ATT System 25 Call Management System Manual

							Duplicating the CMS Diskettes
Since it is important to protect your original CMS floppy diskettes from
damage or wear, a duplicate (working copy) of each diskette was made when
CMS was installed. Keep the originals in a safe place and use them only to
make additional working copies.
If you have to make additional working copies, you need the following:
l Your PC
l The original CMS diskettes, labeled “SYSTEM 25 CMS SYSTEM” and
“ SYSTEM 25 CMS REPORT AND ADMIN”
l Two blank diskettes
NOTE:  If you are reusing diskettes, make sure the diskettes do not
have old files on them that you need because they will be overwritten
when you copy the CMS diskettes.
In order to make duplicates of the CMS diskettes, MS-DOS (including the
“diskcopy” and “diskc omp” commands) must already be on the hard disk.
MS-DOS (including these commands) was installed on your PC’s hard disk
when CMS was first installed.
DUPLICATING THE CMS To make duplicate copies of the original CMS diskettes:
DISKETTESTurn on the PC.1
If the CMS Menu appears, press [F8] (labled Exit to DOS) to get to the  
MS-DOS prompt.
2
When the C> prompt appears, type:
diskcopy a: a:
and press [Enter] 
You see the following messages:
Insert SOURCE diskette in drive A:
Strike any key when ready . . .
NOTE: PC responses may be slightly different from the ones printed here,
depending on the version of MS-DOS you are using.
3Insert the original CMS diskette labeled “SYSTEM 25 CMS SYSTEM, ” into
drive A with the label of the diskette facing upwards, and the notch in the
side of the diskette on the left. When you hear a click, indicating that the
diskette has been fully inserted, press down the latch on drive A until you
feel the latch lock.
This diskette is the “source” diskette, the diskette that contains the
information being copied.
3-2 Duplicating the CMS Diskettes 
						

							4When you are ready, press any key.
The in-use light on disk drive A comes on while the system is reading the
source diskette.
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WARNING
Do not remove a diskette from the drive while the
in-use light is on; data on the diskette may be
damaged or lost.
When the system has read the diskette, the following messages are
displayed:
Insert TARGET diskette in drive A:
Strike any key when ready. . .
When the in-use light on drive A is off, remove the source diskette, insert
a blank diskette, and press any key. This diskette is the “target” diskette,
the diskette on which the information is being copied.
The in-use light comes on while the system is copying the information
onto the target diskette. If the blank diskette is not formatted, the
message
Formatting While Copying
appears on the screen.
NOTE:  Depending on the amount of memory on your PC, the system may
prompt you to swap diskettes during diskcopy.
When the copying process is finished, you see:
Copying complete
Copy another diskette (Y/N)?
Remove the duplicate diskette, write “SYSTEM 25 CMS SYSTEM
WORKING COPY” on a label using a felt tip pen, apply the label to the
diskette, and put the diskette in its paper sleeve. Return the original
diskette to its paper sleeve.
Type 
y. The following message appears:
Insert SOURCE diskette in drive A:
Strike any key when ready...
Insert the original CMS diskette labeled “SYSTEM 25 CMS REPORT AND
ADMIN” into drive A. This is the source diskette.
Repeat Steps 4 and 5, using the second blank diskette as the “target”
diskette.
Duplicating the CMS Diskettes 3-3 
						

							10Type n when prompted to copy another diskette.
11When the C> prompt appears, remove the duplicate diskette, write
“SYSTEM 25 CMS REPORT AND ADMIN WORKING COPY” on a label
using a felt tip pen, apply the label to the diskette, and store the diskette
in its paper  sleeve.Return the original diskette to its paper sleeve.
12Store both the original and working copy CMS diskettes in a safe place.
It is recommended that you store the working copy diskettes separately
from the original diskettes.
3-4 Duplicating the CMS Diskettes 
						

							Installing the CMS Software
COPYING THE CMS 
SOFTWARE ONTO THE 
PC’S HARD DISK 
Installing the CMS software involves copying the contents of the working
copies of the two CMS diskettes onto the PC’s hard disk. This was done
when CMS was first set up for you.As part of the installation procedure, a
CONFIG.SYS and an AUTOEXEC.BAT file were placed on your PC’s hard
disk. If these files existed prior to CMS installation, the installation procedure
edited these files. See “The CONFIG.SYS File” and “The AUTOEXEC.BAT
File” later in this section.
You can perform the following software procedures tore-install the CMS
software if errors occur that you cannot fix and you need to begin again.
When you are finished, the system will have copied the programs required
for CMS operations onto the ‘PC’s hard disk. -——
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To copy the CMS software onto the PC’s hard disk:
Insert the diskette labeled “SYSTEM 25 CMS SYSTEM WORKING COPY”
into drive A.
At the C> prompt, type a:\cmsinstall and then press [Enter].
.
The following messages appear in the upper portion of the screen and
remain on the screen throughout the installation procedure:
**** SYSTEM 25 Call Management System
**** Installation Procedure
Additional messages appear in the lower area of the screen.
While the installation procedure is in progress, the following message
usually appears on your screen:
**** Installation Now In Progress. Please Wait...
However, there are a couple ways in which the installation procedure
could be interrupted:
— If there are errors on your CMS working copy diskette that prevent
the installation program from continuing, the following messages
appear on the screen:
**** ERROR on Installation Floppy Disk
Try installation from Another Floppy
Discard the diskette, make another working copy using the original
CMS diskette, and then begin the CMS software installation procedure
again.
—If there is insufficient storage space on the hard disk for new
information, the following messages appear on your screen:
**** “Insufficient Disk Space for CMS.
An Additional xxxK is Required.
Delete Old Files and Try Installation Again.
If you need directions on using the MS-DOS “delete” (del) and
“directory” (dir) commands to delete files, see the user’s guide that
came with the MS-DOS diskette.
Installing the CMS Software 3-5 
						

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After the contents of the “SYSTEM 25 CMS SYSTEM WORKING COPY”
diskette have been copied onto the hard disk, the following messages are
displayed:
**** Please remove the diskette currently in floppy disk drive A.
**** “Insert the diskette labeled SYSTEM 25 CMS REPORT AND ADMIN
into drive A.
Press ‘c’ to continue or ‘q’ to quit.
Remove the “SYSTEM 25 CMS SYSTEM WORKING COPY” diskette and
place it in its protective cover.
Insert the diskette labeled “SYSTEM 25 CMS REPORT AND ADMIN
WORKING COPY” into drive A and press c .
Once the installation program has copied all the CMS programs and files
onto the hard disk, the final installation messages appear on your screen:
**** Call Management System Successfully Installed.
**** Please remove the diskette currently in floppy disk drive A.
**** Reboot the system by holding down ‘CTRL’ and ‘ALT’ while
pressing ‘DEL.’
Remove the “SYSTEM 25 CMS REPORT AND ADMIN WORKING
COPY” from the disk drive, place it in its paper sleeve, and store it in a
safe place.
Reboot the system by holding down [Ctrl] and [Alt] while pressing [Delete]. 
After Resident Diagnostics are run, the CMS Menu appears on the screen.—
3-6 Installing the CMS Software 
						

							The CONFIG.SYS File
In order for the CMS software to run properly, you must have a
CONFIG.SYS file in the root (\) directory of the PC’s hard disk. This file
must contain the following lines:
BUFFERS =20
FILES =20
If the CONFIG.SYS file existed prior to CMS software installation, the above
two lines were appended to the file when CMS was installed. If no file
existed, a CONFIG.SYS file containing these lines was automatically created
when CMS was installed.
To view the contents of the CONFIG.SYS file:
1 At the C> prompt, type
cd \
then press [Enter]
2 At the C> prompt, type
type config.sys 
then press [Enter]. 
The contents of the CONFIG.SYS file appear on the screen.
Installing the CMS Software 3-7 
						

							The AUTOEXEC.BAT File
During the CMS installation process, an AUTOEXEC.BAT file containing the
three lines below was placed on your PC’s hard disk. If the AUTOEXEC.BAT
file existed on your PC’s hard disk prior to CMS installation, these three lines
were added to the end of the file when CMS was installed.
The three lines are:
prompt $p$g
cd c: \cms
cms
The first line causes the full pathname of the current directory to be displayed
as part of the MS-DOS prompt. The second and third lines cause the CMS
Menu to displa}’ automatically after MS-DOS Resident Diagnostics are run.
This happens whenever your PC is turned on or MS-DOS is rebooted.
If you ever  edit the AUTOEXEC.BAT file, make sure these lines remain as the
last three lines of the file.
To view the contents of the AUTOEXEC.BAT file:
1 At the C> prompt, type
cd \
then press [Enter].
2 At the C> prompt, type
type autoexec.bat 
then press [Enter].
The contents of the AUTOEXEC.BAT file appear on the screen.
3-8 Installing the CMS Software 
						

							Setting the Time and Date
Since the date and time are significant parts of your daily CMS statistics, it is
important that your PC screen show the correct date and the correct time.
You can check the time and date by looking at the upper right-hand corner of
any CMS screen. If the time or date is incorrect, you can easily change it on
your PC.
To
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To
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check or change the date on your PC:
Exit to MS-DOS by pressing 
[F8] (labeled “Exit to DOS”) on the CMS
Menu.
When the C> prompt appears, type
date
and press [Enter].
The following message appears on your screen:
Current date is Wed 4-07-1988
Enter new date (mm-dd-yy):
If the date is correct, press [Enter].
If the date is incorrect, type in the correct date in the form mm-dd-yy (for
example, 04-08-88 ) and press [Enter].
check or change the time on your PC:
When the C> prompt appears, type
time
and press [Enter].
The following message appears on your screen:
Current time is 12:01:30.00
Enter new time:
If the time is correct, press [Enter].
If the time is incorrect, type in the correct hour and minute in the form
hh:mm (for example, 9:03) and press [Enter]. (MS-DOS works on the
basis of a 24-hour clock, so if you want to enter the time as 2:30 P.M. you
must type 14:30.)
MS-DOS keeps track of the seconds and hundredths of seconds.
You do not enter these details into your PC.
Installing the CMS Software 3-9 
						

							Using Your PC with CMS
SCREEN FORMATS 
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This section describes the format of CMS screens, the method of entering and
editing data, and how to access help screens. If you have questions about
MS-DOS, the layout of your keyboard, or other information about your PC,
refer to the manuals that accompanied them.
The general format of a CMS screen is demonstrated below in the Agent
Directory screen.eacd
AGENT DIRECTORYANNC CU1 CU2 Don’tPrtScr  LoStorageDAY CMS1.0 2:38p 04/18
Last Name
Abell
Beckman
Brown
Chu
Dumbra
Fang
Fenton
Garcia
Gerkensmeier
Johnson
Kesselring
Leonard
Lindquist
Lindquist
Mack
First
Mary-AnnJim
Allan
David
Marie
John
Scott
Jose
Otto
Andrew
AnaMichael
Hal
Hal
Joel
AGENT DIRECTORY
ID
MARYAJIM
ALLAN
DAVE
MARIE
John
SCOTT
JOSE
OTTO
ANDY
ANA
MIKE
HALlHAL2
JOELLast Name
MariettaMasson
OngOpalach
Reicheg
Rowlinson
Seiler
Siegel
Smith
Son
Stickler
Vatier
Walsh
Well
Yang
2:38 04/18 l *** Split 1 - Agent LINDA - Refused Calls
ADD AGENT: Last Name: Zuckerman
First: AmyID: AMYF CancelFPrevious F Next
1 Prompt5 Field
6 Field
First
Jane
William
Ien
Joseph
Louis
DonLinda
Lawrence
Bernard
Sarah
CraigBarbara
Jennifer
Harvey
CJID
JANE
BILL
IENJoe
LOUDon
LINDA
LARRY
BERNE
SARAH
CRAIG
BARB
JENNY
HARV
CJ
F Enter
8 Data
Each numbered or lettered term listed below corresponds to a number or
letter in the screen above. The following types of information may appear in
the indicated area of the screen.
1 The ID line contains:
a   Screen name
b    Status indicators: ANNC blinks if there is a voice announcement unit
problem. (If you decide not to use any voice announcement units,
ANNC appears in the ID line, even though there is no problem.) If
there is a problem with the connections to the PC, 
CU1 and/or CU2
blinks. Don’tPrtSc appears if the printer is disconnected or is not
ready. 
NoStorage or LoStorage appears if there is a storage problem
on the hard disk. For information on resolving problems, see Section
9, “Troubleshooting.”
c      Current CMS mode: CMS appears when the CMS Menu is displayed.
DAY or NIGHT indicates that calls are being managed using Day
Service or Night Service mode, respectively. (See “Selecting Day or
Night Service” in Section 5.) 
ADMIN indicates CMS is being used for
administration. 
REPT appears when you generate reports.
3-10 Using Your PC with CMS 
						

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d CMS Release number (for example, CMS1.0)
e Time and date 
The Information area contains menus or status information.
The Error line offers four types of messages:
— 
Error messages indicate you made an invalid entry, such as entering a
PDC that has already been assigned.
— Exception messages indicate that one of the exception thresholds you
have set has been reached, and an unusual or undesirable situation
may be occurring.
— System messages indicate that part of CMS is malfunctioning (for
instance, the voice announcement unit is not working).
— 
Warning messages indicate actions that may have unusual results.
If the Audible Alarm option is on (see “Setting Options” in Section 4),
the PC beeps when a message appears on the error line. In general,
a message remains displayed on the error line until another message
overwrites it, you correct the error, or you move to another screen.
The 
Prompt line contains requests for your input.
When no prompt appears, the words 
F10 - Help appear to the far right on
the prompt line reminding you that [F10] accesses the help screens.
For more information, see “Entering and Editing Data, ” in this section.
Function key labels in this area of the screen tell you the current meaning
of the PC’s function keys. The function key labels depend on the screen
you are viewing (except [F10], which always accesses a Help screen). 
When you press a function key, usually a new screen or a prompt
appears.When a prompt appears, the function key labels change to
provide data entry functions.
Using Your PC with CMS   3-11