ATT System 25 Call Management System Manual

							Prompt:ADD AGENT: Last Name:First:ID:
Action:1 Enter the agent’s last name, up to 12 letters, numbers, or
special characters (such as *
or #), with no spaces between
them. The last name appears in uppercase and/or lowercase
letters, exactly as you type it.
2 Enter the agent’s first name, up to 8 letters, numbers, or
special characters, with no spaces between them. The first
name appears in uppercase and/or lowercase letters, exactly as
you type it.
3 Enter a unique agent ID, up to 5 letters or numbers. The ID
appears on the screen in uppercase letters, even if you enter
lowercase ones.
4 Press [F8] (labeled “Enter Data”).
[F2] Remove Agent
Press this function key to display the prompts that allow you to delete an
agent from CMS. To help you avoid removing an agent by accident, CMS
prompts you to confirm your request.
NOTE: Removing an agent from the Agent Directory will delete the
historical data for that agent.If you have any historical reports that
have not yet been printed, print them  
before you remove the agent.
Refer to Section 7 for information on generating CMS reports. (If you
are archiving the historical data, be sure to copy the system tables as
well as the data files. For more information, see Section 8, “Archiving
Data.”)
Prompt:
REMOVE AGENT: ID:
Action:1 Enter the ID of the agent 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”).
[F3] Change Agt Name (Change Agent Name)
Press this function key to display the prompt that allows you to change an
agent’s last name or first name in the Agent Directory. (You cannot change
an agent’s ID using this function key. To change an agent’s ID, you must
first remove the agent and then add the agent with a different ID.)
Prompt:
CHANGE AGENT NAME: ID:Last Name:First:
Creating an Agent Directoy 4-27 
						

							Action:1 Enter the agent ID as it appears on the screen.
2 Enter the new last name, or leave the field blank if you don’t
want to change it.
3 Enter the new first name, or leave the field blank if you don’t
want to change it.
4 Press [F8] (labeled “Enter Data”).
[F5] Next Page/Prev Page (Next Page/Previous Page)
If the Agent Directory contains more than 30 entries and the first page is
displayed, [F5] is labeled “Next Page.”Pressing this key allows you to look
at the second page of the Agent Directory. When the second page of the
Agent Directory is displayed, 
[F5] is labeled Prev Page, and pressing it
returns you to the first page of the Agent Directory.
[F7] Config Splits (Configure Splits)
Press this function key to display the Configure Splits screen. This function
key works only if you have already selected a particular configuration to build
or edit. If you haven’t already selected a configuration, use the Configuration
List screen to select a configuration. You can access the Configuration List
screen by pressing [F4] (labeled “Config List” ) from the Administration Menu
screen.
[F8] Admin Menu (Administration Menu)
Press this function key to return to the AdministrationMenu screen.
[F10] Help
Press this function key to view a Help screen for the Agent Directory screen.
4-28 Administering CMS 
						

							Building or Editing Shift Configurations
A shift configuration is an arrangement of line groups and agent splits for
managing calls. Before CMS can begin managing calls, you must build at
least one shift configuration. You can build as many as six configurations to
handle different calling patterns in your business. For instance, a business
may require Day, Evening, and Weekend configurations.
CMS Night Service mode (which is different from System 25 Night Service)
can be used when no agents are on duty. During Night Service, CMS
connects all incoming calls to a voice announcement unit message and
automatically disconnects the calls when the message is over. For more
information, see “Selecting Day or Night Service” in Section 5.
In a shift configuration, splits are assigned to line groups as main splits and
secondary splits. A main split has primary responsibility for answering calls
for a line group (or line groups). A secondary split answers calls to a line
group only if all agents in the main split are busy or unavailable, intraflow is
turned on, and the Intraflow Threshold has been reached. (For more
information on intraflow, see “Administering Call Flow,“  later in this section.)
In the Day configuration for Bon Voyage Travel, main splits and secondary
splits are assigned like this:
Line GroupMain SplitSecondary Split
Public linePublic TravelSupport split
groupsplit
Business lineBusiness TravelCharter Travel
groupsplitsplit
Charter lineCharter TravelBusiness Travel
groupsplitsplit
Building or Editing Shift Configurations 4-29 
						

							Administering shift configurations begins with the Configuration List screen
shown below. Pressing 
[F4] (labeled “Config List” ) from the Administration
Menu screen selects this screen.
CONIFIGURATION LISTADMIN CMS1.0 3:18p 04/18
STORED SHIFT CONFIGURATIONS
1
2
3
4
5
6—
—
—
—
—
—DAY
EVENING
WEEKEND
UNUSED
UNUSED
UNUSED
F10  - Help
F Select F SaveF Rename F ChooseF Config F Admin
1 Config 2 Config 3 Config 4 Startup
7 Screen 8 Menu
This section describes the following activities you can perform from the
Configuration List screen:
l
l
l
l
lSelecting a Shift Configuration
Select a new shift configuration to build, or change (edit) an existing one.
Saving an Edited Configuration
Store the shift configuration that was last edited.
Renaming a Shift Configuration
Name, rename, or delete a shift configuration.
Selecting a Startup Configuration
Select one of your shift configurations to be invoked automatically during
the call management startup procedure.
Returning to Other Screens
If you press [F7] (labeled “Config Screen”), you return to the
Configuration screen for the cofiguration you last selected. (The name of
that configuration is shown in reverse video on the Configuration List
screen.) If you press 
[F8] (labeled “Admin Menu”), you return to the
Administration Menu screen.
4-30 Building or Editing Shift Configurations 
						

							Building or Editing a Shift Configuration
This section describes how to build a new shift configuration or change
(edit) an existing one.Your CMS cannot manage calls while you are using
these procedures. (To edit an active shift configuration without stopping
call management, follow the instructions in “Dynamic Reconfiguration” in
Section 5.)
Building or editing a shift configuration involves these activities:
l
l
l
l
lSelecting the shift configuration you want to build or edit
Assigning agents to splits (up to 28 agents to a split, and a maximum of 28
agents to a shift configuration)
Administering call flow (assigning main and secondary splits to line
groups, administering intraflow)
Programming answer delay (the number of seconds a CMS call rings
before being connected to a voice announcement unit if no agents are
available to answer the call)
Progra
mming force delay (an optional feature that causes all callers to hear
the entire delay message, even if an agent is available).
If you haven’t already done so, plan your shift configuration on a photocopy
of a Shift Configuration Planning Form. Make a photocopy of the Shift
Configuration Planning Form found behind the “Original Forms” tab in the
CMS binder. Refer to the completed form as you administer CMS.
HINT: If you are building a shift configuration similar to an existing one, edit
the existing configuration and save the changes in an unused configuration.
For instance, if you want to create a shift configuration similar to the shift 1
configuration you have already created, edit the shift 1 configuration and save
it in a previously unused configuration number.
BUILDING OR EDITING ATo build or edit a shift configuration:
SHIFTCONFIGURATION1 Press [F1] (labeled “Select Config” ) on the Configuration List screen.
2 Respond to the prompt
SELECT CONFIGURATION: Config # (1-6):___
by entering the number of the shift configuration you want to create or
change.
3 Press [F8] (labeled “Enter Data”).
The Configuration screen appears with the shift configuration you
selected. The following example shows how the Configuration screen
looks when a configuration that has already been built is selected.
Building or Editing Shift Configurations 4-31 
						

							CONFIGURATIONADMIN CMS1.0 3:20p 04/18
AGENT SPLITSANSWER/FORCE DELAY
|--Agent--|
|--Agent--|
Num Answer ForceSplitPDCIDSplitPDCIDGroupLinesDelayDelay
1 PUBLIC
2 BUSNS
3 CHART
4 SUPPT
401
402
403
404
405
406
407
408
409
410
411
412
415
416LINDAJOELIENJENNY
SCOTT
BILLSARAHJOHNJIM
BERNE
DONALLANANDY
LOU
4 SPPT
5 -
6 -
417418424
CRAIG
BARB
CJA PUBLC
B BUSNS
C CHART
D -
9
6
5
010s
0s
5s
5sOff
On
Off
Off
CALL FLOW
Flow
|-Splits-|IntraSpl ThreshGpMainSecFlowA
B
C
D1
2
3
-4
3
2
-OnOff
Off
Off
1
2
3
4
5
650s
30s
30s
30s
30s
30s
Configuration #1 - DAY
F10 - Help
F Splits FAns/Fore F CallF ClearF Config F Admin
12 Delay3 Flow5 Config7 List 8 Menu
4-32 Building or Editing Shift Configurations 
						

							The following Configuration screen illustrates a new configuration that has
yet to be built.
The items in the following list correspond to the circled letters in the
previous screen. They show the initial settings supplied for a new
configuration.
a
b
c
d
e
f
g
Split numbers 1 through 6 are displayed in the Agent Splits area.
Split IDs will be displayed if the splits have been previously named.
Otherwise, a hyphen (-) will appear in the “Split” column.
Answer delay is set to 5 seconds.
Force delay is turned off.
Main and secondary splits are unassigned (indicated by hyphens).
Intraflow is turned off.
Intraflow thresholds are set to 30 seconds.
4 Select the activity you want to perform from the following list and then
turn to the appropriate instructions.
—Administering Splits
Add, move, or remove agents in the splits in the displayed
configuration, as well as change the split ID.
—Administering Answer Delay and Force Delay
Administer how you want CMS to answer calls with respect to the
voice announcement unit(s).
Building or Editing Shift Configurations 4-33 
						

							– Administering Call Flow
Assign splits to cover line groups, turn intraflow on or off, or set
Intraflow Thresholds for splits.
– Clearing a Configuration
Delete the contents of a configuration.
– Returning to Other Screens
Return to the Configuration List screen by pressing [F7] (labeled
“Config List” ), where you can save the configuration you have just
built or edited. Return to the Administration Menu by pressing [F8]
(labeled Admin Menu) to select another administration activity.
CONFIGURING SPLITSThe list of agents you created on the Agent Directory screen is your master list
of agents. Any agent in the Agent Directory can be assigned to a split. The
Administer Stations screen contains the master list of PDCs for agent stations.
You can assign only PDCs that appear in the Agent Stations section of the
Administer Stations screen.
Pressing 
[F1] (labeled “Splits”) from the Configuration screen selects the
Configure Splits screen shown below.
CONFIGURE SPLITSADMIN CMS1.O 3:27p 04/18
AGENT SPLITSANSWER/FORCE DELAY
x ..Agent.. xx --Agent-- xNum Answer Force
SplitDelayPDC  IDSplitPDC  IDGroupLinesDelay
1 PUBLIC401
402
403
404
405
406
407
408
409
410
411
412
415
516LINDA
JOEL
IEN
JENNY
SCOTT
BILL
SARAH
JOHN
JIM
BERNE
DON
ALLAN
ANDY
LOU
4 SUPPT417 CRAIG
418  BARB
424  CJA PUBLICB BUSNS
C CHART
D - 9
6
5
010S
0S
5S
5SOff
On
Off
Off
5 - 
6 - 
2 BUSNSCALL FLOW
Flow
Spl  Thresh3 CHARTx -Splits- x  Intra
Gp  Main  Sec  Flow
4 SUPPT
A
B
C
D1
2
3
-4
3
2On
Off
Off
Off1
2
3
4
5
 650s
30s
30s
30s
30s
 30s
Configuration #1 - DAY
F1O - Help
F AddF Remove F MoveF Replace F New
1 Agent
F Change F Config F Agent
2 Agent3 Agent
4 Agent5 Agent 6 Split ID 7 Screen 8 Directry
4-34 Building or Editing Shift Configurations 
						

							To configure splits, press the function key for the activity you want to
perform:
[F1] Add Agent
Press this function key to display the prompt that allows you to assign an
agent to a split. The agent must already be listed on the Agent Directory
screen and the station must already appear on the Administer Stations screen.
A split may have up to 28 agents.A total of 28 agents can be assigned to a
shift configuration.
HINT: If you want to add an agent who is not already in the Agent
Directory, use [F5] (labeled “New Agent”) instead of [F1].
Prompt:ADD AGENT: ID:PDC:to Split #: _
Action:1 Enter the ID of an agent listed in the Agent Directory.
2 Enter the System 25 PDC of an agent station displayed on the
Administer Stations screen.
3 Enter the split number (1 through 6).
4 Press [F8] (labeled “Enter Data”).
[F2] Remove Agent
Press this function key to display the prompts that allow you to remove an
agent from a split. (The agent will still be Listed on the Agent Directory
screen.)
Prompt:
REMOVE AGENT: ID:
Action:1 Enter the ID for the agent you want to remove.
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 Agent
Press this function key to display the prompt that allows you to move an
agent from one split to another and/or from one station to another.
Prompt:
MOVE AGENT: ID:New PDC:New Split #: _
Building or Editing Shift Configurations 4-35 
						

							Action:1 Enter the ID for the agent you want to move.
2 Enter the agent’s new PDC or leave this field blank if you
want the agent to stay at the same station.
3 Enter the agent’s new split number (1 through 6) or leave this
field blank if you want the agent to stay in the same split.
4 Press [F8] (labeled “Enter Data”).
[F4] Replace Agent
Press this function key to display the prompt that allows you to substitute
one agent for another at a particular agent station.
Prompt:
REPLACE AGENT: Remove Agent ID:and Add Agent ID:
Action:1 Enter the ID of the agent to be replaced.
2 Enter the ID of the agent you want to substitute at that
station.
3 Press [F8] (labeled “Enter Data”).
[F5] New Agent
Press this function key to display the prompt that allows you to add an agent
who is not already listed on the Agent Directory screen to a split. The agent
is simultaneously added to the split and to the Agent Directory.
Prompt:
NEW AGNT: ID:
____ Last name:First:PDC:Split#:___
Action: 1
2
3
4
5
6
Enter the agent ID, up to 5 letters or numbers. (IDs must be
unique.)
Enter the agent’s last name, up to 12 letters, numbers, or
special characters with no spaces between them.
Enter the agent’s first name, up to 8 letters, numbers, or
special characters with no spaces between them.
Enter the System 25 PDC of an agent station displayed on the
Administer Stations screen.
Enter the split number (1 through 6).
Press [F8] (labeled “Enter Data”).
[F6] Change Split ID
Press this function key to display the prompt that allows you to assign,
change, or delete the ID for a split. Split IDs carry through all shift
configurations.They make it easier to identify splits on screens and in
reports. Each split ID must be unique. However, a split and a line group can
have the same ID.
4-36 Building or Editing Shift Configurations