trunk feature restrictions.)
Changes made to the supervisor station(s) do not appear on the System 25
administration instructions printouts. Therefore, these changes should be
recorded on the hand-completed forms (stored in the Administration Records
binder) and given to the System 25 Administrator for administration.
Changing Station, Line, PC Jack, or VAU Information 10-7