AT&T DEFINITY 2500 Instruction Manual page 122

CHAPTER 3. OPEBATING FEATURES
.
The number of abandoned calls
.
The amount of time agents are availabb between telephone calls
.
The number and amount of time spent on outgoing calls
by
agents.
Aggnis must
l€
in to be tracked by CMS. These agents are called measured agents.
Agent Login: Abbreviated Dialing (AD) buttons may speed
the togin process. An
AD
button
may be assigned to the
dial access code for agent
togin. The agent may then diat his or her
login identification.
lf the agent always uses the sahe voice terminal and no other agent
uses
that voice ierminal, the AD button may be assigned to the dial access code for agent
login
and the login idenlification code.
Aqents must be in the
Unstaffed mode
to
tog in
or be
togged in
with a different login
lD.
Logging in automatically puts the position in the Staffed-Aux Work mode- Agents may tog out
in any
mode.
Unstatfing the position automatically logs out
the agent. A
Logout button
is
needed only
if
a Staifed button or headset is not provided.
It an agent togs out during a
ca
,
CMS will no longer coliect statistics on that agent or
ca
.
slrcke Coutx Buftons: Allow
an agent
to
record lhe
frequency of
specific, cuslomer-defined
events- Agenls may use these buttons during a
call
without intenupting the
ca
or ptacing the
call on hold. A specific Stroke Count button (Audio Trouble, the button associated with code
0)
is
used
to
record audio difficulties. A report is
generated identifying the agent extension
and the trunk involved. Nine olher Stroke
Count buttons are available
lor the
customer
to
define. This feafure
allows
the
customer
to
rccord
lhe
number
oI
o@urrences
of
certain
events such as sale
or no
sale, or to
track the elfectjveness
ol
various types
of
advertising
by recording the callers' answers
to
inquiries lrom the agents,
regarding how
the
calter
became aware
of the product advertised and so lorth. Two counters in CMS co.respond to
each button code. One counter is
associated
wilh the
agent who prcssed the button, and the
other counter is associated with the split to which lhe agent is assigned.
To log into CMS:
1.
Plug in headset.
2.
Go off-hook on an idle appearance.
Listen for dial tone.
3.
Press
@,
or
dial the Log-ln access code.
Listen for dial tone.
4.
Dialthe +digit login
ID
twice.
Usten for conJirmation tone.
Your answering position
is now staffed, and you are automatically placed in
Aux
Work mode.
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