AT&T Call Management System Supervizor's Manual page 261

Troubleshooting
PROBLEM: A large number calls are disconnecting.
Possible Cause
The loop-start reliable
disconnect is set to No,
but the local phone com-
pany sends a reliable
disconnect signal.
Agent Problems
PROBLEM: An agent is not receiving any CMS calls.
Possible Cause
The agent isn't using the
Available and ACW but-
tons correctly
or
The buttons may not be
programmed properly,
The agent has not been
added to the current shift
configuration.
9-22 Other Problems
Corrective Action
Contact the MERLIN LEGEND system
manager and reprogram the loop-start reliable
disconnect to Yes.
Corrective Action
Check the Split Status screen to confirm that
the agent is in the available state.
and
Check that the buttons are programmed prop-
erly.
Add the agent to the current shift configuration
by following the instructions for "Creating An
Agent Directory" in Chapter 5 of the CMS Ins-
tallation and System Programming Guide.