Supervisory Login/Logout; Call Management - AT&T Call Management System Supervizor's Manual

Introduction to CMS

Supervisory Login/Logout

The CMS supervisor can change an agent's work state from the CMS PC or
the supervisor's console. From the Split Status Information screen, the super-
visor simply enters the agent's ID at the appropriate prompt and enters the
new status (Logged out/Available/ACW). From the console, the supervisor
presses the agent's Inside Auto Dial button then a programmed feature but-
ton for the desired work state.

Call Management

Call management is the automatic distribution of calls within a shift
configuration. When a call comes into CMS, the system goes through this
sequence of steps:
1. CMS looks for an available agent in the main split assigned to the line
group for the incoming call.
2. If an agent is available, CMS answers the call and transfers it to the
agent who has been available the longest.
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.
4. If no agent has become available and the delay message is finished,
CMS puts the call on hold.
5. As soon as an agent is available, CMS transfers the oldest waiting call
to the agent.
6. If the call has waited a certain amount of time (the intraflow threshold), it
may be sent (intraflowed) to an avail
intraflow is on).
1-6 Basic Terms and Key Concepts
able agent in the secondary split (if