Page 1 999-501-149 AT&T MERLIN ® COMMUNICATIONS SYSTEM Feature Module 2 Call Management System System Manual...
Page 2 ©1988 AT&T Issue 1 All Rights Reserved September, 1988 Printed in USA NOTICE The information in this document is subject to change without notice. AT&T assumes no responsibility for any errors that may appear in this document. MERLIN is a registered trademark of AT&T. MS-DOS is a registered trademark of Microsoft Corporation.
Page 3: Table Of Contents
Contents Section 1: Introduction How to Use the CMS Documents Section 2: Understanding CMS Overview Key Concepts A Typical CMS Application Key Facts and Considerations Section 3: Your 6300 WGS and CMS Overview Duplicating the CMS Diskette Duplicate Installing the CMS Software Using Your PC with CMS Section 4: Administering CMS Overview...
Page 4 Section 7: Generating Reports Overview Types of CMS Reports How to Generate Reports 7-16 Section 8: Archiving Data Overview Section 9: Troubleshooting Overview Startup Problems Call Management Problems 9-10 9-14 System Errors Voice Announcement Unit Problems 9-15 External Alert Problems 9-16 Printer Problems 9-17...
Page 5: How To Use The Cms Documents
How to Use the CMS Documents The Call Management System (CMS) is the automatic call distributor (ACD) for the MERLIN® II Communications System with Feature Module 2. The CMS component of the MERLIN II system answers calls and connects them to available agents.
Page 6 CMS SYSTEM MANUAL This is the manual you’re reading now. It contains information on every aspect of the CMS operation and administration, from understanding CMS to “ What’s in This Manual” previews the structure and troubleshooting. contents of the system manual, and offers suggestions on the best ways to use it.
Page 7: Index
Handling CMS Calls. This section helps you make decisions about which size voice terminal your agents need, and which features they’ll use to handle CMS calls. It also includes information on programming and using these features. Generating Reports. This section describes the types of reports available from CMS, and how to select and print these reports.
Page 8: Overview
Overview The Call Management System for the MERLIN II Communications System with Feature Module 2 is a powerful tool for managing your incoming calls. With CMS, you can handle calls efficiently, distribute the workload equally among your agents, and collect data on call traffic and call handling performance.
Page 9: Key Concepts
Key Concepts To administer and use CMS, you should be familiar with the following terms, which are briefly defined: Automatic call distributor (ACD) Line groups Agents Agent splits Shift configurations Main and secondary splits Intraflow Intraflow threshold Logged out state Available state After-call-work (ACW) state Automatic after-call-work state (Auto ACW)
Page 10 When call management begins for a shift, the agents in the shift configuration are in the logged out state. CMS neither sends calls to nor keeps statistics on agents who are logged out, so the agents have to signal CMS that they are now ready to receive calls.
Page 11 If no agent is available, CMS waits a certain number of seconds, then answers the call and connects it to a delay message. The length of time CMS waits before answering the call is known as the answer delay. If an agent becomes available at any time during the answer delay interval or during the delay message, the call is immediately transferred to the agent.
Page 12: A Typical Cms Application
A Typical CMS Application The following example shows how Bon Voyage Travel Agency, a hypothetical business, uses CMS. At Bon Voyage Travel, agents plan and book trips for several types of CMS AND BON VOYAGE TRAVEL customers. Most of the travel agency’s orders are placed by phone, so CMS is an important part of the agency’s daily business transactions.
Page 13 The Personal Travel split handles calls from customers wanting to plan and book their personal vacations. There are seven agents in this split. Calls come into this split on two line groups: the Public line group and the Special line group. In this example, the Public line group consists of four lines (555-1816, 555-1808, 555-1818, and 555-8515), which are advertised in the Yellow Pages, local newspapers, and national travel magazines.
Page 14 Agents and nonagents use lines not assigned to CMS for all outgoing calls and nonrevenue producing incoming calls. Because this guide focuses on planning CMS, it refers to the components of Bon Voyage Travel’s MERLIN II system that are not assigned to CMS only when necessary to clarify some point about CMS planning and operation.
Page 15: Key Facts And Considerations
Key Facts and Considerations Key facts and considerations concerning proper CMS installation, administration, and operation are emphasized throughout this guide. However, as a quick reference, the most fundamental CMS requirements are listed below. You may need to refer to either the CMS Planning Guide or the CMS Installation and Getting Started Guide for more information on some items presented in the checklist.
Page 16 All CMS lines must have the MERLIN II system ringing option feature set for No Ring (at the main attendant console). Each line of a line group assigned to an agent must be assigned to the agent’s voice terminal. STATION ASSIGNMENTS CMS agent stations can be assigned any block of stations on the MERLIN II system from 10 through 69.
Page 17: Overview
Overview If you are already familiar with this information from reading the MERLIN II Communications System Installation and Getting Started Guide for the Call Management System, skip over this section of the manual, and continue with Section 4, “Administering CMS.” The personal computer is an integral part of CMS.
Page 18 Software Considerations This CMS release is available on both a single 3 and 1/2 inch disk (to be used with the 6300 WGS) and on two 5 1/4 inch disks (to be used with either the 6300 WGS or the PC 6300). Previous releases of CMS were on a single 5 1/4 inch disk.
Page 19: Duplicating The Cms Diskette Duplicate
Duplicating the CMS Diskette Duplicate To protect your original CMS diskettes from damage or wear, make duplicates on the blank diskettes packaged with your software. Then you can store the originals in a safe place in case you need them later. You’ll need the following to make the duplicate: Your PC The original CMS diskettes, labeled “Call Management System for the...
Page 20 When inserting the diskette, the label of the diskette should face upwards, and the notch in the side of the diskette (5 1/4 inch diskette) should be on the left. When you hear a click, indicating that the diskette has been fully inserted, press down the latch on drive A until you feel the latch lock.
Page 21: Installing The Cms Software
Installing the CMS Software Perform the following software installation procedures the first time you install the CMS software or if errors occur that you cannot fix and you need to begin again. When you are finished, the system has copied the programs required for CMS operations onto the PC hard disk.
Page 22 However, there are other ways in which the installation procedure could be interrupted: If there are errors on your CMS duplicate copy that prevent the installation program from continuing, the following message appears on your screen: Error on Installation Floppy Disk Try Installation from another Floppy Discard the CMS duplicate copy, make another duplicate copy using the original CMS diskette, and then begin the CMS installation...
Page 23: Setting The Time And Date
In order to set up or add to this file on your PC you need to use a text editor. Use either EDLIN, the MS-DOS line editor, or another text editor you are familiar with. The following are the commands you need in your AUTOEXEC.BAT file to start CMS automatically: cd cms If your hard disk does not have an AUTOEXEC.BAT file, you can use EDLIN...
Page 24 To check or change the time on your PC, do as follows: SET THE TIME 1 When the C> prompt appears, type time and press . The following message appears on your screen: Current time is 0:01:30.00 Enter new time: 2 If the time is correct, press If the time is incorrect, type in the correct hour and minute (for example, 9:03 ) and press...
Page 25: Using Your Pc With Cms
Using Your PC with CMS This section describes the format of CMS screens, entering and editing data, and accessing help screens. If you have questions about MS-DOS, the layout of your keyboard, or other information about your 6300 WGS, refer to the manuals that accompanied it.
Page 26 3 Error line. Three types of messages can appear in the error line: Error messages indicate you made an invalid entry, such as entering a number in a field where only letters are valid. Exception messages indicate that one of the exception thresholds you have set has been reached, and an unusual or undesirable situation may be occurring, System messages indicate that part of CMS is malfunctioning (for...
Page 27 Bon Voyage Travel ADMIN CMSIIR2 l l : 0 0 a 0 6 / 0 l aGENT SPLITS LINE GROUP OPTIONS A g e n t A g e n t A n s w e r F o r c e A u t o S p l i t S p l i t...
Page 28 Action: Your instructions for entering data in response to the prompt appear here. For instance: 1 Enter a configuration number. 2 Press (labeled Enter Data). [ F8 ] MOVING THE CURSOR Many CMS prompts contain several empty fields, as in the following example: ADD AGENT: Last Name: First:...
Page 29 Your PC beeps and an error message appears if you skip a required field in a prompt and press [ F8 ] Important: To cancel any prompt, press (labeled Cancel Prompt) [ F1 ] . Any data you entered in the prompt fields is ignored, the [ DELETE ] prompt disappears, and the function key labels change from editing labels to the labels for the particular CMS screen.
Page 30: Overview
Overview The starting point for administration is the Administration Menu, shown below. You can get to it from the CMS Menu and from several other screens. Bon Voyage Travel ADMIN CMSIIR2 10:36a 06/13 Administration Menu F1 Build/Edit Shift Configurations F2 Build Agent Directory (Names and IDs) F3 Administer Lines and Line Groups F5 Set Options F6 Select Exception Thresholds to be Monitored...
Page 31 FIGURE 4-1 A map of CMS administration screens. CMS MENU START CALL ADMINISTRATION PRINT MANAGEMENT MENU REPORTS ADMINISTER STORED SHIFT AGENT ADMINISTER LINES OPTIONS EXCEPTIONS CONFIGURATIONS DIRECTORY AND LINE GROUPS AGENT SERVICE CONFIGURATION EXEPTIONS LEVEL AGENT SPLIT ABANDON SPLITS THRESHOLD EXCEPTIONS LINE ALARM...
Page 32: Getting Started
Getting Started These procedures describe turning on the PC and selecting an administration activity from the Administration Menu. You may want to review “Key Facts and Considerations” at the end of Section 2 before administering CMS. START ADMINISTERING To start administering CMS follow these steps: 1 Turn on your PC.
Page 33 4 Press (labeled “Admin CMS” ) to begin administering CMS. [ F4 ] The Administration Menu screen, shown below, appears. Bon Voyage Travel ADMIN CMSIIR2 10:36a 06/13 Administration Menu F1 Build/Edit Shift Configurations F2 Build Algent Directory (Names and IDs) F3 Administer Lines and Line Groups F5 Set Options F6 Select Exception Thresholds to be Monitored...
Page 34: Building Or Editing Shift Configurations
Building or Editing Shift Configurations A shift configuration is an arrangement of line groups and agent splits for managing calls. Before CMS can operate, you must build at least one shift configuration. You can build as many as six configurations to handle different calling patterns in your business.
Page 35 Administering shift configurations begins with the Stored Shift Configurations screen shown below. Pressing (labeled “Config List” ) from the [ F1 ] Administration Menu screen selects this screen. Bon Voyage Travel ADMIN CMSIIR2 10:38a 06/13 STORED SHIFT CONFIGURATIONS 1 - DAILY 2 - WEEKEND 3 - NIGHT 4 - E V E N I N G...
Page 36 Editing a Shift Configuration This section describes how to build a new shift configuration or change an existing one. Your CMS will not manage calls while you are using these procedures. To edit an active shift configuration, follow the instructions in “Dynamic Reconfiguration”...
Page 37 Bon Voyage Travel ADMIN CMSIIR2 1 1 : 0 0 a 0 6 / 0 1 AGENT SPLITS LINE GROUP OPTIONS A g e n t A g e n t N u m A n s w e r F o r c e A u t o S p l i t...
Page 38: Administering Splits
Administering Line Group Options. Program how you want CMS to control answering calls. Clearing a Configuration. Delete the contents of a configuration. Returning to Other Screens. Return to the Stored Shift Configurations screen and save the configuration you just built or edited, Return to the Admin Menu and select another administration activity.
Page 39 ADMINISTER SPLITS To administer splits, press the function key for the activity you want to perform: Add Agent. Use this function key to assign an agent to a split. The [ F1 ] agent must already be listed on the Agent Directory screen. A split may have up to 28 agents.
Page 40 Move Agent. Use this function key to shift an agent from one split to [ F3 ] another or from one position to another. Prompt: MOVE AGENT: ID: New Pos #: _ New Split #: _ Action: 1 Enter an agent ID. 2 Enter a new position number, or press (labeled “Next [ F6 ]...
Page 41: Administering Line Group Options
Config Screen. Use this function key to return to the Configuration [ F7 ] screen. Agent Directory. Press this function key to return to the Agent Directory [ F8 ] screen if you need to refer to or change agent information. Press (labeled [ F7 ] “Config Splits”...
Page 42 4 Enter a number from 0 through 99 for the number of seconds a call is to be delayed for that group. The initial setting is five seconds, the approximate time from the beginning of one ring to the beginning of the next. Press (labeled “Enter Data”).
Page 43: Administering Call Flow
3 Enter a group letter (A through D) for the group to be administered. 4 Enter the number of seconds (O through 999), for the number of seconds agents are to be in the ACW state. NOTE: “0” means the Auto ACW feature is not in effect. 5 Press (labeled “Enter Data”).
Page 44 Bon Voyage Travel ADMIN CMSIIR2 1 0 : 4 9 a 0 6 / 1 3 AGENT SPLITS LINE GROUP OPTIONS A g e n t A g e n t N u m A n s w e r F o r c e A u t o S p i l t S p l i t G r o u p...
Page 45 5 If there is no agent available in the secondary split, the call remains waiting in the main split. The call will be answered by the first available agent in either the main split or the secondary split (if the secondary split’s intraflow threshold is not exceeded by another call).
Page 46 Set Thresh. Use this function key to set the intraflow threshold for each [ F3 ] split . This threshold is based on the number of seconds the oldest call has been waiting in a split. The initial setting is 30 seconds. Prompt: SET INTRAFLOW THRESHOLD: Split #: _ Threshold (seconds): Action:...
Page 47 (labeled “All-Ring On/Off”) to change a split from All-Ring operation [ F5 ] to normal automatic call distributor (ACD) operation, or vice versa. In the All-Ring column of the Call Flow area of the screen, On indicates that a split has All-Ring operation, and Off indicates normal ACD operation.
Page 48 Returning to Other Screens You can select two other screens from the Configuration screen. If you have just created or edited a configuration, the word (changed) appears next to the configuration name on the screen. You may want to go to the Stored Shift Configurations screen to save your new configuration or the old one you have edited.
Page 49 Renaming a Shift Configuration To name or rename a configuration, press (labeled “Rename Config”) on [ F3 ] the Stored Shift Configurations screen. Configuration names can contain as many as 10 letters, numbers, or special characters. Spaces are not allowed, so you may want to use underscores instead.
Page 50: Assigning Agent Ids
Assigning Agent IDs The first step in administering agents is creating a “master list” of agents on the Agent Directory screen. Later on, you assign these agents to splits (teams of agents) that answer calls that come in on lines assigned to line groups. Each CMS agent needs a unique ID of up to 5 characters.
Page 51 Prompt: Add AGENT: Last Name: First: Action: 1 Make entries in these fields as follows: Last name: up to 12 letters, numbers, or special characters such as * o r # First: up to 8 letters, numbers, or special characters ID: up to 5 letters, numbers, or special characters Remember, each ID must be unique.
Page 52 Config Splits. Press this function key to select the Configure Splits [ F7 ] screen. This function key only works if you have already selected a particular configuration to build or edit. Admin Menu. Press this function key to return to the Administration [ F8 ] Menu screen.
Page 53: Administering Lines And Line Groups
Administering Lines and Line Groups Your CMS supports up to 28 telephone lines. You can arrange your lines in up to four line groups. If you want, you can assign all your lines to a single line group. Y should have determined the following information when you filled out the Line Groups Planning Form in the MERLIN II Communications System Planning Guide for the Call Management System: How many departments or predefine groups of agents will need CMS...
Page 54 Bon Voyage Travel ADMIN CMSIIR2 1 0 : 5 7 a 0 6 / 1 3 ADMINISTER LINES AND LINE GROUPS Line Line Group I D P r i o r i t y Group P r i o r i t y D CORP A PUBLIC 1816...
Page 55 Add Line. Use this function key to add a line to CMS and assign it to a [ F1 ] line group. IMPORTANT: Before adding a line to CMS, you must first assign the line to the PC. For information on how to do this, see “Assign Lines to the CMS PC”...
Page 56 Change Priority. Use this function key to assign priority to a line or to [ F4 ] change a priority line to a nonpriority line. The priority of a line determines its position among the calls waiting to be answered by an agent. Priority lines are answered first and are indicated by a “+“...
Page 57: Setting Options
Setting Options After you have used CMS for a few days, you will have enough information to set several system options. Initial settings are in effect for these options until you define new values. The options are: Service Level Limit Abandoned Call Threshold Adible Alarm Delay Message Length...
Page 58 want to set a low abandoned call threshold, and know that the possibility of mistaking an abandoned call for a “real” call, or vice versa will increase. The initial value for the abandoned call threshold is 10 seconds. AUDIBLE ALARM You can have your PC beep every time an exception message, a system message, or an error message appears.
Page 59 zET OPTIONS To set options, press the function key for the option you want to change. Service Level. The service level is the percentage of calls connected to [ F1 ] agents within a specified number of seconds (the service level limit). Prompt: SERVICE LEVEL: Percent of Calls Answered within n seconds.
Page 60: Selecting Exceptions
Selecting Exceptions An exception message indicates that a particular performance threshold has been reached or exceeded and an unusual or undesirable situation may be occurring. Exceptions allow you to customize performance goals for each split or line group. For instance, you may establish a threshold of 3 minutes as an acceptable talk time for one split and 4 minutes as an acceptable talk time for another split.
Page 61 Instructions for Selecting Exceptions Pressing (labeled “Select Exceptns”) on the Administration Menu screen [ F6 ] selects the Administer Exceptions screen shown below. Bon Voyage Travel ADMIN CMSI IR2 11:12a 06/13 EXCEPTION SETTINGS Split / Line Group E x c e p t i o n O n / O f f 1 / A AGENTS Talk Time >= xxx sec...
Page 62: Assigning External Alerts To Exceptions
Enter thresholds for splits or line groups. Keep these points in mind: You do not need to enter a threshold for each split or line group. If you don’t want to enter a threshold for a particular split or line group, simply leave it blank.
Page 63 External exception alerts provide a signal that alerts you to unusual or undesirable situations affecting splits or line groups. For instance, the All Lines Busy exception notifies you when all lines in a line group have been busy more than a certain number of seconds. An alert may be triggered for any or all of the following exceptions: Number of Calls Waiting Oldest Call Waiting...
Page 64 CONDITIONS FOR Generally, assigning alerts to line button numbers is the first step in administering alerts. An exception may have an alert assigned only under the ASSIGNING ALERTS following conditions: A line button number must be assigned to the alert number being used and it can only be assigned through CMS Administration (CMS is not managing calls).
Page 65 Bon Voyage Travel ADMIN CMSIIR2 1 1 : 1 2 a 0 6 / 1 3 EXCEPTION SETTINGS Split / Line Group O n / O f f 1 / A E x c e p t i o n AGENTS Talk Time >= xxx sec After Call Work >= xxx min...
Page 66 3 When you are finished changing line button numbers, press (labeled [ F8 ] “Enter Data”) to enter the data. ASSIGNING EXCEPTIONS simultaneously” You can assign some of the exception thresholds at the same AND EXTERNAL ALERTS time you assign external alerts to the exceptions. The prompts for Calls SIMULTANEOUSLY Waiting, Oldest Call, Avg Speed Ans, and All Lines Busy provide two fields, separated by a “/”...
Page 67 Selecting Agent Exceptions Agent exceptions allow you to monitor the activity of individual agents. You can use these exceptions to indicate reasonable expectations for call handling, and to see where extra training is necessary. You can set different exception thresholds for each split to tailor the exception for the type of calls each split handles.
Page 68 Talk Time. Talk time is the number of seconds an agent is connected to [ F1 ] a call. If you turn on this exception, CMS notifies you when an agent’s talk time meets or exceeds the threshold set for that split. Prompt: TALK TIME (seconds): ON/OFF? Split 1:...
Page 69 Refused Call. If you turn on this exception, CMS notifies you whenever [ F4 ] an agent refuses a call. Prompt: REFUSED CALLS: ON/OFF? Action: 1 Type on or off. 2 Press (labeled “Enter Data”). [ F8 ] Exception: Split X - Agent XXXXX - Refused Call Admin Exceptions.
Page 70 ADMINISTER A SPLIT To administer a split exception, follow these steps: EXCEPTION 1 Press the function key for that exception and refer to the description and instructions that follow this list. The exception message that appears when an exception threshold is met or exceeded is also listed. A typical example is Split X - # Calls Waiting >...
Page 71 3 If you wish to assign an alert to this exception, enter an alert number in the field to the right of the slash. If not, enter a hyphen. Press (labeled “Enter Data”) after the last field. [ F8 ] Exception: Split X - # Calls Waiting >...
Page 72 3 To assign an alert number, enter the number in the field to the left of the slash. If not, enter a hyphen. 4 Press (labeled “Enter Data”) after the last field. [ F8 ] Exception: Split X - Avg Speed Answer > = XXX seconds Admin Exceptions.
Page 73 To administer a line group exception, follow these steps: ADMINISTER A LINE GROUP EXCEPTION 1 Press the function key for that exception and refer to the description and instructions that follow this list. The exception message that appears when each exception threshold is exceeded is also listed. A typical example is Group B - All Lines Busy >...
Page 74 Hold Time Minimum (Minimum Line Holding Time). The line holding [ F3 ] time refers to the number of seconds a line has been in use for a single call. If you turn on this exception, CMS notifies you when the length of time a line has been in use is less than the threshold you set.
Page 75 6 The CMS administrator sets exception thresholds for various groups and splits. 7 The CMS administrator assigns the alert numbers to any of the splits or line groups for which thresholds are set and for which visual alerts are to light Up when the thresholds are met or exceeded.
Page 76: Backing Up Shift Configurations
Backing Up Shift Configurations If you routinely make a backup copy of your shift configurations, you will have a current version to use if you need to restore your system after a problem. You should also copy the system tables at the same time you copy the shift configurations.
Page 77 If you ever lose a shift configuration (for instance, if you clear a configuration by accident), copy the desired configuration (or all configurations) from the duplicate as follows: 1 Repeat steps 1 through 3 in the previous procedure. 2 To copy all your shift configurations from the duplicate onto the hard disk, type copy a:shift .cms c: To copy a single shift configuration from the duplicate, type...
Page 78: Overview
Overview You must complete several initial administration activities before you can manage calls with CMS. These activities, described in Section 4, “Administering CMS,” involve identifying your CMS lines and agents and building at least one shift configuration. If you have not completed these activities, refer to Section 4 and return to this section after you build your shift configuration(s).
Page 79 FIGURE 5-1 Map of the screens for call management. CMS MAIN MENU START CALL ADMINISTRATION REPORT MANAGEMENT MENU MENU AGENT SPLIT DAILY SUMMARY CUMULATIVE INITIALIZE DAILY SPLIT STORED SHIFT CUMULATIVE BY DAY REPORT CONFIGURATIONS CUMULATIVE BY HOUR DAILY LINE GROUP CUMULATIVE BY DAY REPORT CUMULATIVE BY HOUR...
Page 80: The Administrator/Supervisor's Responsibilities
The Administator/Supervisor's Responsibilities The MERLIN II system administrator is responsible for establishing certain systemwide options and features, such as setting the system for square or pooled lines, assigning the lines that a voice terminal can access, or storing System Speed Dial codes in the MERLIN II system. In many systems the administrator may also be given the responsibilities of the CMS super-visor;...
Page 81: The Attendant Console
The Attendant Console The system administrator should have set your MERLIN II system for a large system, that is, for a system with more than eight lines or more than 20 voice terminals. A CMS supervisor, you therefore must have a console that will accommodate a large system.
Page 82 Conversely, a CMS agent can have either a Manual Signaling button or an Auto Intercom button to contact you. And, you can tell which agent is calling because the light next to that agent’s Auto Intercom button on your voice terminal flashes rapidly, If the agent has a Manual Signaling button for you on his or her voice terminal, the agent and you should have a prearranged meaning for the signal, such as “Please pick up on this call.
Page 83 4 When you hear a beep, speak into your handset. (You hear a busy signal if all the voice terminals in the group are busy.) NOTE: The above group page codes are default codes. If the MERLIN II system has non-CMS activity, some codes may have undergone flexible numbering.
Page 84 FIGURE 5-2 The MERLIN II System Display Console. Message Clock Speaker Functions 555-4372 555-7183 555-1816 555-0916 555-5184 555-7182 555-1808 555-0917 555-5062 555-1818 555-0918 555-7181 Intercom 555-1415 555-8515 Alert (CMS) Voice Intercom 555-1414 555-8532 Alert (CMS) Ring 555-8518 555-8531 555-0911 555-0912 555-0913 555-0914 Conference...
Page 85: Startup Procedures
Startup Procedures To activate CMS, follow these steps: 1 Turn on your PC. If you use an AUTOEXEC.BAT file to automatically start the CMS program, the CMS Menu appears. Go to step 4. (For informatiom on creating an AUTOEXEC.BAT file, refer to “Starting up the CMS Program Automatically”...
Page 86 Bon Voyage Travel DAY CMSIIR2 3 : 4 6 p 0 6 / 0 2 INITIALIZATION IN PROGRESS ... SELECT CONFIGURATION STORED SHIFT CONFIGURATIONS 1 - DAILY 2 - WEEKEND 3 - NIGHT 4 - EVENING 5 - UNUSED 6 - UNUSED SELECT CONFIGURATION: Config #: Previous Cancel...
Page 87 Bon Voyage Travel DAY CMSIIR2 3 : 4 7 p 0 6 / 0 2 INITIALIZATION COMPLETE ... READY FOR INPUT F 1 0 - Help Config Reports System Exit Screen Status Call Mgt NOTE: You can choose to have a particular shift configuration begin automatically during system startup, CMS performs another series of system checks.
Page 88 Reports. Use this function key to select the Report Menu screen. [ F5 ] You can select reports from the Report Menu and print them out. This screen is accessible even while CMS is managing calls. For more information, see Section 7, “Generating Reports.” Exit Use this function key to stop call management.
Page 89: Making Agents Available For Cms Calls
Making Agents Available for CMS Calls Since it is important that your CMS knows when an agent is available for CMS calls, agents must understand how to designate the work state they are in. In this way, your CMS can run efficiently and maintain accurate records. AGENTS' VOICE Each agent must have on his or her voice terminal both an Available button and an ACW button.
Page 90 All agents are automatically placed in the logged out state when you stop managing calls with one shift configuration and begin managing calls with another. Individual agents are automatically placed in the logged out state in the following instances as well: When you add, move, or replace an agent When an agent has been in the after-call-work state for longer than the Agent Logout exception threshold, if you have specified one...
Page 91 An agent receiving a call from a line group with automatic ACW does not AUTOMATIC AFTER- have to touch the ACW button to announce unavailability upon completion of CALL-WORK STATE a call. The agent has a set period of time that was administered for the agent’s line group for finishing paperwork connected with the previous CMS call.
Page 92: Monitoring Call Management
Monitoring Call Management Once you begin call management (as described earlier in “Startup Procedures“), you can monitor activity in the line groups and splits through the status screens. These screens, described in this chapter, are as follows: System Status screen. This screen is considered the “home” screen during call management.
Page 93 Bon Voyage Travel DAY CMSIIR2 4 : 0 4 p 0 6 / 0 2 SYSTEM STATUS LINE GROUP INFORMATION L i n e Lines Split Group Busy T o t a l M a i n S e c F l o w A PUBLIC B SPECL C CHART...
Page 94 To access another screen from the System Status screen, to change to Day or Night Service, or to exit call management, press the corresponding function key: Day/Night. Press this function key to change the system from Day [ F1 ] Service mode to Night Service mode or vice versa.
Page 95 Key to System Status Data Bon Voyage Travel 4:04p 06/02 DAY CMSIIR2 SYSTEM STATUS LINE GROUP INFORMATION Line Lines S p l i t s Group Busy M a i n S e c F l o w Total A PUBLIC B SPECL C CHART D CORP...
Page 96 Using the Split Status Screens With the Split Status screens, you can get a detailed picture of the activities of each agent in each split. For instance, you can see how many calls each agent has answered and the average time an agent spends on a call. The same data are collected for each split.
Page 97 Error messages are displayed if an agent is already in the status entered, or if an ID is entered for an agent that is not in the split, or if either of the prompt fields is left blank. If an ACD call is in progress when the supervisor initiates the change, the new status takes effect upon completion of the call, and a message to that effect is displayed.
Page 98 Key to Split Status Data Bon Voyage Travel DAY CMSIIR2 4 : 0 3 p 0 6 / 0 2 SPLIT STATUS INFORMATION SPLIT 1: PERS SPLIT STATUS ACD Calls Other Waiting Status Pos ID Num AvgTlk AvgACW Xfr Rfusd Num AvgTlk S p l i t Num Old 0:00...
Page 99 10 Number of calls waiting in each split and length of time the oldest call has SPLIT STATUS been waiting CALL FLOW 11 Main and secondary split assignments and intraflow status Using the Line Status Screen The Line Status screen, shown below, summarizes the activity for each line in each line group.
Page 100 To change a line’s priority or select another screen, press the corresponding function key: Change Priority. Use this function key to change a line from a priority [ F1 ] line to a nonpriority line, or vice versa. The priority of a line determines its position among the calls waiting to be answered by an agent.
Page 101 Key to Line Status Data Bon Voyage Travel 4 : 0 2 p 0 6 / 0 2 DAY CMSIIR2 LINE STATUS C a l l s C a l l s SPLIT STATUS G r p L i n e P S t a t N u m H o l d T Waiting G r p L i n e P S t a t N u m H o l d T Busy/6...
Page 102 Using the Events Log Screen The Events Log screen displays the last 19 exceptions and system problems with the time and date they occurred. Exception messages alert you to unusual or undesirable situations. Pressing (labeled “Events Log”) on any status screen selects the Events [ F4 ] Log screen.
Page 103 Config Screen. Press this function key to select the Configuration [ F7 ] screen. From that screen you can begin dynamic reconfiguration of your system. For more information, see “Dynamic Reconfiguration,” later in this section. System Status. Press this function key to select the System Status [ F8 ] screen.
Page 104: Dynamic Reconfiguration
Dynamic Reconfiguration Once you activate a shift configuration (as described earlier in “Startup Procedures”), you can modify it through dynamic reconfiguration. For example, you can reassign agents or turn on intraflow to handle unexpected changes in incoming call traffic. Such changes are immediately activated in the current configuration. If you want, you can save the changes before you shut down CMS or before you select another shift configuration.
Page 105 From the configuration screen you can perform three types of reconfiguration (described below) or select other screens. Reconfigure Splits. Through the Configure Splits screen, you can add, move, or remove the agents in splits. Change Line Group Options. With the line groups prompt, you can change the number of seconds calls ring before CMS answers them (answer delay), turn force delay on and off, and specify the number of seconds an agent is to be automatically placed into ACW after completing...
Page 106 Config List. Press this function key to select the Stored Shift [ F7 ] Configurations screen. From this screen you can activate a different configuration, save or rename a configuration, or select a default configuration for startup. For more information, see “Using the Stored Shift Configurations screen,”...
Page 107 Action: 1 Enter an agent’s ID. 2 Enter the agent’s position number (a MERLIN II system 2-digit intercom number). 3 Enter a split number (1 through 6). 4 Press (labeled “Enter Data”). [ F8 ] Remove Agent. Use this function key to remove an agent from the [ F2 ] current configuration.
Page 108 New Agent. Use this function key to add a new agent (one who is not [ F5 ] listed in the Agent Directory) to the current configuration. Agents added using the Configure Splits screen are simultaneously added to the Agent Directory.
Page 109 Think of answer delay as a trade-off between the time a customer spends listening to ringing and the time the customer spends on hold. You can use a different answer delay value for each line group, depending on the type of lines in the group and the amount of time the caller is likely to wait before an agent is available.
Page 110 To change answer delay for any line group, press (labeled “Answer [ F1 ] Delay”) and the following screen with the answer delay prompt appears: Bon Voyage Travel DAY CMSIIR2 3:57p 06/02 AGENT SPLITS LINE GROUP OPTIONS A g e n t N u m A n s w e r F o r c e A u t o A g e n t S p l i t...
Page 111 Bon Voyage Travel DAY CMSIIR2 3 : 5 8 p 0 6 / 0 2 AGENT SPLITS LINE GROUP OPTIONS A g e n t N u m A n s w e r F o r c e A u t o A g e n t S p l i t S p l i t...
Page 112 Example Pressing (labeled “Line Groups”) from the Configuration screen selects [ F2 ] the line group function. A box appears around the line group area of the Configuration screen and a different set of function keys appears at the bottom of the screen. Refer to the following example. Bon Voyage Travel DAY CMSIIR2 3:59p...
Page 113 To change force delay for any line group, respond to the prompt: Prompt: Force Delay: Group Letter:_ Action: 1 Enter a group letter. 2 Press (labeled “Enter Data”), and the new data will be [ F8 ] displayed. The first screen shows the group letter entered on the prompt; the screen following shows the force delay turned on after the data was entered.
Page 114 AUTOMATIC ACW The automatic ACW option controls the length of after-call-work time, from O to 999 seconds. If 0 time is designated for a line group, the Auto ACW feature is not in effect. Pressing (labeled “Line Groups”) on the Configuration screen, and ( [ F2 ] [ F3 ] (labeled “Auto ACW”) on the subsequent screen provides the prompt and...
Page 115 To change Auto ACW for any line group, press (labeled “Auto ACW”) [ F3 ] and the following screen with the Auto ACW prompt appears: Bon Voyage Travel DAY CMSIIR2 4:14p 06/02 AGENT SPLITS LINE GROUP OPTIONS A g e n t A g e n t N u m A n s w e r F o r c e A u t o S p l i t...
Page 116 Bon Voyage Travel 4 : 1 5 p 0 6 / 0 2 DAY CMSIIR2 AGENT SPLITS LINE GROUP OPTIONS A g e n t N u m A n s w e r F o r c e A u t o A g e n t S p l i t S p l i t...
Page 117 Configuration screen, except a box appears around the Call Flow area and the function key labels change. Bon Voyage Travel DAY CMSIIR2 3:59p 06/02 AGENT SPLITS LINE GROUP OPTIONS A g e n t A g e n t N u m A n s w e r F o r c e A u t o S p l i t S p l i t G r o u p L i n e s D e l a y D e l a y A C W...
Page 118 Set Thresh (Set Intraflow Threshold). Use this function key to change [ F3 ] the intraflow threshold for a split. This threshold is based on the number of seconds the oldest call has been waiting in a split. You may need to set an intraflow threshold for both main splits and secondary splits.
Page 119 Using the Stored Shift Configurations Screen The Stored Shift Configurations screen, shown below, is very similar during call management and administration. 4:25p 06/02 Bon Voyage Travel DAY CMSIIR2 STORED SHIFT CONFIGURATIONS 1 - DAY 2 - 28AGTS 3 - 14AGTS 4 - 14&14 5 - UNUSED - UNUSED...
Page 120 If you are changing from one shift configuration to another, calls are handled as follows during the change: If you have made changes during dynamic reconfiguration, you are prompted to choose whether you want to save the changes. If you do not save the new configuration, it will revert to the last saved configuration.
Page 121 Rename Config. Use this function key to name or rename a [ F3 ] configuration. Configuration names can be up to 10 letters, numbers, or special characters. Spaces are not allowed, so you may want to use underscores instead. Remember that if you rename a configuration “UNUSED,”...
Page 122 Selecting Day or Night Service CMS provides two modes of call management: Day Service and Night Service. During Day Service, one of your shift configurations is active and CMS routes calls to agents. During Night Service, CMS answers incoming calls, connects them to the voice announcement unit, and disconnects the calls after the message is over.
Page 123 3 If you typed to change mode, the prompt line reads: change to Day Message and Press Any Key to Start Day Service. When the prompt appears, the system stops answering ringing calls (that is, the calls keep ringing). Any calls already connected to the voice announcement unit stay connected until the message is finished, and are then disconnected.
Page 124 Day-to-Day Operation of CMS Your day-to-day interaction with CMS primarily involves monitoring system status during call management and using dynamic reconfiguration to make any needed changes in the configuration being used to manage calls. The following example illustrates how the CMS administrator at Bon Voyage Travel interacts with the system during a typical day.
Page 125 The Events Log Report lists many occurrences of the all lines busy exception, which signifies that many people hear a busy signal when they call. Pat can use exception information like this to see if more lines should be added to some line groups.
Page 126: Overview
Overview When a call comes into CMS, the system looks for an available agent in the main split assigned to the line group for the call. If agents are available, CMS routes the call to the agent who has been available the longest. After answering the call, the agent may need to: Transfer calls to another split or agent Call another split for information...
Page 127: The Merlin Ii System Voice Terminal
The MERLIN II System Voice Terminal The MERLIN II system voice terminal provides the user with basic telephone functions, such as Transfer and Hold. However, in order for the agents to use the Available and after-call-work (ACW) state buttons, and the Manual Signaling, Auto Intercom, Transfer-to-Split, and All-Ring operation features, either you or the agent must program them onto an agent’s voice terminal.
Page 128 FIGURE 6-1 The BIS-10 Voice Terminal. AT&T BIS-10 Pat Payne Pool 893 Trans to Pool 9 Personal Pool 9 Intercom Available Voice Intercom 555-5184 Ring Conference Transfer Drop Hold Stop Pulse The MERLIN II System Voice Terminal 6-3...
Page 129 The Digital Voice Terminal Your agents may use a 7406 digital voice terminal. The 7406 voice terminal has three columns of buttons. (See Figure 6-2.) The lower two buttons in the leftmost column are reserved for intercom calls. The top button in the leftmost column and the second button from the top in the middle column are used for line buttons in a square system or line pool buttons in a pooled system.
Page 130: Selecting A Voice Terminal For Your Agents
Selecting a Voice Terminal for Your Agents Your agents’ voice terminals may need the following types of buttons: Line and/or line pool buttons Available and after-call-work state buttons Auto Intercom and/or Manual Signaling buttoms A Cover button for the Transfer-to-Split and All-Ring operation features The following information briefly describes each of these line and feature assignments and ways in which your agents can use them.
Page 131 Each CMS line group should be assigned to a separate line pool in order to prevent people not working with CMS from placing or receiving calls on those lines. CMS lines should not be placed in the same line pool as lines not assigned to CMS.
Page 132 An Auto Intercom button for another split. Splits that need to transfer calls to other splits may want an Auto Intercom button for the intercom numbers of the “ghost” voice terminals of each of the splits they transfer calls to. See “A Note on Ghost Voice Terminals.” For this purpose, you should give the intercom numbers of the “ghost”...
Page 133 ALL-RING OPERATION If agents in a split are frequently away from their voice terminals (for instance, in a warehouse), you can set Up All-Ring operation for that split. Each agent in an All-Ring split needs a special button to receive calls, When a call comes in for the split, it rings at all the voice terminals that have a Cover button for the “ghost”...
Page 134: Programming A Voice Terminal
Programming a Voice Terminal The MERLIN II system voice terminals come with fixed features agents can use immediately. They must also add features to their voice terminals so that they can announce their availability or unavailability for CMS calls and handle CMS calls more efficiently.
Page 135 Programming Notes Feature name code Available Use a button with lights Use a button with lights 91 + intercom If possible, use a Auto Intercom button with lights number 6O + intercom Manual number Signaling Programming Notes codes Feature name All-Ring 4O + the intercom Use a button with...
Page 136 Announcing Availability for CMS Calls During call management, agents assigned to splits in an active configuration can place themselves in one of the following work states: Available state. When an agent is available for CMS calls, the light next to the Available button must be on. After-call-work (ACW) State.
Page 137 When call management begins, all agents are automatically placed in the ANNOUNCING AVAILABILITY logged out state. The agent must indicate when he or she is available for CMS calls by turning on the light next to Available. In order to do this, the agent can 1 Touch Available.
Page 138 If administered, the Auto ACW feature begins working after an agent receives his or her first call. Upon completion of the call, the agent is placed into ACW for the administered time and then returned to the available state automatically. An agent receiving a call from a line group with automatic ACW does not have to touch the ACW button to announce unavailability upon completion of a call.
Page 139 Using MERLIN II System Features with CMS With a MERLIN II system voice terminal an agent can easily place and answer both outside and intercom calls, set up a conference call, transfer calls, and use the Auto Intercom and Manual Signaling features to contact other people in the MERLIN II system.
Page 140 Lights Line status Red light steady This is either the line you are now using or the line you will get when you lift your handset. Green light steady This is the line that either you or someone else is using. This is the line on which a call is Green light flashing coming in.
Page 141 If there is someone whom the agent often needs to call (for example, when the agent needs to call you for assistance), the agent can program an Auto Intercom button for the person. When the agent needs to call the person, he or she can just touch that person’s Auto Intercom button.
Page 142 need help.” An agent can also use the Manual Signaling button for placing an intercom call. If an agent programs this feature on a button with lights, the green light next to the button goes on when you or the other person uses his or her voice terminal.
Page 143 3 When the other person answers, the agent can lift the handset. To place an announced intercom call with an Auto Intercom button: 1 If the red light next to it is not already on, touch Intercom-Voice. 2 Touch the Auto Intercom button for the intercom number the agent wants to dial.
Page 144 Transferring Calls with Voice Announcement An agent can announce a call before transferring it by following this procedure: 1 Touch Transfer. 2 Touch Intercom-Voice. 3 Touch the Auto Intercom button or dial the intercom number of the person to whom the call is to be transferred. If the agent has a Manual Signaling button for the person, he or she can touch Intercom-Voice and then touch the Manual Signaling button.
Page 145 Pickup button. (For information about how to program a Call Pickup button, see “Programming a Voice Terminal” in this section.) To pick up a call using Call Pickup, the agent must: Touch Intercom-Ring or Intercom-Voice. Lift the handset. Dial *9. Dial the special intercom number for that split.
Page 146 For a digital voice terminal, 1 Touch Shift. 2 Touch Select Ring. You hear the voice terminal’s current ring. sound you like. 3 Touch Select Ring repeatedly until you hear a ringing 4 To save the selected ringing sound, touch Shift again. RINGING OPTIONS You can determine whether incoming calls ring immediately at a voice terminal or do not ring at all.
Page 147: Overview
Overview CMS provides a wealth of Management Information System (MIS) data through both on-line and historical reports. They can help you manage your resources efficiently and keep your costs in line. For instance, you can use reports to forecast staffing needs and determine whether line groups need more or fewer lines.
Page 148: Types Of Cms Reports
Types of CMS Reports The CMS reports are described individually in this order: Daily Agent Split Summary Cumulative Agent Split Summary Daily Split Report Cumulative Split Report Daily Line Group Report Cumulative Line Group Report Events Log Report Daily reports cover one day’s activities from 12:00 a.m. through 11:59 p.m. Cumulative reports summarize a specified number of consecutive days as entered by the CMS administrator when requesting reports.
Page 149 Agent Split Summary DAILY AGENT SPLIT This report provides summary data on each agent in a given split. CMS S U M M A R Y provides an Agent Split Summary for each split. This report can help you: Understand the skills of your top performers and transfer those skills to other agents.
Page 150 DAILY ACD CALLS Num ACD Calls. The number of calls each agent handled while logged into that split. The number includes intraflowed calls and excludes abandoned calls. The number on the summary line is the total number of ACD calls handled by all agents in the split. Avg Talk Time.
Page 151 CUMULATIVE AGENT A Cumulative Agent Split Summary report can be generated for any past SPLIT SUMMARY consecutive period from 2 to 93 days. The information for ACD and other calls as well as additional data will reflect the entire consecutive period specified.
Page 152 A typical Daily Split Report appears below. Bon Voyage Travel DAILY SPLIT REPORT SPLIT 2: CHART Period: 06/10/88 ACD CALLS OTHER CALLS Num Num Avg Num Num Talk Num ACD Serv Speed Calls Flow Flow Talk After Other Time Call Calls Calls Other Time Levl...
Page 153 Avg Talk Time. The average amount of time agents spent connected to each ACD call. The summary line displays the average amount of time per call, not per agent. Avg After Call. The average amount of time agents spent in the after- call-work state per call.
Page 154 A typical Cumulative Split Report By Day appears below: Bon Voyage Travel CUMULATIVE SPLIT REPORT BY DAY SPLIT 2: CHART Period: 06/10/88 - 06/13/88 ACD CALLS OTHER CALLS Num Num Avg Num Num Avg Avg Speed Calls Flow Flow Talk After Other Talk Num...
Page 155 A typical Cumulative Split Report by Hour appears below. Bon Voyage Travel CUMULATIVE SPLIT REPORT BY HOUR SPLIT 2: CHART Period: 07/11/88 - 07/14/88 ACD CALLS OTHER CALLS Num Num Avg Avg Num Num Avg Avg Speed Calls ACD Flow Flow Talk After Xfr Other Talk Num ACD Serv Hour Ans Aband Calls...
Page 156 Line Group Report This report gives hour-by-hour data for a given line group. It includes data DAILY LINE GROUP REPORT for every hour that CMS is in Day Service or Night Service mode during the 24-hour period the report covers. You can use this information to control your expenses for telephone lines, for instance: A high number of abandoned calls may indicate too few agents.
Page 157 The column descriptions for the above report are as follows: TIME Time. The beginning of the hour in which data were collected. ACD CALLS Calls Offered (Night/Day). The number of ACD calls to the line group during a given hour. This number includes abandoned calls as well as calls connected to agents.
Page 158 ADDITIONAL DATA FOR % All Lines Busy. The percentage of time in each hour that all lines in the group were simultaneously busy. DAILY CALLS Busiest hours. The three hours with the largest total holding time for ACD calls. The busiest hour is shown first (lower portion of screen), followed by the second and third busiest hours.
Page 159 CUMULATIVE LINE GROUP A Cumulative Line Group Report By Hour can be generated for any REPORT BY HOUR consecutive period from 2 to 93 days. Most of the column headings are the same as for the Daily Line Group Report and the Cumulative Line Group Report by Day.
Page 160 Events Log Report The Events Log Report lists the 50 most recent exceptions and system messages, along with the date and time they occurred. Depending on how often exceptions and system messages occur in your system, this report may span several days or part of one day. A typical Events Log Report follows: Bon Voyage Travel EVENTS LOG REPORT Time Date...
Page 161: Cms Reports
You can use this report to review the following possible problem areas: Split staffing or configuration problems By monitoring the abandoned-call, average-speed-of-answer and oldest- call-waiting exceptions, you can see if you need to add more agents or activate intraflow during peak hours. Exception thresholds that are set too low For instance, if you receive many exception messages for talk time, agent logout, or after-call-work time, the exception thresholds you are using may...
Page 162: How To Generate Reports
How to Generate Reports You can select and print MIS reports whether or not CMS is managing calls. You can print the reports individually, or you can choose to print all the reports (except the Events Log Report) at once. The Events Log Report must be printed separately.
Page 163 3 Press the function key for the report(s) you want to print: For example, if you press (labeled “Split Report”), the following [ F2 ] screen appears: REPT CMSIIR2 Bon Voyage Travel 10:33a 08/09 PRINT SPLIT REPORT F1 - Cancel Report - Print Daily Report - Print Cumulative Report by Day F4 - Print Cumulative Report by Hour...
Page 164 Bon Voyage Travel REPT CMSIIR2 10:35a 08/09 PRINT SPLIT REPORTS F1 - Cancel Report F2 - Print Daily Report F3 - Print Cumulative Report by Day F4 - Print Cumulative Report by Hour Select Start Date: 8 / 01 / 88 Select Date: 8 / 08 / 88...
Page 165 3 Enter the desired date or period, as applicable, and the report will print. To generate all reports, follow these basic steps: SUMMARY ON GENERATING ALL 1 From the REPORT MENU, select (labeled “All Reports”). [ F4 ] REPORTS 2 Press either (labeled “Daily Report”), (labeled “Cum by Day”), [ F2 ]...
Page 166 Overview Archiving is the process of copying historical data from the hard disk to diskettes. You need to archive data when the hard disk begins to run out of space and you want to save your old files. You should archive data once a month to keep the system running efficiently.
Page 167 Copying the System Tables File To copy the system tables file, do as follows: 1 If you are not in the cms directory on the hard disk, type c d \ c m s 2 To get into the cmsmgmt directory, type cd cmsmgmt 3 To copy the system tables file for the current date, type copy c:systbls.cms a:syymmdd.cms...
Page 168 GENERATING HISTORICAL If you have transferred old CMS data from the hard disk onto diskettes, you REPORTS may later want a report or a complete set of reports for a particular date. The procedures that follow explain how to copy the system tables and data files for the date from the diskette onto the hard disk, so that you can then generate reports for that date.
Page 169 Generating Reports The system tables and data for the date(s) you’re interested in should now be in the correct locations on the hard disk. To generate the reports you want, follow the instructions under the heading “How to Generate Reports” in Section 7.
Page 170: Overview
Overview This section of the manual suggests corrective action for problems that may occur with your CMS. It is organized as follows: Startup Problems. Suggests corrective action for problems the CMS program detects during startup Call Management Problems. Identifies problems that can cause CMS to stop managing calls and suggests corrective action System Errors.
Page 171: Startup Problems
Startup Problems The information on the following pages identities and suggests corrective action for problems that may occur when you are starting up CMS. The problems are grouped according to the kind of message they cause to appear in the information portion of the Initialization screen, as follows: Error messages Warning messages Scan the pages to find the message that identifies your problem, and take the...
Page 172 ERROR—No Configuration Found. ADMINISTER System. Effect on Call Management: Until this problem is corrected, CMS cannot manage calls, See “Managing Calls if CMS is Disabled” at the end of this section of the manual. Possible cause Corrective action You omitted one or In sequence, press , and [ F8...
Page 173 ERROR—CU 1 Faulty or Disconnected. CMS Cannot Manage Calls. Status lndicator: CU 1 [flashing) Effect on Call Management: Until this problem is corrected, CMS cannot manage calls. See “Managing Calls if CMS is Disabled” at the end of this section of the manual. Possible cause Corrective action There’s a loose...
Page 174: Warning Messages
Warning Messages WARNING—CU 2 Faulty or Disconnected. Status Indicator: CU 2 Effect on Call Management: CMS manages calls somewhat more slowly without CU 2. You may notice an increase in abandoned calls during periods of heavy incoming call traffic until you correct this problem. Possible cause Corrective action There’s a loose cable...
Page 175 WARNING—NO Main Split Assigned to One or More Line Groups. Effect on Call Management: Calls coming in on lines with no main splits assigned to them go unanswered. Corrective action Possible cause You have not finished From the Initialization screen: assigning agent splits to 1 Press to get the Configuration screen.
Page 176 WARNING—One or More Main or Secondary Splits Has No Agent. Effect on Call Management: If both the main and secondary splits assigned to a line group have no agents, calls coming in on that group of lines will not be answered.
Page 177 WARNING—Only x Day’s Space Left for Storing History Data. Status Indicator: LoStorage Possible cause Corrective action There’s room on the Exit to MS-DOS and delete at least one day’s hard disk for “x“ days of data files. If you want to save your files, see historical data.
Page 178 WARNING—Printer Not Ready. Using Prt Sc Key Will Halt CMS. Status Indicator: Don’tPrtSc Effect on Call Management: If you use the key when this message is [ Prt Sc ] displayed, CMS stops managing calls. Possible cause Corrective action The printer is not Make sure that the printer is plugged in and receiving power.
Page 179: Call Management Problems
Call Management Problems The information on the following pages identifies and suggests corrective action for problems that may occur while CMS is managing calls. Scan the pages to locate the error message or problem description that identifies your problem. Then take the recommended corrective action. IMPORTANT: All the problems identified here bring call management to a halt.
Page 180 Possible cause Corrective action The cable is faulty. Try switching the cables plugged into CU 1 and CU2. Unplug the cable from CU 1 and plug it into CU 2, and vice versa. If the CU 1 indicator on the screen stops flashing and the CU 2 indicator appears on the screen, you know the problem is either a faulty cable or a faulty MERLIN II system component.
Page 181 ERROR—CMS Card Faulty or Not Found. CMS Cannot Manage Calls. Status lndicator: CU 1 (flashing) and CU 2 (on steady) Audible Signal: A single short beep from the PC Effect on Call Management: Until this problem is corrected, CMS cannot manage calls.
Page 182 PROBLEM: Calls coming in on some lines are not being processed properly by CMS. Possible cause Corrective action The lines were not To administer the lines, follow the instructions properly administered to under the heading “Assigning Lines to the the attendant jacks CMS (PC) Attendants”...
Page 183: System Errors
System Errors While CMS is managing calls, messages beginning with may appear SYSERR on the error line of a status screen and also on the Events Log screen. WHAT THEY MEAN A SYSERR usually indicates that a CMS file has been damaged. (For example, a user may have accidentally deleted a CMS file, or a power surge may have damaged one.
Page 184: Voice Announcement Unit Problems
Voice Announcement Unit Problems WARNING—Message Unit Out of Service. Check Power and Cables. Status Indicator: MSG Effect on Call Management: Until this problem is corrected, CMS cannot connect calls to the delay message. Callers hear ringing until an agent answers. Possible cause Corrective action The voice announcement...
Page 185: External Alert Problems
External Alert Problems No warnings or direct adverse effects; however, when exception thresholds are exceeded and this condition continues, CMS does not operate efficiently. PROBLEM: External Alert does not light when an exception occurs. Possible cause Corrective action the proper Alert is not connected to Check that the alert is connected to port for which it was...
Page 186: Printer Problems
Printer Problems WARNING—Printer Not Ready. Using Prt Sc Key Will Halt CMS. Status Indicator: Don‘tPrtSc Effect on Call Management: If you use the key when this message is [ Prt Sc ] displayed, CMS stops managing calls. Effect on Data Collection: If CMS stops managing calls, all data collection stops, but it resumes normally when the problem is corrected.
Page 187 Printer Not Ready. (When Printer Ready, Select a Labeled Function Key.) Status Indicator: Don’tPrtSc Effect on Call Management: Same as for previous problem. . Effect on Data Collection: Same as for previous problem. Possible cause Corrective action Make sure that the printer is plugged in and The printer is not turned on, and that the Ready light is on.
Page 188: Agent Problems
Agent Problems PROBLEM: An agent is not receiving any CMS calls. Possible cause Corrective action The agent isn’t using the Refer the agent to the information under the heading “Announcing Availability Available and ACW buttons correctly for CMS Calls” in Section 6, “Handling CMS Calls,”...
Page 189 PROBLEM: Agents continue to receive CMS calls after touching the ACW button to indicate they are unavailable for CMS calls. Possible cause Corrective action The agents are touching the Remind the agents to touch the ACW ACW button after they hang button before they hang up.
Page 190 PROBLEM: Agents stationed close to each other have trouble determining whose voice terminal is ringing. Possible cause Corrective action The agents’ voice terminals Remind the agents to personalize the have the same ringing pattern. ringing on their voice terminals. Refer them to the information on personalized ringing under the heading “Using MERLIN II Features with CMS”...
Page 191: Managing Calls If Cms Is Disabled
Managing Calls if CMS is Disabled If CMS becomes disabled, you and your agents must answer and distribute calls using MERLIN II system features until the problem is solved and CMS resumes managing calls. The following information assumes that you (the supervisor) will act as the administrator/attendant for your CMS lines until CMS is running again.
Page 192 Square System Every agent’s voice terminal has a separate line button for each CMS line the agent’s split answers. Agents can tell from the lights next to the line buttons which lines are ringing, in use, or on hold. They should be able to manage the calls coming into their splits themselves.
Page 193 directly. You (the attendant) must answer all CMS calls and transfer them to available agents. This requires that you monitor the lights on your voice terminal very closely. To manage calls, do the following: Have the agents leave their voice terminals set to “No Ring.” Answer all incoming calls and transfer them to available agents.
Page 194: Overview
Overview This section contains the following quick reference guides: Quick Reference Guide to Your PC Keyboard Quick Reference Guide to Entering and Editing Data Quick Reference Guide to Dynamic Reconfiguration Map of Screens for CMS Administration Map of Screens for Call Management You may want to make copies of some or all of these guides and keep them handy while you administer and monitor CMS.
Page 195: Quick Reference Guide To Your Pc Keyboard
Quick Reference Guide to Your PC Keyboard The instructions in this manual refer to the 6300 WGS keyboard. The type of keyboard you are using depends on the type of PC to which it is connected. The function keys discussed in this guide are the same on both keyboards. The design differences between the two keyboards affect the position of the keys, but not their function.
Page 196: Quick Reference Guide To Entering And Editing Data
Quick Reference Guide to Entering and Editing Data THE PROMPT Many CMS prompts contain several empty fields, as in the following example: ADD AGENT: Last Name: First: When a prompt appears, the cursor is positioned at the beginning of the first field.
Page 197 EDITING DATA Follow the instructions in the table below to change entries. Do this Change a character in a field Move the cursor to the incorrect character and type another character over it. Press after the last character Add characters at the end of an [ >...
Page 198: Quick Reference Guide To Dynamic Reconfiguration
Quick Reference Guide to Dynamic Reconfiguration This guide shows what screens to select if you want to activate a different configuration or make changes in the current configuration. While CMS is running, you can: Reconfigure agent splits Change line group options Reconfigure call flow Use the Stored Shift Configurations screen to save your changes or to activate a different configuration...
Page 199: Map Of Screens For Cms Administration
Map of Screens for CMS Administration FIGURE 10-3 Map of Screens for CMS Administration CMS MENU START CALL ADMINISTRATION PRINT MANAGEMENT MENU REPORTS STORED SHIFT AGENT ADMINISTER LINES ADMINISTER M A N A G E M E N T DIRECTORY OPTIONS EXEPTIONS AND LINE GROUPS...
Page 200: Map Of Screens For Call Management
Map of Screens for Call Management FIGURE 10-4 Map of Screens for Call Management CMS MAIN MENU START CALL ADMINISTRATION REPORT MANAGEMENT MENU MENU AGENT SPLIT DAILY SUMMARY CUMULATIVE INITIALIZE DAILY SPLIT STORED SHIFT CUMULATIVE BY DAY REPORT CONFIGURATIONS CUMUATIVE BY HOUR DAILY LINE GROUP CUMULATIVE BY DAY...
Page 201: Cms Terms
Overview This glossary defines these sets of expressions used in CMS. CMS Terms. Defines key terms used in this manual to describe the setup and operation of CMS. The list includes MERLIN II system terminology. CMS Status Screens. Explains the terms used to identify the various statistics presented in the System Status, Split-Status, and Line Status screens.
Page 202: Cms Terms
CMS Terms Key words and phrases used in CMS are defined below, Abandoned A call that comes into CMS but is disconnected by Call the caller before being serviced by an agent. Abandoned The minimum number of seconds an agent must Call Threshold be connected to a call for it to be considered a serviced call.
Page 203 Auto ACW An administered state in which the agent receives no ACD calls. CMS automatically puts an agent’s (Automatic voice terminal into this state upon the completion after-call-work) of a call to allow the agent to finish work State associated with previous calls. The Automatic ACW option controls the length of after-call-work time, from 0 to 999 seconds.
Page 204 An indication that a particular performance Exception threshold for an agent, split, or line group has been reached or exceeded and an unusual or undesirable situation may be occurring. Exception messages appear on the administrator’s PC screen. Exception The point at which the administrator is to be Threshold notified that an exception has occurred;...
Page 205 Jack, Control One of several numbered receptacles on the Unit MERLIN II system control unit into which connections for telephone lines and voice terminals are plugged. Line Group A group of interchangeable telephone lines on which CMS calls can be answered by the same team of agents.
Page 206 Refused Call A call that rings at an available agent’s position, is not answered within the transfer return interval, and then returns to CMS. When a call is refused, the agent’s position is automatically put into the logged out state. Ringing Two types of ringing are important to CMS: initial ringing occurs during the answer delay, from the...
Page 207 An arrangement of CMS line groups and agent Shift splits that, when activated, determines how CMS Configuration calls are routed to agents. CMS allows you to define as many as six different shift Configurations. Split, Agent See Agent Split. Supervisory A feature that allows a supervisor to change an Login/Logout agent’s work status (Available/ACW/Logged out)
Page 208: Cms Status Screens
CMS Status Screens The System Status, Split Status, and Line Status screens provide data that is continuously updated to help you monitor your CMS system. The following terms are used to distinguish between different types of calls: Serviced vs. abandoned. These terms distinguish between incoming calls that were or were not handled by an agent.
Page 209 The total number of lines in the group. Lines Total Splits Main The number of the main split assigned to the line group. If no main split is assigned, a hyphen appears instead of a number. Splits Sec The number of the secondary split assigned to the line group for intraflow.
Page 210 Waiting Old The number of seconds the current oldest call has been waiting to be transferred to an agent in a particular split. Call waiting time includes initial ringing time and CMS hold time. The waiting time ends when the call begins ringing at the position of the agent who answers it.
Page 211 Split Status Screen This section explains the terms used to identify different types of information on the Split Status screen. The statistics presented on this screen are collected on an hourly basis. NOTE: If an agent answers an ACD call and then transfers the call to another agent or to a nonagent, the statistics for the call are not included in the data shown on the Split Status screen.
Page 212 ACD Calls The number of ACD calls that the agent did not answer. Rfusd Other Num The number of completed other than ACD calls the agent has made or received. Other AvgTlk The average amount of time (in minutes and seconds) the agent has spent on completed “other”...
Page 213: Line Status Screen
Line Status Screen This section explains the terms used to identify different types of information on the Line Status screen. The statistics described on this screen are collected on an hourly basis. LINE STATUS The letter assigned to the line group. Line The number of the line(s) assigned to each group.
Page 214 SPLIT STATUS The top right section of the screen summarizes calls waiting ‘for all splits. Waiting Num The number of calls in a split that are ringing, connected to the delay message, or on hold waiting for an agent. Waiting Old The number of seconds the current oldest call has been waiting to be answered by an agent in a particular split.
Page 215: Cms Reports
CMS Reports This section explains the terms used to identify data in the CMS reports generated from the Report Menu: The Daily Agent Split Summary Report shows data averaged/totaled over an entire day (midnight to midnight). The Cumulative Agent Split Summary Report shows data averaged/totaled over a specified number of days ranging from 2 to 93 days.
Page 216 The average amount of time (in minutes and ACD CALLS Avg After Call seconds) the agent spent in the after-call-work state. The average does not include any time spent on the phone during an after-call-work state. (The figure in the totals line under this column should be identical to the Avg After Call total in the Daily Split Report.) The average amount of time spent on ACD-related...
Page 217 Cumulative Agent Split Summary This report provides summary data on each agent in a given split over a specified period, from 2 to 93 consecutive days. The start and end date specified will be on the report. The column headings in this report are the same as for the daily report; the totals under the headings will reflect the cumulative period of time specified.
Page 218 The total number of completed calls intraflowed ACD CALLS out of this split and answered by agents in Flow Out another split during a given hour. ACD CALLS The average amount of time (in minutes and Avg Talk Time seconds) agents in the split spent on an ACD call. The average includes time a call may have been placed on hold by an agent.
Page 219 % ACD Time The percentage of time agents spent on ACD- related work (on CMS calls and in the after-call- work state). The figure in the totals line under this column should be identical to the % ACD Time total in the Daily Agent Split Summary. The percentage of completed calls that were Serv Levl connected to an agent in the split within the...
Page 220 Daily Line Group Report This report provides hour-by-hour data for a given line group, The report shows entries for each hour that the CMS is in either Day or Night Service mode during the 24hour period the report covers. Time The start time of the data collection hour.
Page 221 XFR CALLS The total amount of time (to the nearest minute) Hold Time all lines were held (in use) by transferred calls. Total The number of “other” calls which seized the lines OTHER CALLS Num Other of the line group during a given “hour. Calls still in progress at the end of the hour are included in Calls the next hour’s data.
Page 222 Cumulative Line Group Report (by day or hour) This report provides hour-by-hour data on a line group over a specified period, from 2 to 93 consecutive days. Statistics can be generated for a Cumulative Line Group Report to reflect cumulative days or cumulative hours, for each hour that CMS is in either Day or Night Service.
Page 223 Index CMS software, installing, 3-5 – 3-8 CMS status screens, glossary of, G-8 – G-14 CMS System Manual, description of, 1-2 – 1-3 CMS terms, glossary of, G-2 – G-7 Abandoned call threshold, definition of, 4-28 CMS User’s Card, description of, 1-1 ACW, administering, 4-13 –...
Page 224 Shift configuration Intraflow, 2-2 copy procedure, 4-47 example of, 4-15 – 4-16 definition of, 4-5 Intraflow threshold, 2-2, 2-4 editing, 4-7 – 4-9 renaming, 4-20 saving changed, 4-19 Shift configurations, 2-2 Line buttons, need for, 6-5 – 6-6 backing up, 4-47 – 4-48 Line Group Exceptions, selecting, 4-43 - 4-45 Software, installing, 3-5 –...

AT&T Merlin II Feature Module 2 System Manual

Quick Links

Need help?

Questions and answers

Related Manuals for AT&T Merlin II Feature Module 2

Summary of Contents for AT&T Merlin II Feature Module 2

Table of Contents