Cms Supervisor's Responsibilities - AT&T Call Management System Supervizor's Manual

Introduction to CMS

CMS Supervisor's Responsibilities

In many cases the MERLIN LEGEND system manager and the CMS supervi-
sor are the same person; in other cases, the two roles may be assigned to
different people. However, if different people are assigned to each role, the
MERLIN LEGEND system manager and the CMS supervisor must work
closely together to define the needs of both the MERLIN LEGEND system and
CMS.
While the MERLIN LEGEND system manager is responsible for systemwide
CMS options and features (such as line types, line assignments, and System
Speed Dial codes), most of the CMS operation is the responsibility of the CMS
supervisor. The primary function of CMS is to distribute incoming calls to
available agents. If agents are not available, CMS cannot perform its primary
function. Therefore, keeping agents available to answer calls is one of your
main duties as the CMS Supervisor. Anything you can do to ensure agents
are actively taking calls, not placing calls or doing anything other than CMS
activities, is in the best interests of your call handling goals.
The CMS Supervisor's responsibilities include:
Creating shift configurations of line groups and agent splits. (See
Chapter 3, "Programming CMS Shift Configurations.")
Changing system options and programming exceptions as business
needs change. (See Chapter
gramming Exceptions.)
Programming the attendant console and agent telephones and assist-
ing agents in the use of the MERLIN LEGEND system features that
they use to handle CMS calls. (See Chapter 5, "CMS Telephones and
Telephone Programming.")
Monitoring line status, split status, call traffic, and system problems
during call management. (See "Monitoring Call Management" and
"Dynamic Reconfiguration," in Chapter 6.)
Generating reports. (See Chapter
Using system status information and the Management Information Sys-
tem (MIS) data in the CMS reports to maintain efficient call
1-2 CMS Supervisor's Responsibilities
"Changing System Options and Pro-
4,
"Generating Reports.")
7,