Agent Status Test - AT&T Merlin II Feature Module 2 Installation Ans Getting Started Manual

Agent Status Test

50 Step 8: Testing CMS
4 Check MERLIN II system line administration for the two attendant ports
(CU1 and CU2) used by the PC.
If their assignments do not match, follow the instructions under
"Assigning Lines to the CMS PC" in "Step 2: Administering Your
MERLIN 11 System for CMS, " earlier in this guide to:
a Remove the lines assigned to the two intercom numbers assigned to
the CMS PC
Reassign the lines in the exact order indicated on the Line Button
b
Planning Form.
Line assignments to both intercom numbers assigned to the
Important:
CMS PC must be identical.
If you're going on to the Agent Status Test, go back to the CMS Main Menu,
start CMS managing calls, and go to the System Status screen.
The Agent Status Test verifies that CMS is recording and displaying
information on agent activity correctly. You need one other person to act as
an agent during this test.
To perform this test, do the following:
1 Have the person helping you go to an agent's voice terminal and touch
the Available button to turn the green light next to it on.
One agent should show (" 1" ) in the available column, under "A vail."
2 In the "Line Group Information" area in the top half of the System Status
screen, locate the line group that has your helper agent's split as the main
split and see that intraflow (in the "Flown column) is set to off.
If the line group you want to use has intraflow turned on, go to the
Configuration Screen, turn intraflow off for that line group, and return to
the System Status screen.
3 Dial the number of a line in the line group.
As you listen to the call progress and watch the "Split Information" area
in the bottom half of the sceen you should:
Hear ringing.
a
See the number of calls for the agent's split in the "Waiting" column
b
increase by one.
Hear the agent answer the call.
c
See the number of calls in the "Waiting" column decrease by one and
d
the number of calls for the split in the "Agents ACD" column increase
by one.
4 Have the agent stay on the line beyond the Abandoned Call Threshold
(the number of seconds in the "Abandon Delay" column) and then hang
up.