AT&T Call Management System Manual de instrucciones

Call Management Systemfor MERLIN LEGEND™ Communications SystemInstallation and SystemProgramming Guide

About This GuideThis guide explains how to install, program, and test the Call ManagementSystem (CMS) on the MERLIN LEGEND™ Communications System. Wh

Building a Shift ConfigurationSelecting a ConfigurationThe first step in building a shift configuration is to select the configuration.For an initial

Building a Shift Configuration.Bon Voyage TravelADMIN CMS R3.0 8:00p 03/04AGENT SPLITSLINE GROUP OPTIONS—Agent——Agent— Num Answer Force Auto❘ ❘Split❘

Building a Shift Configuration1.2.3.4.5.6.7.8.9.10.From the Configuration screen, press [F1] (Splits) to highlight the AgentSplits screen for Configur

Building a Shift ConfigurationBon Voyage TravelAGENT SPLITS—Agent——Agent—Split❘Pos ID❘❘SplitP OS ID1 PERS16 TOM3 CORP 37 IKE17 CLIFF39 TINA19 ERNIE40

Building a Shift ConfigurationProgramming Line Group OptionsThe next step in programming the shift configuration is to set options thataffect line gro

Building a Shift Configuration2. To change the Answer Delay, press [F1] (Answer Delay).The editing function keys replace the screen’s function keys,

Building a Shift Configuration11. Enter the group letter and the number of seconds for the ACW to be ineffect.12. Press [F8] (Enter Data) to save

Building a Shift ConfigurationBon Voyage TravelDAYCMS R3.08:35p 03/04AGENT SPLITSLINE GROUP OPTIONS—Agent——Agent—Num Answer Force AutoSplit❘ ❘Pos IDSp

Building a Shift Configuration2.3.4.Enter the information for a line group. If no secondary split is identified,type a hyphen in that field.Press [F8]

Building a Shift ConfigurationSetting the IntraflowThreshold (Optional)The initial setting for the intraflow threshold is 30 seconds for each agent sp

About This GuideDocumentation ConventionsSeveral special symbols and typefaces appear in this guide. For example,keys that appear on your keyboard are

Building a Shift ConfigurationCHANGE ALL-RING OPERATION:Split #:_2. Enter the number of a split assigned All-Ring operation.3. Press [F8] (Enter D

Building a Shift Configuration3. Enter the configuration’s number and the new configuration name.4. Press [F8] (Enter Data) to save the name.The

Building a Shift Configuration5. Press [F8] three times to exit to DOS (from the CMS Main Menu).The c> prompt should appear.NOTE:If you exit the

Building a Shift ConfigurationThe Initialization screen (Figure 6-6) appears while the system completes theStart-Up Test.Bon Voyage TravelDAYCMS R3.0

Testing CMSBefore starting Call Management, you should test the system. Five tests,listed below, ensure that all parts of CMS are working correctly. F

Testing CMSStartup TestThe Startup Test is the sequence of steps CMS goes through each time thesystem starts up. By performing this test now, you can

Testing CMSLine Status TestThe Line Status Test verifies that the lines assigned to CMS are correctlyidentified and programmed. It compares the CMS su

Testing CMSc. Press the Speaker button again (or hang up the handset).The line’s status, as shown on the Line Status screen, changes fromCnct to I

Testing CMSb. Reassign the lines in the exact order indicated on the Line ButtonPlanning Form.Return to the CMS Main Menu to complete the Agent Stat

Testing CMS.5.6.Have the agent stay on the line beyond the Abandoned Call Threshold(the number of seconds in the Abandon Delay column) and then hangup

About This GuideRelated DocumentsOther documents are available to help you setup, use, and maintain CMS withthe MERLIN LEGEND system. These documents

Testing CMSYou should hear ringing followed by the delay message.If you At thedon’t hear the message:Make sure the voice announcement unit is connect

Testing CMSTo perform the test:1.2.3.4.In the Line Group Information area in the top half of the System Statusscreen, locate the line group that has y

Customizing CMSBeyond the basic programming required to get CMS up and running, you cancustomize CMS by changing other program settings. One way to cu

Customizing CMSGetting StartedTo change the system options, use the Set Options screen. To display thisscreen:1. On the CMS Main Menu, press [F4] to

Customizing CMSSetting CMS System OptionsService Level LimitThe Service Level Limit is the maximum amount of time an incoming callshould ring before b

Customizing CMS3. Press [F8] (Enter Data) to save the entry.The prompt disappears, the screen’s function keys replace the editing functionkeys, and

Customizing CMSBusiness NameThe Business Name appears on all CMS screens and printed reports. Toenter a Business Name, complete these steps:1. Press

TroubleshootingThis chapter suggests corrective action for problems that may occur withCMS. You should use this chapter whenever you detect a problem

TroubleshootingSolutions to other problems you may experience are also grouped by type: Call Management Problems, such as incoming calls not being

TroubleshootingERROR--CMS Card Faulty or Not Found.CMS Cannot Manage Calls.Status Indicator: CU 1 (flashing) and CU 2 (on steady)Audible Signal: A

About This GuideDocumentCMSPlanning Guide and FormsSupervisor’s GuideUser’s Quick Reference (packages of 15)MERLIN LEGEND Communications SystemPBX Sys

TroubleshootingERROR--CU1 Faulty or Disconnected. CMS Cannot Manage Calls.Status Indicator: CU 1 (flashing)Audible Signal: A single short beep fro

TroubleshootingThe cable is faulty.1.Reverse the cables plugged into the CU1and CU2 ports on the CMS PC. If theCU1 indicator on the screen stops flash

TroubleshootingERROR--No Configuration Found. ADMINISTER System.Effect on Call Management: CMS cannot manage calls until this problemis corrected. S

TroubleshootingWarning MessagesWhile problems that generate warning messages do not prevent CMS frommanaging calls, they do adversely affect call mana

Troubleshootingand CU2 ports on the PC. If the CU2indicator stops and the CU1 indicatorappears, the CU2 jack on the CMS cardis not faulty.2. Return

TroubleshootingThe message was lost due 1. Make sure the battery is turned on.to a power outage.2. Record the message again.Message 2 is selected,

TroubleshootingWARNING--No Main Split Assigned to One or More Line Groups.Effect on Call Management: Calls coming in on lines with no main splitsass

TroubleshootingWARNING--One or More Line Groups has No Lines.Effect on Call Management: Calls cannot come into a line group with nolines.Possible Ca

TroubleshootingWARNING--One or More Main or Secondary Splits Has No Agent.Effect on Data Collection:If both the main and secondary splits assigned t

TroubleshootingPossible CauseCorrective ActionPrinter is not in “on-line” orPut printer in “on-line” or “ready” status.“ready” status.The printer is n

About This GuideAgents and Agent SplitsIncoming calls are answered by agents who are assigned to agent splits. Asplit is a team of agents who handle t

Troubleshooting.System ErrorsWhile CMS is managing calls, messages beginning with SYSERR may appearon the error line of a status screen and also on th

Troubleshooting.If CMS has Stopped Managing Calls1. Try to view the Events Log screen to see what sequence of error mes-sages was generated.2. Rebo

TroubleshootingOther MessagesPrinter Not Ready. (When Printer Ready, Select a LabeledFunction Key.)Status Indicator: Don’tPrtScEffect on Call Manage

TroubleshootingNOTE:If the problem is corrected, you should see the messagePrinter Now ReadyIf you do not see this message, try correcting the problem

TroubleshootingOther ProblemsCall Management ProblemsPROBLEM: The PC stops functioning, and call management stops, but nomessage appears on the screen

TroubleshootingPROBLEM: The PC stops, restarts, and displays the CMS Main Menu.Effect on Call Management: Call management stops, but should resume

TroubleshootingYou pressed [Pause].Press any key to continue.You pressed [CTRL] + ❑Press the reset button to restart CMS.or [CTRL] + [BREAK].CPROBLEM:

TroubleshootingAgent ProblemsPROBLEM: An agent is not receiving any CMS calls.Possible CauseCorrective ActionThe agent isn’t using theCheck the Spli

TroubleshootingPROBLEM: An agent is receiving the CMS calls for a different split.Possible CauseCorrective ActionThe agent is assigned to Reassign t

TroubleshootingPROBLEM: An agent’s telephone rings when the call is for another agent,or it rings once and stops.Possible CauseCorrective ActionThe

About This GuideAfter-Call-Work (ACW) StateWhen agents need time to complete work on their most recent CMS call(such as processing an order or updatin

TroubleshootingPROBLEM: Agents stationed close to each other have trouble determiningwhose telephone is ringing.Possible CauseCorrective ActionThe ag

TroubleshootingPROBLEM: Agent telephones ring part of one ring each time a call arrives.Possible CauseCorrective ActionLines are not set to NoSet li

TroubleshootingPROBLEM: External Alert stays on after all exceptions to which it has beenassigned have been brought below the exception thresholds.P

TroubleshootingFallback PlanDuring normal operation, the CMS PC distributes all CMS calls to CMSagents. However, if the CMS PC malfunctions, the CMS f

Guide to CMS ScreensThe menu maps in Figures A-1 and A-2 illustrate the hierarchy of CMSscreens. Figure A-1 shows the relationship between the program

Appendix A: Guide to CMS ScreensCMS MENUSTART CALLADMINISTRATIONPRINTMANAGEMENTMENUREPORTSSTORED SHIFTAGENTCONFIGURATIONSDIRECTORYCONFIGURATIONAGENTSP

Appendix A: Guide to CMS ScreensCMS MAIN MENUF1F4F5START CALLADMINISTRATIONREPORTMANAGEMENTMENUMENUF1AGENT SPLITSUMMARYDAILYCUMULATIVEINITIALIZESTORED

Upgrade InformationAlthough MERLIN LEGEND CMS uses the enhanced capability of theMERLIN LEGEND Communications System, CMS works much the same asCMS fo

UpgradeInformationTable B-1. Upgrading from MERLIN CMSHardware MERLINMERLIN IIMERLIN II CMSand FilesCMSCMSFeature Module 2PCkeepkeepkeepOperating Syst

MERLIN LEGENDCMS Factory SettingsSeveral of the MERLIN LEGEND programming options have been set at thefactory before shipping. Some of those settings

About This Guide3. If no agent is available, CMS waits a certain number of seconds, thenanswers the call and connects it to a delay message. The len

MERLIN LEGEND CMS Factory SettingsTable C-1. MERLIN LEGEND Factory Settings (for CMS)Programming OptionFactory SettingPageSystem ModeRenumber SystemLo

GlossaryAbandonedCallAbandonedCall ThresholdACD(Automatic CallDistributor)ACD CallACW (After-Call-Work)StateA call that comes into CMS but is disconne

GlossaryAgent PositionAgent SplitAlertAll-RingOperationAnswer DelayAuto ACW(AutomaticAfter-Call-Work)StateThe 2-digit LEGEND system extension number f

GlossaryInside Auto DialButtonAvailable StateButton Accessto Line PoolsCMS Hold TimeCompleted CallConfiguration,ShiftA telephone button that has been

GlossaryDial Access toOne of two optional settings for a LEGEND systemLine Poolswith pooled lines that determine how users accessline pools. With Dial

GlossaryFactory SettingForce DelayIntraflowIntraflowThresholdJack, ControlUnitgrammed for All-Ring operation or exception thres-holds by line button n

GlossaryLine Group A group of interchangeable telephone lines onwhich CMS calls can be answered by the sameteam of agents.Logged Out A state in which

GlossaryRingingagent’s position is automatically put into the loggedout state.Two types of ringing are important to CMS: initialringing occurs during

GlossaryService LevelService LevelLimitServiced CallShiftConfigurationSplit, AgentSupervisoryLogin/LogoutTransfer-to-Queue(routed automatically) to av

GlossaryTransfer-to-SplitTransfer ReturnIntervaljack, which is assigned to a CMS line group.Transferred calls are treated as new CMS calls;CMS distrib

Programming the MERLINLEGEND System for CMSFor CMS to work correctly, you must program certain MERLIN LEGENDsystem settings, features, and options cor

IndexAAbandoned call thresholdprogramming, 8-3ACW buttonassigning to agent, 1-23Agent Assist buttonassigning to agent, 1-33Agent directorycreating, 5-

DGDelay message lengthprogramming, 8-4EEditing data, 4-8Editing function keys, 4-7Editing prompt, 4-6HEntering data, 4-5Error messages, 9-2 to 9-6Exit

view-only monitor, 2-15Voice Announcement Unit, 2-14Intraflowturning on and off, 6-11Intraflow thresholdprogramming, 6-12MERLIN LEGEND planning forms,

SScreensCMS management, A-3CMS programming, A-2Secondary splitsassigning, 6-10Service level limitprogramming, 8-3Shift configurationbuilding, 6-1 to 6

VVDC 600 boardsetting DIP switches, 2-11Video splitterinstalling, 2-15View-only monitorinstalling, 2-15Voice Announcement Unitinstalling, 2-14WWarning

FCC Notificationand Repair InformationThis equipment is registered with the Federal Communications Commission(FCC) in accordance with Part 68 of its r

FCC Notification and Repair InformationYour local telephone company may make changes in its facilities, equipment,operations, or procedures that affec

Programming the MERLIN LEGEND System for CMSBefore You BeginThe MERLIN LEGEND system planning forms include all the items requiredfor CMS, as recorded

Programming the MERLIN LEGEND System for CMSStepMLX-20LPC1. Display system program-MenuType SPMming menuSysprog[ [ ↵ ↵ ]]Exit[ [ ↵ ↵ ]][F1][F5]In the

Copyright© 1991 AT&TAT&T 585-214-010All Rights ReservedIssue 1Printed in U.S.A.October 1991NoticeEvery effort was made to ensure that the info

Programming the MERLIN LEGEND Sytem for CMScan restore the original settings from the backup. After completing MERLINLEGEND programming, backup the ME

Programming the MERLIN LEGEND System for CMS2.Specify key modeKey[F1]orororhybrid/PBX modeand save entryHybrid/PBX[F2]Enter[F10]The system will restar

Programming the MERLIN LEGEND System for CMSNOTE:If Form 2a does not show that any extensions are to be renumbered, skip theremainder of this section

Programming the MERLIN LEGEND System for CMS4.Enter the new 2-digit, 3-Dial extensionType extensiondigit, or 4-digit extensionEnter[F10]number for the

Programming the MERLIN LEGEND System for CMS.4. Enter the new 2-digit, 3-digit, or 4-digit extensionnumber.Repeat steps 2-4 foreach extension.Dial

Programming the MERLIN LEGEND System for CMSTransfer AudibleThe Transfer Audible feature defines what a caller hears when his or her callis transferre

Programming the MERLIN LEGEND System for CMSSetting Up Lines,Trunks, and Pools for CMSFor CMS to function properly, all CMS lines or trunks must be as

Programming the MERLIN LEGEND System for CMS— For logical IDs 41-60Lines 41-60[F3]— For logical IDs 61-80Lines 61-80[F4]4.Remove each CMSPress line bu

Programming the MERLIN LEGEND System for CMSStepMLX-20LPC1.Display AssignExtensions[F6]Lines/Trunks screenLinesTrunks[F1]Identify the first exten-Dial

Programming the MERLIN LEGEND System for CMSProgram T1 LinesIf the MERLIN LEGEND system has 100D (DS1) modules with T1 lines to beused by CMS, you mus

ContentsAbout This Guidexi Documentation Conventionsxi Related DocumentsxiiiHow to Order Documentationxiii Basic Terms and Key Conceptsxiv1Programm

Programming the MERLIN LEGEND System for CMSRepeat for each channel5.Exit to System Program-Exit[F5]mingExit[F5]Program Loop-Start LinesIf the Central

Programming the MERLIN LEGEND System for CMSSetting Up the Operator PositionsCMS requires three operator positions—two for the CMS PC (ports CU1 andCU

Programming the MERLIN LEGEND System for CMSAssign CMS Lines, External Alerts,and Loop-Backs to CMS SupervisorBefore assigning all CMS outside lines o

Programming the MERLIN LEGEND System for CMS4.Remove non-CMSPress line but-Press functionlines/trunks from line but-ton for eachkey for eachtonsline/t

Programming the MERLIN LEGEND System for CMS3.Enter the CU1 extensionDial numberType numberand save entryEnter[F10]4.Enter the CU2 extensionDial numbe

Programming the MERLIN LEGEND System for CMSAssign Feature ButtonThe Feature button lets the CMS supervisor use MERLIN LEGEND featuresby pressing Feat

Programming the MERLIN LEGEND System for CMSSetting Up Agent TelephonesThe next step in programming the MERLIN LEGEND system for CMS is toprepare each

Programming the MERLIN LEGEND System for CMSIMPORTANTYou cannot copy line assignments between operator and non-operatorphones. (See step 6.)StepMLX-20

Programming the MERLIN LEGEND System for CMS8.Enter the next agentDial numberType numberextension number andEnter[F10]save entryRepeat for each extens

Programming the MERLIN LEGEND System for CMS3.If applicable, select aPress line/poolPress line/poolpersonal line/pool buttonbuttonbuttonand enter No R

ContentsProgram Loop-Start LinesProgram Ground-Start and ISDN PRI Lines Setting Up the Operator PositionsIdentify CMS Operator PositionsAssign CMS Li

2 Programming the MERLIN LEGEND System for CMSSetting Up the Fallback PlanIMPORTANTThe fallback plan supports up to 20 agents at a time. If more than

Programming the MERLIN LEGEND System for CMSThis section gives instructions for setting up the fallback plan. Have availableMERLIN LEGEND Form 6d, Gro

Programming the MERLIN LEGEND System for CMSNOTE:The Group Calling Line/Pool Assignments must be empty for the fallback cal-ling group. If they are no

Programming the MERLIN LEGEND System for CMSSet the Calling Group to Auto LogoutProgram the fallback calling group for Auto Logout (the factory settin

Programming the MERLIN LEGEND System for CMSStepMLX-20LPC1.Display Group CallingscreenExtensions[F6]More[PgUp]Grp Calling[F4]Grp Coverage[F3]2. Identi

Programming the MERLIN LEGEND System for CMS3.ExitSlide T/P switch to center posi-tionSet Group Coverage DelayThe Group Coverage Delay feature control

Programming the MERLIN LEGEND System for CMS.Setting Up OptionalEquipment and FeaturesThe MERLIN LEGEND programming up to this point was required for

Programming the MERLIN LEGEND System for CMSStepAnalog Telephone1.Enter programmingSlide the T/P switch to the Pmode(program) position2.Select and ass

Programming the MERLIN LEGEND System for CMS4.Select and assign aPress the but-Press [Shift] +Headset Hangup buttontonthe function keyEnterfor the bu

Programming the MERLIN LEGEND System for CMSAgent Assist ButtonIf requested, assign an Agent Assist button to agent telephones. The AgentAssist button

ContentsTransfer-to-SplitAdding a Ghost ModuleAssigning Primary Coverage ButtonsTransfer-to-QueueAll-Ring Operation1-381-381-391-401-412Installing the

Programming the MERLIN LEGEND System for CMSStepMLX-20LPC1.Display Group PageExtensions[F6]screenMore[PgUp]Group Page[F2]2.Identify the paging groupDi

Programming the MERLIN LEGEND System for CMSBarge-InThe Barge-In feature lets the CMS supervisor join a call to assist CMS agents.To program a Barge-i

Programming the MERLIN LEGEND System for CMSStepMLX-20LPC1.Display Centralized Pro-More[PgUp]gramming screenCntr-Prg[F4]2.Select the CMSDial extension

Programming the MERLIN LEGEND System for CMSStepMLX-20LPC1.Display Centralized Pro-More[PgUp]gramming screenCntr-Prg[F4]2.Select the CMSDial extension

Programming the MERLIN LEGEND System for CMSTransfer-to-SplitThe Transfer-to-Split feature allows agents to transfer calls from one split toanother us

Programming the MERLIN LEGEND System for CMS2.Select one of the following module types:— 408LS[F1]— 008ATL[F7]— 008NT2[F8]3.Enter and save the slot nu

Programming the MERLIN LEGEND System for CMSTransfer-to-QueueThe Transfer-to-Queue feature allows agents to transfer calls from one split toanother. T

Programming the MERLIN LEGEND System for CMS7.Select Auto LoginAuto Login[F1]Enter[F10]8.Exit to System Program-Exit[F5]mingExit[F5]Exit[F5]All-Ring O

Installing the HardwareAfter programming the MERLIN LEGEND system for CMS, your next step is toinstall the CMS hardware. Certain pieces of hardware ar

Installing the HardwareMERLIN LEGEND HardwareThe MERLIN LEGEND system supports a variety of analog, digital, and basictelephone modules. That hardware

Contents4CMS Programming Basics Starting CMSWhen You Need Help Moving Between CMS Screens Entering and Editing DataEditing Prompt and Function Key

Installing the HardwareTable 2-1. Required CMS HardwareItemDescriptionPCAT&T 6300 WGS, 640KB RAM, 3.5-inch floppy disk drive,and 30MB hard disk dr

Installing the HardwarePrinterParallel printer cableCableCMSMERLIN® II Attendant Display ConsoleSupervisorTelephoneAgentAny analog or MLX telephones s

Installing the Hardware— External alert deluxe chimeSPIRIT® Alerter InterfaceMultipleView-Only— AT&T Model 324 monochrome VGA monitor— AT&T Mo

Installing the HardwareInstallation ProceduresIMPORTANT:Read this section carefully before beginning to install the equipment.Gather all equipment, to

Installing the Hardware3.Install CMS external alert and alert interface (if applicable).Source: Page 2-9 in this guide.4.Assemble and install the CMS

Installing the Hardware.12. Change the printer options to accommodate CMS (570 and 571printers only).Source: Page 2-15 in this guide and the printer m

Installing the HardwareInstalling the External AlertThe CMS external alert is an optional device that indicates when an undesir-able situation affecti

Installing the Hardware7. Plug the alerter interface into the AC outlet.8. Test the external alert at the CMS supervisor console by selecting the

Installing the HardwareChanging the VDC 600Board DIP Switch SettingIMPORTANT:This procedure is required only for the 6300 WGS and 6286 WGS withVGA gra

Installing the Hardware.Connecting CU1 and CU2 tothe MERLIN LEGEND SystemThe connection between the CMS PC and the MERLIN LEGEND system usesthe two po

Contents Programming Call FlowAssigning Main and Secondary SplitsTurning Intraflow On/Off (Optional)Setting the Intraflow Threshold (Optional)Setting

Installing the HardwareTo operator port 18CU1To Operator port 22CU2Figure 2-3. Connecting CU1 and CU2 to the MERLIN LEGEND Con-trol UnitInstallation P

Installing the HardwareConnecting the VoiceAnnouncement UnitThe voice announcement unit (VAU) connects to the CMS PC through the“AUX” port on the CMS

Installing the Hardware570 and 571 Printer Option ChangesIf the CMS is using the AT&T 570 or 571 printer, some of the default optionsmust be chang

Installing the Hardware5. Plug the video splitter into an AC outlet not controlled by a switch.Figure 2-5 shows the connection between the video split

Installing the HardwareTo install a loop-back, complete these steps:1. Insert the modular plug on one end of the cord into a tip/ring Stationjack.2.

Installing the SoftwareAfter the hardware is installed, you install the CMS software next. This taskincludes installing the MS-DOS operating system an

Installing the SoftwareInstalling MS-DOSBefore installing the CMS software, you must install the MS-DOS software.For a new system, installation includ

Installing the SoftwareInstalling the CMS SoftwareCMS is provided on two types of diskettes: Two 5.25-inch floppy diskettes, for use with the AT&T

Installing the SoftwareAdditional messages appear in the lower area of the screen. For example,****Installation Now in Progress.Please wait...often ap

Installing the Software****Insufficient Disk Space for CMS.An additional xxxK is required.Delete Old Files and Try Installation Again.where xxx is the

Contents9Troubleshooting9-1 Error Messages9-2 Warning Messages9-7 System Errors9-14What They MeanWhat to Do Other Messages Other ProblemsIf CMS i

CMS Programming BasicsOnce the CMS hardware and software are installed, you are ready to beginprogramming CMS. This chapter and the next two chapters

CMS Programming BasicsTo start CMS and display the CMS Main Menu:1. Turn on the computer.CMS starts automatically from the autoexec.bat file, and di

CMS Programming BasicsWhen You Need HelpAny time you need more information about using CMS, the on-line helpscreens are available. To see a help scree

CMS Programming BasicsBon Voyage TravelADMIN CMS R3.07:40p 03/04AGENT SPLITS LINE GROUP OPTIONS—Agent——Agent—Num Answer Force AutoSplit❘❘Pos ID❘SplitP

CMS Programming BasicsEntering and Editing DataYou can enter and edit data only on certain CMS screens. These screensdisplay the data entry prompt and

CMS Programming BasicsLINE GROUP OPTIONSNum Answer Force AutoGroup Lines Delay Delay ACWA PUBLC 45sOff 20sB SPECL 35sOff30sC CHART 65sOff10sD CORP 25s

CMS Programming Basics.The editing function keys for this screen and all editing screens are:F CancelF Previous1 Prompt5 FieldTo enter data at the pro

CMS Programming BasicsAlternate Editing KeysIn addition to the editing function keys, other keys perform some of the sametasks. Table 4-1 shows these

CMS Programming BasicsReplace a longType over the characters you want to change, thenentry with apress the space bar after the last character of the n

Identifying Agents and LinesThe first step in setting up CMS is to identify the agents and lines. To identifyCMS agents, create an Agent Directory, ba

ContentsGL GlossaryGL-1IN IndexIN-1ix

Identifying Agents and LinesGetting StartedThe options for programming agents and lines appear on the AdministrationMenu (Figure 5-1). To display this

Identifying Agents and LinesCreating an Agent DirectoryThe agent directory is the master list of all CMS agents. Each agent entryincludes the first na

Identifying Agents and LinesRefer to the completed Agent Directory Planning Form for a list of all agents.Complete the following steps to create the A

Identifying Agents and Lines6. When you have entered all the agents, press [F8] (Admin Menu) toreturn to the Administration Menu.Bon Voyage TravelLa

Identifying Agents and LinesProgramming CMS LinesThe Line Groups Planning Form identifies the CMS system lines and linegroups as well as any priority

Identifying Agents and LinesThe following sections give instructions for adding lines, identifying prioritylines, and assigning line group IDs. When y

Identifying Agents and LinesIdentifying Priority LinesCalls on priority lines are answered before other calls in the same line group.For any lines ide

Identifying Agents and Lines3. To save the entry, press [F8] (Enter Data).The prompt disappears, the screen’s function keys replace the editing funct

Building aShift ConfigurationThe next step in setting up CMS is to build an initial shift configuration.Building a shift configuration includes select

Building a Shift ConfigurationGetting StartedTo start building a shift configuration, display the Stored Shift Configurationsby pressing [F1] (Config