ATT System 25 Call Management System Manual

							[F2] Remove Que Line (Remove Transfer-Queue Line)
Press this function key to display the prompts that allow you to remove
a transfer-queue line. The information for both the trunk port and the
single-line station port associated with the transfer-queue line is removed
when you use this function.
Prompt:REMOVE TRANSFER QUEUE LINE: Port #:
Action:1 Enter the port number of the trunk associated with the
transfer-queue line.
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 Xfr Que Line (Move Transfer-Queue Line)
Press this function key to display the prompt that allows you to move the
transfer-queue line to a different line group.
Prompt:
MOVE TRANSFER QUEUE LINE: ID:to Group (A-D):___
Action:1 Enter the ID of the transfer-queue line to be moved.
2 Enter the letter of the line group (A through D) to which the
line is to be moved.
3 Press [F8] (labeled “Enter Data”).
[F4] Chg Xfr Que Info (Change Transfer-Queue Line Information)
Press this function key to display the prompt that allows you to:
l
l
l
l
lChange the sub-group of the transfer-queue line
Change the System 25 port number of the trunk port associated with the
transfer-queue line
Change the System 25 trunk number of the trunk port associated with the
transfer-queue line
Change the PDC of the single-line port associated with the transfer-queue
line
Change the System 25 port number of the single-line port associated with
the transfer-queue line
NOTE: If you need to change the priority status of a transfer-queue line,
you must do so from the Line Status screen. See “Using the Line Status
Screen” in Section 5.
Administering CMS Lines and Line Groups 4-17 
						

							Prompt:
CHG INFO: ID:SbGrp:  Tk Prt#:Trk#: PDC: 
SL Prt#:    
Action:You must enter the ID; the other fields are optional. 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 the line ID of the transfer-queue line.
2 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.
3 Enter the new System 25 port number for the associated trunk
port.
4 Enter the new System 25 trunk number for the associated
trunk port.
5 Enter the new PDC for the single-line port.
6 Enter the new System 25 port number for the single-line port.
7 Press [F8] (labeled “Enter Data”).
[F8] Admin LineGrps (Administer Line Groups)
Press this function key to return to the Administer Line Groups screen.
[F10] Help
Press this function key to view a Help screen for the Administer Queued
Transfer screen.
4-18 Administering CMS Lines and Line Groups 
						

							Administering Announcements
Your CMS supports up to four voice announcement units for providing delay
messages to callers.The voice announcement units are connected to System
25 ports and have PDCs associated with them.
To administer voice announcement units, press [F7] (labeled “Admin Anncs”)
on the Administer Line Groups screen. The Administer Announcement
screen, shown below, appears.
ADMINISTER ANNOUNCEMENTADMIN CMS1.0 2:57p 04/18
PDC
F10 - HelpF AddF Remove F Change
F Assign F AdminF Adminl Annc 2 Annc 3 Annc6 Anncs 7 lineGrps 8 Menu
ADMINISTER ANNOUNCEMENTS
ANNC ID
PORT#
1PUBLIC
10802
2BUSINES10803
3CHARTER10804
4
610
611
612
With this screen you can:
l
l
l
lAdd an announcement unit by entering its announcement ID, System 25
port number, and PDC
Remove an announcement unit
Change the information (announcement ID, port number, or PDC)
pertaining to an announcement unit
Access the screen used to assign announcements to line groups, specify
the message length of each announcement unit, and put an
announcement unit in or out of service
You can return to the Administer Line Groups screen or Administration
Menu from the Administer Announcement screen by pressing [F7] or [F8] ,
respectively.
NOTE: The following require System 25 administration:
– Adding a voice announcement unit
– Removing a voice announcement unit
– Changing the PDC or port number of a voice announcement unit
Administering CMS Lines and Line Groups 4-19 
						

							If you make any changes listed in the above Note and attempt to exit CMS
administration, you are prompted to print the System 25 administration
instructions. Print the instructions and have the System 25 Administrator
make the appropriate changes.
For more information, see “Printing System
25 Administration Instructions, ” later in this section.
ADMINISTERTo administer announcements, press the function key for the activity you
ANNOUNCEMENT SCREENwant to perform:
[F1] Add Annc (Add Announcement)
Press this function key to display the prompt that allows you to add a voice
announcement unit to CMS. Obtain the port number and PDC for the new
unit from the System 25 Administrator.
When you add an announcement unit, a warning appears indicating that
System 25 administration is necessary.
Prompt:ADD ANNOUNCEMENT: Anne ID:Port #:PDC:_______
Action:1 Enter a unique announcement ID (up to seven letters or
numbers) for the voice announcement unit.
Depending on your type of business and number of
announcement units, you may want to use an ID describing
the type of message on that unit. For instance, the
announcement unit with the ID SALES might have a message
advertising a seasonal special. The announcement unit with
the ID ACCTNO might have a message requesting customers
to have their account numbers ready.
2 Enter the System 25 port number.
3 Enter the PDC.
4 Press [F8] (labeled “Enter Data”).
[F2] Remove Annc (Remove Announcement)
Press this function key to display the prompts that allow you to remove a
voice announcement unit from CMS. If you remove a voice announcement
unit and no other unit is assigned to handle calls on that line group, the
callers to that line group hear ringing until an agent answers.
Prompt:REMOVE ANNOUNCEMENT: Announcement Number___
Action:1 Enter the number of the announcement unit (1 through 4).
2 Press [F8] (labeled “Enter Data”).
3 When the confirmation prompt appears, type y to confirm or
n to cancel your request.
4 Press [F8] (labeled “Enter Data”).
4-20 Administering CMS Lines and Line Groups 
						

							[F3] Change Annc (Change Announcement Information)
Press this function key to display the prompt that allows you to update or
correct the ID, System 25 port number, or PDC for a voice announcement
unit. Unless you are correcting a typing error, changing a port number or
PDC also requires System 25 administration.
Prompt:
CHANGE ANNC INFO: Annc #:__ Annc ID:Port #:PDC:
Action: 1
2
3
4
5
NOTE:
Enter the number of the announcement unit you want to
change (1 through 4).
Enter the new announcement ID or leave the field blank if you
don’t want to change it.
Enter the new System 25 port number or leave the field blank
if you don’t want to change it.
Enter the new System 25 PDC or leave the field blank if you
don’t want to change it.
Press [F8] (labeled “Enter Data”).
If you enter an announcement number and press [F8] without
changing the information in any field, the data for that voice
announcement unit stay the same.
[F6] Assign Anncs (Assign Announcements)
See the following heading “Assigning Announcements.”
[F7] Admin LineGrps (Administer Line Groups)
Press this function key to return to the Administer Line Groups screen.
[F8] Admin Menu (Administration Menu)
Press this function key to return to the Administration Menu.
[F10] Help
Press this function key to view a Help screen for the Administer
Announcement screen.
Administering CMS Lines and Line Groups4-21 
						

							Assigning Announcements
Certain information about the daily use of voice announcement units is
administered from the Assign Announcement screen. To reach the Assign
Announcement screen, you must first select an announcement from the Select
Announcement screen. Press 
[F6] (labeled “Assign Anncs”) on the
Administer Announcement screen to reach the Select Announcement screen,
shown below.
SELECT ANNOUNCEMENTADMIN CMS1.O 3:07p 04/18
ANNOUNCEMENT ASSIGNMENTS
MAX MSG ANNC LINE GP A LINE GP B LINE GP C LINE GP D
ANNC# ANNC ID LENGTH CONDTN PUBLIC BUSNS CHART -
1PUBIC18 sec REMVDx
2
BUSINES15 sec AVAIL -x
3
CHARTER13 sec AVAIL -x
4
F1O - Help
F SelectF Admin
l Annc8 Anncs
SELECT ANNOUNCEMENT To select an announcement from the Select Announcement screen:
SCREEN1 Press [F1] (labeled “Select Annc”) to select a particular voice
announcement unit.
The following prompt appears:
SELECT ANNOUNCEMENT: Announcement Number____
2 Enter the number of the voice announcement unit and press [F8] (labeled
“Enter Data”).
4-22 Administering CMS Lines and Line Groups 
						

							A box appears around the data for the voice announcement unit you
selected, and the screen title changes to Assign Announcement, and the
function keys are relabeled as shown below.
ASSIGN ANNOUNCEMENTADMIN CMS1.0 3:07p 04/18
ANNOUNCEMENT ASSIGNMENTS
MAX MSGANNCLINE GP ALINE GP BLINE GP CLINE GP D
ANNC# ANNC ID LENGTH CONDTN PUBLC BUSNS CHART -
1PUBLIC18 sec REMVDx
2BUSINES15 sec AVAIL -x
3CHARTER13 sec AVAIL -x
4
F1O- Help
F Select F Chg Max FChange FLn Gp A FLn Gp B FLn Gp C FLn Gp DF Admin
l Annc 2 Msg Len 3Condtn 4 Asgn/Rmv 5 Asgn/Rmv 6 Asgn/Rmv 7 Asgn/Rmv 8 Anncs
ASSIGN ANNOUNCEMENT
SCREENThe activities you can perform from the Assign Announcement screen are:
l Indicating the maximum length of the Day Service message on a voice
announcement unit
l Changing the condition (available, broken, or removed) of a voice
announcement unit in order to put it in or out of service.
l Assigning a voice announcement unit to one or more line groups
Press the function key for the activity you want to perform. Descriptions of
the functions keys begin below.
[F1] Select Annc (Select Announcement)
Press this function key to display the prompt that allows you to select a
different voice announcement unit.
Prompt:
SELECT ANNOUNCEMENT: Announcement Number: ____
Action:1 Enter the number of a voice announcement unit (1 through 4).
2 Press [F8] (labeled “Enter Data”) .
Administering CMS Lines and Line Groups 4-23 
						

							[F2] Chg Max Msg Len (Change Maximum Message Length)
The CMS software uses the maximum message length field to determine if
each voice announcement unit is hanging up after playing the Day Service
delay message. When you first administer an announcement, CMS gives this
field an initial setting of 10 seconds.
To determine the maximum message length of your Day Service message,
time the period beginning when the voice announcement unit answers the
call and ending when the voice announcement unit disconnects from the call.
NOTE: If the maximum message length you enter is less than the
actual Day Service delay message, CMS will indicate that the voice
announcement unit is broken when it is actually working properly.
Prompt:
Maximum Message Length in Seconds (1-999):____
Action:1 Enter the maximum message length in seconds.
2 Press [F8] (labeled “Enter Data”).
IMPORTANT: When recording an announcement, leave three to four
seconds of silence at the beginning of the message to allow time for
CMS to connect the caller to the voice announcement unit.
Remember to include this time in the maximum message length.
[F3] Change Condtn (Change Announcement Condition)
The ANNC CONDTN column on the Assign Announcement screen contains
an entry for each voice announcement unit that has been administered. The
entries are BROKN (broken), REMVD (removed), or AVAIL (available). Only
CMS can change the entry to BROKN. CMS automatically changes the
Announcement Condition field to BROKN if it detects a problem with the
associated voice announcement unit.
To remove an announcement unit from service (for instance, to change the
message or repair the unit), press the Change Announcement Condition
function key to change the Announcement Condition field to REMVD. Calls
are not transferred to announcement units that are broken or removed. You
also use the Change Announcement Condition function key to indicate an
announcement unit is available (AVAIL), that is, back in service and ready to
receive calls.
Press 
[F3] (labeled “Change Condtn”) until the condition you want appears.
[F4] Ln Gp A Asgn/Rmv (Line Group A Assign/Remove)
[F5] Ln Gp B Asgn/Rmv (Line Group B Assign/Remove)
[F6] Ln Gp C Asgn/Rmv (Line Group C Assign/Remove)
[F7] Ln Gp D Asgn/Rmv (Line Group D Assign/Remove)
Use these function keys to assign a voice announcement unit to one or more
line groups. You also use these keys to remove voice announcement units
that have been previously assigned to a line group.
4-24 Administering CMS Lines and Line Groups 
						

							An X in the line group column for an
unit is assigned to that line group. A
assigned to that line group.announcement unit indicates that the
hyphen (-) indicates the unit is not
To assign a voice announcement unit to a line group (or remove it from that
group) press the appropriate function key. As you press the function key, the
mark in the column toggles between “X” and “-”.
[F8] Admin Anncs (Administer Announcements)
Press this function key to return to the Administer Announcement screen.
[F10] Help
Press this function key to view a Help screen for the Assign Announcement
screen.
Administering CMS Lines and Line Groups 4-25 
						

							Creating an Agent Directory
The Agent Directory screen contains a master list of CMS agents. It lists all
CMS agents alphabetically by last name.
Each CMS agent needs a unique ID of up to 5 characters. You use this ID
when you add, remove, or move an agent. Agents are also identified by ID
in exception messages.You can assign up to 60 agent IDs. However, only 28
agents can be assigned to a single shift configuration.
Pressing [F3] (labeled “Agent Directry”) from the Administration Menu screen
selects the Agent Directory screen, shown below. Use this screen to add
agents, remove agents, or edit agent information.
AGENT DIRECTORYADMIN CMS1.0 2:31p 04/18
AGENT DIRECTORY
Last Name  First  IDLast Name  First  ID
AbellBeckman
Brown
ChuDumbraFangFenton
Garcia
Gerkensmier
JohnsonKesslering
Leonard
Lindquist
Lindquist
Mack
Mary-AnnJimAllan
David
Marie
John
Scott
Jose
Otto
Andrew
Ana
MichaelHal
Hal
Joel
MARYAJIMALLANDAVEMARIEJOHNSCOTTJOSE
OTTO
ANDY
ANA
MIKE
HAL1HAL2
JOEL
Manetta
Masson
Ong
Oplach
Reicheg
Rowlinson
SeilerSiegl
Smith
SonSticklerVaiter
Walsh
Woll
YangJane
William
Ien
Joseph
LouisDonLindaLawrence
Bernard
SarahCraigBarbaraJenniferHarveyCJ
JANE
BILL
IEN
JOE
LOU
DON
LINDA
LARRY
BERNE
SARAH
CRAIG
BARB
JENNY
HARVCJ
F1O - HelpF AddF Remove F ChangeF NextF Config F Admin
1 Agent2 Agent3 Agt Name5 Page7 Splits 8 Menu
USING THE AGENTTo use the Agent Directory screen, press the function key for the activity you
DIRECTORY SCREENwant to perform:
[F1] Add Agent
Use this function key to add new agents to the Agent Directory. This activity
does not add agents to an active configuration; it merely identifies them in
the Agent Directory.
HINT: If any agent is regularly assigned to more than one split, create more
than one entry for the agent in the Agent Directory. Enter the agent with a
different ID for each split. Then use the appropriate ID when you add the
agent to a split. The different IDs permit separate tracking of the
agent’s statistics in each split. For example, Hal works in split 1 sometimes
and in split 2 other times. Hal’s supervisor added him to the directory once
with the ID HAL1 and again as HAL2.
4-26 Creating an Agent Directory