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Introduction to CMS
screen. He can use the [^] + [Prt Sc] keys to print any of these screens if he
wants to. The screens provide a detailed picture of activity throughout the
system. Using different screens, Pat can tell when to turn intraflow on or off,
when a new agent may be having trouble handling calls, or when all lines in
line group are busy. Pat can use Dynamic Reconfiguration to correct these
situations as they occur.
Pat has set an external alert to be triggered whenever more than three calls
are waiting. This way he can be immediately aware of this condition no matter
where he is in the room. Also, agents are immediately aware of this condition
and know, without Pat telling them, that they have to move on to the next calls
quickly.
When Pat notices that three calls are waiting in the Personal Travel main split,
and there have been several abandoned calls, he turns on intraflow to allow
waiting calls to be sent to the Corporate Travel split (the secondary split for
the Personal line group). Pat also increases the answer delay (the length of
time calls ring before CMS answers them) so callers spend a little less time
on hold and any long distance charges on their line could be reduced.
Pat has a new agent in the Corporate Travel split. Yesterday, Pat spent time
with the new agent, explaining the telephone features he'll be using. As the
new agent answers CMS calls for the first time, Pat watches the Split Status
screen to see when the new agent is on a call, and then joins the call using
the Barge In feature or by pressing the line button for the agent's call. (A
tone is heard when the call is joined.) In this way, Pat is able to give the
agent advice on handling calls.
Pat also looks at the Management Information System (MIS) reports to deter-
mine if Bon Voyage Travel has an efficient number of lines and agents. He
prints some of the daily reports to review hourly call activity for the day and
prints cumulative daily and hourly reports to help develop a CMS profile for
the business.
If the Events Log Report lists many occurrences of the all lines busy excep-
tion, it signifies that many people hear a busy signal when they call. Pat can
use exception information like this to decide if more lines should be added to
some line groups.
1-12 A Typical CMS Application
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