Page 1 Call Management System for MERLIN LEGEND™ Communications System Installation and System Programming Guide...
Page 2: Ordering Information
Copyright© 1991 AT&T AT&T 585-214-010 All Rights Reserved Issue 1 Printed in U.S.A. October 1991 Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Federal Communications Commission (FCC) Interference Notice This equipment has been tested and found to comply with the limits of a Class A digital device, pursuant to Part 15 of FCC rules.
Page 3: Table Of Contents
Contents About This Guide Documentation Conventions xiii Related Documents xiii How to Order Documentation Basic Terms and Key Concepts Programming the MERLIN LEGEND System for CMS Before You Begin A Word About Programming System Programming Telephone Programming Backups Setting Basic System Operating Conditions System Mode System Renumbering Block Renumbering...
Page 4 Contents 1-14 Program Loop-Start Lines 1-14 Program Ground-Start and ISDN PRI Lines 1-15 Setting Up the Operator Positions 1-15 Identify CMS Operator Positions Assign CMS Lines, External Alerts, and Loop-Backs to 1-16 CMS Supervisor 1-17 Copy Line Assignments to CMS PC Ports 1-18 Set CMS Supervisor to No Ring 1-19...
Page 5 Contents 1-38 Transfer-to-Split 1-38 Adding a Ghost Module 1-39 Assigning Primary Coverage Buttons 1-40 Transfer-to-Queue 1-41 All-Ring Operation Installing the Hardware Hardware Requirements MERLIN LEGEND Hardware CMS Hardware—Required CMS Hardware—Optional Installation Procedures Installing the External Alert 2-11 Changing the VDC 600 Board DIP Switch Setting Connecting CU1 and CU2 to the MERLIN LEGEND 2-12 System...
Page 6 Contents CMS Programming Basics Starting CMS When You Need Help Moving Between CMS Screens Entering and Editing Data Editing Prompt and Function Keys Guidelines for Entering Data Alternate Editing Keys Simple Editing Procedures Leaving CMS Identifying Agents and Lines Getting Started Creating an Agent Directory Programming CMS Lines Adding Lines...
Page 7 Contents Programming Call Flow 6-10 Assigning Main and Secondary Splits 6-11 Turning Intraflow On/Off (Optional) 6-12 Setting the Intraflow Threshold (Optional) 6-12 Setting All-Ring Operation 6-13 Naming and Saving the Shift Configuration 6-13 Naming a Split Configuration 6-14 Saving a Split Configuration 6-15 Choosing a Start-Up Configuration Testing CMS...
Page 8 Contents Troubleshooting Error Messages Warning Messages 9-14 System Errors 9-14 What They Mean 9-14 What to Do 9-14 If CMS is Managing Calls Correctly 9-15 If CMS has Stopped Managing Calls 9-16 Other Messages 9-18 Other Problems 9-18 Call Management Problems 9-21 Agent Problems External Alert Problems...
Page 9 Contents GL-1 Glossary IN-1 I n d e x...
Page 10: About This Guide
About This Guide This guide explains how to install, program, and test the Call Management System (CMS) on the MERLIN LEGEND™ Communications System. When you complete the activities in this guide, CMS is ready to manage calls with a primary shift configuration. Additional programming, customization, and fine-tuning are described in the CMS Supervisor’s Guide.
Page 11: Documentation Conventions
About This Guide Documentation Conventions Several special symbols and typefaces appear in this guide. For example, keys that appear on your keyboard are shown like this: [F1] (function key F1) [ ] (up arrow) [ ] (down arrow) [ ] (left arrow) [ ] (right arrow) [ ] (tab key) [ ] (enter key)
Page 12: Related Documents
About This Guide Related Documents Other documents are available to help you setup, use, and maintain CMS with the MERLIN LEGEND system. These documents are: CMS Planning Guide and Forms CMS Supervisor’s Guide CMS User’s Quick Reference MERLIN LEGEND Communications System PBX System Planning MERLIN LEGEND Communications System Key System Planning MERLIN LEGEND Communications System Programming Guide MERLIN LEGEND Communications System lnstallation, Programming,...
Page 13: Basic Terms And Key Concepts
About This Guide Order Number Document Planning Guide and Forms 585-214-050 585-214-071 Supervisor’s Guide 585-214-070 User’s Quick Reference (packages of 15) MERLIN LEGEND Communications System 555-610-113 PBX System Planning 555-610-112 Key System Planning 555-610-111 System Programming Guide Installation, Programming, and Maintenance 555-610-140 555-610-110 System Reference...
Page 14 About This Guide Agents and Agent Splits Incoming calls are answered by agents who are assigned to agent splits. A split is a team of agents who handle the same type of incoming calls. Each split is assigned to answer calls for one or more line groups. There can be up to six splits, with a maximum of 28 agents in a split.
Page 15 About This Guide After-Call-Work (ACW) State When agents need time to complete work on their most recent CMS call (such as processing an order or updating a record), they can leave the avail- able state and enter the after-call-work (ACW) state by pressing the pro- grammed button labeled ACW on their telephones.
Page 16 About This Guide 3. 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 transferred to the agent.
Page 17: Programming The Merlin Legend System For Cms
Programming the MERLIN LEGEND System for CMS For CMS to work correctly, you must program certain MERLIN LEGEND system settings, features, and options correctly. This chapter includes detailed instructions for completing that programming. How you use this chapter depends on whether you are installing CMS on a new MERLIN LEGEND system or adding CMS to an existing system.
Page 18: Before You Begin
Programming the MERLIN LEGEND System for CMS Before You Begin The MERLIN LEGEND system planning forms include all the items required for CMS, as recorded during CMS planning. The MERLIN LEGEND forms used for CMS are listed below. Have them available before you start. System Planning Form 1, Form 2a, System Numbering—Station Jacks...
Page 19: Telephone Programming
Programming the MERLIN LEGEND System for CMS MLX-20L Step Type SPM Display system program- Menu ming menu Sysprog Exit [F1] [F5] In the system programming instructions that follow, we assume that you have entered programming mode and are starting from the system programming menu.
Page 20: Setting Basic System Operating Conditions
Programming the MERLIN LEGEND Sytem for CMS can restore the original settings from the backup. After completing MERLIN LEGEND programming, backup the MERLIN LEGEND files again. If you are not familiar with the MERLIN LEGEND backup procedure, contact the MER- LIN LEGEND system manager or see Chapter 2 of MERLIN LEGEND Com- munications System Programming.
Page 21: System Renumbering
Programming the MERLIN LEGEND System for CMS [F1] Specify key mode [F2] hybrid/PBX mode Hybrid/PBX [F10] Enter and save entry The system will restart System Renumbering System Renumbering includes selecting the type of numbering scheme (2- digit, 3-digit, or 4-digit set-up extension numbers) and changing extension numbers from their factory-set values.
Page 22: Block Renumbering
Programming the MERLIN LEGEND System for CMS NOTE: If Form 2a does not show that any extensions are to be renumbered, skip the remainder of this section and continue with “Transfer Return Time.” Refer to the “Renumber To” column of the form to determine if extensions are to be renumbered.
Page 23: Single Renumbering
Programming the MERLIN LEGEND System for CMS Type extension Dial extension Enter the new 2-digit, 3- [F10] digit, or 4-digit extension Enter number for the first extension in the block. This number cannot overlap any of the pre- assigned line, extension, or adjunct numbers.
Page 24: Transfer Return Time
System for CMS Programming the MERLIN LEGEND Type extension. Enter the new 2-digit, 3- Dial extension. digit, or 4-digit extension [F10] Enter number. Repeat steps 2-4 for each extension. Exit to System Programming [F5] Exit [F5] Exit Transfer Return Time The Transfer Return Time controls the number of rings that occur before a call is considered “refused”...
Page 25: Transfer Audible
Programming the MERLIN LEGEND System for CMS Transfer Audible The Transfer Audible feature defines what a caller hears when his or her call is transferred. For CMS, set this feature to Ringback. Refer to the “Transfer Options” section of Form 6f, System Features. The factory setting is Music- on-Hold.
Page 26: Setting Up Lines, Trunks, And Pools For Cms
System for CMS Programming the MERLIN LEGEND Setting Up Lines, Trunks, and Pools for CMS For CMS to function properly, all CMS lines or trunks must be assigned only to the CMS PC and the CMS supervisor telephone. In addition, you must pro- gram CMS channels in T1 lines for ground-start emulation.
Page 27: Remove Cms Lines, External Alerts, And Loop-Backs From Telephones
Programming the MERLIN LEGEND System for CMS — For logical IDs 41-60 [F3] Lines 41-60 — For logical IDs 61-80 [F4] Lines 61-80 Press line but- Press function Remove each CMS key for each trunk, external alert, and ton for each loop-back from the pool trunk until red trunk until letter...
Page 28 Programming the MERLIN LEGEND System for CMS Step MLX-20L Display Assign [F6] Extensions Lines/Trunks screen [F1] LinesTrunks Identify the first exten- Dial number Type number sion number and save [F10] Enter entry Select CMS lines (1 to — For logical IDs 1-20 Lines 01-20 [F1] —...
Page 29: Program T1 Lines
Programming the MERLIN LEGEND System for CMS Program T1 Lines If the MERLIN LEGEND system has 100D (DS1) modules with T1 lines to be used by CMS, you must specify the emulation for each T1 channel. Channels used for CMS must be programmed for ground-start emulation. To identify lines, refer to the “Jack Type”...
Page 30: Program Loop-Start Lines
Programming the MERLIN LEGEND System for CMS for each channel Repeat to System Program- Exit Exit [F5] ming Exit [F5] Program Loop-Start Lines If the Central Office of the local telephone company sends a reliable discon- nect signal for loop-start lines, program the system to recognize the signal. Refer to the top of Form 2c, System Numbering—Trunk Jacks.
Page 31: Setting Up The Operator Positions
Programming the MERLIN LEGEND System for CMS Setting Up the Operator Positions CMS requires three operator positions— two for the CMS PC (ports CU1 and CU2) and one for the CMS supervisor. All CMS lines or trunks, external alerts, and loop-backs are assigned to these positions. The following sections give instructions for setting up these three positions.
Page 32: Assign Cms Lines, External Alerts, And Loop-Backs To Cms Supervisor
Programming the System for CMS MERLIN LEGEND Assign CMS Lines, External Alerts, and Loop-Backs to CMS Supervisor Before assigning all CMS outside lines or trunks—including those used for CMS external alerts and loop-backs—to line buttons on the CMS supervisor’s telephone, remove any non-CMS lines or trunks that have defaulted to the extension.
Page 33: Copy Line Assignments To Cms Pc Ports
Programming the MERLIN LEGEND System for CMS Press function Press line but- Remove non-CMS key for each lines/trunks from line but- ton for each line/trunk until line/trunk until tons green LED is off letter “G” is erased Press line but- Press function Assign CMS lines/trunks key for each...
Page 34: Set Cms Supervisor To No Ring
Programming the MERLIN LEGEND System for CMS Type number Enter the CU1 extension Dial number and save entry [F10] Enter Type number Enter the CU2 extension Dial number and save entry Enter [F10] Exit to System Program- [F5] Exit ming [F5] Exit [F5]...
Page 35: Assign Feature Button
Programming the MERLIN LEGEND System for CMS Assign Feature Button The Feature button lets the CMS supervisor use MERLIN LEGEND features by pressing Feature and dialing a code. To program a Feature button, com- plete the following steps through centralized telephone programming. (If desired, you can program this button directly at the phone.) Note that the Feature button must be assigned to button 34.
Page 36: Setting Up Agent Telephones
Programming the MERLIN LEGEND System for CMS Setting Up Agent Telephones The next step in programming the MERLIN LEGEND system for CMS is to prepare each CMS agent’s telephone. CMS requires certain operating condi- tions and button assignments on agent telephones, as described in this sec- tion.
Page 37 Programming the MERLIN LEGEND System for CMS IMPORTANT You cannot copy line assignments between operator and non-operator phones. (See step 6.) MLX-20L Step [F6] Extensions Display Assign [F1] LinesTrunks Lines/Trunks screen Type number Dial number Identify the first agent’s [F10] Enter extension number and save entry...
Page 38: Set Line Ringing Options
Programming the MERLIN LEGEND System for CMS Type number Enter the next agent Dial number extension number and [F10] Enter save entry for each extension Repeat Exit to System Program- [F5] Exit ming [F5] Exit [F5] Exit Set Line Ringing Options All CMS calls come to agents over the extension/system access (SA) button.
Page 39: Assign Available And Acw Buttons
Programming the MERLIN LEGEND System for CMS Press line/pool If applicable, select a Press line/pool personal line/pool button button button and enter No Ring feature code Exit Slide T/P switch [Feature] to center posi- tion Assign Available and ACW Buttons Assign each agent’s telephone an Available and an ACW button to report the agent’s status to the system.
Page 40: Setting Up The Fallback Plan
2 Programming the MERLIN LEGEND System for CMS Setting Up the Fallback Plan IMPORTANT The fallback plan supports up to 20 agents at a time. If more than 20 agents must be included in fallback operation at one time, there must be a second CMS supervisor to act as the Group Call Coverage sender.
Page 41: Assign The Group Coverage Sender
Programming the MERLIN LEGEND System for CMS This section gives instructions for setting up the fallback plan. Have available MERLIN LEGEND Form 6d, Group Coverage, Form 6e: Group Calling, and Form 5a, Direct Line Console (DLC)—Analog. Assign the Group Coverage Sender Program the CMS supervisor telephone to be a Group Coverage sender.
Page 42 Programming the MERLIN LEGEND System for CMS NOTE: The Group Calling Line/Pool Assignments must be empty for the fallback cal- ling group. If they are not, fallback cannot be disabled. Step MLX-20L Display Group Calling [F6] Extensions screen [PgUp] More [F4] Grp Calling [F9]...
Page 43: Set The Calling Group To Auto Logout
Programming the MERLIN LEGEND System for CMS Set the Calling Group to Auto Logout Program the fallback calling group for Auto Logout (the factory setting). Refer to the back of Form 6e, Group Calling for the setting. MLX-20L Step [F6] Display Group Calling Extensions [PgUp]...
Page 44: Assign Coverage Off Button
Programming the MERLIN LEGEND System for CMS Step MLX-20L Display Group Calling Extensions [F6] screen [PgUp] More Grp Calling [F4] Grp Coverage [F3] Identify the calling group Dial group Type group and save entry extension extension number number Enter [F10] Identify the Group Cover- Dial call cover- Type call cover-...
Page 45: Set Group Coverage Delay
Programming the MERLIN LEGEND System for CMS Slide T/P switch to center posi- Exit tion Set Group Coverage Delay The Group Coverage Delay feature controls how soon calls are sent from Group Coverage senders to receivers. The factory setting is three rings. Refer to the top of Form 6d, Group Coverage, for the new setting.
Page 46: Setting Up Optional Equipment And Features
Programming the MERLIN LEGEND System for CMS Setting Up Optional Equipment and Features The MERLIN LEGEND programming up to this point was required for CMS. This section describes programming that is optional, depending on how CMS is to be used. These optional items are recorded on the planning forms. Headsets Headsets allow the CMS supervisor and agents to receive and make calls without using a handset.
Page 47: Mlx Headsets
Programming the MERLIN LEGEND System for CMS Analog Telephone Step Slide the T/P switch to the P Enter programming (program) position mode Press the button Select and assign a but- Slide T/P switch to center posi- Exit tion MLX Headsets To use a headset on an MLX telephone, you must assign a Headset Hangup and a Headset Status button.
Page 48 Programming the MERLIN LEGEND System for CMS Select and assign a Press the but- Press [Shift] + Headset Hangup button the function key for the button Enter [F10] Select and assign a Repeat Step 3, Repeat Step 3, Headset Status button then press a then press button...
Page 49: Agent Assist Button
Programming the MERLIN LEGEND System for CMS Agent Assist Button If requested, assign an Agent Assist button to agent telephones. The Agent Assist button uses the MERLIN LEGEND Manual Signaling feature to enable an agent to signal the CMS supervisor directly for assistance. For the button assignment, refer to Form 4a, Analog Multiline Telephone and Form 4b, Digital/lSDN (MLX) Telephone.
Page 50: Cms Supervisor Features
Programming the MERLIN LEGEND System for CMS Step MLX-20L Display Group Page Extensions [F6] screen More [PgUp] Group Page [F2] Identify the paging group Dial extension Type extension and save entry number or logi- number or logi- cal ID cal ID Enter [F10] Assign extensions to...
Page 51: Barge-In
Programming the MERLIN LEGEND System for CMS Barge-In The Barge-In feature lets the CMS supervisor join a call to assist CMS agents. To program a Barge-in button, you must complete the following steps through centralized telephone programming. MLX-20L Step Display Centralized Pro- [PgUp] More gramming Screen...
Page 52: Agent Status Control
Programming the MERLIN LEGEND System for CMS Step MLX-20L Display Centralized Pro- [PgUp] More gramming screen [F4] Cntr-Prg Select the CMS Dial extension Type extension supervisor’s extension number number [F10] Enter [F10] Start Select the line button range — For buttons 1-20 [F6] Page 1 —...
Page 53 Programming the MERLIN LEGEND System for CMS Step MLX-20L Display Centralized Pro- [PgUp] More gramming screen [F4] Cntr-Prg Dial extension Type extension Select the CMS number supervisor’s extension number [F10] Enter [F10] Start Select the line button range [F6] Page 1 —...
Page 54: Transfer-To-Split
Programming the MERLIN LEGEND System for CMS Transfer-to-Split The Transfer-to-Split feature allows agents to transfer calls from one split to another using various MERLIN LEGEND features. CMS does not keep histori- cal records of calls transferred using Transfer-to-Split. An alternate transfer method is Transfer-to-Queue, which requires additional hardware and does maintain historical records (see page 1-40).
Page 55: Assigning Primary Coverage Buttons
Programming the MERLIN LEGEND System for CMS Select one of the following module types: [F1] — 408LS [F7] — 008ATL [F8] — 008NT2 Type the slot Enter and save the slot number. Use the number slot number displayed, which is the first [F10] available slot.
Page 56: Transfer-To-Queue
Programming the MERLIN LEGEND System for CMS Transfer-to-Queue The Transfer-to-Queue feature allows agents to transfer calls from one split to another. This feature uses a hardware loop-back arrangement that allows CMS to maintain complete historical records on the new call. MERLIN LEGEND programming includes setting up a calling group of tip/ring exten- sions and assigning Auto Login for the calling group.
Page 57: All-Ring Operation
Programming the MERLIN LEGEND System for CMS Select Auto Login [F1] Auto Login [F10] Enter Exit to System Program- [F5] Exit ming [F5] Exit [F5] Exit All-Ring Operation All-Ring operation causes all phones in an agent split to ring when a call comes to that split.
Page 58: Installing The Hardware
Installing the Hardware After programming the MERLIN LEGEND system for CMS, your next step is to install the CMS hardware. Certain pieces of hardware are required, such as the CMS PC with a CMS interface card. Other hardware is optional depending on the customer’s needs.
Page 59: Merlin Legend Hardware
Installing the Hardware MERLIN LEGEND Hardware The MERLIN LEGEND system supports a variety of analog, digital, and basic telephone modules. That hardware is described in the MERLIN LEGEND sys- tem documentation and will not be repeated. However, for CMS to work with the MERLIN LEGEND system, a certain hardware configuration is required: System programming console or PC (running SPM) for programming the MERLIN LEGEND system.
Page 60 Installing the Hardware Table 2-1. Required CMS Hardware Description Item AT&T 6300 WGS, 640KB RAM, 3.5-inch floppy disk drive, and 30MB hard disk drive Note: CMS also runs on the AT&T PC 6300, AT&T 6300 Plus, AT&T 6286 WGS, AP PLUS, and AP2+. —...
Page 61: Cms Hardware-Optional
Installing the Hardware Printer Parallel printer cable Cable MERLIN® II Attendant Display Console Supervisor Telephone Agent Any analog or MLX telephones supported by the MERLIN Phones LEGEND system CMS Hardware-Optional Table 2-2 lists the optional hardware for CMS. Where multiple pieces of equipment appear in the Description column, any one of them is acceptable.
Page 62 Installing the Hardware — External alert deluxe chime SPIRIT® Alerter Interface — AT&T Model 324 monochrome VGA monitor Multiple View- — AT&T Model 329D color VGA monitor Only Monitor Video splitter Video cabling Note: Works only with PCs that support VGA graph- ics.
Page 63: Installation Procedures
Installing the Hardware Installation Procedures IMPORTANT: Read this section carefully before beginning to install the equipment. Gather all equipment, tools, and source documents before starting. Installing CMS for the MERLIN LEGEND system includes configuring the MERLIN LEGEND system for CMS, assembling and connecting the CMS PC and phones, and installing optional equipment.
Page 64 Installing the Hardware Install CMS external alert and alert interface (if applicable). Source: Page 2-9 in this guide. Assemble and install the CMS supervisor telephone and agent tele- phones. Source: MERLIN LEGEND Communications System Installation, Programming, and Maintenance. Install the CMS interface card in the CMS PC. Source: Call Management System Installation Guide.
Page 65 Installing the Hardware Change the printer options to accommodate CMS (570 and 571 printers only). Source: Page 2-15 in this guide and the printer manual. Install music on hold or Magic on Hold unit and music-on-hold coupler (if applicable). Source: Installation instructions for the MOH unit and coupler. Install headset adapters and headsets (if applicable).
Page 66: Installing The External Alert
Installing the Hardware Installing the External Alert The CMS external alert is an optional device that indicates when an undesir- able situation affecting a split or line group has occurred. Unlike alerting dev- ices for the MERLIN LEGEND system, the CMS alert connects to a dedicated line jack on the MERLIN LEGEND control unit through a SPIRIT CS Alerter Interface and is the only alert that can be used to monitor CMS exceptions.
Page 67 Installing the Hardware Plug the alerter interface into the AC outlet. 8. Test the external alert at the CMS supervisor console by selecting the line button assigned to the alert and lifting the handset. The alert should activate. If it does not, refer to Chapter 9, “Troubleshooting.” Figure 2-1 shows a CMS external alert connected to the MERLIN LEGEND system with a SPIRIT CS Alerter Interface.
Page 68: Changing The Vdc 600 Board Dip Switch Setting
Installing the Hardware Changing the VDC 600 Board DIP Switch Setting IMPORTANT: This procedure is required only for the 6300 WGS and 6286 WGS with VGA graphics. Configure the VDC 600 board (video controller board) for 8-bit video memory data path and 8-bit BIOS. The DIP switches for the board are visible on the back of the PC.
Page 69: Connecting Cu1 And Cu2 To The Merlin Legend System
Installing the Hardware Connecting CU1 and CU2 to the MERLIN LEGEND System The connection between the CMS PC and the MERLIN LEGEND system uses the two ports (CU1 and CU2) on the CMS interface card and two DLC opera- tor jacks on the MERLIN LEGEND control unit. The DLC operator ports used for CMS must be on the same analog module.
Page 70 Installing the Hardware To operator port 18 To Operator port 22 Figure 2-3. Connecting CU1 and CU2 to the MERLIN LEGEND Con- trol Unit Installation Procedures 2-13...
Page 71: Connecting The Voice Announcement Unit
Installing the Hardware Connecting the Voice Announcement Unit The voice announcement unit (VAU) connects to the CMS PC through the “AUX” port on the CMS interface card. Use the 14-foot cord with the DIN connector included with the CMS interface card to complete the connection. To connect the VAU to the CMS PC, complete these steps: 1.
Page 72: 570 And 571 Printer Option Changes
Installing the Hardware 570 and 571 Printer Option Changes If the CMS is using the AT&T 570 or 571 printer, some of the default options must be changed. The correct option settings for these printers are shown in the following table. All the other options should retain the factory settings for MS-DOS operation.
Page 73: Installing Loop-Backs
Installing the Hardware 5. Plug the video splitter into an AC outlet not controlled by a switch. Figure 2-5 shows the connection between the video splitter, the PC, and the two monitor cables. To video port To AC outlet To monitor 1 To monitor 2 Figure 2-5.
Page 74 Installing the Hardware To install a loop-back, complete these steps: 1. Insert the modular plug on one end of the cord into a tip/ring Station jack. 2. Insert the modular plug on the other end of the cord into a loop-start line jack.
Page 75: Installing The Cms Software
Installing the Software After the hardware is installed, you install the CMS software next. This task ® includes installing the MS-DOS operating system and the CMS program software. This chapter gives instructions for installing both types of software. Before installing the CMS software, make sure that CMS will be working on a hard disk dedicated exclusively to running the CMS program and storing CMS reports.
Page 76: Installing Ms-Dos
Installing the Software Installing MS-DOS Before installing the CMS software, you must install the MS-DOS software. For a new system, installation includes formatting the hard disk, installing MS-DOS, and setting the date and time. For an upgrade, installation requires only installing MS-DOS 3.3, if necessary. To install MS-DOS, complete the following steps.
Page 77: Installing The Cms Software
Installing the Software Installing the CMS Software CMS is provided on two types of diskettes: Two 5.25-inch floppy diskettes, for use with the AT&T PC 6300 WGS and AT&T PC 6300. One 3.5-inch diskette, for use with the AT&T 6286 WGS. Two sets of the CMS software are included—one working copy and one backup copy.
Page 78 Installing the Software Additional messages appear in the lower area of the screen. For example, ****Installation Progress. Please wait... often appears on the screen during the installation process. If the system has less then 512K RAM (memory), the following error message appears: ****Insufficient System...
Page 79 Installing the Software ****Insufficient Disk Space CMS. An additional xxxK is required. Delete Old Files and Try Installation Again. where xxx is the amount of additional space required. Once the installation program has copied all the CMS programs and files onto the hard disk, this message appears on the screen: ****Call Management...
Page 80: Cms Programming Basics
CMS Programming Basics Once the CMS hardware and software are installed, you are ready to begin programming CMS. This chapter and the next two chapters cover the programming necessary to get CMS up and running with a single shift configuration. Further programming is covered in the CMS Supervisor’s Guide.
Page 81 CMS Programming Basics To start CMS and display the CMS Main Menu: 1. Turn on the computer. CMS starts automatically from the autoexec.bat file, and displays the CMS Main Menu (Figure 4-1). 2. To select an item from the Main Menu, press the appropriate function key (for example, [F4] to program, or administer, CMS).
Page 82: When You Need Help
CMS Programming Basics When You Need Help Any time you need more information about using CMS, the on-line help screens are available. To see a help screen from any CMS screen, press [F10] (Help). A help screen that describes the screen or the prompt appears. To exit a help screen and return to the previous screen, press any key.
Page 83 CMS Programming Basics Bon Voyage Travel ADMIN CMS R3.0 7:40p 03/04 AGENT SPLITS LINE GROUP OPTIONS — A g e n t — — A g e n t — Num Answer Force Auto Split Split Group Lines Delay Delay ACW 37 IKE 1 PERS 16 TOM...
Page 84: Entering And Editing Data
CMS Programming Basics Entering and Editing Data You can enter and edit data only on certain CMS screens. These screens display the data entry prompt and the editing function keys. For example, the Shift Configuration screen shown in Figure 4-2 is not an editing screen. If we press [F2] (Line Groups) on that screen, CMS highlights the Line Groups sec- tion of the screen with a box (Figure 4-3).
Page 85: Editing Prompt And Function Keys
CMS Programming Basics Bon Voyage Travel ADMIN CMS R3.0 7:44p 03/04 AGENT SPLITS LINE GROUP OPTIONS Num Answer Force Auto — A g e n t — — A g e n t — Group Lines Delay Delay ACW Split Split 37 IKE A PUBLC 4...
Page 86: Guidelines For Entering Data
CMS Programming Basics The editing function keys for this screen and all editing screens are: F Previous Next F Enter F Cancel 6 Field Field Data 1 Prompt To enter data at the prompt, simply type in the entry for the field where the cursor is located.
Page 87: Alternate Editing Keys
CMS Programming Basics Alternate Editing Keys In addition to the editing function keys, other keys perform some of the same tasks. Table 4-1 shows these alternate keys. Table 4-1. CMS Editing Keys Press Cancel a prompt. [Delete] [F1] [ ] + [ ] Move to the beginning of the previous field.
Page 88: Leaving Cms
CMS Programming Basics Type over the characters you want to change, then Replace a long entry with a press the space bar after the last character of the new entry. The remaining characters in the previous entry shorter entry disappear. For example, to change “Joseph”...
Page 89: Identifying Agents And Lines
Identifying Agents and Lines The first step in setting up CMS is to identify the agents and lines. To identify CMS agents, create an Agent Directory, based on the completed Agent Directory Planning Form. Each agent’s entry in the directory includes his or her name and ID.
Page 90: Getting Started
Identifying Agents and Lines Getting Started The options for programming agents and lines appear on the Administration Menu (Figure 5-1). To display this menu from the CMS Main Menu, press [F4] (Admin CMS). ADMIN CMS R3.0 7:51p 03/04 Bon Voyage Travel Administration Menu F1 Build/Edit Shift Configurations F2 Build Agent Directory (Names and IDs)
Page 91: Creating An Agent Directory
Identifying Agents and Lines Creating an Agent Directory The agent directory is the master list of all CMS agents. Each agent entry includes the first name, last name, and unique ID of up to five characters. The ID identifies the agent for making changes to the directory and in all exception messages.
Page 92 Identifying Agents and Lines Refer to the completed Agent Directory Planning Form for a list of all agents. Complete the following steps to create the Agent Directory. Press [F2] (Agent Directory) on the Administration Menu. The Agent Directory screen appears. For an initial installation, the directory is blank (see Figure 5-2).
Page 93 Identifying Agents and Lines 6. When you have entered all the agents, press [F8] (Admin Menu) to return to the Administration Menu. 7:54p 03/04 ADMIN CMS R3.0 Bon Voyage Travel AGENT DIRECTORY Last Name First Last Name First Middon Beth BETH Anders Harry...
Page 94: Programming Cms Lines
Identifying Agents and Lines Programming CMS Lines The Line Groups Planning Form identifies the CMS system lines and line groups as well as any priority lines used for CMS. This section gives pro- cedures for adding lines to CMS, identifying priority CMS lines, and assigning CMS line group IDs.
Page 95: Adding Lines
Identifying Agents and Lines The following sections give instructions for adding lines, identifying priority lines, and assigning line group IDs. When you finish programming the CMS lines, press [F8] (Admin Menu) on this screen to return to the Administration Menu. Adding Lines At initial setup, you must enter each CMS line (including external alerts and transfer-to-queue loop-backs) on this screen.
Page 96: Identifying Priority Lines
Identifying Agents and Lines Identifying Priority Lines Calls on priority lines are answered before other calls in the same line group. For any lines identified as priority lines on the Line Groups Planning Form, complete the following steps. Press [F6] (Change Priority). The editing function keys replace the screen’s function keys, and the following prompt appears on the prompt line: Line ID:______...
Page 97 Identifying Agents and Lines 3. To save the entry, press [F8] (Enter Data). The prompt disappears, the screen’s function keys replace the editing function keys, and the line group ID you entered appears on the screen. 4. Repeat steps 1 through 3 for each line group. Figure 5-5 shows a com- pleted Line Groups screen.
Page 98: Building A Shift Configuration
Building a Shift Configuration The next step in setting up CMS is to build an initial shift configuration. Building a shift configuration includes selecting the configuration, assigning an ID and agents to each split, programming call flow, programming intraflow, setting AlI-Ring operation (if applicable), and naming the configuration.
Page 99: Getting Started
Building a Shift Configuration Getting Started To start building a shift configuration, display the Stored Shift Configurations by pressing [F1] (Config List) on the Administration Menu. If this is an initial installation, the screen shows all the shift configurations as UNUSED (Figure 6-1).
Page 100: Selecting A Configuration
Building a Shift Configuration Selecting a Configuration The first step in building a shift configuration is to select the configuration. For an initial installation, select the first UNUSED configuration from the Stored Shift Configurations screen. 1. Press [F1] (Select Config). The editing function keys replace the screen’s function keys, and the following prompt appears: SELECT CONFIGURATION : Config #:_...
Page 101: Assigning Splits
Building a Shift Configuration Bon Voyage Travel ADMIN CMS R3.0 8:00p 03/04 AGENT SPLITS LINE GROUP OPTIONS — A g e n t — Num Answer Force Auto — A g e n t — Group Lines Delay Split Delay ACW Split CALL FLOW Flow...
Page 102 Building a Shift Configuration From the Configuration screen, press [F1] (Splits) to highlight the Agent Splits screen for Configuration 1. Figure 6-3 shows a completed Agent Split screen. Press [F6] (Change Split ID). The editing function keys replace the screen’s function keys, and the following prompt appears on the prompt line: CHANGE SPLIT ID: Split #:__...
Page 103 Building a Shift Configuration Bon Voyage Travel ADMIN CMS R3.0 8:02p 03/04 AGENT SPLITS LINE GROUP OPTIONS — A g e n t — — A g e n t — Answer Force Auto Split Split Group Lines Delay Delay ACW 1 PERS 16 TOM 3 CORP...
Page 104: Programming Line Group Options
Building a Shift Configuration Programming Line Group Options The next step in programming the shift configuration is to set options that affect line groups. These options include Answer Delay, Force Delay, and Auto ACW. Refer to the CMS Options Planning Form for the settings for these options.
Page 105 Building a Shift Configuration 2. To change the Answer Delay, press [F1] (Answer Delay). The editing function keys replace the screen’s function keys, and the following prompt appears on the prompt line: ANSWER DELAY : Group Letter:_ _ How Many Seconds:___ 3.
Page 106: Programming Call Flow
Building a Shift Configuration 11. Enter the group letter and the number of seconds for the ACW to be in effect. 12. Press [F8] (Enter Data) to save the entry. The prompt disappears, the screen’s function keys replace the editing function keys, and the new answer delay time appears for the group letter you specified.
Page 107: Assigning Main And Secondary Splits
Building a Shift Configuration CMS R3.0 8:35p 03/04 Bon Voyage Travel AGENT SPLITS LINE GROUP OPTIONS Num Answer Force Auto — A g e n t — — A g e n t — Split Split Group Lines Delay Delay ACW 37 IKE A PUBLC 4 1 PERS...
Page 108: Turning Intraflow On/Off (Optional)
Building a Shift Configuration Enter the information for a line group. If no secondary split is identified, type a hyphen in that field. Press [F8] (Enter Data) to save the data. The prompt disappears, the screen’s function keys replace the editing function keys, and the information you entered appears on the screen.
Page 109: Setting The Intraflow Threshold (Optional)
Building a Shift Configuration Setting the Intraflow Threshold (Optional) The initial setting for the intraflow threshold is 30 seconds for each agent split. To change the intraflow threshold for an agent split: 1. Press [F3] (Set Thresh). The editing function keys replace the screen’s function keys, and the following prompt appears on the prompt line: SET INTRAFLOW THRESHOLD: Split #_ Threshold (Seconds):_____ 2.
Page 110: Naming And Saving The Shift Configuration
Building a Shift Configuration CHANGE ALL-RING OPERATION: Split #:_ 2. Enter the number of a split assigned All-Ring operation. 3. Press [F8] (Enter Data) to save the entry. The prompt line disappears, the screen’s function keys replace the editing function keys, and the split’s All-Ring setting on the Call Flow screen changes from Off to On.
Page 111: Saving A Split Configuration
Building a Shift Configuration 3. Enter the configuration’s number and the new configuration name. Press [F8] (Enter Data) to save the name. The prompt disappears, the screen’s function keys replace the editing function keys, and the new name for the shift configuration appears on the screen. NOTE: You cannot rename a configuration labeled UNUSED.
Page 112: Choosing A Start-Up Configuration
Building a Shift Configuration 5. Press [F8] three times to exit to DOS (from the CMS Main Menu). The c> prompt should appear. NOTE: If you exit the Administration Menu without saving the shift configuration changes, a series of prompts ask if you want to save the entries you made in the configuration.
Page 113: Shift Configuration
Shift Configuration Building a The Initialization screen (Figure 6-6) appears while the system completes the Start-Up Test. CMS R3.0 8:09p 03/04 Bon Voyage Travel INITIALIZATION IN PROGRESS . . . SELECT CONFIGURATION STORED SHIFT CONFIGURATIONS 1 - DAY 2 - UNUSED 3 - UNUSED 4 - UNUSED 5 - UNUSED...
Page 114: Testing Cms
Testing CMS Before starting Call Management, you should test the system. Five tests, listed below, ensure that all parts of CMS are working correctly. For some of the tests, you need an additional person. Startup Test verifies that the CMS hardware and software are correctly installed and that one shift configuration is ready to handle calls.
Page 115: Startup Test
Testing CMS Startup Test The Startup Test is the sequence of steps CMS goes through each time the system starts up. By performing this test now, you can discover and elim- inate any startup problems without having to postpone the scheduled time for CMS to start managing calls.
Page 116: Line Status Test
Testing CMS Line Status Test The Line Status Test verifies that the lines assigned to CMS are correctly identified and programmed. It compares the CMS supervisor console with the CMS PC Line Status screen to confirm that they are the same. IMPORTANT: Line assignments to both extension numbers assigned to the CMS PC (CU1 and CU2) must be identical.
Page 117 Testing CMS c. Press the Speaker button again (or hang up the handset). The line’s status, as shown on the Line Status screen, changes from Cnct to Idle. d. Repeat steps 3a through 3c for each CMS line. Each line’s status should change from Idle to Cnct and back to Idle as you perform steps 3a through 3c.
Page 118: Agent Status Test
Testing CMS b. Reassign the lines in the exact order indicated on the Line Button Planning Form. Return to the CMS Main Menu to complete the Agent Status Test. Agent Status Test The Agent Status Test verifies that CMS is correctly recording and displaying information about agent activity.
Page 119: Voice Announcement Unit Test
Testing CMS Have the agent stay on the line beyond the Abandoned Call Threshold (the number of seconds in the Abandon Delay column) and then hang The number for the agent’s split in the Calls Handled Num column increases by one. Make another call to the same number, but this time you and the agent hang up as soon as the agent answers the call.
Page 120: Intraflow Test
Testing CMS You should hear ringing followed by the delay message. If you don’t hear the message: Make sure the voice announcement unit is connected to the CMS PC as described on page 2-14. Make sure the message is recorded and the unit is set and turned on as described in the documentation that came with the unit.
Page 121 Testing CMS To perform the test: In the Line Group Information area in the top half of the System Status screen, locate the line group that has your helper agent’s split as its secondary split and be sure that intraflow (indicated in the Flow column) is turned on.
Page 122: Customizing Cms
Customizing CMS Beyond the basic programming required to get CMS up and running, you can customize CMS by changing other program settings. One way to customize CMS is to set various system options that affect all the shift configurations. These system options include Service Level Limit, Abandoned Call Threshold, Alarm On/Off, Delay Message Length, and Business Name.
Page 123: Getting Started
Customizing CMS Getting Started To change the system options, use the Set Options screen. To display this screen: 1. On the CMS Main Menu, press [F4] to display the Administration Menu. 2. On the Administration Menu, press [F5] to display the Set Options screen (Figure 8-1).
Page 124: Service Level Limit
Customizing CMS Setting CMS System Options Service Level Limit The Service Level Limit is the maximum amount of time an incoming call should ring before being answered by an agent. The Service Level Limit does not ensure that calls are answered in that time, it only measures service level.
Page 125: Alarm On/Off
Customizing CMS 3. Press [F8] (Enter Data) to save the entry. The prompt disappears, the screen’s function keys replace the editing function keys, and the new Abandoned Call Threshold appears on the screen. Alarm On/Off The Audible Alarm causes the CMS PC to beep when a threshold has been exceeded or an exception has occurred.
Page 126: Business Name
Customizing CMS Business Name The Business Name appears on all CMS screens and printed reports. To enter a Business Name, complete these steps: 1. Press [F5] (Business Name) on the Set Options screen. The editing function keys replace the screen’s function keys, and the following prompt appears on the prompt line: ENTER BUSINESS NAME:___________________ 2.
Page 127: Troubleshooting
Troubleshooting This chapter suggests corrective action for problems that may occur with CMS. You should use this chapter whenever you detect a problem or the system displays error, warning, or other messages not usually associated with CMS. The messages that indicate trouble are organized alphabetically within type, as described below: Error Messages identify problems that cause CMS to stop managing calls.
Page 128: Error Messages
Troubleshooting Solutions to other problems you may experience are also grouped by type: Call Management Problems, such as incoming calls not being correctly processed. Agent Problems, such as agents receiving other agents’ calls. External Alert Problems, such as an alert failing to signal when an exception has occurred.
Page 129 Troubleshooting ERROR--CMS Card Faulty or Not Found. CMS Cannot Manage Calls. Status Indicator: CU 1 (flashing) and CU 2 (on steady) Audible Signal: A single short beep from the PC Effect on Call Management: CMS cannot manage calls until this problem is corrected.
Page 130 Troubleshooting ERROR--CU1 Faulty or Disconnected. CMS Cannot Manage Calls. Status Indicator: CU 1 (flashing) Audible Signal: A single short beep from the PC and a longer beep from the CMS card Effect on Call Management: CMS cannot manage calls until this problem is corrected.
Page 131 Troubleshooting The cable is faulty. Reverse the cables plugged into the CU1 and CU2 ports on the CMS PC. If the CU1 indicator on the screen stops flash- ing and the CU2 indicator appears, the problem is either a faulty cable or a faulty MERLIN LEGEND system component.
Page 132 Troubleshooting ERROR--No Configuration Found. ADMINISTER System. Effect on Call Management: CMS cannot manage calls until this problem is corrected. See “Fallback Plan” at the end of this chapter. Possible Cause Corrective Action One or more steps in 1. Display the Stored Shift Configurations building shift screen.
Page 133: Warning Messages
Troubleshooting Warning Messages While problems that generate warning messages do not prevent CMS from managing calls, they do adversely affect call management in various ways. This section describes those effects and gives instructions for correcting the problems. WARNING--CU 2 Faulty or Disconnected. Effect on Call Management: CMS manages calls somewhat more slowly without CU2.
Page 134 Troubleshooting and CU2 ports on the PC. If the CU2 indicator stops and the CU1 indicator appears, the CU2 jack on the CMS card is not faulty. 2. Return the cables to their original ports on the CMS PC so that CU1 works and CMS can resume managing calls.
Page 135 Troubleshooting The message was lost due 1. Make sure the battery is turned on. 2. Record the message again. to a power outage. Message 2 is selected, Select message 1, or record message 2. but not recorded. Program lines for CU1 and CU2 identically. Lines are not identically programmed for CU1 and CU2.
Page 136 Troubleshooting 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. Possible Cause Corrective Action Assigning agent splits to From the Initialization screen: line groups is not com- 1.
Page 137 Troubleshooting WARNING--One or More Line Groups has No Lines. Effect on Call Management: Calls cannot come into a line group with no l i n e s . Corrective Action Possible Cause the Initialization screen: From At least one agent split is Press [F1] to display the Configuration assigned to at least one screen.
Page 138 Troubleshooting WARNING--One or More Main or Secondary Splits Has No Agent. Effect on Data Collection: If both the main and secondary splits assigned to a line group have no agents, calls coming in on that group of lines are not answered. If the main split has agents but the secondary split does not, calls coming in on that group of lines cannot be intraflowed.
Page 139 Troubleshooting Corrective Action Possible Cause Put printer in “on-line” or “ready” status. Printer is not in “on-line” or “ready” status. The printer is not receiving Make sure the printer is plugged in and turned on, and the Ready light is on. power.
Page 140: System Errors
Troubleshooting . 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 message usually indicates that a CMS file has been damaged. SYSERR For example, you may have accidentally deleted a CMS file, or a power surge may have damaged one.
Page 141: If Cms Has Stopped Managing Calls
Troubleshooting . If CMS has Stopped Managing Calls 1. Try to view the Events Log screen to see what sequence of error mes- sages was generated. 2. Reboot the PC by pressing the reset button or by turning the PC off and then on again.
Page 142: Other Messages
Troubleshooting Other Messages Printer Not Ready. (When Printer Ready, Select a Labeled Function Key.) Status Indicator: Don’tPrtSc Effect on Call Management: If you use the [PrtSc] key when this message is displayed, CMS may stop managing calls. Effect on Data Collection: If CMS stops managing calls, all data collection stops, but resumes when the problem is corrected.
Page 143 Troubleshooting NOTE: If the problem is corrected, you should see the message Printer Now Ready If you do not see this message, try correcting the problem again. If you still do not see the message, reboot the PC and restart CMS. If the problems persists, call NTSC/NSAC at 1 800 628-2888 or your AT&T Authorized Dealer.
Page 144: Other Problems
Troubleshooting Other Problems Call Management Problems PROBLEM: The PC stops functioning, and call management stops, but no message appears on the screen. Audible Signal: The alarm on the CMS card comes on and stays on. Effect on Call Management: CMS cannot manage calls until this problem is corrected.
Page 145 Troubleshooting PROBLEM: The PC stops, restarts, and displays the CMS Main Menu. Effect on Call Management: Call management stops, but should resume shortly after you restart CMS. Effect on Data Collection: Data for the current hour are lost. Possible Cause Corrective Action Press [F1] to resume Call Management.
Page 146 Troubleshooting Press any key to continue. You pressed [Pause]. You pressed [CTRL] + Press the reset button to restart CMS. or [CTRL] + [BREAK]. PROBLEM: A large number of “ghost” calls are ringing to agents. Possible Cause Corrective Action The loop-start reliable Contact the MERLIN LEGEND system manager and reprogram the loop-start reliable disconnect is set to Yes,...
Page 147: Agent Problems
Troubleshooting Agent Problems PROBLEM: An agent is not receiving any CMS calls. Corrective Action Possible Cause The agent isn’t using the Check the Split Status screen to confirm that Available and ACW but- the agent is in the available state. tons correctly Check that the buttons are programmed prop- The buttons may not be...
Page 148 Troubleshooting PROBLEM: An agent is receiving the CMS calls for a different split. Possible Cause Corrective Action The agent is assigned to Reassign the agent to the correct split follow- ing the instructions for “Dynamic the wrong split. Reconfiguration” in Chapter 6 of the CMS Supervisor’s Guide.
Page 149 Troubleshooting PROBLEM: An agent’s telephone rings when the call is for another agent, or it rings once and stops. Corrective Action Possible Cause Remind the agent to set all CMS lines (or line The agent has one or pools) not to ring. Instruct agent on line ring- more CMS lines (or line ing options as described under “Using MER- pools) set to ring.
Page 150 Troubleshooting PROBLEM: Agents stationed close to each other have trouble determining whose telephone is ringing. Possible Cause Corrective Action The agents’ telephones Remind the agents to personalize the ringing have the same ringing pat- on their telephones as described under “Using MERLIN LEGEND with CMS”...
Page 151: External Alert Problems
Troubleshooting PROBLEM: Agent telephones ring part of one ring each time a call arrives. Possible Cause Corrective Action Set lines to No Ring. Lines are not set to No Ring. External Alert Problems External alert problems do not produce warnings or direct adverse effects; however, when exception thresholds are exceeded and this condition contin- ues, CMS does not operate efficiently.
Page 152 Troubleshooting PROBLEM: External Alert stays on after all exceptions to which it has been assigned have been brought below the exception thresholds. Possible Cause Corrective Action Heavy call traffic can Check to be sure all exceptions have stayed cause a delay in the exter- below their thresholds.
Page 153: Fallback Plan
Troubleshooting Fallback Plan During normal operation, the CMS PC distributes all CMS calls to CMS agents. However, if the CMS PC malfunctions, the CMS fallback plan pro- vides the capability to distribute these calls correctly but not to maintain his- torical records or reports.
Page 154 Guide to CMS Screens The menu maps in Figures A-1 and A-2 illustrate the hierarchy of CMS screens. Figure A-1 shows the relationship between the programming screens while Figure A-2 shows the relationship between call management screens.
Page 155 Appendix A: Guide to CMS Screens CMS MENU START CALL ADMINISTRATION PRINT MANAGEMENT MENU REPORTS STORED SHIFT AGENT ADMINISTER ADMINISTER LINES DIRECTORY OPTIONS CONFIGURATIONS EXCEPTIONS AND LINE GROUPS AGENT SERVICE CONFIGURATION LEVEL EXCEPTIONS AGENT ABANDON SPLIT SPLITS THRESHOLD EXCEPTIONS LINE ALARM LINE GROUP GROUPS...
Page 156 Appendix A: Guide to CMS Screens CMS MAIN MENU ADMINISTRATION START CALL REPORT MANAGEMENT MENU MENU AGENT SPLIT DAILY SUMMARY CUMULATIVE INITIALIZE DAILY SPLIT STORED SHFT CUMULATIVE BY DAY REPORT CONFIGURATIONS CUMULATIVE BY HOUR DAILY LINE GROUP CUMULATIVE BY DAY REPORT CUMULATIVE BY HOUR SELECT AND...
Page 157 Upgrade Information Although MERLIN LEGEND CMS uses the enhanced capability of the MERLIN LEGEND Communications System, CMS works much the same as CMS for the MERLIN II system. If the installation is an upgrade from MERLIN II CMS Feature Module 2, all the current configuration files can be retained;...
Page 158 Upgrade Information Table B-1. Upgrading from MERLIN CMS MERLIN II CMS Hardware MERLIN MERLIN II Feature Module 2 and Files keep keep keep keep keep Operating System upgrade to MS-DOS 3.3 keep keep Monitor keep keep keep Expansion Card upgrade to MERLIN LEGEND CMS board...
Page 159 MERLIN LEGEND CMS Factory Settings Several of the MERLIN LEGEND programming options have been set at the factory before shipping. Some of those settings you change for using MERLIN LEGEND CMS, while others you don’t. Table C-1 provides a summary of the MERLIN LEGEND programming options used by CMS and their factory settings.
Page 160 MERLIN LEGEND CMS Factory Settings Table C-1. MERLIN LEGEND Factory Settings (for CMS) Page Factory Setting Programming Option System Mode 2-Digit Renumber System 1-14 Loop-Start Reliable Disconnect 1-29 3 rings Coverage Delay 1-27 Auto Logout Group Type 4 rings Return Time Interval Music-On-Hold Transfer Audible Group Calling/CMS...
Page 161 Glossary 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 be Call Threshold connected to a call for it to be considered a serviced call.
Page 162 Glossary Agent Position The 2-digit LEGEND system extension number for the telephone assigned to an agent. Agent Split A team of agents who handle the same types of incoming calls. Alert A signal, either a beep from the CMS PC or a wall- mounted device, to notify a CMS supervisor that an exception threshold for an agent, split, or a line group has been exceeded.
Page 163 Glossary Inside Auto Dial A telephone button that has been programmed to Button contact another telephone in the LEGEND system. Lights beside the button show the current status (busy, idle, or held) of the telephone that the button represents. Available State An agent work state in which the agent is idle and available to handle CMS calls.
Page 164 Glossary Dial Access to One of two optional settings for a LEGEND system Line Pools with pooled lines that determine how users access line pools. With Dial Access, users press a Pool Access button, then dial a code to access a partic- ular line pool.
Page 165 Glossary grammed for All-Ring operation or exception thres- holds by line button number for agent splits and line group exceptions. Factory Setting The factory-set value for a system option which allows CMS to operate immediately after installation. The supervisor may later improve system perfor- mance by replacing some initial settings with values more appropriate to the needs of his or her busi- ness.
Page 166 Glossary Line Group A group of interchangeable telephone lines on which CMS calls can be answered by the same team of agents. Logged Out A state in which the agent receives no CMS calls State and is not counted as logged in for reporting pur- poses.
Page 167 Glossary 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 time the line is seized by an incoming call until CMS answers the call;...
Page 168 Glossary (routed automatically) to available agents in the secondary split. The percentage of calls that go from initial ringing to Service Level answered within a specified length of time called the service level limit. A performance goal for answering incoming calls, Service Level Limit expressed in terms of the number of seconds it...
Page 169 Glossary jack, which is assigned to a CMS line group. Transferred calls are treated as new CMS calls; CMS distributes them to the appropriate agents and maintains historical records. Transfer-to-Split A feature that allows an agent to transfer calls to another split by pressing a button on his or her tele- phone.
Page 170 Index Barge-In programming, 1-35 Block renumbering, 1-6 Business name Abandoned call threshold programming, 8-5 programming, 8-3 ACW button assigning to agent, 1-23 Agent Assist button assigning to agent, 1-33 Agent directory Call flow creating, 5-3 programming, 6-9 Agent status control CMS management screens programming, 1-36 map, A-3...
Page 171 Delay message length Ghost module programming, 8-4 adding, 1-38 Group page programming, 1-35 Editing data, 4-8 Editing function keys, 4-7 Hardware, 2-1 to 2-17 Editing prompt, 4-6 installing , 2-6 to 2-17 Entering data, 4-5 MERLIN LEGEND, 2-2 Error messages, 9-2 to 9-6 optional, 2-4 Exiting CMS, 4-9 required, 2-2...
Page 172 MERLIN LEGEND planning forms, 1-2 view-only monitor, 2-15 Voice Announcement Unit, 2-14 MERLIN LEGEND programming, 1-4 to 1-41 general instructions, 1-2 Intraflow turning on and off, 6-11 Intraflow threshold programming, 6-12 Operator positions setting up, 1-15 to 1-19 Optional equipment Line group options programming, 1-30 to 1-41 programming, 6-7...
Page 173 Screens T1 lines CMS management, A-3 programming, 1-13 CMS programming, A-2 Telephone programming Secondary splits description, 1-3 assigning, 6-10 Testing CMS, 7-1 to 7-8 Service level limit agent status test, 7-5 programming, 8-3 intraflow test, 7-7 line status test, 7-3 Shift configuration startup test, 7-2 building, 6-1 to 6-17...
Page 174 VDC 600 board setting DIP switches, 2-11 Video splitter installing, 2-15 View-only monitor installing, 2-15 Voice Announcement Unit installing, 2-14 Warning messages, 9-7 to 9-13 IN-5...
Page 175 FCC Notification and Repair Information This equipment is registered with the Federal Communications Commission (FCC) in accordance with Part 68 of its rules. In compliance with those rules, you are advised of the following: MEANS OF CONNECTION: Connection to the telephone network shall be through a standard network interface jack USOC RJ11C.
Page 176 FCC Notification and Repair Information Your local telephone company may make changes in its facilities, equipment, operations, or procedures that affect the proper functioning of this equipment. If they do, you will be notified in advance to give you an opportunity to main- tain uninterrupted telephone service.

AT&T Call Management System Installation And Programming Manual

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

Quick Links

Need help?

Questions and answers

Subscribe to Our Youtube Channel

Related Manuals for AT&T Call Management System

Summary of Contents for AT&T Call Management System

Table of Contents