ATT System 25 Call Management System Manual

							This section describes the following activities which you can perform from the
Administer Stations screen:
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Adding an Agent Station
Add an agent station to CMS.
Removing an Agent Station
Take an agent station out of CMS use.
Changing Agent Station Information
Change an agent station’s port number or voice terminal type.
Administering the Supervisor Station(s)
Identify the System 25 PDC and port number of each supervisor station,
Administering PC Jacks
Identify the PDCs and port numbers for the two PC jacks.
ADMINISTER STATIONSWhen administering stations, keep the CMS Station Assignments Planning
SCREENform handy. This form includes information about your agent stations,
supervisor stations, and PC jacks.
To administer stations, press the function key for the activity you want to
perform:
[F1] Add Agnt Stn (Add Agent Station)
Press this function key to display the prompt that allows you to add an agent
station to CMS by identifying its System 25 PDC and port number, and its
voice terminal type. You must obtain the PDC and port number from the
System 25 Administrator.
Prompt:
ADD AGENT STATION: PDC:Port #:Type:
Action:1 Enter the System 25 PDC (maximum of 4 digits).
2 Enter the System 25 port number (5 digits).
3 Enter the number that corresponds to the type of voice
terminal:
302 =5-Button
303= 10-Button Hands-Free Answer on Intercom (HFAI)
304= 10-Button Built-in Speakerphone (MS)
304= 10-Button
305 =22-Button BIS (without headset)
305 = 34-Button BIS (without headset)
305 =34-Button BIS, Deluxe (without headset)
305= 34-Button BIS with Display (without headset)
305 =34-Button Deluxe BIS with Display (without headset)
307= 34-Button
307= 34-Button Deluxe
Administering Stations 4-7 
						

							308= 22-Button BIS (with headset)
308= 34-Button BIS (with headset)
308 = 34-Button BIS, Deluxe (with headset)
308= 34-Button BIS with Display (with headset)
308 =34-Button Deluxe BIS with Display (with headset)
309= 34-Button Direct Trunk Attendant Console (DTAC)
311 =Switched Loop Attendant Console, Deluxe
4 Press [F8] (labeled “Enter Data”).
[F2] Remove Agnt Stn (Remove Agent Station)
Press this function key to display the prompts that allow you to remove an
agent station from CMS.
Prompt:
REMOVE AGENT STATION: PDC:
Action:1 Enter the PDC of the agent station to be removed.
2 Press [F8] (labeled “Enter Data”).
3 When the confirmation prompt appears, type y to confirm
your request or 
n to cancel it.
4 Press [F8] (labeled Enter Data).
NOTE: Removing an agent station may cause inaccuracies in the
historical data. Therefore, if you have been managing calls with
CMS and decide to remove an agent station, print any
outstanding historical reports before you remove the agent station.
(See Section 7, “Generating CMS Reports.”) If you archive the
data, be sure to copy the old system tables, too. (For more
information, see Section 8, “Archiving Data.”)
[F3] Change Agnt Stn (Change Agent Station Information)
Press this function key to display the prompt that allows you to change an
agent station’s port number and/or voice terminal type. You cannot change
an agent station’s PDC with this function key. To change an agent station’s
PDC, you must first remove the station by pressing [F2] (labeled “Remove
Agnt Stn”), and then add the station with the correct PDC by pressing [F1]
(labeled “Add Agnt Stn”).
Prompt:
CHANGE AGENT STATION INFO: PDC:Port #:Type:
Action:1 Enter the PDC of an agent station displayed on the screen.
2 Enter the new port number. Leave the field blank if you don’t
want to change it.
3 Enter the new voice terminal type. Leave the field blank if
you don’t want to change it.
4 Press [F8] (labeled “Enter Data”).
4-8 Administering Stations 
						

							[F5] Admin Supervsr (Administer Supervisor Station)
Press this function key to display the prompt that allows you to add a
supervisor station to CMS or to change supervisor station information
displayed on the screen.You can enter data for either one or two supervisor
stations. To change a field, enter information only in the field you want to
change.
Prompt:
SUPERVISOR STATION(S): PDC:Port #:2nd PDC:2nd Port #:
Action:1 Enter the PDC for the first supervisor station.
2 Enter the System 25 port number for the first supervisor
station.
3 Enter the PDC for the second supervisor station.
4 Enter the System 25 port number for the second supervisor
station.
5 Press [F8] (labeled “Enter Data”).
[F6] Admin PC Jacks (Administer PC Jacks)
The AT&T CMS PC Interface Card in the PC has two connections (labeled
CU1 and CU2) for wiring to System 25. Use this function key to administer
the two CMS PC jacks by identifying their System 25 PDCs and port
numbers. You must obtain the PDCs and port numbers from the System 25
Administrator.
Prompt:
PC JACKS: CU1-PDC:CU1-Port#:CU2-PDC:CU2-Port#:
Action:1 Enter the PDC for PC jack CU1.
2 Enter the System 25 port number for PC jack CU1.
3 Enter the PDC for PC jack CU2.
4 Enter the System 25 port number for PC jack CU2.
5 Press [F8] (labeled “Enter Data”).
[F8] Admin Menu (Administration Menu)
Press this function key to return to the Administration Menu screen.
[F10] Help
Press this function key to view a Help screen for the Administer Stations
screen.
Administering Stations 4-9 
						

							Administering CMS Lines and Line Groups
Your CMS supports up to 28 lines, including both CMS and transfer-queue
lines. (Refer to the next section,
“Administering Transfer-Queue Lines,” for
more information.) You can arrange your lines in up to four line groups. If
you want, you can assign all your lines to a single line group.
You can also divide lines into sub-groups (for reporting purposes), and/or
assign priority to lines. The priority of a line determines its position in the
queue of calls waiting to be transferred to an agent. Calls on priority lines are
answered before older calls on non-priority lines. Priority lines are identified
by a “+” in the Priority (P) column of the Administer Line Groups screen.
Pressing [F2] (labeled “Lines/Line Gps”) on the Administration Menu screen
selects the Administer Line Groups screen, shown below. Use this screen to:
l Identify the CMS lines (Central office trunks) that are part of CMS.
l Assign CMS lines to line groups.
l Change CMS line information (including line priority).
l Assign or change line group IDs.
l Access the screen for administering transfer-queue lines.
l Access the screen for administering voice announcement units.
ADMINISTER LINE GROUPSADMIN CMS1.0 2:52p 04/18
LINE GROUPS
I -------------Line--- ”---------l I -------------Line --, ----------l
Group SbGrp Port# IDTk# Typ PGroup SbGrp Port# IDTk # Typ PA PUBLCPL 10401 L3070 3070 GC CHARTCL 10603 L1234 1234 G
PL 10402 L3071 3071 G
CL 10604 L1235 1235 G
PL 10403 L3072 3072 GCW 106O5 W3000 3000 G
PL 10404 L3073 3073 GCW 10606 W3001 3001 G
PW 10405 W4185 4185 G
CW 10607 W3002 3002 G
PW 10406 W4186 4186 G
PS 10407 S4950 4950 G + D
PS 10408 S4951 4951 G +
Q1 10701 Q500 8000 L +
B BUSNSBW 10501 W1242 1242 G
BW 10502 W1243 1243 G
BW 10503 W1244 1244 G
BW 10504 W1245 1245 G
BL 10601 L8300 8300 G
BL 10602 L8301 8301 G
F10 -HelpF Add CMS F Remove F Move CMS FChg CMS FAsgn/Chg F Admin F AdminF Admin1 Line2CMS Line 3 Line4LineInfo 5Group ID 6Xfr Que 7 Anncs8 Menu
4-10 Administering CMS Lines and Line Groups 
						

							ADMINISTER LINETo administer lines and groups:
GROUPS SCREENl
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Keep your CMS Line Groups Planning Form handy. It includes
information about each of your CMS lines and line groups.
Press the function key for the activity you want to perform.
Perform the activity according to the instructions on the following pages.
NOTE: When you add, remove, or move a line, or add, remove or change
the sub-group of a line, inaccuracies may occur in the historical data,
Therefore, if you have been managing calls with CMS and decide to make
any of the above changes, print out any outstanding historical reports
before you make the changes. (See Section 7, “Generating CMS Reports.”)
If you archive the data, be sure to copy the old system tables, too. (For
more information, see Section 8, “Archiving Data.”)
If you add or remove a CMS line, or if you change the port number, trunk
number, or line type of a CMS line, CMS prompts you to print the
System 25 Administration instructions when you attempt to exit CMS
Administration. You must print the 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 System 25 Administration Instructions,” later in
this section.
IMPORTANT: The instructions below cannot be used to administer
transfer-queue lines.To administer transfer-queue lines, press 
[F6]
(labeled “Admin Xfr Que”), and follow the instructions in the next
part of this section,
“Administering Transfer-Queue Lines.”
[F1] Add CMS Line
Press this function key to display the prompt that allows you to add a CMS
line and assign it to a line group. Obtain the port number, trunk number and
trunk type from the System 25 Administrator.
Prompt:
ADD LINE: Grp (A-D):__ SubGrp:___Port # :_______ID:______Trunk #:_______Type:
Action: 1
2
3
Enter the letter (A through D) for the line group to which you
are assigning the line.
If you want to keep track of sub-groups within a line group,
such as the WATS lines, enter up to two numbers, letters, or
special characters for the sub-group in which the line is to be
included. (You can have a maximum of seven sub-groups for
each line group.)
Otherwise, press [F6] (labeled “Next Field”) to skip the
SubGrp field.
Enter the 5-digit System 25 port number.
Administering CMS Lines and Line Groups 4-11 
						

							4 Enter a unique line ID of up to five letters or numbers to help
you identify the line. You may want to use the last four digits
of the telephone number, an ID which associates the line with
a particular line group (such as SERV1 or SALE1), or an ID
which indicates the type of line (such as WATS1).
NOTE: A CMS line ID cannot begin with the letter “Q.” Only
transfer-queue lines can have ID’s beginning with a “Q.”
5 Enter the 4- digit System 25 trunk number (0001 through 9999).
6 In the Type field, enter G for a Ground Start trunk or L for a
Loop Start trunk.
7 Press [F8] (labeled Enter Data).
NOTE: To assign priority to the line, use [F4] (labeled Chg CMS
Line Info).
[F2] Remove CMS Line
Press this function key to display the prompts that allow you to remove a
CMS line.
Prompt:
REMOVE CMS LINE: Port #:
Action:1 Enter the System 25 port number of a line displayed on the
screen.
2 Press [F8] (labeled “Enter Data”).
3 When the confirmation prompt appears, type y to confirm
your request or 
n to cancel it.
4 Press [F8] (labeled “Enter Data”).
[F3] Move CMS Line
Press this key to display the prompt that allows you to shift a line from one
line group to another.
Prompt:
MOVE CMS LINE: Line ID:to Group (A-D): _
Action:1 Enter the ID of the line to be moved.
2 Enter the letter (A through D) of the group to which the line is
to be moved.
3 Press [F8] (labeled “Enter Data”).
4-12 Administering CMS Lines and Line Groups 
						

							[F4] Chg CMS LineInfo (Change CMS Line Information)
Press this function key to display the prompts that allow you to:
l Add, delete, or change a CMS line’s sub-group
l Change the System 25 port number of a CMS line
l Change the line ID of a CMS line
l Change the System 25 trunk number of a CMS line
l Change the trunk type of a CMS line
l Turn priority on or off for a CMS line
Prompt:CHANGE CMS LINE INFORMATION: for Old Line ID:
Action:1 Enter the line ID of the line to be changed.
2 Press [F8] (labeled “Enter Data”).
A second prompt appears:
Prompt:
Line XXXXX: SbGrp:_____Prt#:ID:Trk#:______Typ:_____Pri(ON/OFF):_____
(where XXXXX is the Line ID).
Action:Enter information only in the field(s) you want to change. Leave
a field blank if you do not want to change it.
1 Enter up to two letters, numbers, or special characters for the
sub-group in which the line is to be included, or enter a
hyphen (-) if you do not want the line to be in a sub-group.
2 Enter the new 5-digit System 25 port number.
3 Enter the new line ID (up to 5 letters and/or numbers).
4 Enter the new 4-digit System 25 trunk number.
5 Enter the new trunk type, G for a Ground Start trunk or L
for a Loop Start Trunk.
6 Enter on to turn priority on for the line, or off to turn the
line priority off.
7 Press [F8] (labeled Enter Data).
Administering CMS Lines and Line Groups 4-13 
						

							[F5] Assgn/Chg Group ID (Assign/Change Group ID)
Press this function key to display the prompt that allows you to assign or
change a line group’s ID. IDs help you identify the line groups on the status
screens and reports.A line group and a split can have the same ID.
Prompt:ASSIGN/CHANGE GROUP ID: Group (A-D): _ New ID:
Action:1 Enter a line group letter (A through D).
2 Enter the new line group ID (up to 5 letters or numbers).
3 Press [F8] (labeled “Enter Data”).
[F6] Admin Xfr Que(Administer Transfer-Queue Lines)
Press this function key to display the screen you use to administer lines for
the Transfer-into-Queue feature. See the next heading in this section.
[F7] Admin Anncs (Administer Announcements)
Press this function key to display the screen you use to administer voice
announcement units. This function is described later in this section.
[F8] Admin Menu
Press this function
[F10] Help
Press this function
Groups screen.
(Administration Menu)
key to return to the Administration Menu.
key to display a Help screen for the Administer Line
4-14 Administering CMS Lines and Line Groups 
						

							Administering Transfer-Queue Lines
Each line group can have up to three transfer-queue lines assigned to it. Each
transfer-queue line is automatically assigned as a priority line. The priority
status of a transfer-queue line can only be changed from the Line Status
screen. (See “Using the Line Status Screen” in Section 5.) Transfer-queue
lines allow an agent to transfer a call to another line group’s queue. When
the call is received by that line group, it is then treated as a 
new incoming
CMS call. It is important to note that transfer-queue lines cannot be used to
make outside calls.
A Loop Start trunk port and a single-line station port are associated with each
transfer-queue line.
CMS automatically assigns each transfer-queue line a line ID that cannot be
changed. This is designated by a “Q” followed by the PDC of the single-line
station.
Pressing [F6] (labeled “Admin Xfr Que”) on the Administer Line Groups
screen selects the Administer Queued Transfer screen, shown below.
ADMIN QUEUED TRANSFERADMIN CMS1.0 2:54p 04/18
LINE GROUPS
|------------ Trunk Port ---------------|
|-Single-Line Port-|
Group SubGrp Port# IDTrk# Type PriorPort#
A PUBLICQ110701Q5008000L+10801
F10 -
Help
F Add Xfr F Remove F Move Xfr F Chg XfrF Admin
l Que Line 2 Que Line 3 Que Line 4 Que Info8 LineGrps
On this screen you can:




Administering CMS Lines and Line Groups 4-15 
						

							ADMINISTER QUEUEDTo administer transfer-queue lines:
TRANSFER SCREENl Keep the Transfer-into-Queue Planning Form handy.
l Press the function key for the activity you want to perform
NOTE: When you add, remove, or move a transfer-queue line, or add,
remove, or change the sub-group of a transfer-queue line, inaccuracies
may occur in the historical data. Therefore, if you have been managing
calls with CMS and decide to make changes to transfer-queue line
administration, print any outstanding historical reports before you make
the changes. (See Section 7,“Generating CMS Reports.”) If you archive
the data, be sure to copy the old system tables as well. (For more
information, see Section 8, “Archiving Data.”)
If you add or remove a transfer-queue line, or if you change the port or
trunk number of the associated Loop Start trunk, or the PDC or port
numbers of its associated single line station, CMS prompts you to print
System 25 administration instructions when you attempt to exit CMS
administration. You must print the 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 System 25 Instructions, ” later in this section.
[F1] Add Xfr Que Line (Add Transfer-Queue Line)
Press this function key to display the prompts that allow you to add a
transfer-queue line.
Prompt:
ADD TRUNK PORT FOR XFR QUEUE: Grp (A-D):      SubGrp:          Port #:           Trunk#:         
Action: 1
2
3
4
5
Enter the letter of the line group (A through D) to which the
transfer-queue line is to be assigned.
Enter up to two letters, numbers, or special characters for the
line sub-group in which the transfer-queue line is to be
included. Leave this field blank if there is to be no sub-group
assignment.
Enter the 5-digit System 25 port number of the trunk port
associated with the transfer-queue line.
Enter the 4-digit System 25 trunk number of the trunk port
associated with the transfer-queue line.
Press 
[F8] (labeled “Enter Data”).
After the validation check has been passed, a second prompt appears:
Prompt:ADD SINGLE-LINE PORT: PDC:Port #:
Action:1 Enter the System 25 PDC of the single-line port associated
with the transfer-queue line.
2 Enter the System 25 port number of the single-line port
associated with the transfer-queue line.
3 Press [F8] (labeled “Enter Data”).
4-16 Administering CMS Lines and Line Groups