ATT System 25 Call Management System Manual

							Index
A
Abandoned Call Threshold, definition of, 4-48ACD. See Automatic Call Distributor
ACW Button, using, 6-5. See also After-Call-Work StateAdministering Announcements, 4-19 — 4-21Administer Announcement screen, 4-19
using the Administer Announcement
screen, 4-20 — 4-21Administering Answer Delay and Force Delay,
4-38 — 4-39. See also Answer Delay Option
answer delay, 4-38 — 4-39
Configure Delay screen, 4-38
force delay, 4-39
using the Configure Delay screen, 4-39
Administering Call Flow, 4-40 — 4-43. See also
IntraflowConfigure Call Flow screen, 4-41using the Call Flow screen, 4-42 — 4-43
Administering CMS, 1-2, 4-1 — 4-3
Administration Menu screen, 4-5
Administer Stations screen, 4-6
CMS Menu, 4-4
Menu Map for CMS Administration, 4-3
starting CMS administration, 4-4
using the Administer Stations screens, 4-7 — 4-9
Administering Exceptions, 4-50
Administering CMS Lines and Line Groups, 4-10 — 4-25
Administer Line Groups screen, 4-10
using the Administer Line Groups screen, 4-11 — 4-14
Administering Stations, 4-6 — 4-9
Administer Stations screen, 4-6
using the Administration Menu screen, 4-7 — 4-9Administering System 25 to Support CMS, 1-1
Administering Transfer-Queue Lines, 4-15 — 4-18
Administer Queued Transfer screen, 4-15
using the Administer Queued Transfer
screen, 4-16 — 4-18After-Call-Work (ACW) State, 2-3, 4-51, 5-8 — 5-9Agent(s), 2-2
adding, 10-5assist buttons, 5-33
making agents available for CMS calls, 5-8 — 5-9problems, 9-29 — 9-32
Service Monitoring feature, 5-33
supervising your, 5-33
warning, 7-2
Agent Card, 1-2. 
See also CMS Documents
Agent DirectoryAgent Directory screen, 4-26
creating, 4-26 — 4-28
using the agent Directory screen, 4-26 — 4-28Agent Directory Screen, using, 3-10, 3-12, 4-24 — 4-26
Agent Exceptions
administering agent exceptions, 4-54 — 4-56Agent Exceptions screen, 4-54
selecting, 4-52 – 4-54
Agent Splits, 2-2Agent Split Summary, 7-6 — 7-8
Cumulative Agent Split Summary Report,
7-7 — 7-8Daily Agent Split Summary Report, 7-6 — 7-8
Print Agent Summary screen, 7-6
Agent Station(s)
adding, 4-7
administering, 4-7
changing information, 4-7
removing, 4-7Agent Work State
ACW State, 2-2 — 2-3
Available State, 2-2 — 2-3
Logged Out State, 2-2 — 2-3, 5-8
reasons CMS may change the state, 2-3
Agent’s Voice Terminal, 2-15, 6-2 — 6-9
button assignments, illustration of, 6-4
selecting voice terminals for your
agents, 6-2 — 6-3typical agent voice terminal, 6-3
using the terminal for CMS, 6-5 
See also
Using the Agent Voice Terminal for CMS
Analog Line (TN742) Circuit Pack, 2-6
ANNC, 3-10
Announcement Screen, administering, 4-19
Announcements, selecting, 4-21
assigning an Announcement screen, 4-21
Answer Delay Option, 2-2 — 2-3, 4-36 — 4-37
reconfiguring, 5-40 — 5-41
Archiving Data, 1-3, 8-1
generating historical reports, 8-3 — 8-4restoring data collection conditions, 8-4
transferring historical data onto diskettes,
procedures for, 8-1 — 8-2ASA. See Average Speed of AnswerAssigning Announcements, 4-22 — 4-25
Assign Announcement screen, 4-23
Select Announcement screen, 4-22
using the Assign Announcement screen, 4-23 — 4-25
using the Select Announcement screen, 4-22 — 4-23
Assist Feature, optional CMS features, 2-5, 6-10
Assist (MSG Wait) Button, using, 2-5, 6-6Attendant Alarm Light, 2-9
AT&T CMS PC Interface Card, installing, 1-1, 2-15
AT&T Personal Computer (PC) 6300, 2-15, 3-1
Audible Alarm On/Off, 3-11, 3-13, 4-48
AUTOEXEC.BAT File, 3-5, 3-8. 
See also CMS Software
Automatic Call Distributor (ACD), 1-1, 2-2
Available Button, using, 6-5
Available State, 2-2 – 2-3, 5-8
Average Speed of Answer (ASA), 5-18
B
Backing Up Shift Configurations, 4-67 — 4-68.
See also Shift Configuring
Backup Split. See Secondary Split
copying shift configurations and system tables,
4-64 — 4-65BIS. See Built-in Speakerphone
BL, 2-11
Bon Voyage Travel, 2-10
other call traffic, 2-12
Built-in Speakerphone (BIS), 2-15
Building or Editing Shift Configurations, 4-29 — 4-37.
See also Shift ConfigurationConfiguration screen, 4-32 — 4-33Configuration List screen, 4-30. See also
Configuration List screenconfiguring splits, 4-34 — 4-37
Configure Splits screen, 4-32
Business Line Group, 2-11, 4-29
Business Travel Split, 2-11, 4-29
Button Feature Code, 10-4. 
See also Partial
Print Button Layout
Button Layout, partial print, 10-4
BW, 2-11
Index I-l 
						

							CCall Flow, 5-30administering, 4-38 — 4-41Configure Call Flow screen, 5-42
reconfiguring, 5-42 — 5-43
Call Management, 2-2, 2-4
Menu Map for, 5-2
monitoring, 5-10
problems, 9-18 — 9-21typical application of CMS, 2-10 — 2-12
Call Management System (CMS), 1-1, 2-1, 2-4, 5-1
Day Service mode, 2-2 — 2-4day-to-day operation of, 5-53handling calls, 6-1 — 6-10
managing, 2-13 — 2-14. See also Managing CMS
Menu screen, CMS, 5-3
Night Service mode, 2-3 — 2-4
startup procedures, 5-3 — 5-7
testing. See CMS Installation and Startup Guide
understanding, 2-1
using your PC with, 3-1, 3-10
Central Office (CO), 2-7, 2-16
Charter Line Group, 2-11, 4-29
Charter Travel Split, 2-11, 4-29
Circuit Pack (CP)
Analog Line (TN742), 2-6
Loop Start Trunk (ZTN77), 2-6
CL, 2-11
Clearing a Configuration, 4-44
CMS Administration Menu Map, 4-3
CMS Administration screens, map of, 4-3
CMS Application, 2-10 — 2-12
Bon Voyage Travel’s other call traffic, 2-12
CMS and Bon Voyage Travel,
illustration, 2-10 — 2-12
CMS and other businesses, 2-12
CMS Calls, answering, 6-6
making agents available for, 5-8 — 5-9
CMS Compatibility With AT&T PC, 3-1CMS Components, 2-15 — 2-18
hardware compatible with CMS, 2-15 — 2-16
trunks compatible with CMS, 2-16
voice announcement unit, 2-16
recording messages, 2-17 — 2-18
CMS Contingency Plan, 2-5, 2-8 — 2-9
implementation form, 10-8
CMS Directories and Files, location of, 8-1
CMS Diskettes
duplicating, 3-2 — 3-4
running CMS from a floppy diskette
back-up, 9-34
CMS Documents, how to use them, 1-1 — 1-2
CMS Planning Guide, 1-1
CMS Installation and Startup Guide, 1-1
System Manual, 1-2
Agent Card, 1-2
CMS Features, optional, 2-5 — 2-6
CMS for Bon Voyage, 2-8. See also Bon Voyage Travel
CMS Hardware, 2-15 — 2-18optional hardware to use with, 2-14
CMS Installation and Startup Guide, 1-1
administering CMS, 4-1 — 4-3
administering System 25 to support CMS, 1-1
installing the AT&T CMS PC interface card, 1-1
installing the CMS software, 1-1
installing the MS-DOS operating system, 1-1
testing CMS, 1-1CMS Lines, 2-2. 
See also Trunksadding, 10-5
Central Office, 2-11
changing, 10-7
local, published number, 2-11
priority, 2-2
Public Local, 2-11
Public Special, 2-11
Public WATS, 2-11
removing, 10-8
subgroups, 2-2
transfer-queue lines, 10-8
CMS Menu, 4-1
CMS Night Service Mode, 4-27
CMS Planning Guide, 1-1
CMS-Portadministration option, 5-5
personal line button verification, 4-49 — 4-50CMS Reports, 7-3
Agent Split Summary, 7-1, 7-3. See also
Agent Split Summary
Split Report, 7-1, 7-3
Line Group Report, 7-1, 7-3
Sub-Group Report, 7-1, 7-3
Events Log Report, 7-1, 7-3
CMS Software, 2-15
AUTOEXEC.BAT file, 3-5, 3-8
CONFIG.SYS file, 3-5, 3-7installing, 1-1, 3-5 — 3-6
CMS Supervisor
responsibilities of, 2-13
voice terminal, 6-10
CMS System Manual, 1-2
CMS Terms, glossary, G-1 — G-8
CO. 
See Central Office
Configuration(s)
clearing, 4-42
listing of, 5-4
returning to other configuration screens, 4-42
saving an edited (changed) configuration, 4-43
selecting a startup configuration, 4-44
using the configuration list, 5-44
Configuration List, using, 5-44 –5-47
Configuration List screen, 5-44
Configuration List Screen Options, 4-28
renaming a shift configuration, 4-28, 4-44
returning to other screens, 4-28, 4-42
saving an edited (changed) configuration, 4-28, 4-43
selecting a shift configuration, 4-28
selecting a startup configuration, 4-28, 4-44
Configure Delay Screen, 4-37
Configuring Splits, 4-34 — 4-37
CONFIG.SYS File, 3-5, 3-7. See also CMS Software
Contingency Plan, 2-8
Copying Shift Configurations and System Tables, 4-64 — 4-65
CP. 
See Circuit PackCreating an Agent Directory, 4-26 — 4-28.
See also Agent Directory
Cursor, moving, 3-13
Cumulative Agent Split Summary Report, 7-7 — 7-8
Cumulative Line Group Report by Hour, 7-18 — 7-19
Cumulative Split Report, 7-12 — 7-13
Cumulative Sub-Group Report, 7-24 — 7-25
CW, 2-9
I-2 Index 
						

							DDACON-DA-5SL Voice Announcement Unit, 2-16 — 2-17
Daily Agent Split Summary Report, 7-6 — 7-7
Daily Split Report, 7-11Dataediting, 3-13 — 3-14
entering, 3-13 — 3-14using the Help screens, 3-14
validating, 3-14
Day Service Mode, 2-3 — 2-4changing to, 5-51
selecting, 5-49
Day-to-Day Operation of CMS, 5-53
CMS supervisor’s activities at Bon Voyage, 5-53
D8W-87. 
See Modular-Plug Station Cord
Deleting Information, 10-7
agent stations, 10-7
CMS lines, 10-7
supervisor stations, 10-7
Direct Group Calling (DGC) Group Coverage
Feature, 2-17, 9-35. 
See also System 25
Diskettes, 2-15, 3-2 — 3-4
DGC. See Direct Group Calling
DGC Groups, 6-9Documentation Conventions, 1-4
Partial Print implementation forms, 10-4
Don’tPrtSc, 3-10
DSS Button, 2-6
Duplicating the CMS Diskettes, 3-2 — 3-4
Dynamic Reconfiguration, 5-34 — 5-48
Configuration screen, 5-34
Configure Splits screen, 5-36
quick reference guide to, 5-48
reconfiguring splits, 5-36 — 5-39
screens and function keys, 5-48
using the configuration list, 5-44 — 5-47
E
Entering and Editing (Changing) Data, 3-12 — 3-14Agent Directory screen, 3-12
editing data, 3-14
entering data, 3-13 — 3-14moving the cursor, 3-13
using the Help screens, 3-13
validating data, 3-14
Editing CMS Data, 3-12 — 3-14
Entering Data Into the PC, 3-12 — 3-14
Error Line, 3-11
error messages, 3-11
exception messages, 3-11
system messages, 3-11
warning messages, 3-11
Error Messages, 5-5, 9-2 — 9-5. 
See also Startup Procedures
Events Log Report, 7-31
Events Log Screen, using, 4-51, 5-31 — 5-32
agent, selecting, 4-54 — 4-56
Exceptionsadministering, 4-52 — 4-53instructions for selecting, 4-52
Select Exceptions screen, 4-52
selecting, 4-51 — 4-62
F
Flex DSS Button, 2-6
Force Delay Option, 2-3, 4-39, 5-40 — 5-41. See alsoAdministering Answer Delay and Force Delay
Forms
CMS Contingency Plan Implementation Form, 10-8
Implementation Forms, partial print, 10-4
Station Assignments Planning Form, 10-5
Transfer-into-Queue Planning, 10-6, 10-8
Function Key Labels, 3-11
FX, 2-16
G
Generating Reports, 1-3, 7-1, 7-4 — 7-5Getting Started, CMS administration, 4-4 – 4-5
CMS Menu screen, 4-4
Administration Menu screen, 4-5
Ghost, 2-6. 
See also Single-Line Station,
Single-Line Voice Terminal
Glossary, CMS and System 25 terms, G-1 – G-8
H
Handling CMS Calls, 1-3, 6-1 – 6-10
answering, 6-6
placing a call on hold, 6-7
Hands-Free Answer on Intercom Voice Terminal, 2-13
Hard Disk, 2-15
copying onto, 3-5 – 3-6
damaged, 9-34
erasing files from, 8-2
Hardware Compatible With CMS, 2-15 – 2-16.
See also CMS Components
Help Screens, using, 3-14
HFAI. 
See Hands-Free Answer on IntercomHistorical Data
copying files, 8-2
copying the System Tables file, 8-1
erasing files from the hard disk, 8-2
transferring onto diskettes, 8-10
warning, 7-2
Historical Data Files, copying to hard disk, 8-3
Historical Reports, generating, 8-3 –8-4.
See also Archiving DataHold Feature, placing a call on hold, 6-7
How to Generate Reports, 7-24
How to Use the CMS Documents, 1-1 – 1-2
I
Implementation Forms, 10-4
Index, 1-3, I-1 – I-6
Information that Appears on Your Screen. 
SeeDocumentation Conventions
Initialization Screen, error messages, 5-5
Installing the CMS Software, 3-5 – 3-9
AUTOEXEC.BAT File, 3-5, 3-8
CONFIG.SYS File, 3-5, 3-7copying the CMS software onto the
PC’s hard disk, 3-5 — 3-6
setting the time and date, 3-9
Instructions for Selecting Exceptions, 4-52 — 4-53
Intraflow, 2-3, 4-40 — 4-41
Intraflow Threshold, 2-3, 4-40 — 4-41
Introduction to CMS, 1-1 — 1-4
K
Key Terms and Concepts of CMS, 2-2 — 2-4
Key to Agent Split Summary Data, 7-9 — 7-10
Key to Daily Split Report Data, 7-14 — 7-16
Key to Daily Sub-Group Report Data, 7-26 — 7-28
Index I-3 
						

							Key to Line Group Report Data, 7-20 — 7-22
Key to Line Status Screen Data, 5-28 — 5-30
call flow information, 5-30
line group summary line, 5-29
line status, 5-28 — 5-29
split status, 5-30
Key to Split Status Screen Data, 5-22
agent status, 5-22 — 5-24
call flow information, 5-25
split status, 5-25
split summary line, 5-24
Key to System Status Screen Data, 5-15 — 5-18
announcement unit status, 5-16
line group information, 5-15
split information, 5-16 — 5-18
L
Line Group(s), 2-2
assigning, 4-29
planning form, 10-5, 10-8
public, 2-9
warning, 7-2
Line Group Exceptions
administering, 4-60 — 4-62
Group Exceptions screen, 4-60
selecting, 4-60 — 4-62Line Group Report, 7-17 — 7-19
Cumulative Line Group Report by Hour, 7-19
Daily Line Group Report, 7-18
using the Cumulative Line Group Report by Hour, 7-19
using the Daily Line Group Report, 7-17 — 7-18Line Status Screen, using, 5-10, 5-26 — 5-27
call flow information, 5-30
key to screen data, 5-28 — 5-30
line group summary line, 5-29line status, 5-28 — 5-29
split status, 5-30
using the Line Status Screen, 5-26 — 5-27
Line Subgroups, 2-2
Logged Out Button, using, 6-5
Logged Out State, 2-3, 5-8 — 5-9
Loop Start Trunk (ZTN77) Circuit Pack, 2-6
LoStorage, 3-10. See also NoStorage
M
Main Split(s), 2-2 — 2-3
assigning, 4-29Making Agents Available for CMS Calls, 5-8 — 5-9
moving from state to state, 5-8 — 5-9
Management Information System (MIS), 7-1
Managing Calls When CMS Is Not Running, 9-35 — 9-36
about the DGC feature, 9-35
alternative to contingency plan, 9-36
managing calls with DGC, 9-35
Managing CMS, 2-13 — 2-14
responsibilities of the CMS Supervisor, 2-13
responsibilities of the System 25 Administrator, 2-14
Menu Map for Call Management, 5-2
Menu Map for CMS Administration, 4-3
MIS. 
See Management Information System
Modular-Plug Station Cord, 2-15
Monitoring Call Management, 5-10 — 5-32
Status screen terms, 5-11
MS-DOS Operating System, 1-1, 3-2, 3-5, 3-7 — 3-9.
See also CMS Installation and Startup Guide
I-4 Index
MSG Wait Button. See Assist Button
Music-on-Hold Port, 2-16
NNight Service Mode, 2-2, 2-4
caller message recording during, 5-52 — 5-53changing from Day Service to, 5-50
CMS operation during, 5-52
other calls, 7-6
selecting, 5-49
NoStorage, 3-10. 
See also LoStorage
O
Ongoing System 25 Administration, overview, 10-1abandoned vs. incoming call threshold, 4-47 — 4-48alarm on/off, 4-47 — 4-48
CMS-port personal line button verify, 4-49partial print, 10-2 — 10-3
service level, 4-47 — 448
transfer return threshold, 4-48 — 4-49
Option(s)answer delay, 2-3, 4-38 — 4-39
CMS-port personal line button verify, 4-49
force delay, 2-3, 4-39
setting, 4-49 — 4-50Optional CMS Features, 2-5 – 2-6
Assist feature, 2-5
Service Monitoring feature, 2-5
Transfer-into-Queue feature, 2-5
P
Partial Print, 10-2 — 10-3
implementation forms, 10-4
Partial Print, button layout, 10-4
button feature code, 10-4
button number, 10-4
System 25 button feature, 10-4
PC, using with CMS, 3-1, 3-10 — 3-14. 
See also
Personal ComputerPC Jacks
administering, 4-7
changing, 10-7
PDC. 
See Personal Dial Code
Permanent System Alarm Message, 2-9
Personal Computer (PC), 1-2
Personal Dial Code (PDC), 2-6
Personal Line Button, 10-8
verification, 4-49. 
See also CMS-Port
PL. See Public Local
Placing a Call on Hold, 6-7
Print All Reports, 7-29 — 7-30
Cumulative Reports, 7-30
Daily Reports, 7-29
Printer Problems, 9-26 — 9-28
Printing Screen Formats, 5-10
Printing System 25 Administration Instructions,
4-63 — 4-66
Priority Lines, 2-2
PS. See Public Special
Public Line Group, 2-11, 4-29
Public Local (PL), 2-11
Public Travel Split, 2-11, 4-29
Public Special (PS), 2-11
Public WATS (PW), 2-11
PW. 
See Public WATS 
						

							QSetting Options, 4-47 — 4-50
Quick Reference Guide to Dynamic Reconfiguration,abandoned call threshold, 4-48
5-48. See also Dynamic Reconfigurationaudible alarm on/off, 4-48
CMS-port personal line button verify, 4-49
R
service level limit, 4-47 — 4-48
Set Options screen, 4-47
Reconfiguring Answer Delav or Force Delav, 5-40 — 5-41setting options, 4-49 — 4-50Configure Delay screen, 5-41Reconfiguring Call Flow, 5-42 — 5-43
Reconfiguring Splits, 5-36 — 5-39
Recording Messages, 2-17 — 2-18
Renaming a Shift Configuration, 4-46
Repertory Dial Button, 2-6
Reports, types of, 7-1
CMS Agent Split Summary, 7-1, 7-3.See also Agent Split SummaryCumulative Agent Split Summary, 7-7 — 7-8
Cumulative Line Group Report by Hour, 7-19
Cumulative Line SubGroup Report, 7-18
Cumulative Split Report, 7-12 — 7-13Daily Agent Split Summary Report, 7-6
Daily Split Report, 7-9
Events Log Report, 7-1, 7-3, 7-31
generating CMS reports, 7-4 — 7-5historical. See Archiving
Line Group Report, 7-1, 7-3, 7-17 — 7-19.
See also Line Group Report
Split Report, 7-1, 7-3, 7-11 — 7-13
Sub-Group Report, 7-1, 7-3, 7-23 — 7-25
Resolving Problems. 
See Troubleshooting
Restoring Data Collection Conditions, 8-4
erasing the historical data from hard disk, 8-4
restoring the current System Tables file, 8-4
Returning to Other Screens, 4-44
Root Directory, 3-7
Running CMS from a Floppy Diskette Back-up, 9-34
SSaving an Edited (Changed) Configuration, 4-45
Screen Formats, 3-10 — 3-11ID line, 3-10information area, 3-11
error line, 3-11
function key labels, 3-11
how to print, 5-10
printing, 5-10
prompt line, 3-11
Secondary Split(s), 2-3 — 2-4, 2-11, 4-29, 4-40
Selecting a Startup Configuration, 4-46
Selecting Agent Exceptions. 
See Agent Exceptions
Selecting Day or Night Service, 5-49 — 5-52
caller message recording during Night
Service, 5-52
changing to Day Service, 5-51
changing to Night Service, 5-50
CMS operation during Night Service, 5-52
Set Options/Modes Screen, 5-49
Selecting Exceptions, 4-51 — 4-62. See alsoExceptions
Selecting Line Group Exceptions, 4-60 — 4-62.
See also Line Group Exceptions
Selecting Split Exceptions. See Split ExceptionsService Level Limit, 4-47 — 4-48. See also
Daily Split Report
Service Monitoring Feature, 2-5, 2-7 — 2-8, 6-10
Set Options Screen, 4-47
transfer return threshold, 4-48 — 4-49Setting the Time and Date, 3-9
Shift Configuration, definition of, 2-2
backing up, 4-67 — 4-68
building, 4-29, 4-31 — 4-37
copying, 4-67 — 4-68. 
See also System Tables
editing, 4-31 — 4-34renaming, 4-28, 4-46
saving an edited (changed), 4-30, 4-46
selecting, 4-30
selecting a startup. 
See Startup Configuration
Single-Line Station, 2-6
Single-Line Voice Terminal, 2-6
Split Exceptions, selecting, 4-57
administering, 4-57 — 4-59
selecting, 4-57
Split Exceptions screen, 4-57
Split Report, 7-11 — 7-13
Cumulative Split Report, 7-12
Daily Split Report, 7-11
Split Status Screen, using, 5-10, 5-19 – 5-21key to split status screen data, 5-22 — 5-25
Splits, 2-2
agent, 2-2
configuring, 4-34 — 4-37main, 2-2 — 2-3
reconfiguring, 5-36 — 5-39
secondary, 2-3
warning, 7-2
Starting CMS Administration, automatically, 4-4
Startup Configuration, 4-30, 4-46
Startup Procedures, 5-3 — 5-7
CMS Menu screen, 5-3 — 5-6
error messages, 9-2 — 9-5
Initialization screen, 5-4, 5-5
listing of configurations, 5-4
problems, 9-2
warning messages, 9-6 — 9-17
State to State, moving from, 5-8 — 5-9
Station Assignments Planning Form, 10-5
Station(s)adding, 10-5administering, 4-6 — 4-7
changing information, 10-7
removing, 10-8
screen, administering, 4-7 — 4-9Station-to-Station Message Waiting Feature, 2-5
Status Screen Terms, 5-11
Sub-Group Report, 7-19, 7-23 — 7-25Cumulative Sub-Group Report, 7-24
Daily Sub-Group Report, 7-23 — 7-24
Sub-Groups, 2-2
Supervising CMS, 1-3, 5-1
Supervising Your Agents, 5-33
Assist buttons, 5-33
Service Monitoring feature, 5-33
Supervisor Station(s), 4-6 — 4-7, 10-5
Supervisor’s Voice Terminal, 2-15, 6-9 — 6-10
Service Monitoring feature, 6-9
using the Assist feature, 6-10
Index I-5 
						

							Support Split, 2-11, 4-29
System Errors, 9-33
System Manual, 1-2
System Status Screen, using, 5-12 — 5-14key to screen data, 5-15 — 5-18
System Tables File, 4-67 — 4-68, 8-2. See also
Backing Up Shift Configurations
copying historical System Tables to hard disk, 8-3
restoring current System Tables files, 8-4
System 25
administering System 25 to support CMS, 1-1
administrator, responsibilities, 2-14
Direct Group Calling (DGC) Group Coverage feature, 2-8
Night Service mode, 4-29
ongoing administration, 10-1 — 10-8. See alsoStation-to-Station Message Waiting feature, 2-5terms, G-1 — G-8
Warm start, 2-9
System 25 Administration Instructions, printing, 4-63 — 4-66
TTip Ring Line (ZTN78), 2-6
TN742, 2-6. 
See also Analog Line (TN742) Circuit Pack
Transfer-into-Queue Feature, 2-5 — 2-7
hardware connections, 2-7
planning form, 10-6, 10-8
Transfer-Queue Line(s)
adding, 10-6
administering Queued Transfer Screen, 4-16 — 4-18
removing, 10-8
Transfer-Queued Transfer Screen Options, 4-14
Transfer Return Threshold, definition of, 4-48
Transferring Calls, 6-7
Troubleshooting, 9-1
agent problems, 9-29 — 9-32
call management problems, 9-18 — 9-21
error messages, 9-2 — 9-5
printer problems, 9-26 — 9-28
startup problems, 9-2
system errors, 9-33
voice announcement unit problems, 9-22 — 9-25
warning messages, 9-6 — 9-17
Trunks (Lines) Compatible With CMS, 2-2, 2-16
UUnderstanding CMS, overview, 2-1
Using the Agent Voice Terminal for CMS, 6-5 — 6-9
answering CMS calls, 6-6
DGC groups, 6-9. 
See also Direct Group Calling
placing a call on hold, 6-7
transferring calls, 6-7
using the Assist button, 6-7
using the Available, ACW, and Logged Out buttons, 6-5
Using the Help Screens, 3-14
Agent Directory Screen, 3-10
screen formats, 3-10 — 3-11Using Your PC With CMS, 3-10. See also PCentering and editing data, 3-12 — 3-14
screen formats, 3-10 — 3-11
VValidating Data, 3-14
Voice Announcement Unit (VAU), 2-4, 2-16, 10-8
adding, 10-6
changing information, 10-7
DACON-DA5, 2-16
problems, 9-22 — 9-25
recording messages, 2-17 — 2-18
removing, 10-8
Voice Terminal
CMS Agent Card, quick reference, 6-5
Service Monitoring feature, 6-11
using the Assist feature, 6-11
using your voice terminal for CMS, 6-10
WWarm Start of System 25, 2-9Warning Messages 9-6 — 9-17. See also
Startup ProceduresWATS Lines, 2-11
What’s in This Manual, 1-2 — 1-3
When You Have Finished Ongoing Administration, 10-8
Y
Your PC and CMS, overview, 3-1
ZZTN78, 2-6. See also Tip Ring Line
ZTN77, 2-6. See also Loop Start Trunk Circuit Pack
I-6 Index