ATT System 25 Call Management System Manual

							Removing Lines, Stations, or Voice Announcement Units
If there are lines, stations or voice announcement units that are no longer
needed for CMS, update the CMS Planning Forms with this information and
administer those changes on the appropriate CMS screens. Then generate a
Partial Print of System 25 administration instructions and give it to the
System 25 Administrator for administration.
AGENT STATIONSIf there is an agent station that is no longer needed for CMS, update the
Station Assignments Planning Form and delete the station from the CMS
Administer Stations screen. There will be no System 25 administration
instructions printout for this change, so you must be sure to remove the three
CMS Agent Status buttons (Available, ACW and Logged Out) from the voice
terminal implementation form (stored in the Administration Records binder)
and have the System 25 Administrator administer the change.
If the agent station was part of a DGC Group used for the CMS Contingency
Plan, delete the voice terminal from the System 25/CMS Direct Group Calling
List implementation form and have the System 25 Administrator administer
the change.
If the agent station has an Assist (Station-to-Station Message
Waiting) button, you may want to remove it and the corresponding Assist
button on the supervisor voice terminal.
REMOVING CMS LINESIf there is a Central Office trunk that is no longer needed for CMS, update
the Line Groups Planning Form and remove the line from the CMS
Administer Line Groups screen.
Remove the Personal Line button for the trunk from the appropriate “Ghost”
Voice Terminal for the CMS Contingency Plan implementation form. If you
have Service Monitoring administered for this line, update the System
25/CMS Supervisor Voice Terminal implementation form by removing the
Personal Line button administered for that line.
Generate a Partial Print of System 25 administration instructions and give the
computer-generated form and any updated hand-completed System 25/CMS
implementation forms to the System 25 Administrator for administration.
REMOVING TRANSFER-If there is a transfer-queue line that is no longer needed for CMS, update the
QUEUE LINESTransfer-into-Queue Planning Form and remove the line from the CMS
Admin Queued Transfer screen.
Remove the Personal Line button for the associated Loop Start Trunk from
the appropriate “Ghost” Voice Terminal for the CMS Contingency Plan
implementation form. If you have Service Monitoring administered for this
line, update the System 25/CMS Supervisor Voice Terminal implementation
form by removing the Personal Line button administered for that line.
Generate a Partial Print of System 25 administration instructions and give the
computer-generated form and any updated hand-completed System 25/CMS
implementation forms to the System 25 Administrator for administration.
10-8 Removing Lines, Stations, or Voice Announcement Units 
						

							Glossary 
						

							Overview
This glossary defines key terms used to describe the setup and operation of
CMS. The list also includes System 25 terminology related to CMS.
For an explanation of the various statistics presented in the System Status,
Split Status, and Line Status screens, see Section 5, “Supervising CMS.” The
terms used to identify the information contained in the CMS reports are
explained in Section 7, “Generating Reports.”
Overview G-1 
						

							CMS and System 25 Terms
Abandoned
call
Abandoned vs.
Incoming Call
Threshold
Automatic Call
Distributor
(ACD)
ACD Call
ACW Button
ACW (After-
Call-Work)
State
Administer
Agent Split
Agent Station
Answer Delay
A call that came into CMS and was either
disconnected by the caller before being serviced by
an agent, or was connected, but the talk time was
less than the Abandoned vs. Incoming Call
Threshold.
The minimum number of seconds an agent must
be connected to a call for it to be considered a
serviced call. Calls that are disconnected before
reaching this threshold are considered abandoned
calls.
The abbreviation for Automatic Call Distributor.
ACD is the general term for systems like CMS that
automatically answer incoming calls and distribute
them to available agents.
An incoming call that is distributed to an agent by
CMS.
A button administered on agents’ voice terminals
that they use to turn on their After-Call-Work
(ACW) light. When the ACW light is on, the
agent will not receive CMS calls.
An agent-activated or CMS-activated state in
which the agent receives no ACD calls. Agents
usually put their voice terminals into this state
when they need to finish work associated with a
previous call. CMS puts an agent voice terminal
in this state when the agent fails to answer an
ACD call. When an agent is in the ACW state,
the ACW light on the agent’s voice terminal is on.
To access and change the parameters associated
with the services or features of System 25 or CMS.
A team of agents who handle the same types of
incoming calls.
The voice terminal assigned to an agent.
The amount of time an incoming ACD call is
administered to ring before being connected to a
voice announcement unit if no agents are available
to answer the call.
G-2 CMS and System 25 Terms 
						

							Assist Button
ATL
Available
Button
Available State
Central Office
CMS Hold
Time
Completed Call
Configuration,
Shift
Direct Station
Selection (DSS)A button administered on an agent’s voice
terminal that, when pressed, turns on the light
beside a corresponding button on the CMS
Supervisor’s voice terminal. This optional feature
enables an agent on an ACD call to signal the
supervisor for help without interrupting the call.
The System 25 Station-to-Station Message Waiting
feature is used to implement this feature.
Analog Terminal Line.
A button administered on agents’ voice terminals
that they use to turn on their Available light. If
the Available light is on, and the agent’s voice
terminal is on-hook, the agent is available to
receive ACD calls.
An agent-activated state in which the Available
light on the agent voice terminal is on, and the
agent is idle and available to handle ACD calls.
The CMS Supervisor can place an agent who is in
the Logged Out state into the Available state.
The location housing telephone switching
equipment that provides local service and access
to toll facilities for long distance calling.
The time period beginning when an ACD call
reaches System 25 and ending when the call is
disconnected from System 25. CMS Hold Time
often includes delay messages.
A call on a CMS or transfer-queue line that was
answered by an agent, serviced, and
disconnected.
An arrangement of CMS line groups and agent
splits that, when activated, determines how CMS
calls are routed to agents. CMS allows you to
define as many as six different shift
configurations.
A System 25 feature that allows one-button access
to another voice terminal, a paging zone, or a
DGC group. For instance, the System 25
Administrator could program the CMS
Supervisor’s PDC onto a DSS button on each
agent’s voice terminal. The agents could then
press the DSS button to call the supervisor.
CMS and System 25 Terms G-3 
						

							Direct Group
A System 25 feature that allows incoming calls to
Calling (DGC)
be directed to a specific group of voice terminals.
The DGC Group Coverage feature, if
administered, can be used to manage CMS calls
when CMS call management is not running.
DynamicThe process of making changes to the CMS
Reconfiguration
configuration currently being used to manage
calls.
ExceptionAn indication that a particular performance
threshold for an agent, split, or line group has
been reached or exceeded and an unusual or
undesirable situation may be occurring. Exception
messages appear on the screen of the CMS PC.
Exception
Threshold
ExclusionThe point at which the CMS exception message
will be displayed indicating that an exception has
occurred.
A System 25 feature that allows multiline voice
terminal users to keep other users who have a
Personal Line appearance of the line being used
from listening in on their call. This feature should
not be administered on agent voice terminals
because agents invoking Exclusion prevent the
CMS Supervisor from monitoring their CMS calls
using the Service Monitoring feature.
External Call
A connection between a System 25 user and a
person on the public telephone network or on a
tie trunk.
Flexible DSS
A Flexible Direct Station Selection button enables
a user to dial a PDC, by pressing just one button,
a Flex DSS button. The System 25 Administrator
must administer a particular button as a Flex DSS
button (unless the button is assigned this feature
by default). The user then programs the PDC on
the button.
Force Delay
An answering option that forces incoming ACD
calls to be connected to a delay message and
forces callers to hear the entire delay message
before being transferred to an available agent. If
Force Delay is off, calls are transferred to an agent
as soon as one becomes available, even if the
message has not finished playing.
Foreign
Exchange
A trunk that directly connects System 25 to a
central office other than the local central office.
(FX) Trunk
G-4 CMS and System 25 Terms 
						

							Initial Setting
Internal Call
Intraflow
Intraflow
Threshold
Line Group
Logged Out
Button
Logged Out
State
Main SplitThe factory-set (default) value for a system option
which allows CMS to operate immediately after
installation. The CMS Supervisor may later fine
tune system performance by replacing some initial
settings with values more appropriate to the needs
of the business.
A connection between two System 25 users.
The automatic transfer of a call waiting in the
main split’s queue to an agent in the secondary
split. This occurs when no agents are available in
the main split and the call has waited a
predetermined number of seconds.
The number of seconds the oldest call waits in the
main split’s queue before it is eligible to be
intraflowed (transferred) to an available agent in
the secondary split.
A group of telephone lines assigned to CMS that
can be answered by the same team of agents
(agent split).
A button administered on agents’ voice terminals
that they use to turn on the Logged Out light to
indicate they are not doing CMS work. When the
Logged Out light is on, an agent will not receive
ACD Calls.
A state in which the agent receives no ACD calls
and is not counted as logged in for reporting
purposes. Agents are placed in this state when call
management is started, when a new shift
configuration is selected, when an agent is moved
or added to a configuration, or when an agent has
remained in the After-Call-Work state longer than
the specified Agent Logout ACW exception
threshold (if the threshold is enabled). Agents
place themselves in the Logged Out state when
they are not doing CMS work. The CMS
Supervisor can also place an agent in the Available
or ACW state into the Logged Out state. When
the agent is in the Logged Out state, the Logged
Out light on the agent’s voice terminal is on.
The agent split with primary responsibility for
answering calls that come in on a particular line
group.
CMS and System 25 Terms G-5 
						

							Night Service
Mode
Other Calls
Personal Dial
Code (PDC)
Personal Line
Port
Priority Line
Queue
Refused Call
A mode of CMS operation in which the system
answers calls, connects them to a voice
announcement unit, and then disconnects the calls
when the message is over.
Non-ACD calls, such as outgoing calls, non-ACD
incoming calls, internal calls, and calls transferred
to an agent by another person (except Transfer-
into-Queue calls).
A number with up to four digits assigned to each
System 25 ATL port or single-line port. Voice
terminals, PC jacks CU1 and CU2, voice
announcement units, and the single-line station
associated with each transfer-queue line have a
unique PDC. People within System 25 can call
each other by dialing a PDC.
A dedicated outside line which can be accessed
through a dedicated feature button on a multiline
voice terminal. Each CMS and transfer-queue line
has a Personal Line button appearance on CMS
PC jack CU1. For Service Monitoring, the CMS
Supervisor’s voice terminal must have a Personal
Line button for each CMS and transfer-queue line
to be monitored.
A physical address on a System 25 circuit pack.
Each CMS line, transfer-queue line, voice
terminal, voice announcement unit, and PC jack is
connected to a port with a specific number, such
as 20608. The two connections (PC jacks) from the
CMS PC Interface Card in the PC (labeled CU1
and CU2) are also called ports.
A line that has a special status in CMS. Incoming
calls on a priority line are answered before older
calls on nonpriority lines.
An ordered sequence of calls waiting to be
answered.
A call that rings at an available agent’s station and
is not answered before the Transfer Return
Threshold is reached. When a call is refused, the
agent’s station is automatically put into the ACW
state.
G-6 CMS and System 25 Terms 
						

							Repertory
Dialing
Ringing
Secondary Split
Service Level
Service Level
Limit
Serviced Call
Service
Monitoring
Shift
Configuration
Speaker Button
Split, Agent
Station-to-
Station
Message
Waiting
A feature that allows multiline voice terminal
users to store a frequently dialed number in
System 25’s memory and associate that number
with a particular Rep Dial button. The user can 
then dial the stored number by pressing the Rep
Dial button.
Two types of ringing are of importance to CMS:
initial ringing occurs during the answer delay,
from the time the line is seized by an incoming
call until CMS answers the call; 
transfer ringing
occurs at an agent voice terminal, from the time
CMS transfers the call to an available agent until
the agent lifts the handset.
The agent split assigned to answer calls on a
particular line group if all of the agents in the
main split are busy or unavailable. After a preset
number of seconds, calls that haven’t been
answered are intraflowed (routed automatically) to
available agents in the secondary split.
The percentage of calls that go from initial ringing
to answered within a specified length of time,
called the Service Level Limit.
A performance goal for answering incoming calls.
It represents the maximum number of seconds it
should take for an incoming call to be answered
by an agent.
An ACD call that has been connected to an agent
for longer than the Abandoned vs. Incoming Call
Threshold.
A CMS feature that enables the CMS Supervisor
to join or listen to calls on CMS or transfer-queue
lines. This feature can be used in agent training.
See Configuration, Shift.
A button on the lower right corner of multiline
voice terminals which the CMS Supervisor can use
to monitor CMS calls without lifting the handset.
See Agent Split.
A System 25 feature that allows a multiline voice
terminal user to turn on or off a pre-designated
light located on another multiline voice terminal.
Both voice terminals must have a Station-to-
Station Message Waiting button. CMS uses this
System 25 feature to implement the CMS Assist
feature.
CMS and System 25 Terms G-7 
						

							Status LED
System Access
Buttons
System
Administrator
System 25
Tape Save
Transfer-into-
Queue
Transfer Return
Threshold
Translations
Trunk
Voice
Announcement
Unit (VAU)
The green light on a voice terminal that shows the
status of a call appearance or a feature button by
the state of the light (on, off, flashing, winking, or
broken flutter).
System 25 users can place and receive internal and
external calls using System Access buttons. All
ACD calls appear on agent System Access
buttons.
A person responsible for specifying and
administering features and services for System 25.
An advanced digital switching system which
integrates voice and data communications.
A System 25 administration procedure used to
create a backup tape of System 25 translations.
This tape can later be used to restore System 25
after a problem that resulted in a loss of
translations.
A CMS feature that allows an agent to transfer a
call into another line group’s queue of waiting
calls. The call will be treated as a new incoming
ACD call to that line group.
A limit on the number of times an ACD call rings
at an agent station before returning to CMS. A
call not answered within the Transfer Return
Threshold is recorded as being refused by the
agent. The CMS Supervisor can select from one to
nine rings as the Transfer Return Threshold.
System 25 specific information assigned to a voice
terminal or to the system and customized for the
user. Examples are port numbers, Personal Dial
Codes (PDCs), and features assigned to voice
terminal buttons.
A phone line between the central office and
System 25.
The machine used to provide a delay
announcement to callers. CMS can support up to
four VAUs.
G-8 CMS and System 25 Terms