Making Agents Available For Cms Calls; Agent Telephone Button Requirements - AT&T Call Management System Supervizor's Manual

Supervising CMS
[F3] (System Status). Use this function key to select the System
Status screen, the "home" screen of the running CMS and your pri-
mary source of information when monitoring call management. It
summarizes the activity in each agent split and line group. For infor-
mation on interpreting this screen, see "Using the System Status
Screen" in this chapter.
[F5] (Reports). Use this function key to select the Report Menu
screen. 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 Chapter 7, "Generating Reports. "
[F8] (Exit Call Mgt). Use this function key to stop call management.
You are prompted to confirm your request. Your CMS stops answer-
ing incoming calls but continues to function until all calls already in
the system are completed. This includes any call already answered
by CMS, whether it is connected to the voice announcement unit,
waiting in a queue, or connected to an agent. The status screens
continue to be updated as long as calls are being handled.
Once all calls are completed, the historical data are written to the
disk and the CMS Menu screen appears. From the CMS Menu you
can choose to program CMS, print reports, exit to MS-DOS, or start
call management again.
Making Agents
Available for CMS Calls
Since it is important that CMS knows when an agent is available for CMS
calls, agents must understand how to designate the work state they are in.
This way, CMS can run efficiently and maintain accurate records.

Agent Telephone Button Requirements

Each agent telephone must have both an Available button and an ACW but-
ton. For telephone programming procedures, see Chapter 5, "CMS Tele-
phones and Telephone Programming."

Making Agents Available for CMS Calls 6-7