ATT System 25 Call Management System Manual

							Prompt:CHANGE SPLIT ID: Split # (l-6):_ New Split ID:
Action:1 Enter the split number (1 through 6).
2 Enter the new split ID (up to 5 letters or numbers), or enter a
hyphen (-) to delete the split ID.
3 Press [F8] (labeled “Enter Data”).
[F7] Config Screen (Configuration Screen)
Press this function key to return to the Configuration screen.
[F8] Agent Directory (Agent Directory)
Press this function key to return to the Agent Directory screen if you need to
refer to or change agent information. Press 
[F7] on the Agent Directory
screen to return to the Configure Splits screen.
[F10] Help
Press this function key to display a Help screen for the Configure Splits
screen.
Building or Editing Shift Configurations 4-37 
						

							Administering Answer Delay and Force Delay
Pressing [F2] (labeled “Ans/Forc Delay”) from the Configuration screen
displays the Configure Delay screen, shown below.
CONFIGURE DELAYADMIN CMS1.0 3:31p 04/18
AGENT SPLITS
ANSWER/FORCE DELAY
|-Agent-|
|-Agent-|
SplitPDCIDSplitPDCIDNumLinesAnswerDelayForce
DelayGroup
1 PUBLIC
2 BUSNS
3 CHART
4 SUPPT
401
402
403
404
405
406
407
408
409
410
411
412
415
416LINDA
JOEL
IEN
JENNY
SCOTT
BILLSARAHJOHNJIM
BERNE
DONALLAN
ANDY
LOU
4 SUPPT
5 -6 -
417
418
424CRAIG
BARB
CJA PUBLC
B BUSNS
C CHARTD -
9
6
5
010s0s
5s
5sOffOnOff
Off
CALL FLOWFlow
|-Splits-|Spl Thresh
GpMainSecFlow
A
B
C
D1
2
3
-4
3
2
-On
Off
Off
Off
1
2
3
4
5
650s
30s
30s
30s
30s
30s
Configuration #1 - DAY
ANS/FORCE DELAY:
Grp (A-D):___Ans Delay (0-99 sec):___Force Delay (ON/OFF):____F Cancel
1 PromptF Previous5 FieldF Next6 FieldF Enter8 Data
From this screen, you can administer two delay options that affect the
handling of incoming calls: Answer Delay and Force Delay.
Answer Delay
The Answer Delay is the number of seconds CMS has a call wait before
connecting it to a voice announcement unit when no agents are available to
service the call. You may want to get some experience with CMS call
management before you change the answer delay from its initial setting of 5
seconds.
Think of Answer Delay as a trade-off between the time a customer spends
listening to ringing and the time the customer spends on hold. You can set a
different Answer Delay value for each line group, depending on the type of
lines in the group and the amount of time the caller is likely to wait before an
agent is available.
4-38 Building or Editing Shift Configurations 
						

							CONFIGURE DELAY
SCREEN
Consider these factors when choosing an Answer Delay value for a line
group:
l If you have toll lines (such as 800 lines), you begin paying for a call as
soon as the line is answered by CMS. If calls are likely to be on hold
before an agent is available, increasing the Answer Delay value decreases
the time on hold, and, hence, the cost of the call.
l You can increase the Answer Delay if you know callers will have to wait
for an agent. Callers may be less likely to hang up if they wait longer for
CMS to answer but spend less time on hold.
Force Delay
The Force Delay option controls the transfer of calls to and from the voice
announcement unit. If Force Delay is on, calls that arrive for a line group will
not be transferred to an agent until callers have heard the entire message,
even if an agent is available. This means that calls may be queued up waiting
to hear the delay message even when agents are available. If Force Delay is
off, they will be transferred to an agent as soon as one becomes available.
IMPORTANT: You must assign a voice announcement unit to a line
group before you can turn on Force Delay for that line group.
To administer Answer Delay or Force Delay:
Press 
[F2] (labeled “Ans/Fore Delay”) from the Configuration screen to select
this function. The screen title changes to “Configure Delay,” a box appears
around the Answer/Force Delay area of the screen and the following prompt
appears:
Prompt:
ANS/FORCE DELAY: Grp (A-D): __ Ans Delay (0-99 sec): __Force Delay (ON/OFF):___
Action:1 Enter a line group letter (A through D).
2 Enter the Answer Delay, the number of seconds (0 through 99)
you want calls to ring before CMS connects them to an
announcement unit if no agent is available to service the call.
Leave this field blank if you don’t want to change it.
The initial answer delay setting is 5 seconds, the approximate
time from the beginning of one ring to the beginning of the
next.
3 Type on to turn Force Delay on, or off to turn it off. Leave
this field blank to keep the current value. The initial setting
is off.
4 Press [F8] (labeled “Enter Data”).
Building or Editing Shift Configurations 4-39 
						

							Administering Call Flow
Administering call flow includes the following tasks:
l Assigning a main split and a secondary split (optional) for each line group
l Turning intraflow on or off for a line group
l Setting an Intraflow Threshold for each split
Intraflow is the process of transferring calls from a main split’s queue to an
available agent in the secondary split. A 
main split has primary responsibility
for answering calls for a line group (or groups). A 
secondary split covers
calls to a line group only if all the agents in the main split for that line group
are busy or unavailable, the Intraflow Threshold has been reached, and
intraflow is on.
The Intraflow Threshold is the number of seconds the oldest call in a main
split’s queue must wait before it can be sent to an available agent (if there is
one) in the secondary split. This waiting time begins when the call first rings.
However, if calls already in the secondary split’s queue have exceeded its
Intraflow Threshold, the secondary split will not accept intraflowed calls until
these queued calls have been answered. For a detailed description of how
and when calls are intraflowed, see “How Intraflow Works” later in this
section of the manual.
Consider these points when establishing your Intraflow Threshold(s):
l How long do you want your callers to wait for an agent in the main split
if there are agents available in your secondary split? (The waiting time
starts as soon as the call begins ringing.) Answering this question helps
determine a reasonable Intraflow Threshold for the main split.
l If your secondary split serves as a main split for another line group, you
may not want that split to accept intraflowed calls if it is busy with its
own calls. The secondary split’s Intraflow Threshold determines how long
its own calls may wait before the split refuses to accept intraflowed calls.
(If a secondary split is not a main split as well, you don’t need to set a
threshold for that split.)
Pressing [F3] (labeled “Call Flow”) on the Configuration screen selects the
following Configure Call Flow screen.
4-40 Building or Editing Shift Configurations 
						

							CONFIGURE CALL FLOWADMIN CMS1.0 3:32p 04/18
AGENT SPLITSANSWER/FORCE DELAY
|--Agent--|
|--Agent--|NumLinesAnswerDelayForce
DelaySplitPDCIDSplitPDCIDGroup
1 PUBLC
2 BUSNS
3 CHART
4 SUPPT401
402
403
404
405
406
407
408
409
410
411
412
415
416LINDA
JOEL
IEN
JENNY
SCOTT
BILLSARAHJOHN
JIM
BERNE
DON
ALLAN
ANDY
LOU
4 SUPPT
5 -6 -
417
418
424CRAIG
BARB
CJA PUBLC
B BUSNS
C CHART
D -
9
6
5
010s
0s
5s
5s
Off
On
Off
Off
CALL FLOWFlow
|-Splits-|
GpIntraFlowSplThresh
MainSec
A
B
C
D1
2
3
-4
3
2
-On
Off
Off
Off
1
2
3
4
5
650s
30s
30s
30s
30s
30s
Configuration #1 - DAY
F10 - Help
F Assign
1 SplitsF Flow
2 On/Off
F Set
3 Thresh
F Config
7 Screen
How Intraflow Works
This example assumes there are main and secondary splits assigned to the
line group and no agent is available in the main split. If an agent became
available at any step, CMS would immediately transfer the call to that agent.
This example also assumes that Force Delay is off.
If a call comes in and no agent is available in the main split, the call is treated
as follows:
1
2
3
4The call continues to ring for the Answer Delay interval you have
established.
CMS answers the call and connects it to the voice announcement unit for
a delay message.
NOTE: If the Answer Delay for a line group is longer than the Intraflow
Threshold for the line group’s main split, the call may be intraflowed to
the secondary split before the delay message is played.
The call is put on hold (or connected to Music-on-Hold) and is put into
the main split’s queue of waiting calls.
The call is intraflowed (sent) to an agent in the secondary split if all these
conditions are met:
- Intraflow is turned on for the call’s line group.
– The call is the oldest call eligible for intraflow to the secondary split.
- The amount of time the call has waited (that is, from the time the call
started ringing until now) has exceeded the Intraflow Threshold for
the main split.
- There is no available agent in the main split.
Building or Editing Shift Configurations 4-41 
						

							– There is an available agent in the secondary split.
CALL FLOW SCREEN
– The oldest call in the secondary split’s queue has not waited longer
than the Intraflow Threshold for the secondary split.
5 If there is no agent available in the secondary split, the call stays in the
main split’s queue.
The call will be answered by the first available agent
in either the main split or the secondary split (if the secondary split’s
Intraflow Threshold is not exceeded by another call).
To administer call flow, press the function key for the activity you want to
perform:
HINT: If you are administering call flow for a new shift configuration,
perform the activities in this order: assign splits, set thresholds, then change
intraflow.
[F1] Assign Splits
Press this function key to display the prompt that allows you to assign a main
split and, optionally, a secondary split, to a line group. Initially, all splits are
unassigned; you choose which split answers calls for each line group.
Prompt:
ASSIGN SPLITS for Call Flow: Line Group (A-D): _ Main Spiit: _ Secondary Split: _
Action:1 Enter a line group letter (A through D).
2 Enter the number of the main split number (1 through 6) that
will answer calls for the line group.
3 Enter a split number to assign to a secondary, or enter a
hyphen (-) if you do not want to assign a secondary split or if
you want to delete a previously assigned secondary split.
4 Press [F8] (labeled “Enter Data“).
[F2] Flow On/Off (Turn Intraflow On/Off)
Press this function key to display the prompt that allows you to turn intraflow
on or off for a particular line group. Each line group’s intraflow status
appears in the Intraflow column of the Call Flow area of the screen. The
initial intraflow setting for each line group is Off.
Prompt:CHANGE INTRAFLOW: Line Group (A-D):__
Action:1 Enter a line group letter (A through D).
2 Press [F8] (labeled  “Enter Data”). The intraflow designation
for that line group automatically changes from 
On to Off or
vice versa.
4-42 Building or Editing Shift Configurations 
						

							[F3] Set Thresh (Set Intraflow Threshold)
Press this function key to display the prompt that allows you to set the
Intraflow Threshold for a split. This threshold sets the number of seconds the
oldest call waits in a main split’s queue before becoming eligible for intraflow.
You need reasonable thresholds for your main splits. For more information
on choosing your thresholds, see “Administering Call Flow” earlier in this
section. The initial setting is 30 seconds.
Prompt:
SET CALL FLOW THRESHOLD: Split # (1-6):__ Threshold (0-999 sec):__
Action:1 Enter a split number (1 through 6).
2 Enter a number of seconds (0 through 999).
3 Press [F8] (labeled “Enter Data”).
[F7] Config Screen (Configuration Screen)
Press this function key to return to the Configuration screen after you have
finished administering call flow.
[F10] Help
Press this function key to display a Help screen for the Configure Call Flow
screen.
Building or Editing Shift Configurations 4-43 
						

							Clearing a Configuration
Pressing [F5] (labeled  Clear Config) on the Configuration screen displays
the prompt that allows you to clear the contents of a shift configuration. You
might want to do this if you have made several data entry errors and want to
begin again instead of making changes. If you clear the contents of the
configuration, the values on the Configuration screen return to their initial
settings.
Prompt:
CLEAR CONFIG: This deletes contents of config. Clear Config? (Y/N): __
Action:1 Type y or n.
2 Press [F8] (labeled Enter Data). If you clear the contents of
the configuration, the values on the Configuration screen
return to their initial settings.
NOTE: If you accidentally clear a configuration, you can
restore the configuration by doing the following immediately
after you’ve cleared it: Press [F7] (labeled Config List) to
select the Configuration List screen. On this screen, press 
[F1]
(labeled “Select Config”) to select a configuration. A prompt
asks if you want to save your previous editing changes (which
include clearing the configuration). Type n, and press [Enter]
to restore the cleared configuration to the state it was in the
last time it was saved.
Returning to Other Screens
You can select two other screens from the Configuration screen: the
Configuration List screen and the Administration Menu. You may want to go
to the Configuration List screen to save your new configuration or an old one
you have edited. Pressing 
[F7] (labeled Config List) selects the
Configuration List screen, from which you can:
l Select a configuration to view, build, or edit
l Save your editing changes (or save a new configuration you’ve just built)
l Rename a configuration
l Select a startup configuration
You can return to the Administration Menu from the Configuration screen by
pressing 
[F8] (labeled Admin Menu).
4-44 Building or Editing Shift Configurations 
						

							Saving an Edited (Changed) Configuration
When you build a new shift configuration or make changes in an existing
one, the word 
(edited) appears on the Configuration List screen to the left of
the configuration number. You can store the last edited configuration in a
previously unused configuration or store it in place of another configuration.
For example, you could edit configuration 1 (DAY in our example) and
replace the original with the updated copy. If, on the other hand, you want
to keep the original configuration 1 as well as the edited copy, store the copy
in an unused configuration number.
Pressing 
[F2] (labeled  Save Config ) on the Configuration List screen
displays the prompts that allow you to save the last selected configuration.
The name of the configuration is highlighted. If you edit the selected
configuration, the word (edited) appears to the left of the configuration name.
Prompt:SAVE CONFIGURATION: in Config #:__
Action:1 Press [F8] (labeled “Enter Data”) to save the edited
configuration under the same configuration name and number
as the original (in other words, to replace
updated copy).
or
Enter a configuration number, then pressthe original with the[F8] (labeled “Enter
Data”) to save the edited configuration under a different
configuration number.
A second prompt appears:
SAVE CONFIGURATION: Replace Contents of Config #X - NAME? (Y/N):__
The number of the configuration (X) you want to replace and
its name (NAME) appear in this prompt.
2 Type y to confirm your request or n to cancel it; then press
[F8] (labeled Enter Data).
IMPORTANT: If you accidentally cleared a configuration with [F5]
(labeled “Clear Config”) on the Configuration List screen, do not press
[F2] (labeled “Save Config”) on the Configuration List screen. For
information on restoring a configuration that has been accidentally
cleared,  see  Clearing a Configuration earlier in this section.
Building or Editing Shift Configurations 4-45 
						

							Renaming a Shift Configuration
To name or rename a configuration, press [F3] (labeled “Rename Config” ) on
the Configuration List screen.
Configuration names can contain up to 10
letters, numbers, or special characters. Spaces are not allowed, so you may
want to use hyphens or underlines instead. Renaming a configuration
UNUSED, will clear the configuration.
Prompt:
RENAME CONFIGURATION: Config # (1-6): _ New Name:
Action:1
2
3Enter the configuration number (1 through 6).
Enter the new name (up to 10 letters, numbers, or special
characters).
NOTE: A startup configuration cannot be renamed
“UNUSED,” and results in an error message if you attempt to
do so.
Press 
[F8] (labeled “Enter Data”).
Selecting a Startup Configuration
You can select one of the six shift configurations to be invoked automatically
during the CMS call management startup procedure. Don’t select a startup
configuration, however, if you want to choose a configuration each time you
begin call management.
Press 
[F4] (labeled “Choose Startup”) on the Configuration List screen to
choose this activity.
Prompt:
CHOOSE STARTUP CONFIGURATION: Config # (1-6 or ‘-’ for none):___
Action:1 Enter the number of the configuration you want to use as the
startup configuration, or enter a hyphen (-) if you don’t want a
startup configuration.
2 Press [F8] (labeled “Enter Data”). The word (Startup) appears
to the right of the configuration you selected.
4-46 Administering CMS