AT&T 999-501-149 User Manual

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AT&T

999-501-149

MERLIN ® lI

COMMUNICATIONS SYSTEM

Feature Module 2

Call Management System System Manual

Printed in USA NOTICE

The information in this document is subject to change without notice. AT&T assumes no responsibility for any errors that may appear in this document.

MERLIN is a registered trademark of AT&T. MS-DOS is a registered trademark of Microsoft Corporation.

To order copies of this document, call the AT&T Customer Information Center, 1-800-432-6600 and include the document number 999-501-149 with your order.

September, 1988

Issue 1

Contents

Section 1: Introduction

How to Use the CMS Documents

Section 2: Understanding CMS

Overview Key Concepts A Typical CMS Application Key Facts and Considerations

Section 3: Your 6300 WGS and CMS

Overview

Duplicating the CMS Diskette Duplicate Installing the CMS Software Using Your PC with CMS

Section 4: Administering CMS

Overview Getting Started Building or Editing Shift Configurations Assigning Agent IDs Administering Lines and Line Groups Setting Options Selecting Exceptions Backing Up Shift Configurations

1-1

2-1 2-2 2-5 2-8

3-1 3-3 3-5 3-9

4-1 4-3 4-5 4-21 4-24 4-28 4-31 4-47

Section 5: Supervising CMS

Overview The Administrator/ Supervisor’s Responsibilities The Attendant Console Startup Procedures Making Agents Available for CMS Calls Monitoring Call Management Dynamic Reconfiguration

Section 6: Handling CMS Calls

Overview The MERLIN II System Voice Terminal Selecting a Voice Terminal for Your Agents Programming a Voice Terminal

5-1 5-3 5-4 5-8 5-12 5-15 5-27

6-1 6-2 6-5 6-9

Section 7: Generating Reports

Overview Types of CMS Reports How to Generate Reports

Section 8: Archiving Data

Overview

Section 9: Troubleshooting

Overview Startup Problems Call Management Problems System Errors Voice Announcement Unit Problems External Alert Problems Printer Problems Agent Problems Managing Calls if CMS is Disabled

Section 10: Quick Reference Guides

Overview Quick Reference Guide to Your PC Keyboard Quick Reference Guide to Entering and Editing Data Quick Reference Guide to Dynamic Reconfiguration Map of Screens for CMS Administration Map of Screens for Call Management

7-1 7-2 7-16

8-1

9-1 9-2 9-10 9-14 9-15 9-16 9-17 9-19 9-22

10-1 10-2 10-3 10-5 10-6 10-7

Glossary

Index

Overview

CMS Terms CMS Status Screens CMS Reports

Index

G-1 G-2 G-8 G-15

I-1

How to Use the CMS Documents

The Call Management System (CMS) is the automatic call distributor (ACD) for the MERLIN® II Communications System with Feature Module 2. The CMS component of the MERLIN II system answers calls and connects them to available agents. connects the call to the agent who has been idle the longest. If no agent is available, CMS connects the call to a delay message and then places the call on hold until an agent becomes available.

It’s important that your MERLIN II system be administered to work smoothly with CMS and that the CMS options and parameters are set to meet your call management needs. documents discussed in the following paragraphs can contribute to a fully integrated CMS/MERLIN II system. documents and plan how to use them to get your system up and running quickly and efficiently.

Then, as you observe how CMS manages your incoming call traffic day to

day, you can use the documents to fine-tune the system for more efficient call management and more useful call-management reports.

When there’s more than one agent available for a call, CMS

The explanations and instructions in each of the

Take a few minutes now to review these

PLANNING GUIDE

CMS

INSTALLATION

CMS GETTING STARTED GUIDE

AND

You should have received The MERLIN II Communications System Planning Guide for the Call Management System when you ordered your CMS. This

guide, used in conjunction with the MERLIN II System Planning Guide, shows you how to plan a fully integrated CMS/MERLIN II system oriented to the

way your business operates.

The CMS Planning Guide includes forms for recording the decisions you

make during planning. planning forms will help insure a trouble-free system installation and administration.

If you don ‘t have a completed set of planning forms at this point, the CMS Planning Guide is the place to start.

The MERLIN II Communications System Installation and Getting Started Guide for

the Call Management System comes packaged with the system manual. For the

CMS supervisor with a fully installed CMS/MERLIN II system and a set of completed planning forms, this guide is the place to begin. It moves rapidly through checklists of planning, hardware installation, and the operating system that must be instaIled on the hard disk of either the AT&T Personal Computer 6300 or AT&T Personal Computer 6300 WGS (Work Group Station) that runs the CMS software. Then it tells you how to install the CMS program on the hard disk and get a shift configuration up and running. It shows you how to enter and edit data in response to prompts on the screens. It also shows you how to monitor the system as you decide how to fine-tune it to meet your call management needs.

A complete set of CMS and MERLIN II system

CMS USER’S CARD

Once you have a shift configuration up and running, keep the Installation

and Getting Started Guide in the CMS binder for future reference.

Copies of MERLIN II Communications System User’s Card for the Call Management System comes packaged with the system manual. The User’s Card is a handy reference for programming and using the MERLIN II system features you’ll use most often with CMS. Each CMS supervisor and agent should have one of these cards.

How to Use the CMS Documents 1-1

CMS SYSTEM MANUAL

This is the manual you’re reading now. aspect of the CMS operation and administration, from understanding CMS to troubleshooting. contents of the system manual, and offers suggestions on the best ways to use it.

What’s in This Manual

The MERLIN II Communications System Manual for the Call Management System is intended for the supervisor or administrator who oversees the setup and operation of CMS. Here you’ll find an overall description of the system — all the concepts, procedures, and other information you’ll need to make the most of CMS in your business. This information is organized as follows:

1 Introduction. This section previews the contents of the manual and

2 Understanding CMS. This section of the manual describes key CMS

It contains information on every

“ What’s in This Manual” previews the structure and

explains what the special symbols and typefaces mean.

concepts such as line groups, agent splits, intraflow, and call management. hypothetical business, uses CMS.

You’ll also find a description of how Bon Voyage Travel, a

3 Your 6300 WGS and CMS. This section provides instructions on how to

make a duplicate of the CMS diskette and install the CMS software,

depending on whether you are using the 3 1/2 inch disk for the 6300 WGS or the two 5 1/4 inch disks for either the 6300 WGS or the PC 6300. (If you have not already installed the hardware, do so according to the instructions in the MERLIN II Communications System Installation and Getting

Started Guide for the Call Management System. )

4 Administering CMS. This section tells you how to use your personal

computer (PC) to perform the administration activities that get CMS up and running. These include identifying agents, identifying CMS lines, and building at least one shift configuration (an arrangement of line groups and agent splits for call management).

This section also describes other administration tasks that can be done at

any time. These include setting options and exception thresholds to alert you of unusual and undesirable situations, and making a backup copy of your shift configuration(s). A menu map shows you the relationship of the administration screens.

5 Supervising CMS. This section discusses the administrator’s

responsibilities with regard to CMS, such as setting up the attendant

console.

From the information in this section, you’ll also learn how to activate a

configuration, monitor system status, and dynamically reconfigure the system. Dynamic reconfiguration involves changing the configuration that is currently being used to manage calls, for example, moving an agent from one split to another. using.

A menu map shows you the screens you’ll be

1-2 How to Use the CMS Documents

Handling CMS Calls. This section helps you make decisions about which

size voice terminal your agents need, and which features they’ll use to handle CMS calls. It also includes information on programming and using these features.

Generating Reports. This section describes the types of reports available

from CMS, and how to select and print these reports.

Archiving Data. The information in this section tells you how to archive

historical data on floppy diskettes for storage and analysis.

Troubleshooting.

and tells you how to correct them.

Quick Reference Guides. The guides that make up this section provide

easy access to frequently used procedures and information.

Glossary. The Glossary defines CMS terms and describes how CMS statistics are calculated.

Index. The index provides page references for screens, terms, and procedures.

Documentation Conventions

This section helps you identify system problems quickly

Several special symbols and typefaces appear in this manual. For instance, keys that appear on your keyboard are shown like this: F1), or like this: [ ^ ] + [ > ] (press both of these keys simultaneously to

[ F1 ] (function key

print a screen). These typefaces are used to distinguish information you type from

information that appears on your PC screen:

This ita/ic typeface represents information that you type on the PC screen.

This bold typeface represents information that the system displays, such as prompts.

This italic typeface represents a MERLIN II system response.

In some instances, prompts that take up only one line on the display are represented in the text on two lines.

How to Use the CMS Documents 1-3

Overview

The Call Management System for the MERLIN II Communications System with Feature Module 2 is a powerful tool for managing your incoming calls. With CMS, you can handle calls efficiently, distribute the workload equally among your agents, and collect data on call traffic and call handling performance.

This section includes information that is basic to understanding CMS and using this manual effectively. It is organized as follows:

● Key Concepts explains important CMS terms.

● A Typical CMS Application describes how Bon Voyage Travel, a

hypothetical business, uses CMS to manage its incoming call traffic. This example reappears elsewhere in this manual and other CMS documents to illustrate CMS concepts.

● Key Facts and Considerations provides a checklist

important information regarding CMS installation, operation.

for referencing

administration, and

Overview 2-1

Key Concepts

To administer and use CMS, you should be familiar with the following terms, which are briefly defined:

Automatic call Line groups Agents Agent splits Shift configurations Main and secondary splits Intraflow Intraflow threshold

Logged out state Available state After-call-work (ACW) state Automatic after-call-work state (Auto ACW) Supervisory Login/Logout Call management Answer delay Force delay Priority lines

distributor (ACD)

CMS is the automatic call distributor (ACD) for the MERLIN II system. As an automated attendant, CMS distributes calls that come in on the MERLIN II system telephone lines assigned to CMS.

The MERLIN II system telephone lines assigned to CMS are organized into line groups. Usually the incoming calls for a line group are of the same type. For instance, the lines for incoming sales calls are in one line group and the lines for service calls in another. Up to 28 lines may be assigned to up to four line groups.

Incoming calls are answered by agents who are divided into agent splits, A split is a team of agents who handle the same type of incoming calls. Each split is assigned to answer calls for one or more line groups. You can have up to six splits, with a maximum of 28 agents in a split. However, no more than 28 agents can be active in CMS at any one time.

A shift configuration is an arrangement of line groups and agent splits for managing calls. You can create up to six different configurations to handle

different calling patterns in your business. However, only one shift configuration can be active at a time, and no more than 28 agents can be in that configuration.

In a configuration, some splits are main splits and others are secondary splits. A main split has primary responsibility for answering calls for a line group. A

secondary split answers calls for a line group only if the main split for that

group is overloaded. Sending calls to agents in a secondary split is called intraflow. The number of seconds that the call waits in the main split before it is sent to the secondary split is called the intraflow threshold. Intraflow can be turned on and off.

2-2 Key Concepts

When call management begins for a shift, the agents in the shift configuration are in the logged out state.

CMS neither sends calls to nor keeps statistics on agents who are logged out, so the agents have to signal CMS that they are now ready to receive calls.

They do so by touching the programmed button labeled Available on their voice terminals (MERLIN II system telephones) to enter the available state.

When agents need time to complete work on their most recent CMS call (such as processing an order or updating a record), they can leave the available state and enter the after-call-work (ACW) state by pressing the programmed button labeled ACW on their voice terminals. CMS does not send calls to agents who are in the after-call-work state, but it does keep statistics on them. To return to the available state from the after-call-work state, agents simply touch their Available button.

The automatic after-call-work (Auto ACW) feature allows you to administer a specific amount of time for the after-call-work state. Auto ACW automatically places agents into after-call-work upon completion of an ACD call. During that time, agents receive no calls as they complete their work, When the time specified in the Auto ACW parameters elapses, agents are automatically made available. Agents can make themselves available before the specified time elapses by touching their Available button.

In addition to using the Available and ACW buttons on their phones to move from work state to work state, agents in an active shift configuration always know what state they’re in by the status of the lights next to the buttons.

Available light on = available state ACW light on

= after-call-work state Both lights off = logged out state (To have both lights on is not possible.)

When agents touch the Available button to enter the available state, the light next to the Available button goes on.

When they touch the ACW button to move from the available state to the after-call-work state, the light next to the Available button goes off, and the light next to the ACW button goes on. Agents who plan to be away from their phones for an extended period or who are doing work unrelated to CMS can also log themselves out of CMS. They move from the available state to the logged out state by touching the Available button and thus turning off its light. Likewise, they move from the after-call-work state to the logged out state by touching the ACW button and turning off its light.

A CMS supervisor can change an agent’s work state from the CMS PC by using the Supervisory Login/Logout feature. From the Split Status Information screen, a supervisor can simply enter the agent’s ID at the appropriate prompt and enter the new status (Logged out/Available/ACW).

Call management is the automatic distribution of calls within a shift

configuration.

When a call comes into CMS, the system goes through this

basic sequence of steps:

● CMS looks for an available agent in the main split assigned to the line

group for the incoming call.

● If an agent is available, CMS answers the call and transfers it to the agent

who has been available the longest.

Key Concepts 2-3

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 immediately transferred to the agent.

If no agent has become available and the delay message is finished, CMS puts the call on hold. If your MERLIN II system has Music-on-Hold, the caller hears music.

As soon as an agent is available, CMS transfers the longest waiting call to the agent.

If the call has waited a certain amount of time (the intraflow threshold), it may be sent (intraflowed) to an available agent in the secondary split (if intraflow is on).

You can modify this basic sequence by using the CMS answer delay and force delay options, and by making one or more CMS lines priority lines. When no agent is available to answer the call, the answer delay setting determines how long a call rings before CMS answers and connects it to the delay message. With force delay active, all calls are connected to the delay message whether or not there are available agents, and callers are forced to hear the entire message before being connected to an agent. Calls coming in on lines that have been designated priority are answered before any other waiting calls.

More information about each of these aspects of CMS is included in the relevant sections of this manual. Additional CMS terms are included in the Glossary.

2-4 Key Concepts

A Typical CMS Application

The following example shows how Bon Voyage Travel Agency, a hypothetical business, uses CMS.

CMS AND BON VOYAGE

TRAVEL

FIGURE 2-1 Bon Voyage Travel’s CMS.

Special Line Group

555-8532 555-8518 555-8531

Public Line Group

555-1816 555-1808 555-1818 555-8515

At Bon Voyage Travel, agents plan and book trips for several types of customers. Most of the travel agency’s orders are placed by phone, so CMS is an important part of the agency’s daily business transactions.

In order to handle three different types of customers and to manage the frequent overflow of calls, Bon Voyage’s CMS administrator has divided the telephone lines customers use into four line groups and organized the travel agents into four splits. CMS.

Figure 2-1 shows a diagram of Bon Voyage Travel’s

Personal

Travel

Split

❍

Support

Split

Charter Line Group

555-0911 555-0914 555-0912 555-0915 555-0913 555-0916

Corporate Line Group

555-0917 555-0918

❍

Charter

Travel

Split

❍

Corporate

Travel

Split

❍

Calls routed to main spilt Calls Intraflowed to secondary split

A Typical CMS Application 2-5

The Personal Travel split handles calls from customers wanting to plan and book their personal vacations.

There are seven agents in this split.

Calls come into this split on two line groups: the Public line group and the

Special line group. In this example, the Public line group consists of four lines (555-1816, 555-1808, 555-1818, and 555-8515), which are advertised in the Yellow Pages, local newspapers, and national travel magazines.

The Special line group has three lines (555-8532, 555-8518, and 555-8531), which are reserved for valued repeat customers who may book several trips with Bon Voyage Travel each year.

The agents in the Charter Travel split arrange trips for groups and frequently book trips for local and national holiday clubs. There are seven agents in this split.

Calls to this split come in on one group of lines, the Charter line group, which consists of six numbers: 555-0911, 555-0912, 555-0913, 555-0914, 555-0915, and 555-0916. Occasionally a customer who has previously made travel arrangements through a holiday club will call one of these numbers to make personal travel arrangements. In such cases the agent in the Charter split who receives the call transfers it to an agent in the Personal Travel split. (This feature, called Transfer-to-Split, is explained in detail later in this guide and in the CMS System Manual.)

The Corporate Travel split handles business trips for large corporations. This split, consisting of two agents, is the main split for the Corporate line group. The telephone numbers for the Corporate line group are 555-0917 and 555-0918.

BON VOYAGE TRAVEL’S OTHER CALL TRAFFIC

Since both the Charter Travel split and the Corporate Travel split handle group trips, the Corporate Travel split serves as a secondary split (a backup split) to handle call overflow from the Charter Travel split. Likewise, the Charter Travel split backs up the Corporate Travel split during peak calling hours.

The number of agents available for CMS calls in Bon Voyage Travel’s fourth split, the Support split, varies according to the incoming call traffic. The employees who staff this split have primary responsibilities that do not involve CMS—such as bookkeeping, advertising, and trip packaging. But since these people have some experience as travel agents, they are often asked to back up the Personal Travel split when call traffic is heavy on the lines in the Public line group.

That is, the Support split becomes a

secondary split covering the Public line group. People assigned to the Support split are often away from their desks, so

calls coming into the Support split on the Public lines ring at all phones in the split. Then the Support person who is free to answer the call can pick up the nearest voice terminal. (This feature, called All-Ring operation, is explained in more detail later in this guide and in the CMS System Manual.)

All of Bon Voyage Travel’s phones and outside telephone lines are part of the agency’s MERLIN II Communications System, but some phones and outside lines are not assigned to the Call Management System. They operate outside of CMS.

2-6 A Typical CMS Application

Agents and nonagents use lines not assigned to CMS for all outgoing calls and nonrevenue producing incoming calls. Because this guide focuses on planning CMS, it refers to the components of Bon Voyage Travel’s MERLIN II system that are not assigned to CMS only when necessary to clarify some point about CMS planning and operation.

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 customer services (credit card and billing inquiries). A brokerage firm may have line groups and splits for stock quotes and customer orders.

A Typical CMS Application 2-7

Key Facts and Considerations

Key facts and considerations concerning proper CMS installation, administration, and operation are emphasized throughout this guide. However, as a quick reference, the most fundamental CMS requirements are listed below. You may need to refer to either the CMS Planning Guide or the CMS Installation and Getting Started Guide for more information on some items presented in the checklist.

SYSTEM CONSIDERATIONS

This version of CMS is designed to work solely with the MERLIN II Communications System with Feature Module 2.

CMS will work on either the AT&T PC 6300 or the AT&T PC 6300 WGS, operating under MS-DOS® version 3.2 or later. (The PC 6300 can also use MS-DOS version 3.1). It is not designed to work on any other personal computer.

The PC must have at least 512K RAM. The CU1 and CU2 ports on the CMS PC must be attached to two

attendant ports on the same module on the MERLIN 11 system. This module must be either a 408 or 008 analog circuit pack module.

On both of these modules, the first attendant port is the bottom jack, the second attendant port is the fifth jack from the bottom. Both of these jacks must be designated as attendant jacks during MERLIN II system administration.

The CU1 and CU2 ports must have lines administered in the same order to insure proper operation of the Voice Announcement unit.

The MERLIN II system must always be set to “large” in order for CMS to work.

The MERLIN II system cannot be in Behind-switch mode during CMS operation. (It can, however, operate behind a switch in standard mode).

Do not use the MERLIN II system flexible numbering feature with CMS.

SUPERVISOR’S CONSOLE AND AGENT VOICE TERMINALS

LINE ASSIGNMENTS

2-8 Key Facts and Considerations

The CMS supervisor can use only one type of administrator/attendant console: the MERLIN II System Display Console.

The CMS supervisor’s MERLIN II System Display Console must be plugged into a station attendant port on a MERLIN II system analog circuit pack module.

Agents can use any of the MERLIN II system analog or digital voice terminals; they cannot use the basic voice terminals.

You can assign up to 28 lines to CMS, using any block MERLIN II system from 1 to 56. If you want all of the button appearances, use only line 1 through 32.

Do not mix CMS line or line pool assignments in with non-CMS line or line pool assignments.

The line assignments for the CMS PC and the order in which they are assigned at both CU1 and CU2 attendant ports, must be exactly the same.

Do not mix CMS lines covered by different splits in the same pool.

of line ports on the

lines to have line

All CMS lines must have the MERLIN II system ringing option feature set for No Ring (at the main

attendant console).

STATION ASSIGNMENTS

LINE GROUP AND AGENT SPLIT CONSIDERATIONS

Each line of a line group

assigned to an agent

must be assigned to the

agent’s voice terminal.

CMS agent stations can be assigned any block

of stations on the MERLIN II system from 10 through 69. Keep in-mind that only 28 stations can be operational at one time.

CMS uses only the default intercom numbers assigned to the MERLIN II system (10 through 69).

CMS can have up to six shift configurations. Each shift configuration can have up to four line groups and up to six

agent splits. Each line group may have one and only one main split assigned to it. Line groups do not require secondary splits. An agent split may be designated the main split for one, more than one,

or all line groups. An agent split may be designated the secondary split for one, more than

one, or all line groups. An agent split assigned as the main split to one or more line groups can

also be assigned as the secondary split to one or more additional line groups.

EXTERNAL ALERTS

OTHER

CONSIDERATIONS

Up to four wall-mounted alerts can be used with CMS. They are

connected to line jacks on the MERLIN II system control unit, and administered to light up when thresholds set by the administrator are exceeded. The line jacks used for alerts are in addition to the maximum of 28 lines that can be assigned to CMS. (For example, if all 28 outside lines were assigned, the line button numbers for four alerts would be 29, 30, 31 and 32).

Do not use flexible numbering with CMS. If you are going to use flexible numbering with non-CMS portions of your

MERLIN II system, do not press

[ InitSp ] (initialize space) when

administering the MERLIN II system. Instead, use block or single renumbering. (For more information, see “Perform Flexible Numbering” in Section 4 of the MERLIN II System Installation and Administration Manual).

Key Facts and Considerations 2-9

Overview

If you are already familiar with this information from reading the MERLIN II

Communications System Installation and Getting Started Guide for the Call

Management System, skip over this section of the manual, and continue with

Section 4, “Administering CMS.”

The personal computer is an integral part of CMS. Two types of personal computers work with CMS: The 6300 WGS (Work Group Station) and the PC 6300. By using the CMS menus and screens and entering data into your computer, you can ensure that your CMS is working smoothly and that your statistics are accurate. The instructions in this manual refer to the 6300 WGS and its keyboard. This section of the manual helps you to use your computer to begin CMS operation.

The information in this section is organized as follows:

UPGRADE

INFORMATION

● Duplicating the CMS Diskette.

Describes how to make a working copy of

the CMS diskette.

● Installing the CMS Software.

Describes how to copy the CMS program onto the PC hard disk, start up the CMS program automatically, and set the time and date on your PC.

● Your PC with CMS. Describes how to use CMS screens, enter and

edit data, and access help screens.

This version of CMS is designed to work with both the AT&T PC 6300 and AT&T 6300 WCS, operating under MS-DOS version 3.2 or later. (The PC 6300 can also use MS-DOS version 3.1). It is not designed to work with any other personal computer.

CMS Enhancements

Some of enhancements to the previous CMS release include:

● Assigning up to 28 agents into one split

● Administering an automatic after-call-work state (Auto ACW)

● Changing agents’ work states from the PC (Supervisory Login/Logout)

● Generating cumulative reports

● Generating reports while CMS is managing calls

● Using updated and improved help screens

● Viewing color screens (if you have a color monitor)

● Using headset adapters for hands-free operation

● Utilizing external alerts to help you keep the system functioning efficiently

You are making a new beginning when you install CMS to work with the MERLIN II Communications System with Feature Module 2. Earlier CMS versions are not designed to work with this latest MERLIN II system, nor can the administered information in them be transferred to the new CMS. (For more information, see the CMS Planning Guide for the MERLIN II Communications System with Feature Module 2.)

Overview 3-1

Software Considerations

This CMS release is available on both a single 3 and 1/2 inch disk (to be used with the 6300 WGS) and on two 5 1/4 inch disks (to be used with either the 6300 WGS or the PC 6300). Previous releases of CMS were on a single 5 1/4 inch disk.

New copy and installation procedures for both types of disks are described in this section.

IMPORTANT: Before installing the new Call Management System, you must delete all existing files from the CMSMGMT and CMSREPT directories of your earlier version of CMS. See “Step 4. Installing Your Software” in the Installation and Getting Started Guide for more information.

Once CMS is installed, the agent directories, line and station number assignments, thresholds, exceptions and other information must be entered into the new CMS from the keyboard.

Hardware Considerations

If you have been using an AT&T PC 6300 to manage CMS (or have purchased an AT&T 6300 WGS) and you have MERLIN II System Console to be used as an administrator attendant, you don’t require any more hardware. If using the PC 6300, make sure it has at least 512K RAM. If using the 6300 WGS, make sure it has the VDC 400 installed (not the VDC 750).

If you have an older version of CMS and have used a PC 6300 PLUS with it, you can remove the CMS expansion card and put it in the PC you will use with the new system.

You can use the same the voice announcement unit with the new CMS that you were using with your earlier version of CMS. You should, however, use the AT&T 473 printer.

The instructions in this manual refer to the 6300 WGS keyboard. However, the function, tab, shift, cursor directional, backspace, and enter keys function the same way on the PC 6300 keyboard. Only the key locations are different for each keyboard.

You can find keyboard illustrations in the Quick Reference Guide to Your PC Keyboard in Section 10 of this manual. You may want to make a copy the Quick Reference Guide to Your PC Keyboard and keep it handy.

3-2 Overview

Duplicating the CMS Diskette Duplicate

To protect your original CMS diskettes from damage or wear, make duplicates

on the blank diskettes packaged with your software. Then you can store the originals in a safe place in case you need them later.

You’ll need the following to make the duplicate:

● Your PC

● The original CMS diskettes, labeled “Call Management System for the

MERLIN II CS,” and stored in the cardboard sleeve at the back of the manual. These are either:

3 1/2 inch diskette

Two 5 1/4 inch floppy diskettes (labeled “1 of 2“ and “2 of 2“ )

● Blank diskettes appropriate for your PC:

One blank 3 1/2 inch diskette (on which to copy the 6300 WGS CMS diskette)

Two 5 1/4 inch diskettes (on which to copy the PC 63005 1/4 inch diskettes)

DUPLICATING THE CMS

DISKETTE

NOTE: Be certain that the diskettes you will use to duplicate the CMS diskettes do not have files on them that you want to keep. All files on the duplicate diskettes will be overwritten when you copy the CMS diskettes.

In order to make a duplicate of the CMS diskettes, the MS-DOS® system program (including the “diskcopy” command) should be on your hard disk. If you need to install the MS-DOS system program, use the MS-DOS diskette labeled “MS-DOS/GW BASIC System Diskette” and follow the directions in the guide that comes with that diskette.

Also you should set your PC for the correct date and time. For directions, see the user’s guide for the 6300 WGS or follow the instructions under “Setting the Time and Date” later in this section.

make a duplicate copy of the original CMS diskette, do as follows:

Turn on the PC.

When the C> prompt appears, type:

diskcopy a: a:

and press [ ↵ ] . This message then appears:

Insert SOURCE diskette in drive A: Strike any key when ready . . .

NOTE: PC responses may be slightly different from the ones printed here, depending on the version of the MS-DOS program that you are using.

Insert the original CMS diskette, labeled “Call Management System for the

MERLIN II CS,” into drive A. This diskette is the “source” diskette, the diskette that contains the information being copied.

Duplicating the CMS Diskette Duplicate 3-3

When inserting the diskette, the label of the diskette should face upwards, and the notch in the side of the diskette (5 1/4 inch diskette) should be on the left. When you hear a click, indicating that the diskette has been fully inserted, press down the latch on drive A until you feel the latch lock.

NOTE: The procedure is essentially the same whether you are using the 5 1/4 inch floppies or the 3 1/2 inch diskette. However, if you are using the 5 1/4 inch floppies, insert the diskette labeled “1 of 2“ at this first step.

4 When you are ready, press any key.

The red in-use light on disk drive A comes on while the system is reading

the source diskette.

WARNING: Do not remove a diskette from the drive while the red in-use light is on.

When the system has read the first part of the diskette, this message is

displayed:

Insert TARGET diskette in drive A: Strike any key when ready . . .

5 When the red in-use light on drive A is off, remove the source diskette,

insert the blank diskette, and press any key. This diskette is the “target”

diskette, the diskette on which the information is being copied. The in-

use light comes on while the system is copying the source diskette onto

the target diskette.

If the blank diskette is not formatted, the message,

Formatting While Copying

appears on the screen. NOTE: Depending on the amount of memory on your PC, the system may

prompt you to swap diskettes during diskcopy.

When the copying process is finished, you see:

Copying complete Copy another diskette (Y/N)?

6 If you are using the 3 1/2 inch diskette, type n. You don’t need to press

[ ↵ ] .

If you are copying the 5 1/4 inch diskettes, type y. Then insert the second diskette (labeled “2 of 2“ ). (After it has been completely copied, type n and go on to the next step).

7 When the C> prompt appears, remove the duplicate diskette, prepare an

appropriate label, such as “CMS Duplicate Copy,” and apply the label to

the diskette. NOTE: Label the 5 1/4 inch diskettes “CMS Duplicate Copy 1” and “CMS

Duplicate Copy 2,” respectively.

8 Store each original diskette in a safe place.

You are now ready to install the CMS software.

3-4 Duplicating the CMS Diskette Duplicate

Installing the CMS Software

Perform the following software installation procedures the first time you install the CMS software or if errors occur that you cannot fix and you need to begin again.

required for CMS operations onto the PC hard disk.

When you are finished, the system has copied the programs

INSTALLING THE SOFTWARE

To install the software do the following:

If the A> prompt does not appear on your screen, type

and press [ ↵ ] . The A> prompt should then appear on your screen.

Insert the duplicate copy of the CMS software into drive A. (If using the 5 1/4 inch floppies, use the diskette you’ve labeled “1 of 2”)

Type

cmsinstall

and then press [ ↵ ] .

The following message appears in the upper portion of the screen:

❈❈❈❈

Call Management System for the MERLIN CS

❈❈❈❈

Installation Procedure

This message remains on the screen throughout the installation procedure. Additional messages appear in the lower area of the screen.

If the system has less then 51X RAM (memory), the following error message appears:

❈❈❈❈

Insufficient System Memory for CMS

A Minimum of 512K System Memory is Required Increase System Memory and Repeat Installation

If this message appears, you must upgrade your system by increasing its RAM to a minimum of 512K before you can continue the installation procedure.

While the installation procedure is in progress, the following message usually appears on your screen:

❈❈❈❈

Installation Now In Progress. Please Wait...

If you are using the first of the two 5 1/4 inch diskettes and the installation is error-free, the installation procedure will stop when the first diskette has been completely copied onto the system. When this happens, the following request for the second diskette will be displayed:

❈❈❈❈

Insert Floppy #2. Press Enter to Continue.

Remove the first diskette, insert the second disk, and press [ ↵ ] to continue with the installation.

Installing the CMS Software 3-5

However, there are other ways in which the installation procedure could be interrupted:

If there are errors on your CMS duplicate copy that prevent the installation program from continuing, the following message appears on your screen:

❈❈❈❈

Error on Installation Floppy Disk Try Installation from another Floppy

Discard the CMS duplicate copy, make another duplicate copy using the original CMS diskette, and then begin the CMS installation procedure again.

Also, there may be insufficient storage space on the hard disk for new information. In that case you will see the following message on your screen:

❈❈❈❈

Insufficient Disk Space for CMS. An additional xxxK is required. Delete Old Files and Try Installation Again.

Your PC should be dedicated entirely to CMS operation; non-CMS files should be cleared from the hard disk. If you need directions on using the MS-DOS “del” (delete) and “dir” (directory) commands to delete files, see the user’s guide that comes with the MS-DOS diskette.

5 Once the installation program has copied all the CMS programs and files

onto the hard disk, the final installation message appears on your screen:

❈❈❈❈

Call Management System Successfully Installed

When this message appears, the program returns control to MS-DOS and the A> prompt appears.

6 Return to the C> prompt by typing

and press [ ↵ ] .

7 Remove the CMS duplicate copy from the disk drive and store it in a safe

place.

Starting the CMS Program Automatically

If you are using your PC exclusively for CMS, you may want the CMS program to start automatically each time you turn on the PC. For this purpose, you must have an AUTOEXEC.BAT file that includes the appropriate commands. Then, whenever you turn on your PC, the CMS Menu will appear.

3-6 Installing the CMS Software

For information on setting up or adding to an AUTOEXEC.BAT file, see the user’s guide that comes with the MS-DOS diskette.

In order to set up or add to this file on your PC you need to use a text editor. Use either EDLIN, the MS-DOS line editor, or another text editor you are familiar with.

The following are the commands you need in your AUTOEXEC.BAT file to start CMS automatically:

cd cms cms

If your hard disk does not have an AUTOEXEC.BAT file, you can use EDLIN (the MS-DOS line editor) to create one for the cms commands as follows:

1 At the C> prompt, type cd , then press 2 Type edlin autoexec.bat , then press 3 At the 4 At the 1: prompt, type 5 At the 2: prompt, type cms , then press [ ↵ ] . 6 At the 3: prompt, hold down the [ Ctrl ] and

[ ↵ ] .

7 At the You should now be at the C> .

Setting the Time and Date

The date and time are important parts of your daily CMS statistics and must be represented correctly on your PC screen. When you have set up your PC and copied the MS-DOS program onto the hard disk, the system prompts you to check the date and the time to be displayed on the screen. If either is not correct, follow the procedures below. (When in CMS, you can check the time and date by looking at the right-hand corner of any CMS Menu screen).

❈

prompt, type i ,

❈

prompt, type e , then press [ ↵ ] .

then press

cd cms , then press [ ↵ ] .

[ ↵ ] .

[ z ] keys together, then press

SET THE DATE

NOTE: The date must be changed at the beginning of each year, and the time must be adjusted for daylight savings time.

To check or change the date on your PC, do as follows:

1 When the C> prompt appears, type

date

and press [ ↵ ] . The following message appears on your screen:

Current date is Wed 4-07-1987 Enter new date: (mm-dd-yy)

2 If the date is correct, press [ ↵ ] .

If the date is incorrect, type in the correct date (for example, 4-08-1987) and press

[ ↵ ] .

Installing the CMS Software 3-7

SET THE TIME

To check or change the time on your PC, do as follows: 1 When the C> prompt appears, type

time

and press [ ↵ ] .

Current time is 0:01:30.00

Enter new time:

The following message appears on your screen:

2 If the time is correct, press [ ↵ ] .

If the time is incorrect, type in the correct hour and minute (for example, 9:03 ) and press

[ ↵ ] .

MS-DOS works on the basis of a 24-hour clock, so

if you want to enter the time as 2:30 p.m. you must type 14:30.

MS-DOS keeps track of the seconds and hundredths of seconds for you.

3-8 Installing the CMS Software

Using Your PC with CMS

This section describes the format of CMS screens, entering and editing data,

and accessing help screens. If you have questions about MS-DOS, the layout of your keyboard, or other information about your 6300 WGS, refer to the

manuals that accompanied it.

SCREEN FORMATS

The following screen shows a typical CMS screen format:

Bon Voyage Travel

❍

AGENT SPLITS

Split Pos ID

1 PERS

❍

2 CHART

Configuration #1 - DAILY

3 You can not cancel this prompt.

❍

4 CLEAR CONFIG: Are You Sure? (Y/N):

❍

5 F

Cancel

❍

1 Prompt

Agent Agent

16 TOM 17 CLIFF 19 ERNIE 21 DEB 23 BOB 24 SHERM 25 WALT 27 BEN 28 SAM 29 NORM 31 DI 32 CARLA

33 BJ 35 MAX

Split

3 CORP

4 SUPPT

5 6 -

Answer ‘Y’ or ‘N’

Pos ID Group Lines Delay Delay ACW

37 IKE 39 TINA B SPECL 40 DIANA 42 RON D CORP 43 NANCY

Grp Main Sec Flow 1

A B C D

F Previous 5

Field

ADMIN CMSIIR2

LINE GROUP OPTIONS

Num

A PUBLIC

C CHART

Splits

1 3 On 1 3 On

2 4 On 4 30s Off 3 - Off

6 Field

10:51a 06/13

Answer Force Auto

4 5s 3 5s Off 10s 6 5s 2 5s

CALL FLOW

Intra Spl Thresh Ring

On 5s

Off 5 s On 5s

Flow All

10s Off 2 5s Off 3 30s Off

30s O f f 6 30s Off

F Enter 8 Data

The following types of information may appear in each area of the screen. Each number below corresponds to a number to the left of the screen.

1 ID line. The ID line contains:

Business name. Status indicators concerning problems with the PC hard disk, the

connections between CMS and the MERLIN II system control unit, or the connections between CMS and the voice announcement unit

and/or printer.

For information on resolving problems, see Section 9,

“Troubleshooting.”

Current CMS mode:

CMS appears when the system is first started.

DAY or NIGHT indicates calls are being managed using Day Service or

Night Service mode (explained later in this manual).

ADMIN indicates

CMS is being used for administration instead of call management.

REPT appears when you use the Print Reports screen.

CMS Release number (for example, CMSIIR2) Time and date.

2 Information area. This area contains screen names, menus, or status

information for a particular screen.

Using Your PC with CMS 3-9

3 Error line. Three types of messages can appear in the error line:

● Error messages indicate you made an invalid entry, such as entering a

number in a field where only letters are valid.

● Exception messages indicate that one of the exception thresholds you

have set has been reached, and an unusual or undesirable situation may be occurring,

● System messages indicate that part of CMS is malfunctioning (for

instance, the voice announcement unit is not working),

In many cases, the PC beeps when a message appears in the error line. Exception messages and system messages remain on the screen until another message overwrites them or until you move to another screen. Error messages remain on the screen until you correct the error.

4 Prompt line.

after you press most function keys or in response to certain error conditions.

When no prompt appears, the prompt line to remind screens.

For more information, see

5 Function keys. The labels

meaning of the function keys on your keyboard. The function key labels depend on the screen you are viewing (except access to a help screen). When you press a function key, usually a new screen or a prompt appears. When a prompt appears, the function key labels change to provide data entry functions.

Entering and Editing Data

Entering and editing data with CMS is easy. You enter data by pressing function keys and responding to the prompts that appear on your screen. Whenever a prompt appears, the function keys are relabeled. For example, compare the next two screens. the first screen, it changes as shown on the second screen, In addition to highlighting the Line Group area, the function keys provide the options listed for the line groups. If you were to choose one, the prompt line would display the fields for entering and editing data for that option, and the data entry keys would replace the Configuration screen’s function keys,

This line contains requests for your input. Prompts appear

the words

[ F10 ]

- Help

appear to the far right in

you that pressing [ F10 ] lets you access the help

“Entering and Editing Data,” in this section. in this area of the screen tell you the current

[ F10 ] , which is always

If you press

[ F2 ] (labeled “Line Groups”) on

3-10 Using Your PC with CMS

Bon Voyage Travel ADMIN CMSIIR2

Split

1 PERS

2 CHART

aGENT SPLITS

Agent

Pos ID

l6 TOM 17 CLIFF 39 TINA

19 ERNIE 21 DEB 23 BOB 24 SHERM 25 WALT 6 27 BEN 28 SAM 29 NORM 31 DI A 1 3 On 32 CARLA 33 BJ C 2 4 On 4 35 MAX D3-

Split

3 CORP

4 SUPPT

5 -

Agent

Pos ID

37 IKE A PUBLIC 4

49 DIANA 42 RON D CORP 2 43 NANCY

Grp Main Sec Flow 1 10s Off

B 1 3 On 3

LINE GROUP OPTIONS

Group Lines Delay Delay ACW

B SPECL 3 C CHART 6

UM Answer Force Auto

5s On 5s 5s Off 10s 5s Off 5s 5s On 5s

CALL FLOW

Splits Intra Spl Thresh Ring

Off 5

Configuration #l - DAILY

F Splits 1

F Line

2 Groups

F Call 3 Flow

F Clear 5 Config

F Config 7 List

ll:00a 06/0l

Flow All

5s Off

30s Off 30s Off 30s Off

6 30s Off

F10 - Help

F Admin 8 Menu

ENTERING DATA AT PROMPTS

Bon Voyage Travel ADMIN CMSIIR2

Split Pos ID

Agent

1 PERS 16 TOM

17 CLIFF 19 ERNIE 21 DEB 23 BOB 24 SHERM 25 WALT

2 CHART

27 BEN 28 SAM 29 NORM 31 DI 32 CARLA 33 BJ 35 MAX

AGENT SPLITS

Split

3 CORP

4 SUPPT

5 6 -

Agent

Pos ID

37 IKE 39 TINA 40 DIANA 42 RON 43 NANCY

Grp Main Sec Flow 1

A 1 3 On 2 B 1 3 On 3 C 2 4 On D3-

LINE GROUP OPTIONS

Num Answer Force Auto

Group Lines Delay Delay ACW

A PUBLIC 4 B SPECL 3 C CHART 6 D CORP 2

CALL FLOW

Splits Intra

Off

3:56p 06/02

5s On

Off 10s

5s 5s Off 5s 5s On

Flow All

Spl Thresh Ring

l0s Off

5s Off

30s Off

6 30s Off

Configuration #l - DAILY

F10 - Help

Answer

1 Delay

F Force

2 Delay

F Auto 3 ACW

F Config 7 Screen

Instructions on entering data in prompts are usually presented as follows: Prompt:

The CMS prompt on your screen appears here in a special typeface. For instance:

SELECT CONFIGURATION Config #_

Using Your PC with CMS

3-11

Action:

Your instructions for entering data in response to the prompt appear here. For instance:

1 Enter a configuration number.

MOVING THE CURSOR

2 Press

[ F8 ] (labeled Enter Data).

Many CMS prompts contain several empty fields, as in the following example:

ADD AGENT: Last Name:

First:

ID:

When a prompt appears, the cursor is positioned at the beginning of the first field. Use these keys to move the cursor within a prompt:

Press To move

[ F5 ] (labeled Previous Field) To the beginning of the

[ SHIFT ] - [ > ]

(both

previous field.

keys at once)

[ F6 ] (labeled Next Field on

your screen) or

[ > ]

To the beginning of the next field.

(the tab key)

[ > ] (the right arrow key one character to the

located on the numeric

keypad on your

right. This key does not work in a blank field.

keyboard)

ENTERING DATA

[ < ] (the backspace key) or

[ < ] (the left arrow key

on the numeric

One character to the left. This key does not work in a blank field.

keypad)

Follow these guidelines when completing the fields in a prompt:

You may use uppercase or lowercase letters in your entries. In the examples in this manual, entries are usually shown lowercase. On your screen, almost all entries appear as uppercase, even if you typed lowercase letters.

Some field entries can be numbers or special characters. In some fields, such as the Business Name, you indicate spaces with an underscore.

[ F8 ] (labeled Enter Data) or [ ↵ ] when you finish typing your

Press response. cursor can be in any field when you press in this manual usually tell you to press prompt. You may press either

This tells the PC to process the data you have entered. The

[ F8 ] or [ ↵ ] . The instructions

[ F8 ] after your last entry in a

[ F8 ] or [ ↵ ] , however.

3-12 Using Your PC with CMS

●

Your PC beeps and an error message appears if you skip a required field in a prompt and press

[ F8 ] or [ ↵ ] .

EDITING DATA

Important: To cancel any prompt, press

[ DELETE ] . Any data you entered in the prompt fields is ignored, the

[ F1 ] (labeled Cancel Prompt)

prompt disappears, and the function key labels change from editing labels to the labels for the particular CMS screen.

change a character in a field:

●

Move the cursor to the incorrect character and simply type another character over it.

add characters at the end of an entry:

●

[ > ] after the last character and type additional characters.

Press

insert characters in an entry:

Move the cursor to the first character you want to change and retype the entire entry from that character onward.

You cannot use

[ INSERT ]

a character between other characters.

replace a long entry with a shorter one:

●

Type over any characters you want to change, then Press

[ SPACE ] (the

space bar) after the last character of the new entry. The remaining characters in the previous entry disappear. For example, to change

“Joseph” to “Joe”, move the cursor to “s”,

type “e

and press

[ SPACE ]

The letters “eph” disappear.

to insert

USING THE HELP SCREENS

You can press screen and its prompts.

[ F10 ] on any screen to receive more information about that

To exit a help screen and return to your previous place, press any key. If you press a function key to exit a help screen, you will exit help and then perform the function of that particular function key.

Using Your PC with CMS 3-13

Overview

The starting point for administration is the Administration Menu, shown below. You can get to it from the CMS Menu and from several other screens.

Bon Voyage Travel ADMIN CMSIIR2

Administration Menu

F1 Build/Edit Shift Configurations F2 Build Agent Directory (Names and IDs)

F3 Administer Lines and Line Groups F5 Set Options F6 Select Exception Thresholds to be Monitored F8 Exit From the Administration Module

SELECT ADMINISTRATION FUNCTION

F Config 1 List

F Agent 2 Directry

F Lines/ 3 Groups 5 Options

Set

F Select 6 Exceptions

10:36a 06/13

F10 - Help

F 8 Admin

As the list in the information area of the screen suggests, administration involves a variety of tasks. A brief explanation follows:

Building crediting Shift Configurations. Assign CMS agents to agent splits and assign agent splits to cover line groups.

Exit

Assigning Agent IDs.

Identify the CMS agents in your business.

Administering Lines and Line Groups. Identify your CMS telephone lines and assign them to line groups.

Setting Options.

Tailor CMS for your business by defining your business name, service threshold, abandoned call threshold, and message length. You can also set your PC to beep whenever an unusual or undesirable situation occurs.

Selecting Exceptions.

Select the exceptions (such as talk time and refused

calls) that are appropriate for your business. Backing Up Shift Configurations. Make a backup copy of your shift

configurations in case you need to restore your system. (See “Backing Up Shift Configurations”

near the end of this section).

If you are administering a newly installed CMS that as yet has no shift configurations, go to the CMS Installation and Getting Started Guide that came with this manual, and follow the procedures for building an initial shift configuration to begin managing calls. If you are building additional configurations or changing established configurations, review “ Key Facts and Considerations” at the end of Section 2, then go on to the next heading in this section,

Figure 4-1, “A map for CMS administration interrelationships among the administration

“Getting Started.”

screens,” shows the

screens you’ll be using.

Overview 4-1

FIGURE 4-1 A map of CMS administration screens.

CMS MENU

STORED SHIFT

CONFIGURATIONS

CONFIGURATION

AGENT SPLITS

GROUPS

FLOW

START CALL

MANAGEMENT

Getting Started

These procedures describe turning on the PC and selecting an administration activity from the Administration Menu. and Considerations” at the end of Section 2 before

You may want to review “Key Facts

administering

CMS.

START CMS

ADMINISTERING

To start administering CMS follow these steps:

1 Turn on your PC.

If you use an AUTOEXEC.BAT file to automatically start the CMS program, the CMS Menu appears. Go to step 4. (For information on creating an AUTOEXEC.BAT file, refer to “Starting the CMS Program Automatically” in Section 3.)

If the A> prompt appears instead of the C> prompt, type c: and press

[ ↵ ] to change to disk drive C.

2 When the

C> prompt appears, type

cd cms

and press [ ↵ ] .

3 When C> reappears, type

cms

and press [ ↵ ] ,

This starts the CMS program.

The CMS Main Menu, shown below, appears.

Bon Voyage Travel

CMS CMSIIR2 2:03p 06/27

F Start 1

CALL MGT

CALL MANAGEMENT SYSTEM (CMS)

FOR THE MERLING(r) II CS

MAIN MENU

Start Call Management

F1 -

Administer CMS

F4 -

(Agents, Lines, Configurations>

Print Reports

F5 -

F8 -

Exit to DOS

F Admin 4

CMS

F Print 5 Reports

F10 - Help

Exit

8 to DOS

Getting Started 4-3

4 Press [ F4 ] (labeled “Admin CMS” ) to begin administering CMS.

The Administration Menu screen, shown below, appears.

Bon Voyage Travel

F1 Build/Edit Shift Configurations F2 Build Algent Directory (Names and IDs)

F3 Administer Lines and Line Groups

F5 Set Options

F6 Select Exception Thresholds to be Monitored F8 Exit From the Administration Module

Config

1 List 2 Directry 3 Groups

Agent

Lines/

Administration Menu

SELECT ADMINISTRATION FUNCTION

F Set F Select 5 Options 6 Exceptions

ADMIN CMSIIR2

10:36a 06/13

F10 - Help

Exit

8 Admin

5 Press the function key for the administration activity you want to perform. 6 Turn to the corresponding instructions in this part of the manual.

4-4 Getting Started

Building or Editing Shift Configurations

A shift configuration is an arrangement of line groups and agent splits for managing calls. Before CMS can operate, you must build at least one shift configuration.

different calling patterns in your business. If you do not name the configurations when you begin to build them, the system supplies the default name of “Configx,” where x is the number of the configuration (1 - 6). We recommend, however, that you name the configurations so that their identity is meaningful for your business.

You can build as many as six configurations to handle

For instance, a business may require these

● Shift 1

● Shift 2

● Night

● Weekend

configurations:

In this example shift 1 and shift 2 configurations are for the two weekday shifts of agents. The night configuration is for calls after business hours that are answered at a central answering position, such as a guard’s desk. The

weekend configuration is for weekends and holidays.

NOTE: Night Service mode is different from a night configuration. During Night Service, CMS connects all incoming calls to a message and automatically disconnects the calls when the message is over. For more information, see “Selecting Day or Night Service” in Section 5.

In a shift configuration, splits are assigned to line groups as main splits and secondary splits.

A main split has primary responsibility for answering calls for a line group (or line groups). A secondary split answers calls for a line group only if the main split for that line group has no available agents. This is called intraflow. (Intraflow is described in more detail in “Administering Call Flow.”)

In the shift 1 configuration for Bon Voyage Travel, main splits and secondary splits are assigned like this:

Line group

Public line group

Special line group

Charter line group

Corporate line

Main split

Personal Travel split

Charter Travel split

Corporate

Secondary split

Support split

None

Corporate Travel split

Charter Travel

group Travel split Split

Building or Editing Shift Configurations 4-5

Administering shift configurations begins with the Stored Shift Configurations screen shown below. Pressing

[ F1 ] (labeled “Config List” ) from the

Administration Menu screen selects this screen.

Bon Voyage Travel

STORED SHIFT CONFIGURATIONS

1234 - EVENING 5- UNUSED 6-

Select

Save

1 Config 2 Config 3 Config 4 Startup

Rename

Choose

DAILY WEEKEND NIGHT

UNUSED

ADMIN CMSIIR2 10:38a 06/13

F10 - Help

Config

7 Screen 8 Menu

This section describes the following activities you can perform from the

Stored Shift Configurations screen:

Edit a Shift Configuration.

Create a new shift configuration or change an

existing one.

Admin

USE THE STORED SHIFT CONFIGURATIONS SCREEN

Save an Edited Configuration.

Store the shift configuration that was last

edited.

Rename a Shift Configuration.

Select a Startup Configuration.

Name or rename a shift configuration.

Select one of your shift configurations to

be invoked automatically during the startup procedure. Return to Other Screens. If you press

[ F7 ] (labeled “Config Screen” ), you

return to the Configuration Screen, which displays the configuration you last selected. (That configuration name is shown in reverse video on the

Stored Shift Configurations screen.) If you press

[ F8 ] , (labeled “Admin

Menu” on a shift configuration screen) you return to the Administration Menu.

use the Stored Shift Configurations screen, do the following:

Press the function key for the activity you want to perform. Perform the activity using the instructions on the following pages.

[ F8 ] (labeled “Admin Menu” ) to return to the Admin Menu when

Press you are through administering configurations.

4-6 Building or Editing Shift Configurations

Editing a Shift Configuration

This section describes how to build a new shift configuration or change an existing one. Your CMS will not manage calls while you are using these procedures.

“Dynamic Reconfiguration” in Section 5.

Building a shift configuration involves these activities:

● Assigning agents to splits

● Administering call flow (assigning main and secondary splits,

administering intraflow, and if you want, designating All-Ring operation for some splits)

● Administering line group options: Answer Delay (the number of seconds

a call rings before CMS answers it), Force Delay (forces all calls in the line group to hear the entire recorded message before being connected to an agent), and Auto ACW (the number of seconds after a completed call that an agent is automatically in the after-call-work state)

Before you can create or change a shift configuration, you have to identify your lines and line groups using the procedures under the heading

“Administering Lines and Line Groups” later in this section of the manual. Turn to those instructions now if you have not already completed that part of administration.

To edit an active shift configuration, follow the instructions in

BUILD OR EDIT A SHIFT CONFIGURATION

Refer to the CMS Agent Split Planning Form you created in the MERLIN

Communications System Planning Guide for the (Call Management System to see

how you planned to assign your splits to your line groups.

To build or edit a shift configuration follow these steps:

1 Press

[ F1 ] (labeled “Select Config” ) on the Stored Shift Configurations

screen.

2 Respond to the prompt

SELECT CONFIGURATION: Config #: _

by entering a configuration number 1 through 6.

3 Press

[ F8 ] (labeled “Enter Data“).

The Configuration screen appears with the shift configuration you selected. The example that follows shows how the Configuration screen looks when a configuration that has already been built is selected.

Building or Editing Shift Configurations 4-7

Bon Voyage Travel

AGENT SPLITS

Split

1 PERS

2 CHART

Configuration #1 - DAILY

Agent

Pos ID

16 TOM 17 CLIFF

19 ERNIE 21 DEB 23 BOB 24 SHERM

25 WALT

27 BEN

28 SAM

29 NORM

31 DI

32 CARLA

33 BJ

35 MAX

Split

3 CORP

4 SUPPT

ADMIN CMSIIR2

Agent

Pos ID

37 IKE 39 TINA 49 DIANA 42 RON D CORP 2 43 NANCY

Group Lines Delay Delay ACW A PUBLIC 4 5s On 5s B SPECL 3 C CHART 6

Splits Intra Spl Thresh Ring

Grp Main Sec Flow 1 10s Off

A 1 3 On B 1 3 On C 2 4 On D3- Off 5 30s Off

11:00a 06/01

LINE GROUP OPTIONS

Num Answer Force Auto

5s Off 10s 5s

Off 5s

5s On

CALL FLOW

Flow All

2 5s Off

30s Off

4 30s Off

6 30s Off

F Splits F Line F Call 1 2 Groups 3 Flow

F Clear 5 Config

F Config F Admin 7

F10 - Help

List

If you are editing a configuration that you built earlier, go to step4. If you are building a new configuration, note that all areas on the screen

involving splits are either blank or display hyphens. The defaults for the system are also displayed.

Study the following initial settings that are supplied for a new

configuration and determine which, if any, you want to change.

Answer delay is set to 5 seconds. Force delay is turned off. Automatic after-call-work is set to O seconds (off). Split numbers 1 through 6 are displayed in the Agent Splits area. Intraflow thresholds are set to 30 seconds. Intraflow is turned off. Main and secondary splits are unassigned (indicated by hyphens). All-Ring is turned off.

4 Select the activity you want to perform from the following list and turn to

the instructions. If you are building your first configuration, your must perform the first two activities.

4-8 Building or Editing Shift Configurations

Administering Splits. Add, move, or remove agents in the splits in a

configuration.

Administering Call Flow. Assign splits to groups, set intraflow

thresholds, turn intraflow on or off, and designate splits for Ail-Ring Operation (optional).

Administering Line Group Options. Program how you want CMS to control answering calls.

Administering Splits

Clearing a Configuration.

Delete the contents of a configuration.

Returning to Other Screens. Return to the Stored Shift Configurations screen and save the configuration you just built or edited, Return to the Admin Menu and select another administration activity.

The list of agents you created on the Agent Directory screen is your master list of agents. Any of the agents on the master list can be assigned to splits,

Pressing

[ F1 ] (labeled “Splits”) from the Configuration screen selects the

Configure Splits screen, shown below. If you are building a new configuration, first use

[ F1 ] (labeled “Add Agent”) to identify which of the

agents listed in the agent directory will be active in this configuration. Then

[ F6 ] (labeled “Change Split ID”) to assign an ID to each split,

use

Bon Voyage Travel

AGENT SPLITS

Split

1 PERS

Agent

Pos ID

16 TOM 17 CLIFF

19 ERNIE 21 DEB 23 BOB 24 SHERM

25 WALT

2 CHART 27 BEN

28 SAM 29 NORM

31 DI 32 CARLA 33 BJ 35 MAX

Configuration #1 - DAILY

Split

3 CORP

4 SUPPT

56-

Agent

Pos ID

37 IKE 39 TINA 40 DIANA 42 RON 43 NANCY

Grp Main Sec Flow

A 1 3 On B 1 3 On C 2 4 On D3- Off 5

ADMIN CMSIIR2

10:48a 06/13

LINE GROUP OPTIONS

Group Lines Delay Delay ACW A PUBLIC 4 5s On 5s B SPECL 3 5s C CHART 6 5s Off 5s D CORP 2

Num Answer Force Auto

Off 10s

5s On

CALL FLOW

Splits Intra

Flow All

Spl Thresh Ring

10s Off

1 2 3 4 30s Off

6 30s Off

5s Off

30s O ff

30s Off

Add

Agent

Remove

Agent

Move

Agent

Replace

Agent

New

Agent

Change

Split ID

Config

F1O - Help

Screen

Agent

Directry

Building or Editing Shift Configurations 4-9

ADMINISTER SPLITS To administer splits, press the function key for the activity you want to

perform:

[ F1 ] Add Agent. Use this function key to assign an agent to a split. The

agent must already be listed on the Agent Directory screen. A split may have up to 28 agents.

Prompt:

Action:

ADD AGENT: ID:

Pos # : Split #:

1 Enter an agent ID. 2 Enter a position number (a MERLIN II system default intercom

number), 10 through 69. NOTES: If administered, attendant numbers are 10, 14, 18, 22,

26, 30, 34, and 38. Two of these have been connected to the PC; and another will be used by the console during CMS administration as the CMS administration port.

Most likely, there are other circuit pack modules in the control unit, such as the 008D (digital circuit pack) or the 012 (basic voice terminal circuit pack). These circuit packs reduce the number of attendant ports available for CMS.

The most probable MERLIN II system configuration would allow for the following:

The attendant port for the MERLIN II system administrator

would be port number 10; The attendant port for the CMS administrator would be

port number 14; The attendant ports for CU1 and CU2 would be port

numbers 18 and 22. Subsequent analog modules would allow for additional

attendant ports to be administered.

3 Enter a split number (1 through 6). 4 Press

[ F8 ] (labeled “Enter Data”) to save your data and return

you to the Configure Splits screen.

HINT: Press

[ F8 ] (labeled “Agent Directry” ) again to return to the

Agent Directory if you need to refer to or change agent information. Press

[ F7 ] (labeled “ Config Splits” ) on the Agent

Directory screen to return to the Configure Splits screen.

[ F2 ]

Remove Agent.

Use this function key to remove an agent from a split.

(The agent entry will still be listed on the Agent Directory screen.) Prompt: Action:

REMOVE AGENT: ID:

Enter an agent ID and press

[ F8 ] (labeled “Enter Data”).

You are prompted to enter Y or N to confirm your request.

4-10 Building or Editing Shift Configurations

[ F3 ] Move Agent. Use this function key to shift an agent from one split to

another or from one position to another. Prompt: Action:

MOVE AGENT: ID:

New Pos #: _

1 Enter an agent ID.

2 Enter a new position number, or press

New Split #: _

[ F6 ] (labeled “Next

Field” ) to skip this field. If you skip this field, the agent keeps

the same position number.

3 Enter the number of the agent’s new split, 4 Press

[ F4 ] Replace Agent. Use this function key to substitute one agent for another

[ F8 ] (labeled “Enter Data”).

at a particular position. Prompt:

Action:

REPLACE AGENT: Pos # : _

New Agent ID:

Enter the position number and the ID of the agent you want to

substitute at that position.

[ F8 ] (labeled “Enter Data”).

Press

The agent originally assigned to that position is removed.

[ F5 ] New Agent. Use this function key to add an agent who is not already

listed on the Agent Directory screen.

The agent is simultaneously added to a

split and to the Agent Directory screen.

Prompt:

Action:

NEW AGENT: Last Name: First:

ID:

Pos: _

1 Make entries in these fields as follows:

Split #: _

Last name: up to 12 letters, numbers, or special characters First: up to 8 letters, numbers, or special characters ID: up to 5 letters, numbers or special characters

Position: a 2-digit MERLIN II system intercom number (10 - 69) Split: a number from 1 through 6

Remember, IDs must be unique.

2 Press

[ F6 ] Change Split ID. Use this function key to assignor change the ID for a

split.

Split IDs make it easier to identify splits on screens and in reports.

Each split ID must be unique.

[ F8 ] (labeled “Enter Data”).

However, a split and a line group can have the

same ID. Prompt: Action:

CHANGE SPLIT ID: Split #: _ New Split ID:

1 Enter a split number from 1 through 6.

2 Enter a split ID (up to 5 letters, numbers, or special

characters).

3 Press

[ F8 ] (labeled ‘r Enter Data”).

Building or Editing Shift Configurations

4-11

[ F7 ] Config Screen.

screen.

[ F8 ] Agent Directory. Press this function key to return to the Agent Directory

screen if you need to refer to or change agent information. Press

“Config Splits” ) on the Agent Directory screen to return to the Configure

Splits screen.

Administering Line Group Options

You can administer your CMS to use any, some, or all of the following line group options when handling incoming calls:

● Answer Delay

● Force Delay

● Automatic after-call-work (ACW)

Use this function key to return to the Configuration

[ F7 ] (labeled

ANSWER DELAY

If an agent is not available when a call first rings, CMS lets the call continue to ring for a certain number of seconds before it answers the call and connects it to the voice announcement unit. The number of seconds calls ring before CMS answers them is called the answer delay. You should use CMS for a few days before you change the answer delay from its initial setting of five seconds.

Think of answer delay as a trade-off between the time a customer spends listening to ringing and the time the customer spends on hold. You can set a different answer delay value for each line group, depending on the type of lines in the group and the amount of time the caller is likely to wait before an agent is available.

Consider these factors when choosing an answer delay value for a line group:

●

Someone begins paying for a call as soon as CMS answers it. If calls are likely to wait on hold before an agent is available, increasing the answer delay value will decrease time on hold and the cost of the call.

●

You can increase the answer delay if you know callers have to wait for an agent. Callers may be less likely to hang up if they wait longer for CMS to answer but spend less time on hold.

administer Answer Delay, do the following:

From the Configuration screen, press

[ F2 ] (labeled “Line Groups”), A box

appears around the Line Group Options portion of the screen and the

Line Group Options function keys are displayed.

Press with this prompt:

Enter a group letter (A-D).

4-12 Building or Editing Shift Configurations

[ F1 ] (labeled “Answer Delay”) and the editing function keys appear

ANSWER DELAY: Group Letter: _ How Many Seconds: —

4 Enter a number from 0 through 99 for the number of seconds a call is to

be delayed for that group. The initial setting is five seconds, the approximate time from the

beginning of one ring to the beginning of the next.

5 Press [ F8 ] (labeled “Enter Data”). The Configuration will reappear and

the answer delay for the specified line group will be updated.

FORCE DELAY

AUTOMATIC AFTERCALL-WORK (ACW)

The force delay option controls the transfer of calls to and from the voice announcement unit. If force delay is on, calls that arrive for a group will not be transferred to an agent until callers have heard the entire message, even if an agent is free. If it is off, they will be transferred to an agent as soon as one becomes available. If answer delay is set to zero and force delay is on, all incoming calls will connect directly to the voice announcement. This means that calls may be waiting to hear the delay message even when agents are available.

To administer Force Delay, do the following:

1 From the Configuration screen, press

[ F2 ] (labeled “Line Groups”). A box

appears around the Line Group Options portion of the screen and the Line Group Options function keys are displayed.

2 Press

[ F2 ] (labeled “Force Delay”) and the Force Delay editing keys appear

with this prompt:

FORCE DELAY: Group Letter: _

3 Type in the group letter for the line group you want to administer.

4 Press

[ F8 ] (labeled “Enter Data”). The setting will toggle automatically to

on or off, depending on the setting before you made the change. (The initial setting is off.)

This feature provides hands-free operation and allows an agent to use an automatic answer headset adapter.

After an agent completes a call, the automatic after-call-work option automatically puts that agent into the ACW state for an administered period of time. When that time has elapsed, Auto ACW automatically makes an agent available to receive calls.

The agent remains in the ACW state for the number of seconds administered for that line group (l-999). During the ACW period, the agent can complete the necessary paper work related to that call and does not have to worry about pressing the ACW or Available buttons on the voice terminal. An agent does not need to wait for the administered time period to pass before being available to receive the next call. An agent can manually override the automatic ACW state by pressing the Available button on the voice terminal.

To administer for Auto ACW, do the following: 1 Press

[ F2 ] (labeled “Line Groups”) on the Configuration screen which

produces a box around the line group options portion of the screen.

2 Press

[ F3 ] (labeled “Auto ACW” ) to display the following prompt near the

bottom portion of the screen: Prompt:

AUTOMATIC ACW: Group Letter : _ Seconds: _

Building or Editing Shift Configurations

4-13

3 Enter a group letter (A through D) for the group to be administered. 4 Enter the number of seconds (O through 999), for the number of seconds

agents are to be in the ACW state.

NOTE: “0” means the Auto ACW feature is not in effect.

5 Press

Administering Call Flow

The activities in administering call flow do the following:

● Assign a main split and an optional secondary split for each line group

● Turn intraflow on or off

● Set an intraflow threshold for each split

● Designate splits for AlI-Ring operation (optional)

A main split has primary responsibility for answering calls for a line group (or groups). A secondary spit covers calls to a line group only if no agent in the main split is available. lntraflow is the process of transferring waiting calls from a main split to an available agent in the secondary split.

The intraflow threshold is the number of seconds a call in a main split must

wait before it can be sent to an available agent (if there is one) in the secondary split. This waiting time begins when the call first rings. If calls already in the secondary split have exceeded the intraflow threshold, however, the secondary split will not accept intraflowed calls until the calls waiting have been answered. For a detailed description of how and when calls are intraflowed, see “How Intraflow Works” in this section of the manual. Consider these points when establishing your intrafiow threshold(s):

[ F8 ] (labeled “Enter Data”).

● How long do you want your customers to wait for an agent in the main

split if there are agents available in your secondary split? Remember, the waiting time starts as soon as the call begins ringing. Answering this question helps determine a reasonable intraflow threshold for the main split.

● If your secondary split serves as a main split for another line group, you

may not want that split to accept intraflowed calls if it is busy with its own calls. The secondary split’s intraflow threshold determines how long its own calls may wait before the split refuses to accept intraflowed calls. If a secondary split is not a main split as well, you don’t need to set a threshold for that split.

Pressing

Configure Call Flow screen shown below. All-Ring operation can also be

administered from this screen.

4-14 Building or Editing Shift Configurations

[ F3 ] (labeled “Call Flow”) on the Configuration screen selects the

Bon Voyage Travel

AGENT SPLITS

Spilt

1 PERS

2 CHART 27 BEN

Configuration #1 - DAILY

Agent Agent Num Answer Force Auto

Pos ID

16 TOM 17 CLIFF 39 TINA B SPECL 3 5s

19 ERNIE 21 DEB 23 BOB 24 SHERM 25 WALT

28 SAM 29 NORM

31 DI

32 CARLA

33 BJ

35 MAX

Split Pos ID

3 CORP 37 IKE

4 SUPPT

5 -

40 DIANA C CHART 6 5s 42 RON D CORP 2

43 NANCY

ADMIN CMSIIR2

LINE GROUP OPTIONS

Group Lines Delay Delay ACW

A PUBLIC 4 5s

CALL FLOW

Splits Intra Spl Thresh Ring

Grp Main Sec Flow 1

A 1 3 On B 1 3 O n 3 C 2 4 On 4 D3-

Off 5 30s Off

On 5s

5s On 5s

10:49a 06/13

Off 10s Off 5s

Flow All

10s Off

5s Off 30s Off 30s Off

30s Off

F Assign 1 Splits

F Flow 2 On/Off

F Set 3 Thresh

F All-Ring 5 On/Off 7 Screen

F Config

F10 – Help

HOW INTRAFLOW WORKS This example assumes there are main and secondary splits assigned to the

Iine group and no agent is available in the main split. If an agent becomes available at any step, CMS immediately transfers the canto that agent.

If a call comes in and no agent is available in the main split, the call is treated as

follows:

The call continues to ring for the answer delay interval you have

—

established.

CMS answers the call and connects it to the voice announcement unit for a delay message.

The call is put on hold (or connected to Music-on-Hold) and is added to the waiting calls in the main split.

The call is intraflowed (sent) to an agent in the secondary split if all of the following conditions are met:

The call is the oldest call eligible for intraflow into the secondary split. The amount of time the call has waited (that is, from the time the call

started ringing until now) has exceeded the intraflow threshold for the main split.

There is no available agent in the main split. There is an available agent in the secondary split. The oldest waiting call in the secondary split has not waited longer

than the intraflow threshold for the secondary split.

Building or Editing Shift Configurations 4-15

5 If there is no agent available in the secondary split, the call remains

waiting in the main split.

The call will be answered by the first available agent in either the main split or the secondary split (if the secondary split’s intraflow threshold is not exceeded by another call).

HINT: If your only consideration in building a shift configuration is to have every call answered as quickly as possible by any available

agent, you can assign all of your agents to one split and make that split the main split for all of your line groups.

You cannot have more than 28 agents in a split, If you assign all 28 to one split, there will be no agents in other splits to receive intraflow calls. Therefore, there are no secondary splits and you would not need to administer for intraflow in that shift configuration.

ADMINISTER CALL FLOW OR ALL-RING OPERATION

To administer Call Flow or All-Ring, press the key for the task you want to

perform:

[ F1 ] Assign Splits. Use this function key to assign main splits and secondary

splits to line groups.

Initially, all splits are unassigned; you choose which split answers calls for each line group. If you do not want to assign a secondary split, leave that field blank. To remove a secondary split already

assigned to the line group, type a hyphen in that field. Prompt:

ASSIGN SPLITS: Line Group Letter: _ Main Split #: _ Secondary Split #: _

Action: 1 Enter a line group letter (A through D).

2 Enter the number of the main split (1 through 6) that will

answer calls for the line group. (Leaving the field blank leaves it unchanged, )

3 Enter a secondary split number, or enter a hyphen if you do

not want to assign a secondary split for intraflow. (Leaving the field blank leaves it unchanged.)

4 Press

[ F2 ] Flow On/Off. Use this function key to turn intraflow on or off for a

[ F8 ] (labeled “Enter Data”).

particular line group. Each line group’s intraflow status appears in the Intraflow column of the Call Flow area of the screen.

Prompt: Action: 1 Enter a line group letter (A through D).

4-16 Building or Editing Shift Configurations

CHANGE INTRAFLOW: Line Group Letter: _

2 Press

[ F8 ] (labeled “Enter Data”). The intraflow designation

for that line group automatically changes from Off to On or vice versa.

[ F3 ] Set Thresh. Use this function key to set the intraflow threshold for each

split .

This threshold is based on the number of seconds the oldest call has

been waiting in a split. The initial setting is 30 seconds.

Prompt:

SET INTRAFLOW THRESHOLD: Split #: _ Threshold (seconds):

Action: 1 Enter a split number (1 through 6).

2 Enter the number of seconds from O through 999. 3 Press

[ F5 ] AlI-Ring On/Off. All-Ring operation is useful for splits in which agents

[ F8 ] (labeled “Enter Data”).

are not always near their voice terminals. Each call rings at all the agents’ voice terminals, and an available agent closest to a voice terminal can answer the call. (In normal CMS operation, a call rings at only one agent’s voice terminal.)

All-Ring operation is dependent on both your CMS configuration and your MERLIN II system administration.

To make an All-Ring split, you must assign a “ghost” agent as the only member of the split. Your MERLIN II system administrator must give you an unused intercom (position) number for your “ghost” agent.

Your “real” agents must have Cover buttons on their voice terminals that correspond to (cover) the “ghost agent’s” intercom number.

The real agents do not need to be assigned to a split. If you do assign them to a split, they cannot be in the same split as the “ghost” agent. Consult your CMS Agent Splits Planning Form to see which of your splits, if any, should be All-Ring.

NOTE: For more information on setting up an All-Ring split, see the discussion of this topic in “Agent Splits” under the general heading

“Planning Your Call Management System” in the MERLIN

Communications System Planning Guide for the Call Management System.

For more detailed information on how “real” agents use a Cover button to pick up calls to a “ghost” agent in an All-Ring split, see

“All-Ring Operation” and “Answering Calls in All-Ring Operation” in

Section 6, “Handling CMS Calls,” in this manual.

Building or Editing Shift Configurations

4-17

Use [ F5 ] (labeled “All-Ring On/Off”) to change a split from All-Ring operation to normal automatic call distributor (ACD) operation, or vice versa. In the All-Ring column of the Call Flow area of the screen, On indicates that a split has All-Ring operation, and Off indicates normal ACD operation.

Prompt: Action: Enter a split number (1 through 6) and press [ F8 ] (labeled “Enter

[ F7 ]

screen after you have finished administering call flow.

Clearing a Configuration

Pressing [ F5 ] (labeled “Clear Config” ) on the Configuration screen “clears”

the contents of a shift configuration. (The contents of the shift configuration are not deleted, just emptied so that a “clean” configuration exists. ) You might want to do this if you have made several configuration mistakes and want to begin again instead of making changes.

CHANGE ALL-RING OPERATION: Split #: _

Data”). NOTE: If you turn on All-Ring operation for a split, you must

assign a “ghost” agent as the only member of the split. If you change a split from All-Ring operation to normal operation, remove the “ghost” agent and add the real agents to the split.

Config Screen.

Use this function key to return to the Configuration

Prompt:

CLEAR CONFIG: Are you sure? (Y/N): _

Action: Type y or n and press [ F8 ] (labeled “Enter Data”). If you delete

the contents of the configuration, the Configuration screen returns to its default information.

If you accidentally clear a configuration, you can restore it by pressing Shift Configurations screen.

[ F7 ] (labeled “Config List” ), which selects the Stored

On this screen, press

[ F1 ] (labeled

“Select Config” ). A prompt asks if you want to save your

previous editing changes (which include clearing the

configuration). If you type n , the cleared configuration will be restored.

4-18 Building or Editing Shift Configurations

Returning to Other Screens

You can select two other screens from the Configuration screen. If you have just created or edited a configuration, the word (changed) appears next to the configuration name on the screen. Configurations screen to save your new configuration or the old one you have edited. Pressing Configurations screen, from which you can:

● Edit a configuration

● Save your editing changes (or save a new configuration you’ve just built)

● Rename a configuration

● Select a startup configuration

You may want to go to the Stored Shift

[ F7 ] (labeled “Config List” ) selects the Stored Shift

Pressing

[ F8 ] (labeled “Admin Menu” ) selects the administration menu. It

lists the main CMS administration activities.

Saving an Edited (Changed) Configuration

When you build a new shift configuration or make changes in an existing one, the word (changed) appears on the configuration list to the left of that configuration number. You can store the last edited configuration in a previously unused configuration or store it in place of another configuration.

For example, you could edit configuration 1 (shift 1 in our example) and

replace the original with the updated copy. If you want to keep the original

shift 1 configuration as well as the edited copy, store the copy in an unused

configuration number. Pressing

screen selects this activity. The word

configuration you last edited. Prompt: Action: 1 Press [ F8 ] (labeled “Enter Data”) to save the edited

[ F2 ] (labeled “Save Config”)

SAVE CONFIGURATION: Into

configuration under the same configuration name and number

as the original (in other words, to replace the original with the

updated copy).

on the Stored Shift Configurations

(changed) appears next to the

Config #: _

Enter a configuration number and press

[ F8 ] (labeled “Enter

Data”) to save the edited configuration under a different configuration number.

2 A second prompt appears:

SAVE CONFIGURATION: NAME? (Y/N):_

Replace Contents of Config X

The number and name of the configuration you edited appear in this prompt. it. Press

[ F8 ] (labeled “Enter Data”).

Type y to confirm your request or n to deny

Building or Editing Shift Configurations

4-19

Renaming a Shift Configuration

To name or rename a configuration, press [ F3 ] (labeled “Rename Config”) on the Stored Shift Configurations screen. many as 10 letters, numbers, or special characters. Spaces are not allowed, so

you may want to use underscores instead.

Configuration names can contain as

Prompt: Action:

RENAME CONFIGURATION: Config #: _ New Name: _

1 Enter the configuration number (1 through 6)

2 Enter the new name (up to 10 letters, numbers, or special

characters).

3 Press

Selecting a Startup Configuration

You can select one of the six shift configurations to be invoked automatically during the CMS startup procedure. Don’t select a startup configuration, however, if you want to choose a configuration each time you begin managing calIs,

[ F4 ] (labeled “Choose Startup”) on the Stored Shift Configurations

Press screen to choose this activity.

Prompt: Action:

CHOOSE STARTUP CONFIGURATION: (Enter ‘-’ for none) Config #: _

1 Enter the number of the configuration you want to use as the

startup configuration, or enter a hyphen if you do not want a startup configuration.

[ F8 ] (labeled “Enter Data”).

2 Press

[ F8 ] (labeled “Enter Data”). The words (startup default)

appear next to the configuration you selected.

4-20 Building or Editing Shift Configurations

Assigning Agent IDs

The first step in administering agents is creating a “master list” of agents on the Agent Directory screen. Later on, you assign these agents to splits (teams of agents) that answer calls that come in on lines assigned to line groups.

Each CMS agent needs a unique ID of up to 5 characters. You use this ID when you add, move, or remove an agent. Agents are also identified by ID in exception messages. can be active in a single shift configuration).

You can assign up to 60 agent IDs. (Up to 28 agents

Pressing

[ F2 ] (labeled “Agent Directry”) from the Administration Menu screen

selects the Agent Directory screen, shown below. It lists all CMS agents alphabetical] y by last name.

Use this screen to add agents, remove agents, or

edit agent information.

Bon Voyage Travel

Last Name Anders Bakerson Chanleys Chapman Claren Clover Easttree Fielding Fielding Hall Honelly Kiley Kloner Mailer

Add

1 Agent

F Remove 2 Agent

AGENT DIRECTORY

First Harry Tom Diane Charlie Clifford Ward Clive Sally William Benny BillyJoe Gene Maxwell Sam

F Change 3 Agt Info 7 Splits 8 Menu

ID HARRY TOM DI CHUCK CLIFF WARD CLINT SALLY BILL BENNY BJ GENE MAX SAM

Middon 0’Rourke Pantilly Patrick Peters Piers Price Reynolds Rice Rice Turner Turton Turton Weiss

ADMIN CMSI IR2 l0:54a 06/13

Last Name

First Beth Walter Ernie Bob Norman Benjamin Sherman Nancy Ronald Diana Carla Ike Tina Debra

F Config F Admin

BETH WALT ERNIE BOB NORM BEN SHERM NANCY RON DIANA CARLA IKE TINA DEB

F10 - Help

USING THE AGENT DIRECTORY SCREEN

use the Agent Directory screen:

●

Press the function key for the activity you want to perform.

●

Perform the activity using the instructions on the following pages.

●

[ F8 ] (labeled “Admin Menu”) to return to the Administration Menu

Press when you are finished.

[ F1 ] Add Agent. Use this function key to add new agents to the Agent

Directory. This activity does not add agents to an active configuration; it merely identifies them in the Agent Directory.

HINT: If any agent is regularly assigned to more than one split, give that agent a different ID for each split. Then use the appropriate ID when you add the agent to a configuration. The different IDs permit separate tracking of the agent’s statistics in each split. For example, Tom works in split 1 sometimes and in split 4 other times. Tom’s supervisor added him to the directory once with the ID TOM1 and again as T0M4.

Assigning Agent IDs

4-21

Prompt:

Add AGENT: Last Name: First:

ID:

Action:

1 Make entries in these fields as follows:

Last name: up to 12 letters, numbers, or special characters such as

*or#

First: up to 8 letters, numbers, or special characters ID: up to 5 letters, numbers, or special characters

Remember, each ID must be unique. The IDs appear on the

screen in uppercase letters, even if you enter lowercase ones.

2 Press

[ F2 ]

Remove Agent.

Directory. To help you avoid removing an agent by accident,

[ F8 ] (labeled “Enter Data”).

Use this function key to delete an agent

from the Agent

CMS prompts

you to confirm your request. If you have been managing calls and recording historical data

for an agent, removing the agent may delete the agent’s historical data. If you have any historical reports that have not yet been printed, print them before you remove the agent. Otherwise, you may lose the data for that agent. If you are archiving the historical data, be sure to copy the system tables as well as the

data files. For more information, see Section 8, “Archiving Data.” Prompt: Action:

REMOVE AGENT: ID:

1 Enter the ID of the agent to be removed. 2 When the confirmation prompt appears, type y to confirm

your request or n to deny it.

3 Press

[ F3 ] Change Agt Info. Use this function

or first name. (To change an agent’s ID,

[ F8 ] (labeled “Enter

Data”).

key to change an agent’s last name remove the agent and then add the

agent with a different ID.) Prompt:

Action: 1

CHANGE AGENT INFO: ID: Last Name:

First:

Enter an agent ID.

Move to the field(s) you want to change. Leaving either name field blank means that information won’t be changed in the Agent Directory.

When you finish editing, press

[ F5 ]

Next/Prev

[ F5 ] is labeled “Next Page”.

Page. If the Agent Directory contains more than 30 agents,

Pressing this key allows you to look at the

[ F8 ] (labeled “Enter Data”).

second page of agent information. When the second page of agent information is being displayed,

[ F5 ] is labeled “Previous Page”, and pressing

it accesses the first page of the Agent Directory. This key appears only if there are two pages (more than 30 agents) in the Agent Directory.

4-22 Assigning Agent IDs

[ F7 ] Config Splits. Press this function key to select the Configure Splits

screen. This function key only works if you have already selected a particular configuration to build or edit.

[ F8 ] Admin Menu. Press this function key to return to the Administration

Menu screen.

Assigning Agent IDs

4-23

Administering Lines and Line Groups

Your CMS supports up to 28 telephone lines. You can arrange your lines in up to four line groups. line group. Y

OU should have determined the following information when you

filled out the Line Groups Planning Form in the MERLIN II Communications

System Planning Guide for the Call Management System:

● How many departments or predefine groups of agents will need CMS

lines.

The number of line groups you need depends, in part, on the number of departments or groups of agents requiring CMS lines.

All lines whose telephone numbers are published for a particular department or product, or that are part of a hunt group, should belong to the same line group.

● How you want summary statistics organized.

If you want to keep statistics for certain lines together, assign those lines to their own line groups. For example, if the Sales Department handles four local lines and two WATS lines, you may want to place the local lines in one group and the WATS line in another in order to get separate summary reports on each type of line.

You should have also determined which lines should have priority status. If you have lines that should be answered before other lines in a line group, such as 800 numbers that you pay for or a line for special customers, you can assign priority status to those lines. decreases in proportion to the number of lines to which you assign it.

If you want, you can assign all your lines to a single

Remember, though, that true priority

Pressing

[ F3 ] (labeled “Lines/Groups”) on the Administration Menu screen

selects the Administer Lines and Line Groups screen. Use the following screen to do any of the following:

Identify the MERLIN II system lines that are part of CMS. Identify priority lines (lines that are answered first).

Assign lines to line groups. Change line IDs.

Assign or change line group IDs.

4-24 Administering Lines and Line Groups

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Group

A PUBLIC

ADMINISTER LINES AND LINE GROUPS

Btn ID Priority Group

Line Line

1 1816 2 1808 3 1818

4 8515

D CORP

ADMIN CMSIIR2 10:57a 06/13

ID Priority

Btn

15 0918

ADMINISTER LINES AND GROUPS

B SPECL

C CHART

D CORP

F Add F Remove 1 Line

2 Line

5 8532

6 8518 7 8531

8 0911

9 0912 10 0913 11 0914 12 0915 13 0916

14 0917

F Move 3 Line 4 Priority

F Change F Change

5 Line ID

F Change 6 Group ID

F10 - Help

F Admin 8

To administer lines and groups, do as follows:

● Keep your CMS Planning forms and your MERLIN II System

Configuration Form handy. They list your voice terminal button numbers, CMS line numbers, and line groups.

● Press the function key for the activity you want to perform. If you are

administering line groups for the first time, you should first add lines, then assign line group IDs (with possibly designate certain lines as priority lines (with

[ F6 ] , labeled “Change Group ID”), then

[ F4 ] , labeled

“Change Priority”).

● Perform the activity using the instructions on the following pages.

● Press [ F8 ] (labeled “Admin Menu”) to return to the Administration Menu.

NOTE: When you add, move, or remove a line, you may cause inaccuracies in the historical data for that line. So if you have been managing calls with CMS and decide to add, move, or remove lines, print any outstanding historical reports before you make changes to the Administer Lines and Line Groups screen. If you archive the data, be sure to copy the old system tables, too. For more information, see

Section 8, “Archiving Data.”

Administering Lines and Line Groups

4-25

[ F1 ] Add Line. Use this function key to add a line to CMS and assign it to a

line group.

IMPORTANT: Before adding a line to CMS, you must first assign the

line to the PC. For information on how to do this, see “Assign Lines to the CMS PC” in the MERLIN II Communications System Getting

Started Guide for the Call Management System.

This procedure also affects the CU1 and CU2 port assignments to the

CMS PC. Have the MERLIN II system administrator check that both CU1 and CU2 attendant port assignments are exactly the same and assigned in the same order.

Prompt:

ADD LINE: Button #:

_ Line ID: Group Letter: _

Action: 1 Enter the button number you want to assign to the line. It

must be a number from 1 to 32 that is not already assigned to another CMS line.

2 In the Line ID field, enter the last four digits of the telephone

number or some other identifier (up to 5 letters or numbers) such as WATS1 or WATS2.

3 Enter. the letter (A through D) for the line group to which you

are assigning a line.

4 Press

[ F2 ] Remove Line.

[ F8 ] (labeled “Enter Data”).

Use this function key to remove a line from CMS. To help you avoid removing a line by accident, CMS prompts you to confirm your request.

NOTE: When removing lines from the CMS PC, make sure you update your CMS Line Button Planning Form and your MERLIN II

System Configuration Form, so you know which line buttons are

available for future use.

Prompt:

REMOVE LINE: Line ID:

Action: 1 Enter a line ID and press [ F8 ] (labeled “Enter Data”).

[ F3 ] Move Line. Use this key to shift a line from one line group to another.

Prompt: Action:

4-26 Administering Lines and Line Groups

2 When the confirmation prompt appears, type y to confirm

your request or n to deny it, and press

[ F8 ] (labeled “Enter

Data”).

MOVE LINE: Line ID:

New Group Letter:_

1 Enter a line ID. 2 Enter a line group letter. 3 Press

[ F8 ] (labeled “Enter Data”).

[ F4 ] Change Priority. Use this function key to assign priority to a line or to

change a priority line to a nonpriority line.

The priority of a line determines its position among the calls waiting to be answered by an agent. Priority lines are answered first and are indicated by a “+“ in the Priority column of the Administer Lines and Line Groups screen.

Prompt: Action:

[ F5 ] Change Line ID. Use this function key to rename a line.

Prompt: Action:

CHANGE PRIORITY: Line ID:

Enter a line ID and press

CHANGE LINE ID: Old Line ID:

[ F8 ] (labeled “Enter Data”).

New Line ID:

1 In the first field, enter the line ID you want to change. 2 Type a new line ID (up to 5 letters or numbers). 3 Press

[ F6 ] Change Group ID. Use this function key to assign or change the ID for

[ F8 ] (labeled “Enter Data”).

a line group. The IDs help you identify the line groups on the status screens

and reports. A line group and a split can have the same ID. Prompt: Action:

CHANGE GROUP ID: Group Letter: _ New Group ID:

1 Enter a line group letter (A through D). 2 Enter a line ID (up to 5 letters or numbers). 3 Press

[ F8 ] (labeled “Enter Data”).

[ F8 ]

Admin Menu.

Menu screen.

Press this function key to return to the Administration

Administering Lines and Line Groups

4-27

Setting Options

After you have used CMS for a few days, you will have enough information to set several system options.

Initial settings are in effect for these options

until you define new values. The options are:

● Service Level Limit

● Abandoned Call Threshold

● Adible Alarm

● Delay Message Length

● Business Name

NOTE: You may want to enter new values for the delay message

length and the business name right away.

SERVICE LEVEL LIMIT

ABANDONED CALL THRESHOLD

The service level is a measure of how quickly your customers’ calls are answered. The service level is the percentage of calls that were connected to agents within a specified number of seconds (called the service level limit). For instance, during a particular hour your agents may answer 90% of the CMS calls within 20 seconds.

The initial value for the service level limit is 20 seconds. Since the length of time between the beginning of one ring and the beginning of the next is about 5 seconds, 20 seconds equals about four rings.

The service level is displayed on the System Status screen and is continually updated while CMS is managing calls. If the service level drops below an acceptable level, it may indicate the need to activate intraflow or to add more agents to a split.

The service level limit you choose depends on your particular business. The service level limit is measured from the time a call first rings until the call is connected to an agent. This can include answer delay time (if any), time connected to the voice announcement unit (if any), and time on hold (if any). You need to decide how quickly you want the majority of your calls answered.

One important function of CMS is tracking the number of abandoned calls, that is, the number of callers who hang up before they’ve been connected to

an agent. Occasionally an abandoned call gets transferred to an agent. When this happens, the agent answers the call and finds no one on the line.

4-28 Setting Options

The purpose of the abandoned versus incoming call threshold is to discriminate between those abandoned calls that are connected to agents and calls that are actually handled by the agents. Distinguishing serviced calls from abandoned ones gives a more accurate picture of the service level of

your system. To establish a realistic abandoned call threshold, you need to know how long

agents usually spend talking to callers.

If your agents usually spend at least 30 seconds talking to each customer, then you can assume that most calls that took less than 15 seconds were probably abandoned calls. However, if your agents often receive calls that take only a few seconds to handle, you will

want to set a low abandoned call threshold, and know that the possibility of mistaking an abandoned call for a “real” call, or vice versa will increase. The initial value for the abandoned call threshold is 10 seconds.

AUDIBLE ALARM

You can have your PC beep every time an exception message, a system message, or an error message appears.

An exception occurs when a service or performance threshold you set has been exceeded. Turning on the alarm is helpful since it will alert you to potential problems, should you not be looking at your PC screen.

Initially, the alarm is on.

DELAY MESSAGE LENGTH You can set the delay message length so that CMS can check for errors in the

delay message unit. The message length must be properly set for your call traffic because of its effect on the number of calls CMS cart manage within a

given period of time.

For this reason you will want to keep the message as

short as possible. When the message starts playing to a caller, a timer is started. If the message

has not ended within five seconds of the delay message length you specify on the options screen, the following warning message appears on your screen:

WARNING - Message Unit Problem. Check Message Length.

The initial value of the message length option is 10 seconds. Pressing

[ F5 ] (labeled “Set Options”) on the Administration Menu screen

selects the Set Options screen shown below.

Bon Voyage Travel ADMIN CMSIIR2

ll:08a 06/13

F Service 1 Level

Service Level

Abandoned vs.

Audible Alarm

Delay Message

Business Name

F Abandon F Alarm 2 Thresh

3 On/Off 4 Length

SET OPTIONS

Option Value

Limit

Incoming Call Threshold 2 sec

(On/Off)

Length

Bon Voyage Travel

F DelayMsg

F Business 5

Name

10 sec

Off

10 sec

F10 - Help

F Admin 8 Menu

Setting Options 4-29

zET OPTIONS

To set options, press the function key for the option you want to change.

[ F1 ] Service Level. The service level is the percentage of calls connected to

agents within a specified number of seconds (the service level limit). Prompt:

SERVICE LEVEL: Percent of Calls Answered within n seconds. n: _

Action: 1 Enter a number 1 through 999.

2 Press

[ F2 ] Abandon Thresh. Sometimes a call is transferred to an agent even

[ F8 ] (labeled “Enter Data”).

though the caller has disconnected (abandoned the call). This threshold sets the limit for the shortest amount of time that a call must be handled in order for it to be counted as processed call. Calls that do not last as long as the time specified are counted as abandoned, assuming the caller disconnected before the call reached the agent.

Prompt: Action:

[ F3 ] Alarm On/Off. You can choose to have your PC beep every time an

exception message, system message, or error message appears. Press

ABANDON THRESHOLD: Seconds: _

1 Enter a number 1 through 99. 2 Press

[ F8 ] (labeled “Enter Data”).

[ F3 ]

(labeled “Alarm On/Off”) to change the setting that appears in the Audible Alarm field on your screen.

In this field, On means the PC beeps, and Off

means the PC doesn’t beep. Initially, the alarm is on.

[ F4 ] DelayMsg Length. Each time you record a new delay message, you

should time the message and enter the number of seconds in this field. Prompt:

Action:

[ F5 ] Business Name. You can enter the name of your business (up to 20

SET DELAY MESSAGE LENGTH: Seconds:_

1 Enter a number 1 through 99. 2 Press

[ F8 ] (labeled “Enter Data”).

characters) in this field and it will appear on all CMS screens and reports. You can use both upper and lower case letters. The system does not, however, accept the space character. Use the underscore character (“_” ) to designate a space.

Prompt: Action:

[ F8 ] Admin Menu. Press [ F8 ] (labeled “Admin Menu”) to return to the

ENTER BUSINESS NAME

1 Enter a business name, maximum of 20 characters.

2 Press

[ F8 ] (labeled “Enter Data”).

Administration Menu screen.

4-30 Setting Options

Selecting Exceptions

An exception message indicates that a particular performance threshold has been reached or exceeded and an unusual or undesirable situation may be occurring. Exceptions allow you to customize performance goals for each split or line group. For instance, you may establish a threshold of 3 minutes as an acceptable talk time for one split and 4 minutes as an acceptable talk time for another split.

You may want to use CMS for a few days before you select your exceptions and set your exception thresholds. In the meantime, all exceptions are set to off .

When you turn on an exception, you receive an exception message on your PC screen whenever a threshold for that exception has been reached or exceeded. For instance, you may choose to receive an exception message when an agent has refused a call or when all the lines in a line group have been busy for a certain number of seconds. If you want your PC to beep when an exception occurs, turn on the audible alarm option described in

“Setting Captions.”

External lamps can also be used as alerts to visually notify agents when an exception is occurring.

Exceptions are an important management tool because they free you to do more productive work. your PC, you can administer exceptions to notify you when problems arise.

Instead of constantly monitoring system status on

Most businesses need only two or three exceptions. Using all the exceptions available or setting unrealistic exception thresholds merely gives you unusable or inappropriate data. for your business:

● In sales line groups, the exceptions that indicate the length of time all

lines are busy and the number of abandoned calls are important. When all lines are busy, potential customers may not be able to get through and may call a competitor. This means lost revenue for your business. Abandoned calls (instances where a caller hangs up before being connected to an agent) signal that there are callers who are tired of waiting for an agent and who might not call back— again, lost revenue.

The thresholds for these exceptions depend on the dollar value of each call versus the expense of an additional agent:

In businesses where each call generates high revenue (or where customer service directly affects sales), the thresholds should be set

low. Thus the exception messages can alert the supervisor before too

many calls are lost. In businesses where the revenue per call is low, it may not be

economical to have enough lines and agents to handle all calls. Exception thresholds could be set high.

● In a service business, agent productivity and cost per call may be

important concerns. In this situation, the length of time an agent spends

on a call (talk time) and in the after-call-work state may be the most

important exceptions to monitor.

Consider these points when choosing the exceptions

Selecting Exceptions 4-31

Instructions for Selecting Exceptions

Pressing [ F6 ] (labeled “Select Exceptns”) on the Administration Menu screen selects the Administer Exceptions screen shown below.

Bon Voyage Travel

Exception On/Off 1/A

AGENTS Talk Time >= xxx sec After Call Work >= xxx min Agent Logout ACW >= xxx min Refused Call Off

SPLITS # Abandon Calls >= xx # Calls Waiting >= xx Oldest Call Wait >= xxx sec Avg Speed Answer >= xxx sec

LINE GROUPS All Lines Busy >= xxx sec Line Hold Time >= xx min Line Hold Time <= xx sec

ALERTS Alert Line Button Numbers

F Agent 1

Exceptions

F Split 2

Exceptions

F Group 3 Exceptions

EXCEPTION SETTINGS

Off - Off - Off - -

Off Off Off Off

Off Off - Off - - - -

2/B

3/1 -/- -/- -/- -/10s/2 -/- -/12s/3

5s/4 -/- -/-

1: 29 2: 30 3: 31 4: 32

F Assign 4 Alert

ADMIN CMSI IR2

Split / Line Group

3/C

- -

-/-

- - - -

-/- -/- -/- -/-

4/D

-/-

- -

11:12a 06/13

- -

-/-

F10 - Help

Admin

8 Menu

Use this screen to turn exceptions on or off and set exception thresholds for each split or line group. From this screen you may assign line button numbers to external wall-mountable lamps to be used as external alerts. The external alerts can be associated with those exceptions that are displayed with the dividing slash (-/-). When assigned, the external alert lamp will light when the corresponding exception occurs.

Initially, all exceptions are set to Off and all thresholds are blank. Exceptions are divided into three types–agent, split, and line group. General

instructions for administering exceptions and assigning external alerts to them are listed below. After you familiarize yourself with the procedures, turn to the descriptions of the type of exceptions you want to administer.

ADMINISTER EXCEPTIONS To administer exceptions, do as follows:

Press the function key for the type of exceptions you want to administer—agents, splits, or groups.

A box appears around the corresponding area of the Exception Settings screen, and the function key labels change.

Press the function key for the exception you want to administer. For example, you could press

[ F1 ] (labeled “Talk Time”)on the Agent

Exceptions screen. If you decide not to administer that exception, press

Prompt”) to cancel the prompt. Type on in the ON/OFF field of the prompt to turn the exception

type off to turn the exception off.

[ F1 ] (labeled

“Cancel

on, or

4-32 Selecting Exceptions

Enter thresholds for splits or line groups. Keep these points in mind:

You do not need to enter a threshold for each split or line group. If you don’t want to enter a threshold for a particular split or line group, simply leave it blank. This feature allows you to turn on an exception for some splits or groups, but not all of them.

To delete a threshold value, type a hyphen (-) over the value you want to erase.

You may enter thresholds even if you turn off an exception, For example, you may want to turn on the talk time exception when call traffic is heavy. During slow periods, however, you might not care how long an agent talks to customers. You may want to turn off the talk time exception then, but still keep the thresholds.

Skip over fields that you don’t want to change.

Assign an alert number for an external alert at this point, if desired.

[ F8 ] (labeled “Enter Data”) after you make an entry in the last field.

Press

Press a different function key to administer another exception on that

screen.

[ F8 ] (labeled “Admin Exceptns”) to return to the Administer

Press

Exceptions screen when you finish administering exceptions.

Assigning External Alerts to Exceptions

External alerts are small incandescent lamps that are designed to be mounted on a wall in full view of the CMS supervisor and, possibly, the agents. They provide a visual alert by lighting up whenever an exception to which they are assigned is occurring.

These alerts, like most other equipment compatible with the MERLIN II

system, must be installed, connected to the appropriate ports in the MERLIN II system, and administered.

External alerts are connected to line jacks on the MERLIN II System control unit either directly or through building wiring. CMS will support up to four external wall-mountable visual alerts connected to one control unit. Each alert must be clearly marked as to whether it is alert number 1, 2, 3, or 4.

During MERLIN II system administration, the alerts must be assigned to lines that are not assigned to CMS. During CMS Administration, the alerts must be assigned to the line button numbers that correspond to the outside lines to which the alerts are connected.

IMPORTANT: The line ports for the external alerts must first be assigned during MERLIN II System administration at intercom 10 by the MERLIN II system Display Console. The line button numbers for the external alerts must correspond to those line ports and the alerts must be connected to those line ports.

If a line port is not properly associated with the alert you assign during CMS administration, the alert will not light up when an exception threshold has been met or exceeded.

Selecting Exceptions 4-33

External exception alerts provide a signal that alerts you to unusual or

undesirable situations affecting splits or line groups. For instance, the All

Lines Busy exception notifies you when all lines in a line group have been busy more than a certain number of seconds. An alert may be triggered for any or all of the following exceptions:

● Number of Calls Waiting

● Oldest Call Waiting

● Average Speed of Answer

● All Lines Busy

An alert can be assigned to one or more splits or groups for one or more of

these exceptions.

If a single external alert is assigned to more than one

exception, the alert will be activated as long as at least one exception is

triggered. Pressing

[ F4 ] (labeled “Assign Alert”) from the Exception Settings screen

selects the Exception Alerts prompt shown below.

Bon Voyage Travel

Exception AGENTS

Talk Time >= xxx sec

After Call Work >= xxx min Agent Logout ACW >= xxx min Refused Call

SPLITS # Abandon Calls >= xx # Calls Waiting >= xx Oldest Call Wait >= xxx sec Off Avg Speed Answer >= xxx sec

LINE GROUPS All Lines Busy >= xxx sec Line Hold Time >= xx min Line Hold Time <= xx sec

ALERTS Alert Line Button Numbers

ALERT LINE BUTTON NUMBER: 1: 29 2: 30 3: 31 4: 32

F Cancel 1 Prompt

EXCEPTION SETTINGS

On/Off

l/A

Off Off - Off Off

Off Off

Off

Off Off Off - - - -

1: 29 2: 30 3: 31 4: 32

2/B

- - - - -

- - - - - -

3/1

10s/2 l0s/3

5s/4 -/- -/-

- - - -

-/-

-/- -/-

F Previous 5 Field

ADMIN CMSIIRZ 11:29a 06/13

Split / Line Group

3/C

F Next 6 Field 8 Data

4/D

- - - -

-/- -/-

-/-

-/- -/-

-/-

F Enter

-/-

4-34 Selecting Exceptions

Notice the “Alert Line Button Number” prompt near the bottom of the Exceptions Setting screen. In this example, the first alert number field has been assigned to line button number 29. Whether an alert is assigned to one or more exceptions or to one or more lines or splits, an alert must be assigned to a line button in order to function.

CONDITIONS FOR ASSIGNING ALERTS

Generally, assigning alerts to line button numbers is the first step in administering alerts. An exception may have an alert assigned only under the

following conditions:

A line button number must be assigned to the alert number being used and it can only be assigned through CMS Administration (CMS is not managing calls).

The external alert itself must be assigned to a line button number before it can be assigned to an exception.

The alert number can be assigned to an exception while CMS is managing calls. However, the actual external alert cannot be assigned a line number while CMS is managing calls; that can only be done during administration.

The appropriate exception setting parameters to which the alert(s) will be assigned has been entered in the “SPLITS” and “LINE GROUPS” screen fields.

The exception threshold is set.

If you need more information on administering exceptions, see “Administer Exceptions” under the heading,

“Instructions for Selecting Exceptions,” earlier

in this section.

ASSIGNING EXTERNAL ALERTS TO LINE BUTTONS

To assign an external alert to an exception, follow these steps: 1 Press either

[ F5 ] (labeled “Previous Field”) or [ F6 ] (labeled “Next Field”) to

select the alert number field (1, 2, 3, or 4) to which you are assigning a line button number.

2 Enter the line number (1 through 32) in the appropriate alert number field.

You can enter a line number in each of the four alert number fields or enter a hyphen in any field that will not be used.

NOTE: Alerts cannot be marked unused if the alert has been assigned to an exception.

3 When you are finished assigning line button numbers (or entering

hyphens), press

[ F8 ] (labeled “Enter Data”) to enter the data.

The alert number to which the exception line button number has been

assigned is automatically posted in the appropriate fields when the Exceptions Settings screens are displayed. The following screen shows line button number 29 posted for the first alert number and the first alert number posted in the appropriate “SPLITS” field.

Selecting Exceptions 4-35

Bon Voyage Travel

Exception

AGENTS Talk Time >= xxx sec After Call Work >= xxx min Agent Logout ACW >= xxx min Refused Call

SPLITS #l Abandon Calls >= xx # Calls Waiting >= xx Oldest Call Wait >= xxx sec Avg Speed Answer >= xxx sec

LINE GROUPS All Lines Busy >= xxx sec

Line Hold Time >= xx min Line Hold Time <= xx sec

ALERTS

Alert Line Button Numbers

F Agent 1 Exceptns

F Split 2 Exceptns

NOTE: You must be sure that the alert is physically connected at the specified line port. No message can tell you that the alert is or isnot actually connected to the MERLIN II system control unit.

EXCEPTION SETTINGS

On/Off 1/A

Off Off -

Off -

Off

Off Off Off l0s/3

Off Off Off -

F Group 3 Exceptns 4 Alert

3/1

10s/2

5s/4

1: 29

F Assign

ADMIN CMSIIR2

Split / Line Group

2/B

2: 30

-/-

3/C

3: 31

-/-

4/D

-/-

4: 32

11:12a 06/13

-/-

F10 -

-/-

Help

F Admin 8 Menu

Changing or Removing Line Button Assignments

You shouldn't remove a line button assignment unless you are sure of the following:

The alert is not assigned to an exception, The alert number field shouldn't have a number assigned and instead

should have a hyphen.

remove a line button number from an alert, do as follows:

Press either

[ F5 ] (labeled “Previous Field”) or [ F6 ] (labeled “Next Field”) to

select the alert number field (1, 2, 3, or 4) from which you are removing a line button number.

Enter a hyphen in the appropriate alert number field. When you are finished, press

[ F8 ] (labeled “Enter Data”) to enter the data.

Changing a line button number assignment requires all the care you would undertake when initially assigning one—you must be sure that the all the conditions for assigning alerts have been met (see “Conditions for Assigning Alerts,” above). To change an alert line button number, do as follows:

1 Press either

[ F5 ] (labeled “Previous Field”) or [ F6 ] (labeled “Next Field”) to

select the alert number field (1, 2, 3, or 4) to which you are assigning a new line button number.

4-36 Selecting Exceptions

2 Enter the line number in the appropriate alert number field (1 through 32).

You can simply type over the previous line number.

3 When you are finished changing line button numbers, press [ F8 ] (labeled

“Enter Data”) to enter the data.

ASSIGNING EXCEPTIONS AND EXTERNAL ALERTS

simultaneously” You can assign some of the exception thresholds at the same time you assign external alerts to the exceptions. The prompts for Calls

SIMULTANEOUSLY Waiting, Oldest Call, Avg Speed Ans, and All Lines Busy provide two fields,

separated by a “/” character, for each split or line group. For example:

OLDEST CALL: ON/OFF?

(s/a)1:_/_2;_/_3;_/_4:_/_5:_/_6:_/_

To enter threshold values and assign alerts at the same time, proceed as follows :

1 For the first portion of the prompt (ON/OFF?), type ON or OFF to set the

threshold on or off.

[ F6 ] to keep the current value).

(Press

2 To activate an exception, enter a threshold value into the first field (left of

slash) for each split or group-either 1-999 seconds or 1-99 calls, depending on the exception type.

NOTE: If the threshold value is too low, the exception and alert will be triggered each time a call comes in for that split or group.

3 Enter a hyphen into each field where you do not want to activate an

exception.

4 To have that exception trigger an external alert, enter into the second field

(right of slash) for each split or group an alert number (1 - 4). NOTE: Alerts cannot be assigned if a threshold for that split or group has

not been set. Also, alerts cannot be assigned if a line button has not been assigned to the alert.

5 Enter a hyphen into each field where you are not assigning an external

alert.

6 After you have entered the desired exception thresholds and their

corresponding alert numbers, press

[ F8 ] (labeled “Enter Data”) to enter

the data into the system.

For more information on assigning thresholds and alerts, see the specific

agent, split, or line group procedures below.

Selecting Exceptions 4-37

Selecting Agent Exceptions

Agent exceptions allow you to monitor the activity of individual agents. You can use these exceptions to indicate reasonable expectations for call handling,

and to see where extra training is necessary. You can set different exception thresholds for each split to tailor the exception for the type of calls each split handles. For instance, some splits may need more after-call-work time than others.

Pressing

[ F1 ] (labeled “Agent Exceptns”) from the Administer Exceptions

screen selects the Agent Exceptions screen shown below. The box in the screen indicates the four agent exceptions: talk time, after call work, agent logged out, and refused calls.

Bon Voyage Travel

Exception

AGENTS Talk Time >= xxx sec After Call Work >= xxx min Agent Logout ACW >= xxx min Refused Call Off

# Abandon Calls >= xx # Calls Waiting >= xx Oldest Call Wait >= xxx sec Avg Speed Answer >= xxx sec Off 10s/3

LINE GROUPS All Lines Busy >= xxx sec Line Hold Time >= Line Hold Time <= xx sec Off - - - -

ALERTS Alert Line Button Numbers

F Talk 1 Time

F ACW 2

XX min Off - - - -

F Agent 3 Logout

EXCEPTION SETTINGS

On/Off 1/A

Off - - - - - Off - - - - - Off - - - - - -

Off - - - - - Off Off

Off

1: 29 2: 30 3: 31 4: 32

F Refused 4 Call

2/B

3/1 -/-

10s/2 -/- -/- -/-

5s/4 -/-

ADMIN CMSIIR2

Split / Line Group

3/C

-/-

4/D

11:12a 06/13

5 6

-/-

-/- -/-

-/-

-/- -/- -/-

-/-

F10 - Help

-/-

F Admin 8 Exceptns

ADMINISTER AGENT EXCEPTIONS

4-38 Selecting Exceptions

To administer an agent exception, follow these steps:

1 Press the function key for that exception and refer to the description and

instructions that follow this list. The exception message that appears when an exception threshold is reached or exceeded is also listed. An

example is

❈❈❈

Split X - Agent XXXXX - Talk Time > = XXX sec

2 Press a function key to administer another agent exception, or press [ F8 ]

(labeled “Admin Exceptns”) to return to the Administer Exceptions screen when you are finished.

[ F1 ] Talk Time. Talk time is the number of seconds an agent is connected to

a call. If you turn on this exception, CMS notifies you when an agent’s talk time meets or exceeds the threshold set for that split.

Prompt:

Action:

TALK TIME (seconds): ON/OFF?

5: 6:

Type on or off . Press [ F6 ] (labeled “Next Field”) to keep

Split 1:

the current value. Enter the number of seconds (1 through 999) for the

maximum talk time for each split. To leave the exception turned off for a split, enter a

hyphen.

Exception:

] ACW (After Call Work). The after-call-work state refers to the time

[ F2

❈❈❈

[ F8 ] (labeled “Enter Data”) after the last field.

Press

Split X - Agent XXXXX - Talk Time > = XXX sec

agents make themselves temporarily unavailable for calls. If you turn on this exception, CMS notifies you when an agent has been in the ACW state as long as or longer than the threshold set for that split.

Prompt:

ACW (minutes): ON/OFF?

Split 1:

Action: 1 Type on or off . Press [ F6 ] (labeled “Next Field”) to keep

the current value.

2 Enter a number of minutes (1 through 999) for each split.

To leave the exception turned off for a split, enter a hyphen.

3 Press

Exception:

] Agent Logout. If you turn on this exception, CMS puts agents in the

[ F3

❈❈❈

[ F8 ] (labeled “Enter Data”) after the last field.

Split X - Agent XXXXX - After Call Work > = XXX min

logged out state when they have remained in ACW state for the specified threshold.

Prompt:

AGENT OUT (minutes): ON/OFF?

Split 1:

Action: 1 Type on or off . Press [ F6 ] (labeled “Next Field”) to keep

the current value.

2 Enter a number of minutes (1 through 999) for each split.

To leave the exception turned off for a split, enter a hyphen.

[ F8 ] (labeled “Enter Data”) after the last field.

Split X - Agent XXXXX - Logged Out - ACW > = XXX minutes

Exception:

3 Press

❈❈❈

Selecting Exceptions

4-39

[ F4 ] Refused Call. If you turn on this exception, CMS notifies you whenever

an agent refuses a call.

Prompt: Action: 1 Type on or off.

Exception:

] Admin Exceptions.

[ F8

the Administer Exceptions screen.

Selecting Split Exceptions

Split exceptions alert you to unusual or undesirable situations affecting a whole split. waiting in a split meets or exceeds a threshold you set. Split exceptions can alert you to a need for more agents or faster call handling.

Pressing selects the Split Exceptions screen shown below. The box indicates the split

exceptions.

REFUSED CALLS: ON/OFF?

2 Press

❈❈❈

[ F8 ] (labeled “Enter Data”).

Split X - Agent XXXXX - Refused Call

[ F8 ] (labeled “Admin Exceptns” ) to return to

Press

For example, you can be notified when the number of calls

[ F2 ] (labeled “Split Exceptns”) from the Exception Settings screen

Bon Voyage Travel

Exception

AGENTS Talk Time >= xxx sec After Call Work >= xxx min Agent Logout ACW >= xxx min Refused Call

SPLITS # Abandon Calls >= xx # Calls Waiting >= xx Oldest Call Wait >= xxx sec Avg Speed Answer >= xxx sec

All Lines Busy >= xxx sec Line Hold Time >= Line Hold Time <= xx sec

ALERTS Alert Line Button Numbers

F Abandon 1 Calls 2 Waiting

F Calls

XX min

F Oldest 3 Call

EXCEPTION SETTINGS

On/Off 1/A

Off - - Off - - Off - - - - - Off

Off - - - - - Off Off Off

Off Off - - - Off - - - -

Avg

4 Speed

2/B 3/C

3/1 -/10s/2 -/- -/- -/- -/10s/3

5s/4 -/-

1: 29 2: 30 3: 31 4: 32

ADMIN CMSIIR2

Split / Line Group

-/-

-/- -/-

4/D

11:15a 06/13

5 6

- - -

-/-

F10 - Help

F Admin 8 Exceptns

-/-

4-40 Selecting Exceptions

ADMINISTER A SPLIT EXCEPTION

To administer a split exception, follow these steps:

1 Press the function key for that exception and refer to the description and

instructions that follow this list. The exception message that appears when an exception threshold is met or exceeded is also listed. A typical example is

❈❈❈

Split X - # Calls Waiting > = XX

If you need more detailed instructions on administering exceptions, see the information in “Administering Exceptions” under the heading,

“Instructions for Selecting Exceptions,” earlier in this section.

2 Press a function key to administer another split exception or press

[ F8 ]

(labeled “Admin Exceptns”) to return to the Administer Exceptions screen

when you are finished.

[ F1 ] Abandon Calls (Number of Abandoned Calls). When a caller hangs up

before speaking to an agent, the call is considered an abandoned call. If you turn on this exception, CMS notifies you whenever the number of abandoned calls in an hour reaches or exceeds the threshold you set.

Prompt:

# ABANDON CALLS: ON/OFF?

Split 1:

Action: 1 Type on or off to turn this exception on or off. Press

[ F6 ] (labeled “Next Field”) to keep the current value.

2 If you want to enter threshold values, enter a number 1

through 99 for each split. If you do not want to activate this exception for a particular split, type a hyphen.

3 Press

Exception:

] Calls Waiting (Number of Calls Waiting). The calls waiting exception

[ F2

[ F8 ] (labeled “Enter Data”) after the last field.

❈❈❈

Split X-

# Abandoned Calls > = XX

refers to the number of calls on hold and waiting to be connected to agents,

as well as calls in the main split that are eligible for intraflow to the secondary

split. If you turn on this exception, CMS notifies you when the number of calls waiting in a split meets or exceeds the threshold you set for that split. The maximum number of calls that can be waiting for a split is equal to the

number of lines assigned to that split.

You can assign an external alert to this

exception. Prompt:

# CALLS WAITING: ON/OFF?

5:_/_6:_/_

(#/a)1:_/_2:_/_3:_/_4:_/_

Action: 1 Type on or off . Press [ F6 ] (labeled “Next Field”) to keep

the current value.

2 If you want to enter threshold values, enter numbers

(before the slash) that are less than or equal to the number of lines assigned to each split (l-99). If you do not want to activate this exception for a particular split, type a hyphen.

Selecting Exceptions 4-41

3 If you wish to assign an alert to this exception, enter an

alert number in the field to the right of the slash. If not,

enter a hyphen.

4 Press [ F8 ] (labeled “Enter Data”) after the last field.

Exception:

] Oldest Call (Oldest Call Waiting). The oldest call is the call that has

[ F3

❈❈❈

Split X - # Calls Waiting > = XX

been waiting the longest (to be answered by an agent) in a split. If you turn on this exception, CMS notifies you when the number of seconds the oldest call has been waiting meets or exceeds the threshold you set. You can assign an external alert to this exception.

Prompt:

Action:

OLDEST CALL: ON/OFF?

5:_/_6:_/_

1 Type on or off . Press

(s/a)1:_/_2:_/_3:_/_4:_/_

[ F6 ] (labeled “Next Field”) to keep

the current value.

2 If you want to enter threshold values, enter a number of

seconds (1 through 999) for each split. If you do not want to activate this exception for a particular split, type a hyphen.

3 Assign an alert number or enter a hyphen in the field to

the right of the slash.

4 Press

Exception:

] Avg Speed (Average Speed of Answer). The average speed of answer is

[ F4

❈❈❈

[ F8 ] (labeled “Enter Data”) after the last field.

Split X - Oldest Call Waiting > = XXX sec

the average time it takes from the time a call rings until it is connected to an agent in a given split.

This includes the answer delay (the amount of time a call rings before CMS answers it), the time connected to the voice announcement unit, the time on hold, and the time it takes to transfer the call

to an agent. If you turn on this exception, CMS notifies you when the average speed of

answer in a split meets or exceeds the threshold you set. You can assign an external alert to this exception.

4-42 Selecting Exceptions

Prompt:

Action:

AVG SPEED ANS:ON/OFF?

5:_/_6:_/_

1 Type on or off . Press

(s/a)1:_/_2:_/_3:_/_4:_/_

[ F6 ] (labeled “Next Field”) to keep

the current value.

2 If you want to enter threshold values, enter, to the right of

the slash, a number of seconds (1 through 999) for each split. If you do not want to activate this exception for a particular split, type a hyphen.

3 To assign an alert number, enter the number in the field to

the left of the slash. If not, enter a hyphen.

4 Press

Exception:

] Admin Exceptions.

[ F8

❈❈❈

the Administer Exceptions screen.

Selecting Line Group Exceptions

Line group exceptions alert you to unusual or undesirable situations affecting lines or line groups. when all lines in a line group have been busy more than a certain number of seconds.

Pressing selects the Line Group Exceptions screen shown below. The box indicates the line group exceptions.

Bon Voyage Travel

Talk Time >= xxx sec After Call Work >= xxx min Agent Logout ACW >= xxx min Refused Call

# Abandon Calls >= xx # Calls Waiting >= xx Oldest Call Wait >= xxx sec Avg Speed Answer >= xxx sec

All Lines Busy >= xxx sec Off 5s/4 Line Hold Time >= xx min Line Hold Time <= xx sec Off

[ F3 ] (labeled “Group Exceptns”) from the Exception Settings screen

Exception AGENTS

SPLITS

LINE GROUPS

[ F8 ] (labeled “Enter Data”) after the last field.

Split X - Avg Speed Answer > = XXX seconds

[ F8 ] (labeled “Admin Exceptns”) to return to

Press

For instance, the all lines busy exception notifies you

EXCEPTION SETTINGS

On/Off l/A

Off Off Off

Off

Off Off

Off Off 12s/3

Off -

2/B

- - - - --

- - - - - -

3/1

10s/2

-/-

-/- -/-

-/-

- - - -

ADMIN CMSIIR2

Split / Line Group

3/C 4/D

-/-

-/- -/-

- - -

-/-

11:18a 06/13

-/-

ALERTS

Alert Line Button Numbers

F Lines F HoldTime F HoldTime 1 Busy

2 Maximum

3 Maximum

1: 29 2: 30 3: 31 4: 32

F10 - Help

F Admin 8 Exceptns

Selecting Exceptions 4-43

ADMINISTER A LINE GROUP EXCEPTION

To administer a line group exception, follow these steps:

1 Press the function key for that exception and refer to the description and

instructions that follow this list. The exception message that appears when each exception threshold is exceeded is also listed. A typical example is

❈❈❈

Group B - All Lines Busy > = XXX seconds

If you need more detailed instructions on administering exceptions, see the information in “Administer Exceptions” under the heading,

“Instructions for Selecting Exceptions,” earlier in this section.

2 Press a function key to administer another group exception, or press

[ F8 ]

to return to the Administration Menu.

[ F1 ] Lines Busy (All Lines Busy). The all lines busy exception refers to the

number of seconds all lines in a line group are busy. If you turn on this exception, CMS notifies you when the length of time all lines are busy meets or exceeds the threshold you set.

When all lines in a line group are busy,

incoming calls are blocked and callers receive a busy signal. Prompt:

Action:

ALL LINES BUSY: ON/OFF?

Type on or off . Press

(s/a)A:_/_B:_/_C:_/_D:_/_

[ F6 ] (labeled “Next Field”) to keep

the current value. If you want to enter threshold values, enter a number of

seconds (1 through 999) for each group. If you do not want to activate this exception for a particular group, type a hyphen.

Assign an alert number or enter a hyphen in the field to

the right of the slash.

[ F8 ] (labeled “Enter Data”) after the last field.

Press

❈❈❈

Exception:

] HoldTime Maximum (Maximum Line Holding Time). The line holding

[ F2

Group X - All Lines Busy > = XXX seconds

time refers to the number of seconds a line has been in use for a single call.

If you turn on this exception, the maximum line holding time exception

allows you to set an upper limit on the length of time a line is in use. CMS

notifies you when the length of time a line has been seized meets or exceeds

the threshold you set for its line group.

4-44 Selecting Exceptions

Prompt:

Action:

Exception:

MAXIMUM HOLDTIME (minutes): ON/OFF?

B: C: D:

[ F6 ] (labeled “Next Field”) to keep

1 Type on or off .

Press

Line Group A:

the current value.

2 If you want to enter threshold values, enter a number of

minutes (1 through 99) for each group. If you do not want to activate this exception for a particular group, type a hyphen.

3 Press

❈❈❈

[ F8 ] (labeled “Enter Data”) after the last field.

Group X - Line XXXXX Hold Time > = XX minutes

[ F3 ] Hold Time Minimum (Minimum Line Holding Time). The line holding

time refers to the number of seconds a line has been in use for a single call. If you turn on this exception, CMS notifies you when the length of time a line has been in use is less than the threshold you set. If the holding time of a line is consistently short, it may signal a line problem.

Prompt:

Action:

Exception:

[ F8 ]

the Administer Exceptions screen.

External Alert Checklist

SUMMARY CHECKLIST

The summary below provides a checklist for assigning external alerts to CMS.

MINIMUM HOLDTIME (seconds): ON/OFF?

B: C:

1 Type on or off to turn this exception on or off. Press

[ F6 ] (labeled “Next Field”) to keep the current value.

2 If you want to enter threshold values, enter a number of

seconds (1 through 99) for each group. If you do not want to activate this exception for a particular group, type a

hyphen.

3 Press

❈❈❈

Group X - Line XXXXX - Hold Time < = XX seconds

Admin Exceptions.

Line Group A:

[ F8 ] (labeled “Enter Data”) after the last field.

Press [ F8 ] (labeled “Admin Exceptns”) to return to

Line button numbers for the alerts are assigned to line ports on the

MERLIN II System control unit by the MERLIN II system administrator. External alerts are mounted on the wall and connected to the line ports

either directly or through building wiring. Each alert is clearly marked and identified as Alert #1, Alert #2, Alert #3,

and Alert #4.

NOTE: Each external alert has a corresponding line button number. In CMS, each external alert is represented by the number you have assigned to it in this step. In the step 5, the CMS administrator has to match the line button number to its corresponding alert number.

From the CMS Administration screen, the CMS administrator presses (labeled “Assign Alert” ) to display the Exception Alerts screen with the following prompt:

ALERT LINE BUTTON NUMBER: 1:_ 2:_ 3:_ 4:_

The CMS administrator matches the assigned line button numbers (1 through 32) to their corresponding alert numbers (1 through 4), and enters the data.

NOTE: CMS cannot be managing calls at this point.

[ F4 ]

Selecting Exceptions

4-45

6 The CMS administrator sets exception thresholds for various groups and

splits.

7 The CMS administrator assigns the alert numbers to any of the splits or

line groups for which thresholds are set and for which visual alerts are to light Up when the thresholds are met or exceeded.

NOTE: If all external alert wiring and administration procedures are

complete, alerts may be assigned to specific exceptions (from the

Exception Setting screen) while CMS is managing calls.

4-46 Selecting Exceptions

Backing Up Shift Configurations

If you routinely make a backup copy of your shift configurations, you will have a current version to use if you need to restore your system after a

problem. You should also copy the system tables at the same time you copy the shift

configurations. assignments CMS needs to interpret the shift configurations.

NOTE: If you plan to archive your historical data, you should copy

the system tables each time you make a change in your shift configurations. That way you will have the correct system tables to interpret each day’s historical data. system tables will fit on one floppy diskette.

The system tables contain the agent directory and line

Both the shift configurations and

COPY SHIFT

CONFIGURATIONS

To make a backup copy of your shift configurations and system tables, follow these steps:

1 Insert the diskette labeled “CMS Duplicate Copy” into disk drive A.

Instructions for making a duplicate copy are found in Section 3, “Your 6300 WGS and CMS.”

2 At the C> prompt, type the following commands to change to the

cmsmgmt directory (a directory within the CMS program) on the hard disk. Press

[ ↵ ↵ ] after each command. (If you just exited to MS-DOS

from the CMS program, you will be in the cms directory. Skip the first command below.)

C> cd cms C> cd cmsmgmt

3 To get into the cmsmgmt directory on the floppy diskette, type the

following commands, Press

C> a: A> cd ems A> cd cmsmgmt

[ ↵ ↵ ] After each command.

4 To copy all your shift configurations from the hard disk onto the floppy

diskette, type

copy c:shift .cms a:

❈

5 To copy the system tables onto the floppy diskette, type

copy c:systbls. cms a:

6 Remove the duplicate copy when the red light on disk drive A goes out. 7 Write the current date on a label and attach it to the duplicate. 8 To return to the cms directory on disk drive C, type these commands:

A> c: C> cd. .

Backing Up Shift Configurations

4-47

If you ever lose a shift configuration (for instance, if you clear a configuration by accident), copy the desired configuration (or all configurations) from the duplicate as follows:

1 Repeat steps 1 through 3 in the previous procedure.

2 To copy all your shift configurations from the duplicate onto the hard

disk, type

copy a:shift .cms c:

❈

To copy a single shift configuration from the duplicate, type

copy a:shiftX. cms c:

(Replace X with the number of the shift configuration.)

3 To copy the system tables from the duplicate copy onto the hard disk,

type

copy a:systbls.cms c:

4 Remove the duplicate when the red light on disk For more information on restoring CMS after system

“Troubleshooting.”

drive C goes out.

problems, see Section 9,

4-48 Backing Up Shift Configurations

Overview

You must complete several initial administration activities before you can manage calls with CMS. These activities, described in Section 4,

“Administering CMS,” involve identifying your CMS lines and agents and

building at least one shift configuration. activities, refer to Section 4 and return to this section after you build your shift configuration(s).

“Supervising CMS” describes the task of setting up your attendant console

and the following activities involved in the day-to-day operation of CMS:

The Administrator/Supervisor’s Responsibilities. Lists the primary CMS

activities of the administrator or shift supervisor.

The Attendant Console. Describes the three available consoles and what lines and features you should assign to the voice terminal buttons.

If you have not completed these

Startup Procedures.

collection and call management. Making Agents Available for CMS Calls. Describes how agents make

themselves available for CMS calls and how they can enter after-call-work state or logged out state.

Monitoring Call Management. Explains the status screens that give you current information on agent and split activity, call traffic, and system problems.

Dynamic Reconfiguration.

CMS is managing calls. are reassigning agents or turning on intraflow. This part also describes saving your dynamic reconfiguration changes, if you want, and selecting a different configuration for call management.

Selecting Day or Night Service. Describes changing CMS from Day Service mode (where a shift configuration is in use and CMS routes calls to agents) to Night Service mode (where CMS answers calls, connects them to a delay message, and disconnects the calls).

Day-to-Day Operation of CMS: An Example. Describes how the administrator at Bon Voyage Travel, a hypothetical business, interacts with CMS on a typical day. You may want to read this brief part first to

become more familiar with the types of activities involved in using CMS.

Figure 5-1 shows the screens you use to monitor call management and perform dynamic reconfiguration.

Describes turning on your PC and starting data

Describes changing a shift configuration while

Typical activities during dynamic reconfiguration

Overview 5-1

FIGURE 5-1 Map of the screens for call management.

CMS MAIN MENU

SPLITS

ADD

AGENT

REMOVE

AGENT

MOVE

AGENT

REPLACE

AGENT

NEW

AGENT

CHANGE

SPLIT

AGENT

The Administator/Supervisor's Responsibilities

The MERLIN II system administrator is responsible for establishing certain systemwide options and features, such as setting the system for square or pooled lines, assigning the lines that a voice terminal can access, or storing System Speed Dial codes in the MERLIN II system. In many systems the administrator may also be given the responsibilities of the CMS super-visor; in other systems the two roles will be assigned to different people. If the latter is the case, the MERLIN II system administrator and the CMS supervisor must work closely together in defining the needs of both the MERLIN II system and CMS and making decisions about how the MERLIN II system and CMS will work together.

The CMS shift supervisor has many responsibilities, all of which are described

in this manual. Typically, the role of the CMS supervisor involves:

Creating shift configurations of line groups and agent splits (See Section 4,

“Administering CMS.”)

Monitoring line status, split status, call traffic, and system problems during call management (See “Monitoring Call Management” and

“Dynamic Reconfiguration” in this section.)

Helping agents understand the MERLIN II system features that they to handle CMS calls (See Section 6, “Handling CMS Calls.”)

Generating reports (See Section 7, “Generating Reports.”) Using system status information and the Management Information System

(MIS) data in the CMS reports to maintain efficient call management and agent productivity (See Section 7, “Generating Reports,” for ongoing data collection; see Section 8, “Archiving Data,” for storing past CMS data. )

Troubleshooting (See Section 9, “Troubleshooting.”)

better understand the duties of the CMS supervisor, you may also find it helpful to read the description of the supervisor’s role at Bon Voyage Travel, a hypothetical business, and how he interacts with CMS, (See “A Typical

CMS Application” in Section 2, “Understanding CMS,” and “Day-to-Day Operation of CMS” in this section.)

use

The Administrator/Supervisor's Responsibilities 5-3

The Attendant Console

The system administrator should have set your MERLIN II system for a large system, that is, for a system with more than eight lines or more than 20 voice terminals. A accommodate a large system.

For CMS to work with the MERLIN II System with Feature Module 2, you must have a MERLIN II System Display Console. The display console (Figure 5-2) has Auto Intercom buttons on the right side of the console which can be used to represent up to 72 voice terminals. The buttons on the left side of the console are available to show the status of up to 56 lines. All lines and intercom numbers are assigned to buttons on the console automatically when the system is activated for the first time.

The display provides information that helps you handle calls and program your voice terminal more easily. You can also use the display to set an alarm, time calls, and check the time, day, and date.

The requirements for setting up your MERLIN II system display console are as follows:

● The console must be plugged in to one of the attendant jacks on the

MERLIN II system control unit. console to an attendant jack, see “Other Attendant Positions” under the heading “Complete the Master Planning Form” in Section 2 of the

MERLIN II Communications System with Feature Module 2 Installation and Administration Manual

S CMS supervisor, you therefore must have a console that will

For more information on connecting your

LINE BUTTONS

AUTO INTERCOM BUTTONS

● Your console also needs buttons for lines and the Auto Intercom feature.

If you need information on using the line buttons and the Auto Intercom feature, see the procedures described in Section 6, “Handling CMS Calls.”

● You may also want to use the Group Page feature.

Use a Voice Terminal Configuration Form to help you keep a record of your decisions for your voice terminal. See the MERLIN II Ccmmunications System Planning Guide for the Call Management System for instructions on how to fill out the forms.

On your console you need the following kinds of line buttons:

● One button for each line (not line group) assigned to CMS.

● Lines or line pools not associated with CMS for personal lines or for

outgoing calls, if applicable.

For additional information on line buttons, see the MERLIN II Communications

System Getting Started Guide for the Call Management System.

You should have an Auto Intercom button for each CMS agent so that you can contact any agent with the touch of a button. Also, use the lights next to the Auto Intercom buttons to see which agents are busy on calls and which are not.

5-4 The Attendant Console

Conversely, a CMS agent can have either a Manual Signaling button or an Auto Intercom button to contact you.

And, you can tell which agent is calling

because the light next to that agent’s Auto Intercom button on your voice terminal flashes rapidly, If the agent has a Manual Signaling button for you on his or her voice terminal, the agent and you should have a prearranged meaning for the signal, such as “Please pick up on this call. I need help.” You can determine which line the agent is on by using the CMS Split Status screens (see “Using the Split Status Screens” in this section) and pick up on

that line.

GROUP PAGE

Sometimes, it may be necessary for you to use the MERLIN II system Group Page feature to make group announcements to agents of a particular split or to all agents on duty. (In order to administer the Group Page feature, see the administration procedures for Group Page in the MERLIN II System Manual. )

A typical message might be that CMS is starting up for the day and the agents should touch their Available buttons to signal CMS that they are ready to receive calls. The agents will hear your voice through their voice terminal speakers.

However, the agents must not lift their handsets during the

announcement or the announcement is terminated.

NOTE: If you want to assign paging groups to buttons, you need one button for each paging group.

To use the Group Page feature to make a paging announcement, you can use the programmed button or you may choose to use a dial code, To program a Group Page button on your console for each paging group, follow the directions in “Programing a Voice Terminal” in Section 6, “Handling CMS

Calls.” Use the Group Page feature as follows:

Touch the Group Page button for the group you want to page.

When you hear a beep, lift your handset and make the announcement, (You hear a busy signal if all the voice terminals in the group are busy.)

Touch Intercom-Voice.

1 2

Lift your handset.

Dial the code for the group you want to page:

881 for group 1

882

883 884 885 886 887

group 2 group 3 group 4 group 5 group 6 group 7

The Attendant Console 5-5

4 When you hear a beep, speak into your handset. (You hear a busy signal

if all the voice terminals in the group are busy.)

NOTE: The above group page codes are default codes. If the

MERLIN II system has non-CMS activity, some codes may have

undergone flexible numbering.

If so, check the Master Planning Form

and the Group Page Planning Form to see what the new numbers are.

CMS does not operate properly with flexible numbering. If Group

Page will not work with the assigned flexible numbers; use the above

default codes. If Group Page doesn’t work with either the flexible numbers or the default codes, see your MERLIN II system administrator.

To program other MERLIN II system features onto your own or your agents’ voice terminals, such as Last Number Redial or Saved Number Redial, see the

entry for that feature in Section 2, “Reference” of the MERLIN II System

Manual.

5-6 The Attendant Console

FIGURE 5-2 The MERLIN II System Display Console.

❑

Message

❑

555-4372

❑

❑ ❑

555-5184

❑ ❑ ❑ ❑ ❑

❑

555-5062

❑

Intercom

❑ ❑

Voice

Intercom

❑

Ring

❑

Disconnect

❑

Speaker

❑

555-7183

❑

555-7182 555-1808 555-0917

❑

555-7181

❑

❑ ❑

555-1415

❑

555-1414

❑

Hold

❑ ❑ ❑

❑

555-1816

❑ ❑ ❑ ❑

❑

555-1818

❑ ❑

555-8515 Alert (CMS)

❑ ❑ ❑ ❑

555-8532 Alert (CMS)

❑ ❑

❑

555-8518

❑ ❑

555-8531

❑ ❑ ❑ ❑

555-0911

❑ ❑

555-0912

❑ ❑

555-0913

❑ ❑ ❑

555-0914

❑

555-0915

❑

❑ ❑

❑

❑ ❑

❑

❑ ❑

❑ ❑ ❑

555-0916

555-0918

❑ ❑

❑

Transfer

Shift 1

❑

11 51

❑

13 23 33 43

❑

15 55

❑

17 57

❑

18 28

❑

19 59

❑

Recall

❑

Shift 2

❑

20 30 60

21 31 41 61

22 62

63 24

25 65

26 66

27 67

68 29

700

❑

701

32 42

702

❑

703

❑

34 44

704

❑

35 45

❑

705

❑

706

❑

707

❑

708

❑

709

Conference

❑

Shift 3

Clock

❑

Functions

❑

712

713

❑

❑ 714

715

❑

❑ 716

717

❑

718

❑

719

Drop

❑

Message

Status

710

711

The Attendant Console 5-7

Startup Procedures

To activate CMS, follow these steps: 1 Turn on your PC.

If you use an AUTOEXEC.BAT file to automatically start the CMS program, the CMS Menu appears. creating an AUTOEXEC.BAT file, refer to “Starting up the CMS Program Automatically” in Section 3.)

Go to step 4. (For informatiom on

2 When the C> prompt appears, type cd cms and press 3 When C> prompt appears again, type cms and press

the CMS program. The CMS Main Menu, below, appears.

Bon Voyage Travel

CALL MANAGEMENT SYSTEM (CMS)

FOR THE MERLIN(r) II CS

MAIN MENU

F1 - Start Call Management

F4 - Administer CMS

(Agents, Lines, Configurations)

- Print Reports

Exit to DOS

F8 -

F Start F Admin F Print 1 Call Mgt

CMS

5 Reports

CMS CMSIIR2 2:03p 06/27

[ ↵ ↵ ] .

[ ↵ ↵ ] .This starts

F10 - Help

F Exit 8 to Dos

5-8 Startup Procedures

4 Press [ F1 ] (labeled “Start Call Mgt” ) to begin call management. If you

have not preselected a shift configuration, the Initialization screen (below) appears with a list of configurations and a prompt.

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DAY CMSIIR2 3:46p 06/02

INITIALIZATION IN PROGRESS ... SELECT CONFIGURATION

STORED SHIFT CONFIGURATIONS

1 - DAILY 2 - WEEKEND 3 - NIGHT 4 - EVENING 5 - UNUSED

6 - UNUSED

SELECT CONFIGURATION: Config #:

F Cancel 1 Prompt

F Previous 5 Field 6 Field

F Enter 8

Data

While this screen is displayed, CMS checks cable connections and CMS files and checks to see if sufficient file space exists to store data. (If you receive an error or warning message, turn to Section 9, “Troubleshooting,” for instructions).

5 At this point, enter the number of the configuration you want to use and

[ F8 ] (labeled “Enter Data”).

press

The screen clears except for the following message:

INITIALIZATION IN PROGRESS...PLEASE WAIT

Another series of system checks begins and the configurations complete their initialization.

6 When, after a successful system check, CMS is ready to begin call

management, the following screen appears.

Startup Procedures 5-9

Bon Voyage Travel

INITIALIZATION COMPLETE ... READY FOR INPUT

F Config 1 Screen 3 Status

F System

DAY CMSIIR2

F Reports 5

3:47p 06/02

F10 -

F Exit

8 Call Mgt

NOTE: You can choose to have a particular shift configuration begin automatically during system startup, CMS performs another series of system checks. For more information on activating a configuration automatically, refer to the Select Startup function in “Building or Editing Shift Configurations” in Section 4.

Help

When call management begins, all agents are automatically in the logged out state, To make themselves available, they have to touch the Available button on their voice terminals. This turns on the light next to the Available button and signals CMS that they are ready to receive calls.

If administered, the Auto ACW feature begins working after an agent receives his first call. Upon completion of the call, the agent is placed into ACW for the administered time and then returned to the Available state automatically.

7 Press the function key for the activity you want to perform next. For

information on moving the cursor in

prompts, entering data, and editing

data, see “Using Your PC with CMS” in Section 3. The function keys active on this screen are:

[ F1 ]

Config Screen.

Use this function key to select the Configuration

screen, which displays the current shift configuration, From this screen you can change the configuration while it is managing calls. For instance, you may want to replace an agent who is absent. For more information, see “Dynamic Reconfiguration, ” in this section.

[ F3 ]

System Status.

Use this function key to select the System Status screen, the “home” screen of the running CMS. It summarizes the activity in each agent split and line group. For information on interpreting this screen, see “Using the System Status Screen.”

5-10 Startup Procedures

[ 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 Section 7, “Generating Reports.”

[ F8 ] Exit Use this function key to stop call management. You are

prompted to confirm your request.

Your CMS stops answering 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 administer CMS, print reports, exit to MS-DOS, or start call management again.

Startup Procedures

5-11

Making Agents Available for CMS Calls

Since it is important that your CMS knows when an agent is available for CMS calls, agents must understand how to designate the work state they are in. In this way, your CMS can run efficiently and maintain accurate records.

AGENTS' VOICE TERMINAL BUTTON REQUIREMENTS

AGENTS' VOICE TERMINAL WORK STATES one of three alternate work states:

Each agent must have on his or her voice terminal both an Available button and an ACW button. For programming procedures, see Section 6, “Handling CMS Calls.”

Agents assigned to splits in an active configuration can place themselves in

Logged out state.

in the logged out state. available to take calls, and time spent in this state is not included in report statistics. It is also possible for agents to log themselves out. Agents are considered to be in the logged out state when the lights next to Available and ACW are off.

Available state. An agent is available for CMS calls when the light next to the Available button on the agent’s voice terminal is on.

after-call-work (ACW) state. When an agent is completing work related to CMS, such as filling out forms for a previous CMS call, the light next to the ACW button on the agent’s voice terminal must be on. As the CMS supervisor, you must decide how to define this work state for your business.

NOTE: An enhancement to the ACW state is the automatic after-call-work

(Auto ACW) state. The agent does not have to touch the voice terminal

buttons to determine work states, except to log out. This hands-free operation allows an agent the option of using a headset adapter. The after-call-work state occurs automatically upon completion of a call, and

stays in that state until the time administered for the auto ACW state has

passed (l-999 seconds). When the specified time has passed, the agent is

automatically available to receive the next incoming call for that line group. As the CMS administrator, you must determine the length of time

for the Auto ACW state.

In particular circumstances your CMS can place agents

When agents are logged out, they are not

For additional information about the Available state, see “Announcing Availability for CMS Calls,” in Section 6.

LOGGED OUT STATE

5-12 Making Agents Available for CMS Calls

When call management begins, all agents are automatically in the logged out

state. Use the MERLIN II system Loudspeaker Page or Group Page feature to tell your agents that call management has begun and they should make themselves available for calls. (For directions on using the paging features, see the MERLIN II System Manual.) At this time, those agents who are available for CMS calls can turn on the light next to the Available button at their voice terminals by touching Available.

NOTE: While CMS is in the Night Service mode, any agents on duty are in the Night state. Time spent in this state is not counted as time logged in for reporting purposes.

All agents are automatically placed in the logged out state when you stop managing calls with one shift configuration and begin managing calls with another. Individual agents are automatically placed in the logged out state in the following instances as well:

● When you add, move, or replace an agent

● When an agent has been in the after-call-work state for longer than the

Agent Logout exception threshold, if you have specified one

● When an agent refuses a call

You can use the Auto Intercom feature to tell agents when they are being moved to new splits and to let them know they should make themselves available for calls after you have moved them.

Agents can place themselves in the logged out state when they are not available for CMS calls and not doing work associated with CMS. Agents are logged out when the lights next to Available and ACW are off. This signals the system that the agent is not available for CMS calls. When the agent is available for CMS calls again, he or she can touch Available and the light next to that button goes on.

AVAILABLE STATE

AFTER-CALL-WORK STATE

When agents no longer need to be in the after-call-work or logged out state and are available again for CMS calls, they can announce their availability by turning on the light next to Available. When agents are not available for CMS calls, they can do one of the following:

● If they want to enter the logged out state, they can turn off the light next

to the Available button by touching Available.

● If they want to enter the after-call work state, they simply turn on the

light next to the ACW button by touching ACW. The light next to

Available automatically turns off.

An agent can announce unavailability when he or she is finishing paperwork connected with the previous CMS call by turning on the light next to ACW.

● When the agent has completed the after-call-work and is available for

CMS calls again, he or she should touch Available so that the light next to that button goes on.

If the light next to ACW is on, the light next to that

button goes off when the agent touches Available,

● If agents want to enter the logged out state, they can turn off the light

next to the ACW button by touching ACW.

Making Agents Available for CMS Calls

5-13

AUTOMATIC AFTER- An agent receiving a call from a line group with automatic ACW does not CALL-WORK STATE

have to touch the ACW button to announce unavailability upon completion of

a call. The agent has a set period of time that was administered for the agent’s line group for finishing paperwork connected with the previous CMS call. This hands-free operation allows an agent the option of using a headset adapter.

● When the specified time for the automatic ACW has passed, the light next

to the ACW button goes off and the light next to the Available button turns on. The agent is made available automatically for the next incoming call.

● If an agent is finished with the paperwork before the specified time has

elapsed, the agent can touch Available on the voice terminal, which turns on the light next to the button.

● To enter the logged out state, an agent can turn off the light next to the

ACW button by touching ACW,

SUPERVISORY

The supervisor can use the Split Status screens on the CMS PC to place agents in either the available, ACW, or logged out work status. See “Using the Split Status Screens” later in this section.

5-14 Making Agents Available for CMS Calls

Monitoring Call Management

Once you begin call management (as described earlier in “Startup

Procedures“), you can monitor activity in the line groups and splits through

the status screens. These 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. You can view a Split Status screen for each split.

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

messages and system problems and the time they occurred.

By monitoring the status screens, you can discover problems as they occur and correct them through dynamic reconfiguration. (See “Dynamic Reconfiguration.”)

To print a copy of any screen, press

[ ^ ] - [ Prt Sc ] while the screen is

displayed.

NOTE: If you see the message Don’tPrtSc on the ID line or Printer Not

Ready. Using Prt Sc Key will Halt CMS

on the error line, do

not

attempt to print a screen. If you attempt to print a screen while either of these messages is displayed, CMS will stop running,

If the printer is not ready, you can perform the following checks:

Make sure the printer is plugged in and turned on. The Ready light should be on.

Make sure there is paper in the printer and that it is aligned properly and not jammed.

Press the Form Feed button on the printer to make sure the paper feeds properly.

Turn to “Printer Problems” in Section 9, “Troubleshooting,” for more information about troubleshooting your printer.

Using the System Status Screen

The System Status screen, shown below, summarizes the activity in each line group and agent split. It is considered the “home” screen during call management. For an explanation of the data on this screen, see “Key to System Status Data.”

Monitoring Call Management

5-15

Bon Voyage Travel

SYSTEM STATUS

Line

Group A PUBLIC 0 4 1 3 B SPECL C CHART D CORP

LINE GROUP INFORMATION

Lines Split

Busy

Total Main Sec Flow

0 3 1 3 0 6 2 4 0 2 3 -

DAY CMSIIR2

On On On

Off

4:04p 06/02

Split ACD Avail ACW Out Oth Num Old Num Delay 1 PERS 00070000 2 CHART 3 CORP 4 SUPPT 5- 00000000 6-

F Day/ 1 Night

Agents

00070000 00030000 00020000

00000000

Set

2 Options 3 Exceptns

F Select

SPLIT INFORMATION

Waiting

F Events

Log

Abandon

F Line 5 Status

Intrflow Calls Handled

In Out Num AvgTalk ASA Levl

0s 0

0s 0 0s 0

0s 0 0s 0 0s 0

F Split 6 Status

00 00

0 0

0:00 0s 0% 0:00 0s 0% 0:00 0s 0% 0:00 0s 0:00 0s 0:00 0s 0%

F10 - Help

F Config 7 Screen

Serv

0% 0%

F System 8 Menu

So you can tell at a glance if CMS is operating efficiently, the System Status screen lists:

● The status of line groups such as the number of busy lines and the total

number of lines in the line group

● How splits are assigned to line groups and whether intraflow is active

● Status information on each split such as the number of agents on CMS

calls and the number of available agents

● The number of calls waiting for each split

● Important data collected since the beginning of the report hour such as the

number of calls handled and the service level

5-16 Monitoring Call Management

NOTE: The System Status screen shows an agent to be on an ACD call while the call is ringing at the agent’s voice terminal. The CMS supervisor should be aware that agents are not credited with an ACD

call until they actually pick up their handset to answer the call.

When CMS transfers a call to an agent, the call disappears from the group of calls waiting to be answered by an agent. If the call is refused, it reappears in the same group of waiting calls.

If the System Status screen indicates a problem that needs immediate correction, you can make that correction through dynamic reconfiguration. For more information, see “Dynamic Reconfiguration,”

You can also change the system from Day Service mode to Night Service mode using

[ F1 ] (labeled “Day/Night”) on the System Status screen. In Day

Service mode, CMS routes calls to agents. In Night Service mode, CMS connects incoming calls to the voice announcement unit and disconnects them when the announcement is over. For more information, see “Selecting Day or Night Service,”

later in this section.

To access another screen from the System Status screen, to change to Day or Night Service, or to exit call management, press the corresponding function key:

[ F1 ] Day/Night. Press this function key to change the system from Day

Service mode to Night Service mode or vice versa. For more information, see

“Selecting Day or Night Service,” later in this section.

[ F2 ] Set Options.

Use this function key to select the Set Options screen to change options such as the service level and the abandoned call threshold. For more information, refer to “Setting Options” in Section 4.

[ F3 ] Select Exceptns.

Use this function key to view the Exception Setting screen. That screen enables you to select different exceptions or change exception thresholds. For more information, see “Selecting Exceptions" in Section 4.

[ F4 ] Events Log. Press this function key to select the Events Log screen.

This screen displays the 19 most recent exceptions and system errors. For more information, see “Using the Events Log Screen,” later in this section.

[ F5 ] Line Status. Press this function key to select the Line Status screen.,

This screen displays information about every line and every line group. For

more information, see “Using the Line Status Screen,” later in this section.

[ F6 ] Split Status.

Press this function key to view a Split Status screen for a

particular split. (You are prompted for the split number.) The Split Status

screens give you a detailed picture of the activity in each split. For more

information, see “Using the Split Status Screen,” later in this section.

[ F7 ] Config Screen. Press this function key to select the Configuration

screen. From that screen you can begin dynamic reconfiguration of your system. This involves modifying the configuration that is currently managing calls. For more information, see “Dynamic Reconfiguration,” later in this section.

[ F8 ] System Menu.

Use this function key to get to the System Menu for performing dynamic reconfiguration, review system status, generate reports, and exit call management.

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 administer CMS print reports, exit to MS-DOS, or start call management again.

Monitoring Call Management

5-17

Key to System Status Data

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Split 1 PERS 2 CHART 3 C0RP 4 SUPPT

56-

F Day/ 1 Night

ACD Avail ACW Out Oth Num Old Num Delay

00070000 00070000

00030000

00020000 00000000 00000000

Set

2 Options

Agents

❍

F Select 3 Exceptns

LINE GROUP INFORMATION

Line

Group Busy A PUBLIC B SPECL C CHART D CORP

DAY CMSIIR2

SYSTEM STATUS

Lines

Total

0413

❍

0313 0624 023-

SPLIT INFORMATION

Waitng Abandon Intrflow Calls Handled

❍

F Events 4

Log

Splits

Main Sec Flow

❍

In Out Num AvgTalk ASA Levl

0s 0 0s 0

❍

0s 0 0s 0 0s 0 0s 0

F Line

5 Status

F Split 6 Status

On On Off

00 00 00 00 00 0:00 0s 0% 00 0:00 0s

F Config 7 Screen

4:04p 06/02

0:00 0s 0% 0:00 0

❍

0:00 0s 0% 0:00 0s

F10 - Help

F System 8 Menu

s 0%

The numbers in the following list are keyed to the circled numbers in the screen above.

❍

Serv

LINE GROUP INFORMATION

SPLIT INFORMATION

1 Number of busy lines and total number of lines 2 Main and secondary split assignments and intraflow status

Current Status of Agents and of Waiting Calls

3 Number of agents on ACD calls; available to take calls; in the after-call-

work, logged out, or night state (”Out”); or on other than ACD (”Oth” ) calls

4 Number of calls now waiting and length of time the oldest call has been

waiting

Record of Calls Received during Current How’

5 Number of abandoned calls and average length of time these calls spent in

system

6 Number of calls intraflowed into and out of each split 7 Number of ACD calls handled, average talk time, and average speed of

answer

8 Service level (percentage of calls answered within your service level limit)

5-18 Monitoring Call Management

Using the Split Status Screens

With the Split Status screens, you can get a detailed picture of the activities of each agent in each split. For instance, you can see how many calls each agent has answered and the average time an agent spends on a call.

The same data are collected for each split. Each Split Status screen contains

one split’s data. screen prompts you to enter the split number for the Split Status screen you want to see. A typical Split Status screen appears below.

Pressing

[ F6 ] (labeled “Split Status”) from any other status

Bon Voyage Travel

Pos ID 16 TOM 17 CLIFF 19 ERNIE

21 DEB 23 BOB 24 SHERM

25 WALT

Spl 1:0 Avail/ 7 Tot 0 0:00 0:00 0 0 0 0:00

F Change 1 Agt Stat

Status LoggedOut 0 LoggedOut 0 0:00 LoggedOut 0 0:00 0:00 0 0 0 LoggedOut 0

LoggedOut 0 LoggedOut 0 0:00 LoggedOut 0

Num AvgTlk AvgACW Xfr Rfusd Num AvgTlk

SPLIT STATUS INFORMATION

SPLIT 1: PERS

ACD Calls

0:00 0:00 0 0

0:00 0 0 0 0:00

0:00 0:00 0 0 0 0:00

0:00 0 0 0 0:00 0:00 0 0

0:00

0:00 0 0 0 0:00

Log

F Line 5 Status

F Events

DAY CMSIIR2

Other

0 0:00

0:00 0:00

0 0:00

F Split 6 Status

4:03p 06/02

SPLIT STATUS

Split 1 PERS 2 CHART 3 CORP 4 SUPPT

5 6 -

Grp Main Sec Flow

A 1 3 On

B 1 3 On C 2 4 On D3- Off

F Config 7 Screen

Waiting

Num Old

0 0s 0 0s 0 0s 0 0s

0 0 0s

CALL FLOW

Splits Intra

F10 -

F System 8 Status

Help

The left section of the screen describes the activities of each agent in a particular split and summarizes the activity in the entire split. The right side of the screen keeps you in touch with the system as a whole by summarizing calls waiting for all splits and intraflow assignments. For an explanation of each type of data on this screen, see “Key to Split Status Data.”

If a Split Status screen indicates a problem that needs immediate correction, you can do so through dynamic reconfiguration. For more information, see

“Dynamic Reconfiguration,” later in this section.

To select another screen or perform a function from the Split Status screen, press the corresponding function key:

[ F1 ] Change Press this function key to change an agent’s work status

(Supervisory Login/Logout feature). When the function key is pressed, the following prompt appears:

CHANGE AGENT STATUS: AGENT ID:

NEW STATUS (AVAIL/ACW/OUT):

Enter the agent ID in the AGENT ID field and the desired status in the NEW STATUS field, then press

[ F8 ] to enter the data.

The agent’s work state (under the “Status” column) will change from its previous status to the new status.

The supervisor can change an agent’s

work state at any time in an active split.

Monitoring Call Management

5-19

Error messages are displayed if an agent is already in the status entered, or if

an ID is entered for an agent that is not in the split, or if either of the prompt

fields is left blank. If an ACD call is in progress when the supervisor initiates

the change, the new status takes effect upon completion of the call, and a

message to that effect is displayed.

NOTE: This feature is not in effect when CMS is in Night Service. When in Night Service, CMS does not display the F1 function key in the Split Status screen.

[ F3 ] Next Page/Previous Page.

Press this function key to toggle between the pages of the “SPLIT STATUS INFORMATION” screen when there are more than 14 agents in a split.

If you are on the first page of the screen, Next Page is presented at the bottom of the screen. If you are on the second page of the screen, Previous Page is presented at the bottom of the screen.

[ F4 ] Events Log. Press this function key to select the Events Log screen. It

lists the 19 most recent exceptions and system errors. For more information, see “Using the Events Log Screen,” later in this section.

[ F5 ]

Line Status.

Press this function key to select the Line Status screen. It displays information about every line and every line group. For more information, see “Using the Line Status Screen,” later in this section.

[ F6 ] Split Status. Press this function key to view another Split Status screen.

You are prompted to enter a split number.

[ F7 ] Config Screen. Press this function key to select the Configuration

screen. From that screen you can begin dynamic reconfiguration of your system. For more information, see “Dynamic Reconfiguration,” later in this section.

[ F8 ] System Status. Press this function key to select the System Status

screen, It summarizes the activity in each split and line group. For more information, see “Using the System Status Screen,” earlier in this section.

5-20 Monitoring Call Management

Key to Split Status Data

Bon Voyage Travel

❍

Pos ID 16 TOM 17 CLIFF 19 ERNIE

21 DEB 23 BOB 24 SHERM 25 WALT

Spl 1:0 Avail/ 7 Tot

F Change 1 Agt Stat

❍

Status

LoggedOut 0 LoggedOut 0

LoggedOut 0 LoggedOut 0 LoggedOut 0 LoggedOut 0 LoggedOut 0 0:00

❍

SPLIT STATUS INFORMATION

SPLIT 1: PERS

Num AvgTlk AvgACW Xfr Rfusd Num AvgTlk

0 0:00

0:00

❍

0:00 0:00 0:00

0:00 0:00

0:00

❍

ACD Calls

0:00 0:00

0:00 0 0 0 0:00

0:00 0

F Events 4

Log

0 0 0

❍

0 0 0 0 0 0

0:00 0 0 0 0:00 0:00 0 0

0:00 0 0 0

0 0

❍

F Line F Split F Config

5 Status

DAY CMSIIR2

Other

0:00

❍

0:00 0:00

0:00

❍

6 Status

1 PERS 2 CHART 3 CORP 4 SUPPT 56-

7 Screen

4:03p 06/02

SPLIT STATUS

Split

Grp Main Sec FIow

A 1 3 On B 1 3 On C 2 4 On D3 - Off

Waiting

Num Old

0 0 0

0 0

CALL FLOW

Splits Intra

F10 - Help

F System 8 Status

The numbers in the following list are keyed to the circled numbers in the screen above.

❍

0s 0s

AGENT STATUS

Individual Agents

1 Position number (MERLIN II system intercom number) and ID of agent 2 Current status, i.e., busy with ACD call, (including ID of line that agent is

using), available to take call (”Avail”), in after-call-work state (”ACWork”), in logged out state (”LoggedOut”), in night state (” Night”), or on an other than ACD (”OtherCall”) call

3 Number of ACD calls answered during this hour, average talk time per

call, and average length of time spent in the after-call-work state

4 Number of ACD calls transferrd by the agent and calls refused during

this hour

5 Number of “Other” (not ACD) calls and average talk time per call during

this hour

Agent Summary Line

6 Number of agents currently available out of total number of agents active

in split

7 Total number of calls answered during this hour, average talk time per

call, and average time spent in the after-call-work state

8 Total number of ACD calls transferred by agents in the split and calls

refused during this hour

9 Total number of other than CMS calls during this hour and average talk

time per call

Monitoring Call Management

5-21

SPLIT STATUS

10 Number of calls waiting in each split and length of time the oldest call has

been waiting

CALL FLOW

11 Main and secondary split assignments and intraflow status

Using the Line Status Screen

The Line Status screen, shown below, summarizes the activity for each line in each line group. Pressing

screen selects the Line Status screen.

Bon Voyage Travel

Grp Line

A 1816

A 0 Busy/4 Total

B 8532

B 0 Busy/3 Total

C 0911 Idle 0 0m

P Stat Num HoldT Grp Line P Stat Num HoldT

1808 1818

8515

8518 8531

0912 Idle 0 0m B 1 3 On 0913 Idle 0 0m C 2 4 On 0914 0915 0916

[ F5 ] (labeled “Line Status”) from any other status

LINE STATUS

Calls

Idle 0 0m Idle 0 0m 1 PERS 0 0s Idle 0 0m Idle 0 0m 0918 Idle 0 0m

0 Calls

Idle 0 0m Idle 0 0m Idle 0 0m

0 Calls

Idle 0 0m Idle 0 0m Idle 0 0m

C 0 Busy/6 Total

D 0917

D 0 Busy/2 Total

Idle 0 0m

DAY CMSIIR2

Calls

0 Calls

2 CHART 0 0s 3 CORP 0 0s 4 SUPPT 0 0s 56-

Grp Main Sec Flow

4:02p 06/02

SPLIT STATUS

Waiting

Split

A 1 3 On

D3 - Off

Num Old

0 0s 0

CALL FLOW

Splits Intra

5-22 Monitoring Call Management

Change

1 Priority

F Events 4

Log

F Split 6 Status 7 Screen

F Config

F10 - Help

F System 8 Status

The left section of the Line Status screen summarizes the activity for each line and line group. The right side of the screen keeps you in touch with the system as a whole by summarizing calls waiting for all splits and call flow assignments. (For an explanation of the data on this screen, see “Key to Line Status Data.”

If the Line Status screen indicates a problem that needs immediate correction, you can do so through dynamic reconfiguration. (For more information, see

“Dynamic Reconfiguration,”

later in this section.) You can also change the priority of a line from this screen. Calls on priority lines are answered before calls on nonpriority lines.

To change a line’s priority or select another screen, press the corresponding function key:

[ F1 ] Change Priority. Use this function key to change a line from a priority

line to a nonpriority line, or vice versa.

The priority of a line determines its

position among the calls waiting to be answered by an agent. Priority lines are answered first and are indicated by a “+“ in the P (priority) column of the Line Status screen.

After you press

[ F1 ] (labeled “Change Priority”), the following prompt

appears. Prompt:

Action:

CHANGE PRIORITY: Line ID:

Enter a line ID to change the priority of that line. Press

[ F8 ]

(labeled “Enter Data”).

[ F4 ] Events Log. Press this function key to select the Events Log screen. It

displays the 19 most recent exceptions and system errors. For more

information, see “Using the Events Log Screen,” later in this section.

[ F6 ] Split Status. Press this function key to view a Split Status screen for a

particular split. (You are prompted to enter a split number.) The Split Status screens summarize the activity in each split. For more information, see

“Using the Split Status Screens,” earlier in this section.

[ F7 ] Config Screen. Press this function key to select the Configuration

screen. From that screen you can begin dynamic reconfiguration of your system. Reconfiguration, ”

[ F8 ] System Status. Press this function key to select the System Status

For more information and instructions, see “Dynamic

later in this section.

screen. It summarizes the activity in each split and line group. For more information, see “Using the System Status Screen,” earlier in this section.

Monitoring Call Management

5-23

AT&T 999-501-149 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

How to Use the CMS Documents

CMS USER’S CARD

CMS SYSTEM MANUAL

What’s in This Manual

Documentation Conventions

Overview

Key Concepts

A Typical CMS Application

BON VOYAGE TRAVEL’S OTHER CALL TRAFFIC

Key Facts and Considerations

SYSTEM CONSIDERATIONS

SUPERVISOR’S CONSOLE AND AGENT VOICE TERMINALS

LINE ASSIGNMENTS

STATION ASSIGNMENTS

LINE GROUP AND AGENT SPLIT CONSIDERATIONS

EXTERNAL ALERTS

Overview

Duplicating the CMS Diskette Duplicate

Installing the CMS Software

INSTALLING THE SOFTWARE

Starting the CMS Program Automatically

Setting the Time and Date

SET THE DATE

SET THE TIME

Using Your PC with CMS

SCREEN FORMATS

Entering and Editing Data

ENTERING DATA AT PROMPTS

MOVING THE CURSOR

ENTERING DATA

EDITING DATA

USING THE HELP SCREENS

Overview

Getting Started

Building or Editing Shift Configurations

USE THE STORED SHIFT CONFIGURATIONS SCREEN

Editing a Shift Configuration

BUILD OR EDIT A SHIFT CONFIGURATION

Administering Splits

ADMINISTER SPLITS To administer splits, press the function key for the activity you want to

Administering Line Group Options

ANSWER DELAY

FORCE DELAY

Administering Call Flow

HOW INTRAFLOW WORKS This example assumes there are main and secondary splits assigned to the

ADMINISTER CALL FLOW OR ALL-RING OPERATION

Clearing a Configuration

Returning to Other Screens

Saving an Edited (Changed) Configuration

Renaming a Shift Configuration

Selecting a Startup Configuration

Assigning Agent IDs

USING THE AGENT DIRECTORY SCREEN

Administering Lines and Line Groups

ADMINISTER LINES AND GROUPS

Setting Options

SERVICE LEVEL LIMIT

ABANDONED CALL THRESHOLD

AUDIBLE ALARM

DELAY MESSAGE LENGTH You can set the delay message length so that CMS can check for errors in the

Selecting Exceptions

Instructions for Selecting Exceptions

ADMINISTER EXCEPTIONS To administer exceptions, do as follows:

Assigning External Alerts to Exceptions

CONDITIONS FOR ASSIGNING ALERTS

ASSIGNING EXTERNAL ALERTS TO LINE BUTTONS

Selecting Agent Exceptions

ADMINISTER AGENT EXCEPTIONS

Selecting Split Exceptions

ADMINISTER A SPLIT EXCEPTION

Selecting Line Group Exceptions

ADMINISTER A LINE GROUP EXCEPTION

External Alert Checklist

SUMMARY CHECKLIST

Backing Up Shift Configurations

Overview