AT&T Call Management System Manuals

Manuals and User Guides for AT&T Call Management System. We have 2 AT&T Call Management System manuals available for free PDF download: Supervizor's Manual, Installation And Programming Manual

AT&T Call Management System Supervizor's Manual (307 pages)

for MERLIN LEGEND Communications System

Brand: AT&T | Category: Software | Size: 1.36 MB

Ordering Information
2
Table of Contents
3
About this Guide

13
- Documentation Conventions
  13
- Related Documentation
  14
  - How to Order Documentation
    15
Introduction to CMS

16
Using Your PC with CMS

28
- Starting CMS
  28
- Using Your Pc with Cms
  29
- Setting the Date and Time
  30
  - Set the Date
    30
  - Set the Time
    31
  - CMS Screen Layouts
    32
  - Entering and Editing Data
    35
    
    Editing Prompt and Function Keys
    36
    
    Guidelines for Entering Data
    37
    
    Alternate Editing Keys
    38
    
    Simple Editing Procedures
    38
    
    Getting Help
    39
  - Leaving CMS
    39
Programming CMS Shift Configurations

40
- Creating or Changing Shift Configurations
  42
  - Assigning Splits
    47
    
    Add Agent
    48
    
    Remove Agent
    49
    
    Move Agent
    50
    
    Replace (Substitute) Agent
    50
    
    New Agent
    51
    
    Change Split ID
    52
    
    Agent Directory
    53
    
    Assigning Line Group Options
    56
    
    Changing Answer Delay
    57
  - Changing Force Delay
    59
  - Programming Automatic After-Call-Work (ACW)
    59
- Programming Call Flow
  61
  - How Intraflow Works
    61
  - Programming Considerations
    62
  - Programming Instructions
    63
  - Assigning Splits
    64
  - Turning Flow On/Off
    65
  - Setting the Intraflow Threshold
    65
  - Turning All-Ring On/Off
    66
- Clearing Agents
  68
- Saving a Changed Configuration
  69
- Naming or Renaming a Shift Configuration
  71
- Selecting a Startup Configuration
  72
- Backing up and Restoring Shift Configurations
  73
  - Backing up Shift Configurations
    73
Changing System Options and Programming Exceptions

76
CMS Telephones and Telephone Programming

108
- CMS Supervisor's Telephone
  109
  - Supervisor's Mode
    113
  - Changing Agent Status
    114
  - Group Page
    114
  - Barge-In
    115
  - Lights
    115
Agent Phones

117
- Line Buttons
  117
- Work State Buttons (Available, ACW)
  118
  - Announcing Availability
    118
- Automatic ACW
  119
Call Handling

120
- Answering CMS Calls
  121
- Answering Non-CMS Calls
  122
- Answering Extension Calls
  122
- Placing Outside Calls
  122
- Placing Extension Calls
  123
- Conferencing a Call
  124
- Transferring Calls
  125
Optional Headset and Headset Adapter

126
- Headsets with MLX Telephones
  126
  - Headset Buttons
    126
  - Headset Operation
    127
  - Considerations
    127
  - Feature Interactions
    128
- Headsets with Analog Phones
  128
  - Optional Headset Button
    128
Using MERLIN LEGEND Features with CMS

129
- Feature Button
  130
- Inside Auto Dial
  130
- Notify
  131
- Manual Signaling
  131
  - Agent Assist
    132
- Transfer to Split or Queue
  132
- All-Ring Operation
  133
- Ghost Telephones and Cover Buttons
  134
- Ringing Options
  135
  - Personalized Ringing
    136
- Telephone Programming
  138
  - Telephone Programming Instructions
    138
Supervising CMS

142
- Startup Procedures
  144
- Making Agents Available for CMS Calls
  148
  - Agent Telephone Button Requirements
    148
  - Agent Telephone Work States
    149
  - Changing Agent Status
    151
- Monitoring Call Management
  152
  - Using the System Status Screen
    154
    
    Line Group Information
    155
    
    Split Information
    156
    
    Function Keys
    158
  - Using the Split Status Screens
    159
    
    Agent Status
    161
    
    Split Status
    162
    
    Call Flow Information
    163
    
    Function Keys
    163
  - Using the Line Status Screen
    165
    
    Line Status
    166
    
    Line Group Summary
    167
    
    Call Flow Information
    168
    
    Split Status
    168
    
    Function Keys
    169
  - Using the Events Log Screen
    170
- Multiple View Only Monitors
  171
  - Function Keys
    171
Dynamic Reconfiguration

172
- Beginning Dynamic Reconfiguration
  173
  - Function Keys
    174
- Reconfiguring Splits
  175
  - Add Agent
    176
  - Remove Agent
    176
  - Move Agent
    177
  - New Agent
    178
  - Replace Agent
    178
  - Agent Directory
    179
  - Change Split ID
    179
  - Go to Configuration Screen
    179
- Changing Line Group Options
  180
  - Answer Delay
    181
  - Changing Automatic ACW
    182
  - Changing Force Delay
    182
- Reconfiguring Call Flow
  183
  - Assign Splits
    184
  - Flow On/Off
    185
  - Set Intraflow Threshold
    186
  - All-Ring On/Off
    187
- Using the Stored Shift Configurations Screen
  188
  - Select Configuration
    189
  - Save Configuration
    190
  - Rename Configuration
    191
  - Choose Startup
    191
Selecting Day or Night Service

192
- Change to Night Service
  193
- Change to Day Service
  194
Printing CMS Screens

195
Generating Reports

196
- Keeping Historical Data Accurate
  197
- Types of CMS Reports
  199
  - Daily Agent Split Summary
    200
    
    Daily ACD Calls
    201
    
    Other Daily Calls
    202
    
    Additional Data
    203
    
    Cumulative Agent Split Summary
    203
    
    ACD Calls
    205
    
    Daily Split Report
    205
    
    Time
    205
    
    Other Calls
    207
    
    Additional Data for Daily Calls
    208
    
    Cumulative Split Report by Day
    209
  - Cumulative Split Report by Hour
    211
    
    Daily Line Group Report
    213
    
    ACD Calls
    215
    
    Time
    215
    
    Traffic
    215
    
    Other Calls
    216
  - Cumulative Line Group Report by Day
    217
    
    Additional Data for Daily Calls
    217
  - Cumulative Line Group Report by Hour
    219
  - Events Log Report
    221
How to Generate Reports

223
- Generating Reports
  223
- Summary on Generating Individual Reports
  227
- Summary on Generating All Reports
  227
- Report Screen Messages
  228
- Exiting from Reports
  229
Archiving and Restoring Data

230
Troubleshooting

240
- Error Messages
  241
- Warning Messages
  246
- System Errors
  254
  - What They Mean
    254
    
    If CMS Is Managing Calls Correctly
    254
    
    If CMS Has Stopped Managing Calls
    255
    
    Other Messages
    256
- Other Messages
  257
- Other Problems
  258
Other Problems

260
- Agent Problems
  264
- External Alert Problems
  265
Fallback Plan

267
- Cumulative Agent Split Summary
  293
- Daily Line Group Report
  296

AT&T Call Management System Installation And Programming Manual (176 pages)

for MERLIN LEGEND Communications System

Brand: AT&T | Category: Software | Size: 0.86 MB

Ordering Information
2
Table of Contents
3
About this Guide

10
- Documentation Conventions
  11
- Related Documents
  12
  - How to Order Documentation
    12
- Basic Terms and Key Concepts
  13
1 Programming the MERLIN LEGEND System for CMS

17
- Before You Begin
  18
  - A Word about Programming
    18
    
    System Programming
    18
    
    Telephone Programming
    19
    
    Backups
    19
- Setting Basic System Operating Conditions
  20
  - System Mode
    20
  - System Renumbering
    21
    
    Block Renumbering
    22
    
    Single Renumbering
    23
    
    Transfer Return Time
    24
    
    Transfer Audible
    25
    
    Extension Status
    25
- Setting up Lines, Trunks, and Pools for CMS
  26
- Program Loop-Start Lines
  30
- Program Ground-Start and ISDN PRI Lines
  30
- Setting up the Operator Positions
  31
- Setting up Agent Telephones
  36
- Setting up the Fallback Plan
  40
- Setting up Optional Equipment and Features
  46
  - Headsets
    46
    
    Analog Headsets
    46
    
    MLX Headsets
    47
  - Agent Assist Button
    49
  - Paging Groups
    49
  - CMS Supervisor Features
    50
    
    Barge-In
    51
    
    Group Page
    51
    
    Agent Status Control
    52
  - Transfer-To-Split
    54
    
    Adding a Ghost Module
    54
    
    Assigning Primary Coverage Buttons
    55
  - Transfer-To-Queue
    56
  - All-Ring Operation
    57
Installing the Hardware

58
4 CMS Programming Basics

80
- Starting CMS
  80
  - When You Need Help
    82
  - Moving between CMS Screens
    82
- Entering and Editing Data
  84
- Leaving CMS
  88
5 Identifying Agents and Lines

89
- Getting Started
  90
- Creating an Agent Directory
  91
- Programming CMS Lines
  94
  - Adding Lines
    95
  - Identifying Priority Lines
    96
  - Assigning Line Group Ids (Optional)
    96
6 Building a Shift Configuration

98
- Getting Started
  99
- Selecting a Configuration
  100
- Assigning Splits
  101
- Programming Line Group Options
  104
- Programming Call Flow
  106
- Naming and Saving the Shift Configuration
  110
  - Naming a Split Configuration
    110
  - Saving a Split Configuration
    111
- Choosing a Start-Up Configuration
  112
- Shift Configuration
  113
Testing CMS

114
- Startup Test
  115
- Line Status Test
  116
- Agent Status Test
  118
- Voice Announcement Unit Test
  119
- Intraflow Test
  120
Customizing CMS

122
- Getting Started
  123
  - Service Level Limit
    124
  - Abandoned Call Threshold
    124
  - Alarm On/Off
    125
  - Delay Message Length
    125
  - Business Name
    126
9 Troubleshooting

127
- Error Messages
  128
- Warning Messages
  133
- System Errors
  140
  - What They Mean
    140
  - What to Do
    140
    
    If CMS Is Managing Calls Correctly
    140
    
    If CMS Has Stopped Managing Calls
    141
- Other Messages
  142
- Other Problems
  144
  - Call Management Problems
    144
  - Agent Problems
    147
  - External Alert Problems
    151
- Fallback Plan
  153

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AT&T Call Management System Manuals

AT&T Call Management System Supervizor's Manual (307 pages)

Table of Contents

About this Guide

Introduction to CMS

Using Your PC with CMS

Programming CMS Shift Configurations

Changing System Options and Programming Exceptions

CMS Telephones and Telephone Programming

Agent Phones

Call Handling

Optional Headset and Headset Adapter

Using MERLIN LEGEND Features with CMS

Supervising CMS

Dynamic Reconfiguration

Selecting Day or Night Service

Printing CMS Screens

Generating Reports

How to Generate Reports

Archiving and Restoring Data

Troubleshooting

Other Problems

Fallback Plan

AT&T Call Management System Installation And Programming Manual (176 pages)

Table of Contents

About this Guide

1 Programming the MERLIN LEGEND System for CMS

Installing the Hardware

4 CMS Programming Basics

5 Identifying Agents and Lines

6 Building a Shift Configuration

Testing CMS

Customizing CMS

9 Troubleshooting

Related Products

AT&T Categories