Monitoring Call Management - AT&T Call Management System Supervizor's Manual

Supervising CMS
To change agent status from the supervisor's telephone:
1. Press the appropriate button on the telephone (Make Available, Make
Logout or Make ACW).
2. Press the DSS button for the agent whose status you want to change.
If these buttons are not programmed on your telephone, refer to Chapter 5 for
programming instructions and codes.

Monitoring Call Management

Once you begin call management (as described earlier in "Startup Pro-
cedures"), you can monitor activity in the line groups and splits for the current
hour through the status screens. The screens, described in this chapter, are
as follows:
System Status screen. This screen is considered the "home" screen
during call management. It summarizes the activity in each line group
and split.
Split Status screens. Y
This screen describes the activity of each agent in a particular split and
summarizes the activity for the entire split.
Line Status screen. This screen summarizes the activity for each line
and line group.
Events Log screen. This screen lists the 19 most recent exception mes-
sages, routine events (such as normal shutdown), and system problems
and the time they occurred.
monitoring the status screens, you can discover
By
and correct them through dynamic reconfiguration.
Reconfiguration," on page 6-31.)
can view a Split Status screen for each split.
OU
Monitoring Call Management 6-11
problems as they occur
(See "Dynamic