Cms And Other Businesses; Day-To-Day Operation Of Cms - AT&T Call Management System Supervizor's Manual

Introduction to CMS

CMS and Other Businesses

Bon Voyage Travel's line groups and agent splits are typical for a travel
agency. Other businesses would have other names for their line groups and
splits. For example, a wholesale distributor might have line groups and splits
for inside sales and customer service (such as order tracking), while a bank
may have line groups and splits dedicated to specific types of loans and cus-
tomer services (credit card and billing inquiries). A brokerage firm may have
line groups and splits for stock quotes and customer orders.

Day-to-Day Operation of CMS

Your day-to-day interaction with CMS primarily involves monitoring system
status during call management and using dynamic reconfiguration to make
any needed changes in the configuration being used to manage calls.
The following example illustrates how the CMS supervisor at Bon Voyage
Travel interacts with the system during a typical day.
9 a.m. each business day, Pat P. switches on Bon Voyage's PC and starts
At
managing calls with the weekday configuration. All agents are automatically
in the logged out state when call management begins. Pat uses the MERLIN
LEGEND system Group Page feature to ask the agents in some splits to
touch the Available button on their telephones to signal they are available to
begin answering calls. Another split is using a line group with Auto After Call
Work; they automatically become available when the calls start coming in.
Pat makes several changes to the current configuration during the day. First,
Pat removes Tom Baker from his position in the Personal Travel split because
he is on vacation. He moves a new agent into Tom's position in that split, and
tells the agent to move himself to the Available state.
As the peak calling hour approaches, Pat turns on intraflow for the Charter
line group. Pat uses the Group Page feature to tell the agents in the Support
split that they may now receive calls for the Charter line group. The Support
split is a secondary split for the Charter line group.
Throughout his shift, Pat takes time out from other work to monitor the System
Status screen, the Line Status screen, and the Split Status Information
A Typical CMS Application 1-11