AT&T Call Management System Guía de usuario Pagina 25
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CMS Components
This section lists the hardware required for and trunks compatible with CMS.
HARDWARE COMPATABLE
WITH CMS
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The following hardware and software are required for CMS:
AT&T System 25: Release 2
An
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AT&T Personal Computer (PC), with the following characteristics:
Hard disk (10 MB and 512K RAM
minimum)
One floppy diskette drive
MS-DOS 3.2, Version 2.02 (or higher)
Keyboard
Monochrome or color monitor
AT&T Printer Model 473 (or compatible parallel printer)
AT&T CMS PC Interface Card
Two System 25-CMS floppy diskettes
At least two blank floppy diskettes
Agent voice terminals (any of the following):
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5-Button Voice Terminal
10-Button Voice Terminal
10-Button Hands-Free Answer on Intercom (HFAI) Voice Terminal
10-Button Built-in Speakerphone (BIS) Voice Terminal
22-Button BIS Voice Terminal
34-Button Voice Terminal
34-Button Deluxe Voice Terminal
34-Button BIS Voice Terminal
34-Button Deluxe BIS Voice Terminal
34-Button BIS Voice Terminal with Display
34-Button Deluxe BIS Voice Terminal with Display
Direct Trunk Attendant Console (DTAC), a 34-Button Deluxe or
34-Button Deluxe BIS Voice Terminal
Switched Loop Attendant Console (SLAC), a 34-Button Deluxe BIS
with Display
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Supervisor voice terminal:
– One 34-button Deluxe voice terminal is required. A second multiline
voice terminal may be needed.
For more information about selecting a voice terminal for yourself and for
the CMS agents, see Section 6, “Handling CMS Calls. ”
Cables:
– Two 14-foot 4-pair modular-plug stations cords (D8W-87) for
connections to the AT&T CMS PC Interface Card
CMS Components
2-15
- AT&T 1
- Contents 3
- Section 1: Introduction 5
- How to Use the CMS Documents 6
- What’s in This Manual 7
- Documentation Conventions 9
- Section 2: Understanding CMS 10
- Overview 11
- Key Terms and Concepts 12
- Optional CMS Features 15
- A Typical CMS Application 20
- Managing CMS 23
- CMS Components 25
- Section 3: Your PC and CMS 29
- Duplicating the CMS Diskettes 31
- Installing the CMS Software 34
- The CONFIG.SYS File 36
- The AUTOEXEC.BAT File 37
- Setting the Time and Date 38
- Using Your PC with CMS 39
- F10 - Help 40
- Entering and Editing Data 41
- ADD AGENT: Last name: 42
- First: ID: 42
- Section 4: Administering CMS 44
- ● Setting Options 46
- Getting Started 48
- Administering Stations 50
- ADD AGENT STATION: PDC: 51
- Port #: 60
- Trunk#: 60
- ADD SINGLE-LINE PORT: PDC: 60
- MOVE TRANSFER QUEUE LINE: ID: 61
- CHG INFO: ID: 62
- SbGrp: 62
- Tk Prt#: 62
- Trk#: PDC: 62
- SL Prt#: 62
- Administering Announcements 63
- Assigning Announcements 66
- Creating an Agent Directory 70
- Force Delay (ON/OFF):___ 83
- Administering Call Flow 84
- Clearing a Configuration 88
- Returning to Other Screens 88
- (edited) 89
- Setting Options 91
- Selecting Exceptions 95
- Selecting Agent Exceptions 98
- Selecting Split Exceptions 101
- Not Running” 110
- COPY a:shift*.cms c: 112
- C> prompt type 112
- Section 5: Supervising CMS 113
- Startup Procedures 116
- INITIALIZATION 118
- DAY CMS1.0 6:10p 04/20 118
- INITIALIZATION IN PROGRESS 118
- ● Logged Out state 121
- Monitoring Call Management 123
- On or Off 128
- LOG IN AGENT: ID: 133
- LOG OUT AGENT: ID: 133
- Using the Line Status Screen 139
- CHANGE PRIORITY: Line ID: 140
- Using the Events Log Screen 144
- Supervising Your Agents 146
- Dynamic Reconfiguration 147
- Reconfiguring Splits 149
- ___ Force Delay (ON/OFF): ___ 154
- Reconfiguring Call Flow 155
- On to Off or 156
- Using the Configuration List 157
- Day-to-Day Operation of CMS 166
- Section 6: Handling CMS Calls 167
- The Agent’s Voice Terminal 169
- Types of CMS Reports 182
- How to Generate Reports 183
- Agent Split Summary 185
- Starting:___/___/___ 187
- Ending: 187
- ___/___/___ 187
- Split Report 190
- Line Group Report 196
- Key to Line Group Report Data 199
- Sub-Group Report 202
- Ending:___/___/___ 204
- ___/___/___Ending:___/___/___ 204
- Print All Reports 208
- Events Log Report 210
- Section 8: Archiving Data 211
- Section 9: Troubleshooting 216
- Startup Problems 218
- Warning Messages 222
- Printer Now Ready 232
- Call Management Problems 234
- BRKN and the 240
- Printer Problems 242
- Agent Problems 245
- System Errors 249
- A> prompt, type 250
- The Partial Print 255
- Glossary 262
- CMS and System 25 Terms 264
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