ATT System 25 Call Management System Manual

							Entering and Editing Data
Entering and editing data is easy. You enter data by pressing function keys
and responding to the prompt that appears on the prompt line on your
screen. Prompts contain one or more fields (blank spaces) into which you
type your responses.Whenever a prompt appears, the function keys are
labeled as shown in the screen below.
AGENT DIRECTORYADMIN CMS1.O 2:31p 04/18
AGENT DIRECTORY
Last Name
FirstIDLast NameFirstID
Abell
Beckman
Brown
Chu
Dumbra
Fang
Fenton
Garcia
Gerkensmeir
Johnson
Kesselring
Leonard
Lindquist
Lindquist
Mack
Mary-Ann
Jim
Allan
David
Marie
John
Scott
Jose
Otto
Andrew
Ana
Michael
Hal
Hal
Joel
MARYA
JIM
ALLAN
DAVE
MARIE
JOHN
SCOTT
JOSE
OTTO
ANDY
ANA
MIKE
HAL1
HAL2
JOEL
Manetta
Masson
Ong
Opalach
Reicheg
Rowlinson
Seiler
Seigel
Smith
Son
Stickler
Vatier
Walsh
Woll
Yang
Jane
William
Ien
Joseph
Louis
Don
Linda
Lawrence
Bernard
Sarah
Craig
Barbara
Jennifer
Harvey
CJ
JANE
BILL
IEN
JOE
LOU
DON
LINDA
LARRY
BERNE
SARAH
CRAIG
BARB
JENNY
HARV
CJ
ADD AGENT:
F Cancel
l Prompt
Last Name:First:
F Previous
5 Field
ID:
F Next
8 FieldF Enter
8 Data
NOTE: When a prompt contains only one field, the only function keys
displayed are [F1] (labeled “Cancel Prompt”) and [F8] (labeled
“Enter Data” ).
In this manual, instructions for entering data in prompts are usually
presented as follows:
[F1] Add Agent
Pressing this function key on the Agent Directory screen allows you to add
agents to CMS.
Prompt:
ADD AGENT: Last Name:First:ID:
Action:1 Enter a last name up to 12 letters, numbers, or special
characters (such as* or #), with no spaces between them.
2 Enter a first name up to eight letters, numbers, or special
characters, with no spaces between them.
3 Enter a unique ID up to five letters and/or numbers.
4 Press [F8] (labeled “Enter Data”).
3-12 Using Your PC with CMS 
						

							MOVING THE CURSORMany CMS prompts contain several empty fields, as in the following
example:
ADD AGENT: Last name:First:ID:
When a prompt appears, the cursor is positioned at the beginning of the first
field. Use the keys shown below to move the cursor within a prompt:
PressOrTo move the cursor
[F5] (labeled[Shift] + [Tab]to the beginning of the
“Previous(while holding down
previous field (except
Field”)[Shift], press [Tab] )when the cursor is in the
first field).
[F6] (labeled[Tab]to the beginning of the
“Next Field”)next field. If the cursor is
in the last field, it will not
return to the first field.
[ ® ] (the rightone character to the right.
arrow key(This key does not work
located on the
in a blank field.)
numeric
keypad on
your keyboard)
[Backspace][ ¬ ] (the left arrow keyone character to the left.
on the numeric
(This key does not work
keypad)in a blank field.)
ENTERING DATAFollow these guidelines when completing the fields in a prompt:
l
l
l
l
lYou can type uppercase or lowercase letters in your entries. In this
manual, the sample entries are usually lowercase. On your screen, all
entries, except agent names, appear as uppercase, even if you typed
lowercase letters. Agent names appear in uppercase and/or lowercase
letters, exactly as typed.
Some field entries can contain numbers or special characters.
The system does not allow spaces between characters in a field; use
underscores (_) in these instances.
Press [F8] (labeled Enter Data) or [Enter] when you finish typing your
response.This tells the PC to process the data you have entered. The
cursor can be in any field when you press [F8] or [Enter]. (The instructions
in this manual usually tell you to press 
[F8] after your last entry in a
prompt. You may press either 
[F8] or [Enter], however.)
If you skip a required field in a prompt and press 
[F8] or [Enter], your PC
beeps (provided the Audible Alarm option is On), and an error message
appears.The Audible Alarm option is administered from the Set Options
screen. If you have turned off this option, your PC does not beep.
Using Your PC with CMS    3-13 
						

							EDITING DATA 
VALIDATING DATA  
USING THE HELP 
SCREENS
To
l
To
l
To
l
To
l
IMPORTANT: To cancel any prompt, press [F1] (labeled “Cancel
Prompt”) or [Delete].Any data you entered in the prompt fields are
ignored, the prompt disappears, and the function key labels change
from data entry labels to the labels for the particular CMS screen.
change a character in a field:
Move the cursor to the incorrect character and simply type another
character over it.
add characters at the end of an entry:
Press [ ® ] after the last character and type additional characters.
insert characters in an entry:
Move the cursor to the first character you want to change and retype the
entry from that character onward. You cannot use [Insert] to insert a
character between other characters.
replace a long entry with a shorter one:
Type over any characters you want to change, then press the space bar
after the last character of the new entry. The remaining characters in the
previous entry disappear. For example, to change “Joseph” to “Joe”,
move the cursor to “s”,
type “e”, and press [Space]. The letters “eph”
disappear.
CMS validates the information entered in two ways:
1 The first type of validation occurs as you type each piece of information in
a field. If you make an invalid entry (for instance, entering a letter in a
numeric field), the PC beeps, the character does not display, and the
cursor remains in the same position so you can make another entry.
2 The second type of validation occurs after you press [F8] (labeled “Enter
Datan). At this point, CMS begins to validate each field of information
from left to right. If there is an invalid entry or you left a required field
blank, the PC beeps, and an error message appears above the prompt.
The cursor returns to the first error so you can correct the entry.
You can press [F10] (labeled “Help”) on any screen to receive more
information about the function keys on that screen. To exit a Help screen and
return to your previous place, press the spacebar. If you press a labeled
function key to exit a Help screen, you will exit Help and then perform the
function of that particular function key.
3-14 Using Your PC with CMS 
						

							Section 4: Administering CMS 
						

							Overview
Administration enables you to tailor CMS for your business. The starting
point for administration is the Administration Menu, shown below. You can
get to it from the CMS Menu and from several other screens.
ADMINISTRATION MENUADMIN CMS1.O 9:35a 04/18
Administration MenuF1 Administer Stations
F2 Administer Lines, Line Groups and Announcements
F3 Agent Directory
F4 Shift Configurations
F5 Set Options
F6 Select Exception Thresholds to be Monitored
F7 Print SYSTEM 25 Administration Instructions
F8 Exit Administration (Go to CMS MENU)
F1O
- Help
F Admin F Lines/ F Agent F Config FSet F Select FS25 Admn F ExitlStations 2Line Gps 3Directry 4List 5 Options 6Exceptns 7Instrctn 8 Admin
SELECT ADMINISTRATION FUNCTION
As the list in the information area of the screen suggests, administration
involves a variety of tasks. These tasks are explained briefly in the following
list:

Identify each agent station by PDC, port number, and type of voice
terminal. Identify the PDC and port numbers of the supervisor station(s)
and PC jacks.

Identify your CMS and transfer-queue lines, and assign them to line
groups. You can also administer your voice announcement unit(s).

Enter the name and CMS ID of each agent.
        Building or Editing Shift Configurations
Assign agents to splits, and assign splits to line groups. You can also
administer Answer Delay and/or Force Delay for each split.
Overview 
4-1 
						

							l Setting Options
Tailor CMS to your business needs by defining your Service Level Limit,
Abandoned vs. Incoming Call Threshold, and Transfer Return Threshold.
You can also set your PC to beep whenever an unusual or undesirable
situation occurs. In addition, you can turn on and off a validation option
that causes CMS to perform a check of PC-Port Personal Line button
administration when call management is started.
l Selecting Exception Thresholds to be Monitored
Select the agent, split, and line group exceptions that are appropriate for
your business.
l Printing System 25 Administration Instructions
Print the instructions that the System 25 Administrator will need in order
to administer System 25 to support CMS.
l Backing Up Shift Configurations
Make a backup copy of your shift configurations in case you need to
restore your system after a problem.
4-2 Overview 
						

							The map of the CMS Administration screens in Figure 4-1 illustrates the
interrelationships of the screens used for CMS administration.
FIGURE 4-1 Menu Map for CMS Administration.
Overview 4-3 
						

							Getting Started
STARTING CMS
ADMINISTRATION
These procedures describe turning on the PC and selecting an administration
activity from the Administration Menu.
To start administering CMS:
1 Make sure the PC’s floppy drive is empty; then turn on your PC.
The AUTOEXEC.BAT file, installed on your PC’s hard disk during the
CMS installation process, causes the CMS Menu to be displayed
automatically after MS-DOS Resident Diagnostics are run. (For more
information, see “The AUTOEXEC.BAT File” in Section 3.)
NOTE: If the PC is already on and the C> prompt appears, do the
following to display the CMS menu:
a Type cd \cms and press [Enter].
b Type cms and press [Enter].
The CMS Menu, shown below, appears.
CMS MENUCMS CMS1.09:19a 04/18
CALL MANAGEMENT SYSTEM (CMS)
FOR THE
AT&T SYSTEM25 PBX
(c) 1988 by AT&T
F1 Start Call Management
F4 Administer CMS
F5 Print Reports
F8 Exit to DOS
F10 -Help
F StartF Admin
F PrintF Exit
1 Call Mgt4 CMS5 Reports8 to DOS
4-4 Getting Started 
						

							2 Press [F4] (labeled “Admin CMS”) to begin administering CMS.
The Administration Menu screen, shown below, appears.
ADMINISTRATION MENUADMIN CMS1.O 9:35a 04/18
F1
F2
F3
F4
F5
F6
F7
F8
Administration Menu
Administer Stations
Administer Lines, Line Groups and Announcements
Agent Directory
Shift Configurations
Set options
Select Exception Thresholds to be Monitored
Print SYSTEM 25 Administration Instructions
Exit Administration (Go to CMS MENU)
SELECT ADMINISTRATION FUNCTION
F1O - Help
F Admin F Lines/ F Agent F Config FSet F Select F S25 Admin F Exit
1 Stations 2 line Gps 3 Directry 4List 5 Options 6 Exceptns 7 Instrctn 8 Admin
3 Press the function key for the administration activity you want to
perform. Turn to the corresponding instructions in this section of the
manual.
Getting Started 
4-5 
						

							Administering Stations
Administering stations with the CMS PC involves:

each agent station (voice terminal)




station, or PC jack, as needed
IMPORTANT: Port number and PDC assignments are made by the
System 25 Administrator. Changes in port number and PDC
assignments should not be made without consulting the System 25
Administrator. System 25 and CMS must reflect the same
assignments of port numbers, PDCs, and voice terminal type for
correct operation of CMS. If you make any additions, deletions, or
changes when administering stations that require System 25
administration, CMS prompts you to print System 25 administration
instructions when you attempt to exit CMS administration. You must
print the System 25 administration instructions and have your System
25 Administrator administer System 25 to reflect these changes.
Otherwise, CMS may not function properly. For more information,
see “Printing Administration Instructions,” later in this section.
Pressing [F1] (labeled “Admin  Stations”) on the Administration Menu selects
the Administer Stations screen shown below.
ADMINISTER STATIONSADMIN CMS1.0 9:44a 04/19
AGENT STATIONS
PDC Port# TypePDC Port# TYPE40111101 30441111203 304402
11102 30441211204 304403 11103 30441311205 30440411104 30441411206 304405 11105 30441511207 304
406 11106 30441611208 30840711107 30441711004 304408 11108 30441811006 304409 11201 30442410902 307Other Connections41011202 304USEPDC Port #
SUPVR STA: 43011001431
11002
PC Jack CU1: 600 11003
PC Jack CU2: 601 11005
F10 - HelpF AddF Remove F ChangeF AdminF Admin
F Admin
1 Agnt Stn 2 Agnt Stn 3 Agnt Stn
5 Supervsr 6 PC Jacks8 Menu
4-6 Administering Stations