ATT System 25 Call Management System Manual

							Public line group has nine lines, eight Central Office (CO) trunks and
one transfer-queue line.There are four local lines with the published
number 555-3070, and two WATS lines with the published number 800-
555-4185. The number for the local lines is published in the Yellow Pages
and advertised in the local newspapers; the number for the WATS lines is
advertised in several national travel magazines. There are also two
priority lines with the number 800-555-4950. These lines are reserved for
valued repeat customers who may book several trips with Bon Voyage
Travel each year. Their unpublished telephone number is given only to
these preferred clients.For reporting purposes, the Central Office lines
have been divided into three line sub-groups, Public local lines (PL),
Public WATS lines (PW), and Public special lines (PS).
In addition, there is one transfer-queue line assigned to this line group.
When calls come in on lines other than the Public line group’s lines and
need to be placed in the Public line group’s queue of waiting calls, agents
can transfer the calls to PDC  500, the PDC of the single-line port
associated with the transfer-queue line. The transfer-queue line is in line
sub-group Q1.
Calls coming into the Public -line group are from customers who want to
book personal vacations.
The Public Travel split handles calls that come
into the Public line group.
To provide optimal service to customers when there is a high volume of
call traffic coming into the Public line group, the 
Support split has been
assigned as the Public line group’s 
secondary (or backup) split. The
number of agents available for CMS calls in this split varies according to
the incoming call traffic. The employees who staff the Support split have
primary responsibilities such as bookkeeping, advertising, and trip
packaging. But, since these people have some experience as travel agents,
they are often used to back up the Personal Travel split when call traffic is
heavy on the lines in the Public line group.

Business line group consists of six lines. These lines have been
divided into two line sub-groups. One line sub-group, BW, contains four
WATS lines with the published number 800-555-1242. The other line sub-
group, BL, has two lines for local service with the advertised number 555-
8300.
Calls coming into this line group are from large corporations wishing to
book business trips for their employees.The 
Business Travel split serves
as this line group’s main split.

Charter line group consists of five lines, divided into two line sub-
groups.Two lines, which have the published number 555-1234 listed in
the local Yellow Pages, are in the line sub-group CL. Three WATS lines,
which have the published number 800-555-3000 listed in national travel
magazines, are in the line sub-group CW.
The 
Charter Travel split, which handles CMS calls coming into the
Charter line group, arranges trips for groups and frequently books trips
for local and national holiday clubs.
A Typical CMS Application2-11 
						

							Occasionally, customers who have previously made travel arrangements
through a holiday club will call one of the Charter line group’s numbers to
make personal travel arrangements. In these cases the agent in the
Charter split who receives the call uses the Transfer-into-Queue feature to
transfer the call to the Public line group’s queue of waiting calls. CMS
then distributes the call to an agent in the Public Travel split.
Since both the Charter Travel split and the Business Travel split handle
group trips, the Business Travel split serves as a secondary split to handle
call overflow from the Charter Travel split. Likewise, the Charter Travel
split backs up the Business Travel split during peak calling hours.
BON VOYAGE TRAVEL’SAll of Bon Voyage Travel’s voice terminals and outside telephone lines are
OTHER CALL TRAFFICpart of the agency’s System 25 communications system, but some of Bon
Voyage Travel’s voice terminals and outside lines are 
not assigned to the Call
Management System. Agents and nonagents alike use lines not assigned to
CMS for all outgoing calls and nonrevenue producing incoming calls.
CMS AND OTHER
BUSINESSES
Bon Voyage Travel’s line groups and agent splits are typical for a travel
agency. Other types of businesses would have other names for their line
groups and splits. For example, a wholesale distributor might have line
groups and splits for inside sales and customer service (such as order
tracking) while a bank may have line groups and splits dedicated to specific
types of loans and customer services. The characteristics of 
your business
should dictate your decisions as you plan your CMS.
2-12 A Typical CMS Application 
						

							Managing CMS
Since System 25 must be administered to support CMS, the CMS Supervisor
and the System 25 Administrator work together to ensure successful CMS
operation. This section describes the typical CMS interactions and
responsibilities of these two people.
RESPONSIBILITIES OF The CMS Supervisor has many responsibilities, all of which are described in
THE CMS SUPERVISOR   this manual. Typically, the role of the CMS Supervisor involves:
Working with the System 25 Administrator to:
– Identify and record port numbers, PDCs, and trunk numbers for CMS
equipment
– Ensure removal of stations or trunks no longer needed by CMS
– See that System 25 administration needed to support CMS is
performed
Administering CMS, including the following:
Administering stations, CMS lines, transfer-queue lines, line groups,
and voice announcement units
– Building an Agent Directory
– Creating shift configurations of line groups and agent splits
– Setting options
– Selecting Exception Thresholds to be monitored
– Printing System 25 administration instructions
See Section 4, “Administering CMS. ”
Monitoring line status, split status, call traffic, and system problems
during call management, and making changes to shift configurations as
needed, to ensure efficient call handling and maximum agent productivity.
See “Monitoring Call Management” and “Dynamic Reconfiguration” in
Section 5.
Helping agents understand how to use their voice terminals for handling
CMS calls. See Section 6, “Handling CMS Calls. ”
Generating reports and using the data in the CMS reports to maintain
efficient call management and agent productivity. See Section 7,
Generating Reports, for ongoing data collection;  see Section 8, 
Archiving Data, for storing historical CMS data. 
Having a contingency plan in place and using it to manage calls when
CMS is not running.  See “Managing Calls When CMS is Not Running” in
Section 9.
Troubleshooting.  See Section 9, “Troubleshooting.”





Managing CMS2-13 
						

							RESPONSIBILITIES OF  System 25 and CMS must be administered identically with respect to trunk
THE SYSTEM 25numbers, port numbers, PDCs, and feature button assignments required by
ADMINISTRATORCMS. The following are typical responsibilities involved in maintaining
harmony between the two systems:
l
l
lAssigning trunk numbers, ports, and PDCs to CMS equipment and
facilities, both when CMS is installed and when more resources are
needed.
Using the System 25 administration instructions printed out by the CMS
software, along with hand-completed System 25/CMS implementation
forms, to administer System 25 for CMS.
Backing up System 25 translations to a tape or diskette when CMS is first
configured and after changes are made. (Translations are specific
information assigned to a voice terminal or System 25 such as port
numbers and PDCs. )
2-14  Managing CMS 
						

							CMS Components
This section lists the hardware required for and trunks compatible with CMS.
HARDWARE COMPATABLE
WITH CMS 









The following hardware and software are required for CMS:
AT&T System 25: Release 2
An
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AT&T Personal Computer (PC), with the following characteristics:
Hard disk (10 MB and 512K RAM
minimum)
One floppy diskette drive
MS-DOS 3.2, Version 2.02 (or higher)
Keyboard
Monochrome or color monitor
AT&T Printer Model 473 (or compatible parallel printer)
AT&T CMS PC Interface Card
Two System 25-CMS floppy diskettes
At least two blank floppy diskettes
Agent voice terminals (any of the following):
—
—
—
—
—
—
—
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—
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—5-Button Voice Terminal
10-Button Voice Terminal
10-Button Hands-Free Answer on Intercom (HFAI) Voice Terminal
10-Button Built-in Speakerphone (BIS) Voice Terminal
22-Button BIS Voice Terminal
34-Button Voice Terminal
34-Button Deluxe Voice Terminal
34-Button BIS Voice Terminal
34-Button Deluxe BIS Voice Terminal
34-Button BIS Voice Terminal with Display
34-Button Deluxe BIS Voice Terminal with Display
Direct Trunk Attendant Console (DTAC), a 34-Button Deluxe or
34-Button Deluxe BIS Voice Terminal
Switched Loop Attendant Console (SLAC), a 34-Button Deluxe BIS
with Display -
Supervisor   voice terminal:
–  One 34-button Deluxe voice terminal is required. A second multiline
voice terminal may be needed.
For more information about selecting a voice terminal for yourself and for
the CMS agents, see Section 6, “Handling CMS Calls. ”
Cables:
– Two 14-foot 4-pair modular-plug stations cords (D8W-87) for
connections to the AT&T CMS PC Interface Card
CMS Components  
2-15 
						

							The following optional hardware can be used with CMS:
l Up to four Model DACON-DA-5SL voice announcement units (strongly
recommended). One 14-foot 2-pair modular-plug station cord (D4BU-87) is
required for each voice announcement unit.
l Headsets and headset adapters
NOTE: A headset and headset adapter cannot be used with a 5-button
voice terminal or a 10-button HFAI voice terminal.
l A music source compatible with the System 25 Music-on-Hold port
(strongly recommended).
l A telephone answering machine capable of answering calls on the first
ring for special Night Service applications. See Caller Message Recording
During Night Service in Section 5.
TRUNKS COMPATIBLE Either Ground Start or Loop Start trunks maybe used with CMS, but
WITH CMSGround Start trunks are strongly recommended because they lessen the
likelihood of abandoned calls being transferred to agents. Ground Start
trunks are also recommended if headsets will be used with voice terminals
used for CMS.
Central Office (CO), WATS (800 Service), and Foreign Exchange (FX) trunks
may be used with CMS. Trunks may be arranged in CO hunt groups. A
hunt group is a group of trunks that share a listed telephone number. When
a call comes in on the listed number, the CO switch scans the hunt group for
an idle trunk and connects the call to the first one it finds.
THE VOICE Before recording delay messages on the DACON unit, read the
ANNOUNCEMENT UNIT  documentation that came with it, and keep the following guidelines in mind:
l You can assign a separate voice announcement unit to each line
group, or two or more line groups can share one voice
announcement unit.
l The voice announcement unit has two channels to provide two
messages, one for Day Service and the other for Night Service. The
announcement unit has 64 seconds of message time available that can
be divided between your two messages.
l Leave 3 or 4 seconds of silence before the beginning of your message
to allow time for CMS to connect the caller to the voice
announcement unit. This will ensure that the caller will hear the
message from the beginning.
l You must note the length of the Day Service message on the Assign
Announcement screen. See “Assigning Announcements” in Section
4 for more information.
l If call traffic is light when CMS is in Night Service mode, you can
use a telephone answering machine(s) to answer calls and record
callers’ voice messages.
Refer to “Caller Message Recording During
Night Service” in Section 5 of this manual for additional information.
2-16  CMS Components 
						

							RECORDING MESSAGES The following steps describe how to record a message on your DACON voice
announcement unit. Figure 2-3 shows you the front of the unit.
FIGURE 2-3 The DACON-DA-5SL Voice Announcement Unit.
NOTE: If you are recording only one message, the message can be up
to 64 seconds in length. If you are recording two messages, one
message on Channel 1 and one on Channel 2, you must divide the 64
seconds of message time between the two messages.
Prepare a clear, informative message before you begin to record. Once you
have plugged in the voice announcement unit and turned it on, use the
following instructions to record a message on Channel 1.
1Turn your DACON unit so that the front of the unit is facing you.
2Insert the handset modular plug into the front panel jack.
3To record on Channel 1, the red light on the Channel button must be off.
If the light is on, press the Channel button once so that the light goes off.
4Press the Record button and hold it down while you press the Play
button.
(The Channel button light flashes during the first 16 seconds of your
recording. The Record button light flashes during the second 16 seconds.
The Play button light flashes during the third 16 seconds. The On-Line
button light flashes during the fourth 16 seconds.)
5Speak into the handset to record your message.
6When you are finished recording your message, press the On-Line button.
To record a message on Channel 2, follow this procedure:
1The red light on the Channel button must be on. If the light is off, press
the Channel button once.
(The red light on the button goes on.)
2Repeat steps 4 through 6 above to record the message.
CMS Components     2-17 
						

							To listen to the recorded announcement on either of the channels:
1
2
3
4
5Make sure the handset is plugged into the front panel jack.
If you want to listen to a message on Channel 1, make sure that the red
light on the Channel button is off.
If you want to listen to a message on Channel 2, the red light on the
Channel button should be on.
Press the Play button.
Listen to the message through the handset.
If you want to rerecord the message, follow the steps in this section for
recording announcements.
2-18 CMS Components 
						

							Section 3: Your PC and CMS 
						

							Overview
CMS runs on the AT&T Personal Computer (PC). By working with the CMS
menus and screens, you can tailor CMS to suit your business needs. This
section of the manual describes how to load the CMS software onto your PC’s
hard disk and how to enter data into your PC.
The information in this section is organized as follows:
Duplicating the CMS Diskettes
Describes how to make working copies of the CMS diskettes. (A set of blank
diskettes has been packaged with the CMS binder.)
Installing the CMS Software
Describes how to copy the CMS software onto the PC’s hard disk, and set the
time and date on your PC.
Using Your PC with CMS
Describes how to use CMS screens, enter and edit data, and access help
screens.
Overview 
3-1