AT&T MERLIN II Feature Module 2 Instrukcja Użytkownika

AT&T999-501-149MERLIN ® lICOMMUNICATIONS SYSTEMFeature Module 2Call Management SystemSystem Manual

When call management begins for a shift, the agents in the shift configurationare in the logged out state.CMS neither sends calls to nor keeps statist

To change a line’s priority or select another screen, press the correspondingfunction key:[ F1 ] Change Priority. Use this function key to change a l

Key to Line Status DataCALL FLOWLINE STATUSBon Voyage TravelDAY CMSIIR24:02p 06/02LINE STATUS❍1❍Calls2CallsSPLIT STATUSGrp Line P Stat Num HoldTGrp Li

Using the Events Log ScreenThe Events Log screen displays the last 19 exceptions and system problemswith the time and date they occurred. Exception me

[ F7 ] Config Screen.Press this function key to select the Configurationscreen. From that screen you can begin dynamic reconfiguration of yoursystem.

Dynamic ReconfigurationOnce you activate a shift configuration (as described earlier in “StartupProcedures”), you can modify it through dynamic reconf

From the configuration screen you can perform three types of reconfiguration(described below) or select other screens.● Reconfigure Splits. Through

[ F7 ] Config List. Press this function key to select the Stored ShiftConfigurations screen.From this screen you can activate a differentconfiguration

Action:1 Enter an agent’s ID.2 Enter the agent’s position number (a MERLIN II system 2-digitintercom number).3 Enter a split number (1 through 6

[ F5 ] New Agent. Use this function key to add a new agent (one who is notlisted in the Agent Directory) to the current configuration. Agents addedusi

Think of answer delay as a trade-off between the time a customer spendslistening to ringing and the time the customer spends on hold. You can use adif

If no agent is available, CMS waits a certain number of seconds, thenanswers the call and connects it to a delay message. The length of timeCMS waits

To change answer delay for any line group, press [ F1 ] (labeled “AnswerDelay”) and the following screen with the answer delay prompt appears:Bon Voya

AGENT SPLITSLINE GROUP OPTIONSCALL FLOWAGENT SPLITSLINE GROUP OPTIONSFORCE DELAYBon Voyage TravelDAY CMSIIR23:58p 06/02AgentSplitPos ID1 PERS16 TOM17

ExamplePressing [ F2 ] (labeled “Line Groups”) from the Configuration screen selectsthe line group function.A box appears around the line group area o

To change force delay for any line group, respond to the prompt:Prompt:Force Delay: Group Letter:_Action: 1 Enter a group letter.2 Press [ F8 ] (l

AUTOMATIC ACWThe automatic ACW option controls the length of after-call-work time, from Oto 999 seconds. If 0 time is designated for a line group, the

To change Auto ACW for any line group, press [ F3 ] (labeled “Auto ACW”)and the following screen with the Auto ACW prompt appears:Bon Voyage TravelDAY

Bon Voyage TravelDAY CMSIIR24:15p 06/02AGENT SPLITSLINE GROUP OPTIONSAgentSplitPos ID1 PERS 16 TOM17 CLIFF19 ERNIE21 DEB23 BOB24 SHERM25 WALT2 CHART27

Configuration screen, except a box appears around the Call Flow area and thefunction key labels change.Bon Voyage TravelDAY CMSIIR23:59p 06/02AGENT SP

[ F3 ] Set Thresh (Set Intraflow Threshold). Use this function key to changethe intraflow threshold for a split. This threshold is based on the number

Using the Stored Shift Configurations ScreenThe Stored Shift Configurations screen, shown below, is very similar duringcall management and administrat

A Typical CMS Application❍PersonalTravelSplit❍SupportSplit❍CharterTravelSplit❍CorporateTravelSplitThe following example shows how Bon Voyage Travel Ag

If you are changing from one shift configuration to another, calls are handledas follows during the change:● If you have made changes during dynamic

[ F3 ] Rename Config. Use this function key to name or rename aconfiguration. Configuration names can be up to 10 letters, numbers, orspecial charact

Selecting Day or Night ServiceCMS provides two modes of call management: Day Service and NightService. During Day Service, one of your shift configura

3 If you typed y to change mode, the prompt line reads:change to Day Message and Press Any Key to Start Day Service.When the prompt appears, the sy

Day-to-Day Operation of CMSYour day-to-day interaction with CMS primarily involves monitoring systemstatus during call management and using dynamic re

The Events Log Report lists many occurrences of the all lines busy exception,which signifies that many people hear a busy signal when they call. Pat c

OverviewWhen a call comes into CMS, the system looks for an available agent in themain split assigned to the line group for the call. If agents are av

The MERLIN II System Voice TerminalThe MERLIN II system voice terminal provides the user with basic telephonefunctions, such as Transfer and Hold. How

FIGURE 6-1 The BIS-10 Voice Terminal.AT&TBIS-10❑❑Pool 893Pat Payne❑❑❑❑Trans toPool 9❑❑Personal❑❑Pool 9ACW❑❑❑Intercom❑Available❑Voice❑❑ ❑Intercom55

The Digital Voice TerminalYour agents may use a 7406 digital voice terminal. The 7406 voice terminalhas three columns of buttons. (See Figure 6-2.) Th

BON VOYAGE TRAVEL’SOTHER CALL TRAFFICThe Personal Travel split handles calls from customers wanting to plan andbook their personal vacations.There ar

Selecting a Voice Terminal for Your AgentsLINE BUTTONSYour agents’ voice terminals may need the following types of buttons:● Line and/or line pool b

Each CMS line group should be assigned to a separate line pool in order toprevent people not working with CMS from placing or receiving calls onthose

●An Auto Intercom button for another split. Splits that need to transfercalls to other splits may want an Auto Intercom button for the intercomnumbers

ALL-RING OPERATIONIf agents in a split are frequently away from their voice terminals (forinstance, in a warehouse), you can set Up All-Ring operation

Programming a Voice TerminalThe MERLIN II system voice terminals come with fixed features agents canuse immediately. They must also add features to th

ProgrammingFeature namecodeNotesAvailable✱301Use a button withlightsACW✱302Use a button withlightsAuto Intercom✱91 + intercomIf possible, use anumberb

Announcing Availability for CMS CallsTHE AVAILABLE ANDACW BUTTONSDuring call management, agents assigned to splits in an active configurationcan place

ANNOUNCINGWhen call management begins, all agents are automatically placed in theAVAILABILITYlogged out state. The agent must indicate when he or she

SUPERVISORYLOGIN/LOGOUTIf administered, the Auto ACW feature begins working after an agent receiveshis or her first call. Upon completion of the call,

Using MERLIN II System Features with CMSANSWERINGWith a MERLIN II system voice terminal an agent can easily place and answerboth outside and intercom

CMS AND OTHERBUSINESSESAgents and nonagents use lines not assigned to CMS for all outgoing calls andnonrevenue producing incoming calls. Because this

LightsLine statusRed light steadyThis is either the line you are nowusing or the line you will get whenyou lift your handset.Green light steady This i

CONFERENCING A CALLUSING THE MANUALSIGNALING AND AUTOINTERCOM FEATURESIf there is someone whom the agent often needs to call (for example, whenthe age

need help.”An agent can also use the Manual Signaling button for placingan intercom call.If an agent programs this feature on a button with lights, th

3 When the other person answers, the agent can lift the handset.To place an announced intercom call with an Auto Intercom button:1 If the red lig

Transferring Calls with Voice AnnouncementAn agent can announce a call before transferring it by following thisprocedure:1 Touch Transfer.2 Touch

TYPES OF RINGINGSOUNDSPROGRAMMINGPERSONALIZEDPickup button. (For information about how to program a Call Pickup button,see “Programming a Voice Termin

RINGING OPTIONSFor a digital voice terminal,1 Touch Shift.2 Touch Select Ring.You hear the voice terminal’s current ring.3 Touch Select Ring

OverviewCMS provides a wealth of Management Information System (MIS) datathrough both on-line and historical reports. They can help you manage yourres

Types of CMS ReportsThe CMS reports are described individually in this order:Daily Agent Split SummaryCumulative Agent Split SummaryDaily Split Report

Agent Split SummaryDAILY AGENT SPLITThis report provides summary data on each agent in a given split. CMSSUMMARY provides an Agent Split Summary for e

Key Facts and ConsiderationsKey facts and considerations concerning proper CMS installation,administration, and operation are emphasized throughout th

DAILY ACD CALLSOTHER DAILY CALLSADDITIONAL DATANum ACD Calls. The number of calls each agent handled while loggedinto that split. The number includes

CUMULATIVE AGENTA Cumulative Agent Split Summary report can be generated for any pastSPLIT SUMMARYconsecutive period from 2 to 93 days. The informatio

A typical Daily Split Report appears below.TIMEACD CALLSBon Voyage TravelDAILY SPLIT REPORTSPLIT 2: CHARTPeriod: 06/10/88ACD CALLSOTHER CALLSAvg

OTHER CALLSADDITIONAL DATA FORDAILY CALLSCUMULATIVE SPLITREPORT BY DAY● Avg Talk Time. The average amount of time agents spent connected toeach AC

A typical Cumulative Split Report By Day appears below:CUMULATIVE SPLITREPORT BY HOURBon Voyage TravelCUMULATIVE SPLIT REPORT BY DAYSPLIT 2: CHARTPeri

A typical Cumulative Split Report by Hour appears below.Bon Voyage TravelCUMULATIVE SPLIT REPORT BY HOURSPLIT 2: CHARTPeriod:07/11/88 - 07/14/88ACD CA

Line Group ReportDAILY LINE GROUPThis report gives hour-by-hour data for a given line group. It includes dataREPORTfor every hour that CMS is in Day S

The column descriptions for the above report are as follows:TIMEACD CALLSCALLSOTHER CALLS● Time. The beginning of the hour in which data were colle

ADDITIONAL DATA FOR● % All Lines Busy. The percentage of time in each hour that all lines in theDAILY CALLSgroup were simultaneously busy.● Busi

CUMULATIVE LINE GROUP A Cumulative Line Group Report By Hour can be generated for anyREPORT BY HOURconsecutive period from 2 to 93 days. Most of th

STATION ASSIGNMENTSLINE GROUP AND AGENTSPLIT CONSIDERATIONSEXTERNAL ALERTSOTHERCONSIDERATIONSAll CMS lines must have the MERLIN II system ringing opti

Events Log ReportThe Events Log Report lists the 50 most recent exceptions and systemmessages, along with the date and time they occurred. Depending o

You can use this report to review the following possible problem areas:Split staffing or configuration problemsBy monitoring the abandoned-call, avera

How to Generate ReportsYou can select and print MIS reports whether or not CMS is managing calls.You can print the reports individually, or you can ch

3 Press the function key for the report(s) you want to print:For example, if you press [ F2 ] (labeled “Split Report”), the followingscreen appears:B

Bon Voyage TravelREPT CMSIIR210:35a 08/09PRINT SPLIT REPORTSF1 - Cancel ReportF2 - Print Daily ReportF3 - Print Cumulative Report by DayF4 - Print C

SUMMARY ONGENERATING ALLREPORTSSCREEN MESSAGES3 Enter the desired date or period, as applicable, and the report will print.To generate all reports,

OverviewArchiving is the process of copying historical data from the hard disk todiskettes. You need to archive data when the hard disk begins to run

Copying the System Tables FileTo copy the system tables file, do as follows:1 If you are not in the cms directory on the hard disk, typecd\cms2 To

GENERATING HISTORICAL If you have transferred old CMS data from the hard disk onto diskettes, youREPORTSmay later want a report or a complete set o

RESTORING DATACOLLECTION CONDITIONSGenerating ReportsThe system tables and data for the date(s) you’re interested in should now bein the correct locat

OverviewUPGRADEIf you are already familiar with this information from reading the MERLIN IICommunications System Installation and Getting Started Guid

OverviewThis section of the manual suggests corrective action for problems that mayoccur with your CMS.It is organized as follows:Startup Problems. Su

Startup ProblemsThe information on the following pages identities and suggests correctiveaction for problems that may occur when you are starting up C

ERROR—No Configuration Found. ADMINISTER System.Effect on Call Management: Until this problem is corrected, CMS cannot managecalls, See “Managing Call

ERROR—CU 1 Faulty or Disconnected. CMS Cannot Manage Calls.Status lndicator: CU 1 [flashing)Effect on Call Management:Until this problem is corrected

Warning MessagesWARNING—CU 2 Faulty or Disconnected.Status Indicator: CU 2Effect on Call Management: CMS manages calls somewhat more slowly withoutCU

WARNING—NO Main Split Assigned to One or More Line Groups.Effect on Call Management:Calls coming in on lines with no main splitsassigned to them go un

WARNING—One or More Main or Secondary Splits Has No Agent.Effect on Call Management:If both the main and secondary splits assigned to aline group hav

WARNING—Only x Day’s Space Left for Storing History Data.Status Indicator: LoStoragePossible causeThere’s room on thehard disk for “x“ days ofhistori

WARNING—Printer Not Ready. Using Prt Sc Key Will Halt CMS.Status Indicator: Don’tPrtScEffect on Call Management: If you use the [ Prt Sc ] key when th

Call Management ProblemsThe information on the following pages identifies and suggests correctiveaction for problems that may occur while CMS is manag

Software ConsiderationsThis CMS release is available on both a single 3 and 1/2 inch disk (to be usedwith the 6300 WGS) and on two 5 1/4 inch disks (t

Possible causeThe cable is faulty.The jack assigned to CU1 in the MERLIN IIsystem control unit isfaulty.12The CU 1 jack on theCMS card is faulty.Corre

ERROR—CMS Card Faulty or Not Found. CMS Cannot Manage Calls.Status lndicator: CU 1 (flashing) and CU 2 (on steady)Audible Signal: A single short be

PROBLEM: Calls coming in on some lines are not being processedproperly by CMS.Possible causeThe lines were notproperly administered tothe attendant j

System ErrorsWHAT THEY MEANWHAT TO DOWhile CMS is managing calls, messages beginning with SYSERR may appearon the error line of a status screen and a

Voice Announcement Unit ProblemsWARNING—Message Unit Out of Service. Check Power and Cables.Status Indicator: MSGEffect on Call Management: Until thi

External Alert ProblemsNo warnings or direct adverse effects; however, when exceptionthresholds are exceeded and this condition continues, CMS does no

Printer ProblemsWARNING—Printer Not Ready. Using Prt Sc Key Will Halt CMS.Status Indicator: Don‘tPrtScEffect on Call Management:If you use the [ Prt S

Printer Not Ready. (When Printer Ready, Select a Labeled FunctionKey.)Status Indicator: Don’tPrtScEffect on Call Management: Same as for previous pro

Agent ProblemsPROBLEM: An agent is not receiving any CMS calls.Possible causeThe agent isn’t using theAvailable and ACW buttonscorrectlyorthe buttons

PROBLEM: Agents continue to receive CMS calls after touching theACW button to indicate they are unavailable for CMS calls.Possible causeThe agents ar

Duplicating the CMS Diskette DuplicateTo protect your original CMS diskettes from damage or wear, make duplicateson the blank diskettes packaged with

PROBLEM: Agents stationed close to each other have troubledetermining whose voice terminal is ringing.Possible causeCorrective actionThe agents’ voic

Managing Calls if CMS is DisabledIf CMS becomes disabled, you and your agents must answer and distributecalls using MERLIN II system features until th

Square SystemEvery agent’s voice terminal has a separate line button for each CMS line theagent’s split answers.Agents can tell from the lights next t

directly. You (the attendant) must answer all CMS calls and transfer them toavailable agents. This requires that you monitor the lights on your voicet

OverviewThis section contains the following quick reference guides:● Quick Reference Guide to Your PC Keyboard● Quick Reference Guide to Entering

Quick Reference Guide to Your PC KeyboardThe instructions in this manual refer to the 6300 WGS keyboard. The type ofkeyboard you are using depends on

Quick Reference Guide to Entering and Editing DataTHE PROMPTUSING THE KEYSPress[ F1 ] (Cancel Prompt)[ F5 ] (Previous Field)[ F6 ] (Next Field)[ ^ ] +

EDITING DATAFollow the instructions in the table below to change entries.USING THE HELPSCREENSToChange a character in a fieldAdd characters at the end

Quick Reference Guide to Dynamic ReconfigurationThis guide shows what screens to select if you want to activate a differentconfiguration or make chang

Map of Screens for CMS AdministrationFIGURE 10-3 Map of Screens for CMS AdministrationCMS MENUSTART CALLADMINISTRATIONPRINTMANAGEMENTMENUREPORTSSTORED

©1988 AT&TAll Rights ReservedPrinted in USAIssue 1September, 1988NOTICEThe information in this document is subject to change without notice. AT&am

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 o

Map of Screens for Call ManagementFIGURE 10-4 Map of Screens for Call ManagementCMS MAIN MENUSTART CALLADMINISTRATIONREPORTMANAGEMENTMENUMENUINITIALIZ

OverviewThis glossary defines these sets of expressions used in CMS.● CMS Terms. Defines key terms used in this manual to describe the setupand ope

CMS TermsKey words and phrases used in CMS are defined below,AbandonedCallAbandonedCall ThresholdACD(Automatic CallDistributor)ACD CallACW (after-call

Auto ACW(Automaticafter-call-work)StateAuto IntercomButtonAvailable StateButton Accessto Line PoolsCMS HoldTimeCompleted CallConfiguration,ShiftDial A

ExceptionExceptionThresholdException AlertExternalException AlertForce DelayInitial SettingIntraflowIntraflowThresholdAn indication that a particular

Jack, ControlUnitLine GroupLogged OutStateMain SplitManualSignalingNight ServiceOther CallsPooled SystemOne of several numbered receptacles on theMERL

Refused CallA call that rings at an available agent’s position, isnot answered within the transfer return interval,and then returns to CMS. When a cal

ShiftAn arrangement of CMS line groups and agentConfigurationsplits that, when activated, determines how CMScalls are routed to agents. CMS allows you

CMS Status ScreensThe System Status, Split Status, and Line Status screens provide data that iscontinuously updated to help you monitor your CMS syste

SPLIT INFORMATIONLines TotalSplits MainSplits SecFlowSplitAgents ACDAgents AvailAgents ACWAgents OutAgents OthWaiting NumThe total number of lines in

Installing the CMS SoftwarePerform the following software installation procedures the first time youinstall the CMS software or if errors occur that y

Waiting OldThe following termsAbandon NumAbandon DelayIntraflow InIntraflow OutCalls HandledNumCalls HandledAvg TalkCalls HandledASAServ LevlThe numbe

Split Status ScreenAGENT STATUSThis section explains the terms used to identify different types of informationon the Split Status screen.The statistic

SPLIT STATUSCALL FLOWINFORMATIONACD CallsThe number of ACD calls that the agent did notRfusdanswer.Other Num The number of completed other than ACD ca

Line Status ScreenLINE STATUSThis section explains the terms used to identify different types of informationon the Line Status screen. The statistics

SPLIT STATUSCALL FLOWINFORMATIONThe top right section of the screen summarizes calls waiting ‘for all splits.Waiting NumThe number of calls in a split

CMS ReportsThis section explains the terms used to identify data ingenerated from the Report Menu:●●●●The Daily Agent Split Summary Report shows dataa

ACD CALLSAvg After CallACD CALLSAvg WorkTimeACD CALLSNum Xfr CallsACD CALLSNum RfusdCallsOTHER NumOther CallsOTHER AvgTalk Other% ACD TimeTotal TimeSt

Cumulative Agent Split SummaryThis report provides summary data on each agent in a given split over aspecified period, from 2 to 93 consecutive days.

ACD CALLSFlow OutACD CALLSAvg Talk TimeACD CALLSAvg After CallACD CALLSNum Xfr CallsOTHER CALLSNum OtherCallsOTHER CALLSAvg Talk OtherAvg Num PosThe t

% ACD Time The percentage of time agents spent on ACD-related work (on CMS calls and in the after-call-work state). The figure in the totals line unde

However, there are other ways in which the installation procedure couldbe interrupted:If there are errors on your CMS duplicate copy that prevent thei

Daily Line Group ReportThis report provides hour-by-hour data for a given line group, The reportshows entries for each hour that the CMS is in either

BUSlEST HOURSXFR CALLSHold TimeTotalOTHER CALLSNum OtherCallsOTHER CALLSHold Time AvgOTHER CALLSHold TimeTotal% All LinesBusyThe total amount of time

Cumulative Line Group Report (by day or hour)This report provides hour-by-hour data on a line group over a specifiedperiod, from 2 to 93 consecutive d

IndexAAbandoned call threshold, definition of, 4-28ACW, administering, 4-13 – 4-14Administration, starting, 4-3 – 4-4Administrator/supervisor responsi

IIntraflow, 2-2example of, 4-15 – 4-16Intraflow threshold, 2-2, 2-4LLine buttons, need for, 6-5 – 6-6Line Group Exceptions, selecting, 4-43 - 4-45admi

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 a

SET THE TIMETo check or change the time on your PC, do as follows:1 When the C> prompt appears, typetimeand press [ ↵ ] .The following message ap

Using Your PC with CMSSCREEN FORMATSThis section describes the format of CMS screens, entering and editing data,and accessing help screens. If you hav

3 Error line. Three types of messages can appear in the error line:● Error messages indicate you made an invalid entry, such as entering anumber

aGENT SPLITSLINE GROUP OPTIONSF SplitsF LineF Call1 2 Groups3 FlowAGENT SPLITSLINE GROUP OPTIONSCALL FLOWF10 - HelpF Config7 ScreenENTERING DATA

MOVING THE CURSORENTERING DATAAction:Your instructions for entering data in response to the promptappear here. For instance:1 Enter a configuration n

EDITING DATAUSING THE HELPSCREENS●To●To●To●To●Your PC beeps and an error message appears if you skip a required fieldin a prompt and press [ F8 ] or [

ContentsSection 1: IntroductionHow to Use the CMS Documents1-1Section 2: Understanding CMSOverview2-1Key Concepts2-2A Typical CMS Application2-5Key Fa

OverviewThe starting point for administration is the Administration Menu, shownbelow. You can get to it from the CMS Menu and from several other scree

FIGURE 4-1 A map of CMS administration screens.CMS MENUSTART CALLADMINISTRATIONPRINTMANAGEMENTMENUREPORTSSTORED SHIFTCONFIGURATIONSSETADMINISTEROPTION

Getting StartedSTARTCMSThese procedures describe turning on the PC and selecting an administrationactivity from the Administration Menu.You may want t

4 Press [ F4 ] (labeled “Admin CMS” ) to begin administering CMS.The Administration Menu screen, shown below, appears.Bon Voyage TravelADMIN CMSIIR2

Building or Editing Shift ConfigurationsA shift configuration is an arrangement of line groups and agent splits formanaging calls. Before CMS can oper

Administering shift configurations begins with the Stored Shift Configurationsscreen shown below. Pressing [ F1 ] (labeled “Config List” ) from theAdm

Editing a Shift ConfigurationBUILD OR EDIT A SHIFTCONFIGURATIONThis section describes how to build a new shift configuration or change anexisting one.

Bon Voyage TravelADMIN CMSIIR211:00a 06/01AGENT SPLITSLINE GROUP OPTIONSAgentAgentNum Answer Force AutoSplitPos IDSplitPos IDGroup Lines Delay Delay A

Administering Line Group Options. Program how you want CMS tocontrol answering calls.Clearing a Configuration.Delete the contents of a configuration.

ADMINISTER SPLITS To administer splits, press the function key for the activity you want toperform:[ F1 ] Add Agent. Use this function key to assign

Section 7: Generating ReportsOverview7-1Types of CMS Reports7-2How to Generate Reports7-16Section 8: Archiving DataOverview8-1Section 9: Troubleshooti

[ F3 ] Move Agent. Use this function key to shift an agent from one split toanother or from one position to another.Prompt:MOVE AGENT: ID:New Pos #: _

[ F7 ] Config Screen.Use this function key to return to the Configurationscreen.[ F8 ] Agent Directory. Press this function key to return to the Agen

FORCE DELAYAUTOMATIC AFTER-CALL-WORK (ACW)4 Enter a number from 0 through 99 for the number of seconds a call is tobe delayed for that group.The init

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 secondsagen

Bon Voyage TravelADMIN CMSIIR210:49a 06/13AGENT SPLITSLINE GROUP OPTIONSAgent Agent Num Answer Force AutoSpiltPos IDSplit Pos IDGroup Lines Delay Dela

5 If there is no agent available in the secondary split, the call remainswaiting in the main split.The call will be answered by the first availableag

[ F3 ] Set Thresh. Use this function key to set the intraflow threshold for eachsplit .This threshold is based on the number of seconds the oldest cal

Use [ F5 ] (labeled “All-Ring On/Off”) to change a split from All-Ring operationto normal automatic call distributor (ACD) operation, or vice versa. I

Returning to Other ScreensYou can select two other screens from the Configuration screen. If you havejust created or edited a configuration, the word

Renaming a Shift ConfigurationTo name or rename a configuration, press [ F3 ] (labeled “Rename Config”) onthe Stored Shift Configurations screen.Confi

How to Use the CMS DocumentsCMSCMSPLANNING GUIDEINSTALLATIONANDGETTING STARTED GUIDECMS USER’S CARDThe Call Management System (CMS) is the automatic c

Assigning Agent IDsThe first step in administering agents is creating a “master list” of agents onthe Agent Directory screen. Later on, you assign the

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 su

[ F7 ] Config Splits. Press this function key to select the Configure Splitsscreen. This function key only works if you have already selected a partic

Administering Lines and Line GroupsYour CMS supports up to 28 telephone lines. You can arrange your lines inup to four line groups.If you want, you ca

Bon Voyage TravelADMIN CMSIIR2 10:57a 06/13ADMINISTER LINES AND LINE GROUPSLine LineGroupA PUBLICB SPECLC CHARTD CORPBtn ID Priority GroupBtnID Priori

[ F1 ] Add Line. Use this function key to add a line to CMS and assign it to aline group.IMPORTANT: Before adding a line to CMS, you must first assig

[ F4 ] Change Priority. Use this function key to assign priority to a line or tochange a priority line to a nonpriority line.The priority of a line d

Setting OptionsAfter you have used CMS for a few days, you will have enough informationto set several system options.Initial settings are in effect fo

AUDIBLE ALARMwant to set a low abandoned call threshold, and know that the possibility ofmistaking an abandoned call for a “real” call, or vice versa

zET OPTIONSTo set options, press the function key for the option you want to change.[ F1 ] Service Level. The service level is the percentage of calls

CMS SYSTEM MANUALThis is the manual you’re reading now.It contains information on everyaspect of the CMS operation and administration, from understand

Selecting ExceptionsAn exception message indicates that a particular performance threshold hasbeen reached or exceeded and an unusual or undesirable s

Instructions for Selecting ExceptionsPressing [ F6 ] (labeled “Select Exceptns”) on the Administration Menu screenselects the Administer Exceptions sc

45678Enter 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. Ifyou do

External exception alerts provide a signal that alerts you to unusual orundesirable situations affecting splits or line groups. For instance, the AllL

CONDITIONS FORGenerally, assigning alerts to line button numbers is the first step inASSIGNING ALERTSadministering alerts. An exception may have an al

Bon Voyage TravelADMIN CMSIIR211:12a 06/13EXCEPTION SETTINGSExceptionOn/Off 1/ASplit / Line GroupAGENTSTalk Time >= xxx secAfter Call Work >=

3 When you are finished changing line button numbers, press [ F8 ] (labeled“Enter Data”) to enter the data.ASSIGNING EXCEPTIONSsimultaneously” You

Selecting Agent ExceptionsAgent exceptions allow you to monitor the activity of individual agents. Youcan use these exceptions to indicate reasonable

[ F1 ] Talk Time. Talk time is the number of seconds an agent is connected toa call. If you turn on this exception, CMS notifies you when an agent’s t

[ F4 ] Refused Call. If you turn on this exception, CMS notifies you wheneveran agent refuses a call.Prompt:REFUSED CALLS: ON/OFF?Action: 1 Type on

678910Handling CMS Calls. This section helps you make decisions about whichsize voice terminal your agents need, and which features they’ll use tohan

ADMINISTER A SPLITEXCEPTIONTo administer a split exception, follow these steps:1 Press the function key for that exception and refer to the descripti

3 If you wish to assign an alert to this exception, enter analert number in the field to the right of the slash. If not,enter a hyphen.4 Press [ F8

3 To assign an alert number, enter the number in the field tothe left of the slash. If not, enter a hyphen.4 Press [ F8 ] (labeled “Enter Data”) af

ADMINISTER A LINETo administer a line group exception, follow these steps:GROUP EXCEPTION1 Press the function key for that exception and refer to th

[ F3 ] Hold Time Minimum (Minimum Line Holding Time). The line holdingtime refers to the number of seconds a line has been in use for a single call.If

6 The CMS administrator sets exception thresholds for various groups andsplits.7 The CMS administrator assigns the alert numbers to any of the spl

Backing Up Shift ConfigurationsIf you routinely make a backup copy of your shift configurations, you willhave a current version to use if you need to

If you ever lose a shift configuration (for instance, if you clear a configurationby accident), copy the desired configuration (or all configurations)

OverviewYou must complete several initial administration activities before you canmanage calls with CMS. These activities, described in Section 4,“Adm

FIGURE 5-1 Map of the screens for call management.CMS MAIN MENUSTART CALLADMINISTRATIONREPORTMANAGEMENTMENUMENUAGENT SPLITSUMMARYINITIALIZESTORED SHIF

OverviewThe Call Management System for the MERLIN II Communications Systemwith Feature Module 2 is a powerful tool for managing your incoming calls.Wi

The Administator/Supervisor's ResponsibilitiesThe MERLIN II system administrator is responsible for establishing certainsystemwide options and fe

The Attendant ConsoleLINE BUTTONSAUTO INTERCOMBUTTONSThe system administrator should have set your MERLIN II system for a largesystem, that is, for a

GROUP PAGEConversely, a CMS agent can have either a Manual Signaling button or anAuto Intercom button to contact you.And, you can tell which agent is

4 When you hear a beep, speak into your handset. (You hear a busy signalif all the voice terminals in the group are busy.)NOTE: The above group pag

FIGURE 5-2 The MERLIN II System Display Console.❑ Message❑ Speaker❑ ❑ ❑❑ ❑❑❑ClockFunctions❑❑❑❑555-091610555-4372555-7183555-181620 3040❑❑❑ ❑❑50❑60❑700

Startup ProceduresTo activate CMS, follow these steps:1 Turn on your PC.If you use an AUTOEXEC.BAT file to automatically start the CMSprogram, the CM

Bon Voyage TravelDAY CMSIIR2 3:46p 06/02INITIALIZATION IN PROGRESS ... SELECT CONFIGURATIONSTORED SHIFT CONFIGURATIONS1 - DAILY2 - WEEKEND3 - NIGHT4 -

Bon Voyage TravelDAY CMSIIR23:47p 06/02INITIALIZATION COMPLETE ... READY FOR INPUTF ConfigF SystemF Reports1 Screen 3 Status5F10 -HelpF Exit8 Call M

[ F5 ] Reports. Use this function key to select the Report Menu screen.You can select reports from the Report Menu and print them out. Thisscreen is

Making Agents Available for CMS CallsAGENTS' VOICETERMINAL BUTTONREQUIREMENTSSince it is important that your CMS knows when an agent is available

Key ConceptsTo administer and use CMS, you should be familiar with the following terms,which are briefly defined:Automatic callLine groupsAgentsAgent

AVAILABLE STATEAFTER-CALL-WORKSTATEAll agents are automatically placed in the logged out state when you stopmanaging calls with one shift configuratio

AUTOMATIC AFTER- An agent receiving a call from a line group with automatic ACW does notCALL-WORK STATEhave to touch the ACW button to announce unavai

Monitoring Call ManagementOnce you begin call management (as described earlier in “StartupProcedures“), you can monitor activity in the line groups an

Bon Voyage TravelDAY CMSIIR24:04p 06/02SYSTEM STATUSLINE GROUP INFORMATIONLineLines SplitGroupBusyTotal Main Sec FlowA PUBLIC 0 4

To access another screen from the System Status screen, to change to Day orNight Service, or to exit call management, press the corresponding function

Key to System Status DataSYSTEM STATUSLINE GROUP INFORMATIONSPLIT INFORMATIONLINE GROUPINFORMATIONSPLIT INFORMATIONBon Voyage TravelDAY CMSIIR24:04p 0

Using the Split Status ScreensWith the Split Status screens, you can get a detailed picture of the activities ofeach agent in each split. For instance

Error messages are displayed if an agent is already in the status entered, or ifan ID is entered for an agent that is not in the split, or if either o

Key to Split Status DataSPLIT STATUS INFORMATIONSPLIT 1: PERSSPLIT STATUSAGENT STATUSBon Voyage TravelDAY CMSIIR24:03p 06/021❍2❍ACD CallsOtherPos IDSt

SPLIT STATUS10 Number of calls waiting in each split and length of time the oldest call hasbeen waitingCALL FLOW11 Main and secondary split assignm