AT&T 999-501-149 - Manual

6 7 8 9 10 Handling CMS Calls. This section helps you make decisions about which size voice terminal your agents need, and which features they’ll use tohandle CMS calls. It also includes information on programming and using these features. Generating Reports. This section describes the types of repo...

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

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 timeCMS 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 dela...

A Typical CMS Application ❍ P e r s o n a l T r a v e l S p l i t ❍ S u p p o r t S p l i t ❍ Charter T r a v e l S p l i t ❍ Corporate T r a v e l S p l i t The following example shows how Bon Voyage Travel Agency, a hypothetical business, uses CMS. CMS AND BON VOYAGE TRAVEL At Bon Voyage Travel, a...

BON VOYAGE TRAVEL’S OTHER CALL TRAFFIC The Personal Travel split handles calls from customers wanting to plan andbook their personal vacations. There are seven agents in this split. Calls come into this split on two line groups: the Public line group and theSpecial line group. In this example, the P...

CMS AND OTHERBUSINESSES Agents and nonagents use lines not assigned to CMS for all outgoing calls andnonrevenue producing incoming calls. Because this guide focuses onplanning CMS, it refers to the components of Bon Voyage Travel’s MERLIN IIsystem that are not assigned to CMS only when necessary to ...

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 arelisted below. You may need to refer to either the CMS Planning Gui...

STATION ASSIGNMENTS LINE GROUP AND AGENT SPLIT CONSIDERATIONS EXTERNAL ALERTS OTHER CONSIDERATIONS All CMS lines must have the MERLIN II system ringing option feature setfor No Ring (at the main Each line of a line groupagent’s voice terminal. attendant console). assigned to an agent CMS agent stati...

Overview UPGRADE 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 ...

Software Considerations This 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 (to be used with either the6300 WGS or the PC 6300). Previous releases of CMS were on a single 5 1/4inch disk. New copy and installation procedures for...

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 theoriginals in a safe place in case you need them later. You’ll need the following to make the duplicate: ● Your ...

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 fullyinserted, press down the latch on drive A until you feel the latch lock....

Installing the CMS Software Perform the following software installation procedures the first time youinstall the CMS software or if errors occur that you cannot fix and you needto begin again. When you are finished, the system has copied the programs required for CMS operations onto the PC hard disk...

However, there are other ways in which the installation procedure could be interrupted: If there are errors on your CMS duplicate copy that prevent theinstallation program from continuing, the following message appearson your screen: ❈ ❈ ❈ ❈ Error on Installation Floppy Disk Try Installation from an...

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 arefamiliar 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 h...

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 [ ↵ ] . The following message appears on your screen: Current time is 0:01:30.00 Enter new time: 2 If the time is correct, press [ ↵ ] . If the time is incorrect, type in the corr...

Using Your PC with CMS SCREEN FORMATS This section describes the format of CMS screens, entering and editing data, and accessing help screens. If you have questions about MS-DOS, the layoutof your keyboard, or other information about your 6300 WGS, refer to the manuals that accompanied it. The follo...

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...

aGENT SPLITS LINE GROUP OPTIONS F Splits F L i n e F C a l l 1 2 Groups 3 Flow AGENT SPLITS LINE GROUP OPTIONS CALL FLOW F 1 0 - H e l p F Config 7 S c r e e n ENTERING DATA ATPROMPTS Bon Voyage Travel ADMIN CMSIIR2 l l : 0 0 a 0 6 / 0 l A g e n t A g e n t N U M A n s w e r F o r c e A u t o S p l ...

MOVING THE CURSOR ENTERING DATA Action: Your instructions for entering data in response to the promptappear here. For instance: 1 Enter a configuration number. 2 Press [ F8 ] (labeled Enter Data). Many CMS prompts contain several empty fields, as in the followingexample: ADD AGENT: Last Name: First:...

EDITING DATA USING THE HELP SCREENS ● To ● To ● To ● To ● Your PC beeps and an error message appears if you skip a required fieldin a prompt and press [ F8 ] or [ ↵ ] . Important: To cancel any prompt, press [ F1 ] (labeled Cancel Prompt) or [ DELETE ] . Any data you entered in the prompt fields is ...

Overview The starting point for administration is the Administration Menu, shownbelow. You can get to it from the CMS Menu and from several other screens. Bon Voyage Travel ADMIN CMSIIR2 10:36a 06/13 Administration Menu F1 Build/Edit Shift ConfigurationsF 2 B u i l d A g e n t D i r e c t o r y ( N ...

FIGURE 4-1 A map of CMS administration screens. CMS MENU START CALL ADMINISTRATION PRINT MANAGEMENT MENU REPORTS STORED SHIFT CONFIGURATIONS SET ADMINISTER OPTIONS CONFIGURATION EXCEPTIONS AGENT DIRECTORY ADMINISTER LINES AND LINE GROUPS SERVICE LEVEL AGENT EXEPTIONS AGENT ABANDON SPLIT SPLITS THRES...

Getting Started STARTCMS These procedures describe turning on the PC and selecting an administration activity from the Administration Menu. You may want to review “Key Factsand Considerations” at the end of Section 2 before administering CMS. ADMINISTERING To start administering CMS follow these ste...

4 Press [ F4 ] (labeled “Admin CMS” ) to begin administering CMS. The Administration Menu screen, shown below, appears. Bon Voyage Travel ADMIN CMSIIR2 10:36a 06/13 Administration Menu F1 Build/Edit Shift ConfigurationsF 2 B u i l d A l g e n t D i r e c t o r y ( N a m e s a n d I D s ) F 3 A d m i...

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 shiftconfiguration. You can build as many as six configurations to handle different calling patterns in your busine...

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 ADMIN CMSIIR2 10:38a 06/13 STORED SHIFT CONFIGURATIONS 1 - D A I L Y 2 - WEEKEND 3 - ...

Editing a Shift Configuration BUILD OR EDIT A SHIFT CONFIGURATION This section describes how to build a new shift configuration or change anexisting one. Your CMS will not manage calls while you are using theseprocedures. To edit an active shift configuration, follow the instructions in “Dynamic Rec...

Bon Voyage Travel ADMIN CMSIIR2 1 1 : 0 0 a 0 6 / 0 1 AGENT SPLITS LINE GROUP OPTIONS A g e n t A g e n t N u m A n s w e r F o r c e A u t o S p l i t Pos ID S p l i t Pos ID G r o u p L i n e s D e l a y D e l a y A C W 1 PERS 16 TOM 3 CORP 3 7 I K E A PUBLIC 4 5s On 5s 17 CLIFF 3 9 T I N A B SPEC...

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

ADMINISTER SPLITS To administer splits, press the function key for the activity you want toperform: [ 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 haveup to 28 agents. Prompt: ADD AGENT: ID: Pos # : S...

[ F7 ] Config Screen. Use this function key to return to the Configuration 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 [ F7 ] (labeled “Config Splits” ) on the Agent Directory screen to ret...

FORCE DELAY AUTOMATIC AFTER- CALL-WORK (ACW) 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 thebeginning of one ring to the beginning of the next. 5 Press [ F8 ] (labeled “Enter Data”...

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 [ F8 ] (labeled “Enter Data”). Administering Call Flow The...

Bon Voyage Travel ADMIN CMSIIR2 1 0 : 4 9 a 0 6 / 1 3 AGENT SPLITS LINE GROUP OPTIONS A g e n t A g e n t N u m A n s w e r F o r c e A u t o S p i l t Pos ID S p l i t Pos ID G r o u p L i n e s D e l a y D e l a y A C W 1 PERS 1 6 T O M 3 CORP 3 7 I K E A PUBLIC 4 5s On 5s 1 7 C L I F F 3 9 T I N ...

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 availableagent in either the main split or the secondary split (if the secondarysplit’s intraflow threshold is not exceeded by another call). HINT: If your only...

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. ...

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. You may want to go to the Stored ShiftConfigurations screen to save your new configu...

Renaming a Shift Configuration To name or rename a configuration, press [ F3 ] (labeled “Rename Config”) on the Stored Shift Configurations screen. Configuration names can contain asmany as 10 letters, numbers, or special characters. Spaces are not allowed, so you may want to use underscores instead...

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 c...

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 * o r # First: up to 8 letters, numbers, or special characters ID: up to 5 letters, numbers, or special characters Remember, each ID must be...

Administering Lines and Line Groups Your CMS supports up to 28 telephone lines. You can arrange your lines inup to four line groups. If you want, you can assign all your lines to a singleline group. Y OU should have determined the following information when you filled out the Line Groups Planning Fo...

Bon Voyage Travel ADMIN CMSIIR2 1 0 : 5 7 a 0 6 / 1 3 ADMINISTER LINES AND LINE GROUPS L i n e L i n e G r o u p A PUBLIC B SPECL C CHART D CORP B t n I D P r i o r i t y G r o u p Btn I D P r i o r i t y 1 18162 1808 3 1818 4 8515 5 8532 6 85187 8531 8 0911 9 0912 10 0913 11 091412 0915 13 0916 1 4...

[ 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 Linesto the CMS PC” in the MERLIN II Communications System Getting Started Guide...

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 Lengt...

AUDIBLE ALARM want to set a low abandoned call threshold, and know that the possibility ofmistaking an abandoned call for a “real” call, or vice versa will increase. The initial value for the abandoned call threshold is 10 seconds. You can have your PC beep every time an exception message, a systemm...

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 secon...

Selecting Exceptions An exception message indicates that a particular performance threshold hasbeen 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 thresh...

Instructions for Selecting Exceptions Pressing [ F6 ] (labeled “Select Exceptns”) on the Administration Menu screen selects the Administer Exceptions screen shown below. Bon Voyage Travel ADMIN CMSI IR2 11:12a 06/13 EXCEPTION SETTINGS Split / Line Group E x c e p t i o n O n / O f f 1 / A 2/B 3/C 4/...

4 5 6 7 8 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 exceptionfor s...

CONDITIONS FOR Generally, assigning alerts to line button numbers is the first step in ASSIGNING ALERTS 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 ...

Bon Voyage Travel ADMIN CMSIIR2 1 1 : 1 2 a 0 6 / 1 3 EXCEPTION SETTINGS E x c e p t i o n O n / O f f 1 / A Split / Line Group AGENTS T a l k T i m e > = x x x s e cA f t e r C a l l W o r k > = x x x m i nAgent Logout ACW >= xxx min Refused Call S P L I T S # l A b a n d o n C a l l s >...

3 When you are finished changing line button numbers, press [ F8 ] (labeled “Enter Data”) to enter the data. ASSIGNING EXCEPTIONS simultaneously” You can assign some of the exception thresholds at the same AND EXTERNAL ALERTS time you assign external alerts to the exceptions. The prompts for Calls S...

Selecting Agent Exceptions Agent exceptions allow you to monitor the activity of individual agents. Youcan 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 ...

[ F4 ] Refused Call. If you turn on this exception, CMS notifies you whenever an agent refuses a call. Prompt: REFUSED CALLS: ON/OFF? Action: 1 Type on or off. 2 Press [ F8 ] (labeled “Enter Data”). Exception: ❈ ❈ ❈ Split X - Agent XXXXX - Refused Call [ F8 ] Admin Exceptions. Press [ F8 ] (labeled ...

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 typic...

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 ] ( l a b e l e d “ E n t e r D a t a ” ) a f t e r t h e l a s t f i e l d . Exception: ❈ ❈ ❈ Split X - # Calls Waiting > = XX [ F3 ] Oldest Call...

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 [ F8 ] (labeled “Enter Data”) after the last field. Exception: ❈ ❈ ❈ Split X - Avg Speed Answer > = XXX seconds [ F8 ] Admin Exceptions. Press [ F8 ] (labeled “Admin Exceptns”) to ...

ADMINISTER A LINE To administer a line group exception, follow these steps: GROUP EXCEPTION 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 ...

[ 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 ...

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 tolight Up when the thresholds are met or exceeded. NOTE: If all externa...

Backing Up Shift Configurations If you routinely make a backup copy of your shift configurations, you willhave a current version to use if you need to restore your system after a problem. COPY SHIFT CONFIGURATIONS You should also copy the system tables at the same time you copy the shift configurati...

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...

Overview You must complete several initial administration activities before you canmanage 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. If you have not completed these activi...

FIGURE 5-1 Map of the screens for call management. CMS MAIN MENU START CALL ADMINISTRATION REPORT MANAGEMENT MENU MENU AGENT SPLIT SUMMARY INITIALIZE STORED SHIFT CONFIGURATIONS SELECT AND INITIALIZE ONE CONFIGURATION SPLIT REPORT LINE GROUP REPORT DAILY CUMULATIVE DAILY CUMULATIVE BY DAY CUMULATIVE...

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 orpooled lines, assigning the lines that a voice terminal can access, or storing System Speed Dial codes in...

The Attendant Console LINE BUTTONS AUTO INTERCOMBUTTONS The system administrator should have set your MERLIN II system for a largesystem, that is, for a system with more than eight lines or more than 20 voice terminals. A S CMS supervisor, you therefore must have a console that will accommodate a la...

GROUP PAGE 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 but...

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 Plan...

FIGURE 5-2 The MERLIN II System Display Console. ❑ Message ❑ Speaker ❑ ❑ ❑ ❑ ❑ ❑ ❑ Clock Functions ❑ ❑ ❑ ❑ 555-0916 10 555-4372 555-7183 555-1816 20 30 40 ❑ ❑ ❑ ❑ ❑ 50 ❑ 60 ❑ 700 ❑ 710 ❑ ❑ ❑ ❑ 11 21 31 41 555-5184 555-7182 555-1808 555-0917 ❑ ❑ ❑ ❑ ❑ 51 ❑ 61 ❑ 701 ❑ 711 ❑ ❑ ❑ ❑ 12 555-5062 555-7181 ...

Startup Procedures To activate CMS, follow these steps: 1 Turn on your PC. If you use an AUTOEXEC.BAT file to automatically start the CMSprogram, the CMS Menu appears. Go to step 4. (For informatiom on creating an AUTOEXEC.BAT file, refer to “Starting up the CMS Program Automatically” in Section 3.)...

Bon Voyage Travel DAY CMSIIR2 3 : 4 6 p 0 6 / 0 2 INITIALIZATION IN PROGRESS ... SELECT CONFIGURATION STORED SHIFT CONFIGURATIONS 1 - DAILY 2 - WEEKEND3 - NIGHT4 - EVENING5 - UNUSED 6 - UNUSED SELECT CONFIGURATION: Config #: F Cancel F Previous F Next F E n t e r 1 Prompt 5 F i e l d 6 F i e l d 8 D...

Bon Voyage Travel DAY CMSIIR2 3 : 4 7 p 0 6 / 0 2 INITIALIZATION COMPLETE ... READY FOR INPUT F C o n f i g F System F Reports 1 S c r e e n 3 S t a t u s 5 F 1 0 - Help F Exit 8 Call Mgt NOTE: You can choose to have a particular shift configuration begin automatically during system startup, CMS per...

[ 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 cal...

Making Agents Available for CMS Calls AGENTS' VOICETERMINAL BUTTON REQUIREMENTS Since it is important that your CMS knows when an agent is available forCMS calls, agents must understand how to designate the work state they arein. In this way, your CMS can run efficiently and maintain accurate record...

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 ofa call. The agent has a set period of time that was administered for the agent’s line group for finishing paperwork conne...

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...

Bon Voyage Travel DAY CMSIIR2 4 : 0 4 p 0 6 / 0 2 SYSTEM STATUS LINE GROUP INFORMATION L i n e Lines Split Group B u s y T o t a l M a i n S e c F l o w A PUBLIC 0 4 1 3 On B SPECL 0 3 1 3 On C CHART 0 6 2 4 On D CORP 0 2 3 - Off SPLIT INFORMATION A g e n t s Waiting Abandon I n t r f l o w Calls Ha...

To access another screen from the System Status screen, to change to Day orNight Service, or to exit call management, press the corresponding functionkey: [ 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, s...

Key to System Status Data SYSTEM STATUS LINE GROUP INFORMATION SPLIT INFORMATION LINE GROUPINFORMATION SPLIT INFORMATION Bon Voyage Travel DAY CMSIIR2 4:04p 06/02 L i n e L i n e s S p l i t s Group Busy T o t a l M a i n S e c F l o w A PUBLIC ❍ 1 ❍ 2 0 3 1 3 0 4 1 3 On On B SPECL C CHART 0 6 2 4 O...

Using the Split Status Screens With the Split Status screens, you can get a detailed picture of the activities ofeach agent in each split. For instance, you can see how many calls each agenthas answered and the average time an agent spends on a call. The same data are collected for each split. Each ...

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 completio...

Key to Split Status Data SPLIT STATUS INFORMATION SPLIT 1: PERS SPLIT STATUS AGENT STATUS B o n V o y a g e T r a v e l DAY CMSIIR2 4 : 0 3 p 0 6 / 0 2 1 ❍ 2 ❍ ACD Calls O t h e r P o s I D S t a t u s Num AvgTlk AvgACW Xfr Rfusd Num AvgTlk 16 TOM LoggedOut 0 0:00 3 ❍ ❍ 0 0 0 0:00 4 LoggedOut 0 0:00...

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....

Key to Line Status Data CALL FLOW LINE STATUS Bon Voyage Travel DAY CMSIIR2 4 : 0 2 p 0 6 / 0 2 LINE STATUS ❍ 1 ❍ C a l l s 2 C a l l s SPLIT STATUS G r p L i n e P S t a t N u m H o l d T G r p L i n e P S t a t N u m H o l d T W a i t i n g A 1 8 1 6 Idle 0 0m C 0 Busy/6 Total 0 Calls 3 ❍ S p l i ...

Using the Events Log Screen The Events Log screen displays the last 19 exceptions and system problemswith the time and date they occurred. Exception messages alert you to unusual or undesirable situations. Pressing [ F4 ] (labeled “Events Log”) on any status screen selects the Events Log screen. A t...

[ F7 ] Config Screen. Press this function key to select the Configuration screen. From that screen you can begin dynamic reconfiguration of yoursystem. For more information, see “Dynamic Reconfiguration,” later in thissection. [ F8 ] System Status. Press this function key to select the System Status...

From the configuration screen you can perform three types of reconfiguration(described below) or select other screens. ● Reconfigure Splits. Through the Configure Splits screen, you can add, move, or remove the agents in splits. ● Change Line Group Options. With the line groups prompt, you can chang...

[ F7 ] Config List. Press this function key to select the Stored Shift Configurations screen. From this screen you can activate a differentconfiguration, save or rename a configuration, or select a default configurationfor startup. For more information, see “Using the Stored Shift Configurationsscre...

Action: 1 Enter an agent’s ID. 2 Enter the agent’s position number (a MERLIN II system 2-digit intercom number). 3 Enter a split number (1 through 6). 4 Press [ F8 ] (labeled “Enter Data”). [ F2 ] Remove Agent. Use this function key to remove an agent from the current configuration. (The agent entry...

[ F5 ] New Agent. Use this function key to add a new agent (one who is not listed in the Agent Directory) to the current configuration. Agents added using the Configure Splits screen are simultaneously added to the AgentDirectory. When new agents are added to a split, they are placed automatically i...

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 a different answer delay value for each line group, depending on the type oflines in the group and the amount of time the caller is likely to wait before ...

AGENT SPLITS LINE GROUP OPTIONS CALL FLOW AGENT SPLITS LINE GROUP OPTIONS FORCE DELAY Bon Voyage Travel DAY CMSIIR2 3 : 5 8 p 0 6 / 0 2 A g e n t S p l i t Pos ID 1 PERS 1 6 T O M 1 7 C L I F F 19 ERNIE 2 1 D E B 2 3 B O B 24 SHERM 2 5 W A L T 2 CHART 2 7 B E N2 8 S A M 2 9 N O R M 3 1 D I 32 CARLA3...

Example Pressing [ F2 ] (labeled “Line Groups”) from the Configuration screen selects the line group function. A box appears around the line group area of theConfiguration screen and a different set of function keys appears at the bottom of the screen. Refer to the following example. Bon Voyage Trav...

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 ] (labeled “Enter Data”), and the new data will be displayed. The first screen shows the group letter entered on the prompt; the screenfollowing shows the...

AUTOMATIC ACW The automatic ACW option controls the length of after-call-work time, from O to 999 seconds. If 0 time is designated for a line group, the Auto ACWfeature is not in effect. Pressing [ F2 ] (labeled “Line Groups”) on the Configuration screen, and ( [ F3 ] (labeled “Auto ACW”) on the sub...

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 Travel DAY CMSIIR2 4:14p 06/02 AGENT SPLITS LINE GROUP OPTIONS A g e n t A g e n t N u m A n s w e r F o r c e A u t o S p l i t Pos ID S p l i t Pos ID G r ...

Bon Voyage Travel DAY CMSIIR2 4 : 1 5 p 0 6 / 0 2 AGENT SPLITS LINE GROUP OPTIONS A g e n t S p l i t Pos ID 1 PERS 1 6 T O M1 7 C L I F F 1 9 E R N I E 2 1 D E B 2 3 B O B 2 4 S H E R M 2 5 W A L T 2 CHART 2 7 B E N2 8 S A M 2 9 N O R M 3 1 D I3 2 C A R L A 3 3 B J 3 5 M A X A g e n t N u m A n s w...

Configuration screen, except a box appears around the Call Flow area and thefunction key labels change. Bon Voyage Travel DAY CMSIIR2 3:59p 06/02 AGENT SPLITS LINE GROUP OPTIONS A g e n t A g e n t N u m A n s w e r F o r c e A u t o S p l i t Pos ID S p l i t 1 PERS 1 6 T O M 3 CORP 1 7 C L I F F 1...

Using the Stored Shift Configurations Screen The Stored Shift Configurations screen, shown below, is very similar during call management and administration. B o n V o y a g e T r a v e l D A Y C M S I I R 2 4:25p 06/02 STORED SHIFT CONFIGURATIONS 1 - DAY 2 - 28AGTS 3 - 14AGTS 4 - 14&14 5 - UNUSE...

[ F3 ] Rename Config. Use this function key to name or rename a configuration. Configuration names can be up to 10 letters, numbers, orspecial characters. Spaces are not allowed, so you may want to use underscores instead. Remember that if you rename a configuration “UNUSED,” the system deletes the ...

Selecting Day or Night Service CMS provides two modes of call management: Day Service and NightService. During Day Service, one of your shift configurations is active and CMS routes calls to agents. During Night Service, CMS answers incoming calls, connects them to the voice announcement unit, and d...

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 system stops answering ringing calls (that is, the calls keep ringing). Any calls already connected to the voice announcement unit stay connected until t...

Day-to-Day Operation of CMS Your day-to-day interaction with CMS primarily involves monitoring systemstatus during call management and using dynamic reconfiguration to make any needed changes in the configuration being used to manage calls. The following example illustrates how the CMS administrator...

Overview When 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 available, CMSroutes the call to the agent who has been available the longest. Afteranswering the call, the agent may need to: ● Transfer calls to anot...

The MERLIN II System Voice Terminal The MERLIN II system voice terminal provides the user with basic telephonefunctions, such as Transfer and Hold. However, in order for the agents touse the Available and after-call-work (ACW) state buttons, and the ManualSignaling, Auto Intercom, Transfer-to-Split,...

FIGURE 6-1 The BIS-10 Voice Terminal. AT&T BIS-10 ❑ ❑ Pool 893 Pat Payne ❑ ❑ ❑ ❑ Trans to Pool 9 ❑ ❑ Personal ❑ ❑ Pool 9 ACW ❑ ❑ ❑ Intercom ❑ Available ❑ Voice ❑ ❑ ❑ Intercom 555-5184 ❑ Ring ❑ Conference Transfer Drop Hold Stop Pulse ❑ ❑ ❑ The MERLIN II System Voice Terminal 6-3

The Digital Voice Terminal Your agents may use a 7406 digital voice terminal. The 7406 voice terminal has three columns of buttons. (See Figure 6-2.) The lower two buttons in the leftmost column are reserved for intercom calls. The top button in the leftmost column and the second button from the top...

Selecting a Voice Terminal for Your Agents LINE BUTTONS Your agents’ voice terminals may need the following types of buttons: ● Line and/or line pool buttons ● Available and after-call-work state buttons ● Auto Intercom and/or Manual Signaling buttoms ● A Cover button for the Transfer-to-Split and A...

Each CMS line group should be assigned to a separate line pool in order to prevent people not working with CMS from placing or receiving calls onthose lines. CMS lines should not be placed in the same line pool as lines not assigned to CMS. All CMS lines and line pools on an agent’s voice terminal s...

● An Auto Intercom button for another split. Splits that need to transfer calls to other splits may want an Auto Intercom button for the intercom numbers of the “ghost” voice terminals of each of the splits they transfer calls to. See “A Note on Ghost Voice Terminals.” For this purpose, you should g...

Programming a Voice Terminal The MERLIN II system voice terminals come with fixed features agents can use immediately. They must also add features to their voice terminals so that they can announce their availability or unavailability for CMS calls and handleCMS calls more efficiently. Either you or...

Programming Feature name code Notes Available ✱ 301 Use a button withlights ACW ✱ 302 Use a button with lights Auto Intercom ✱ 91 + intercom If possible, use a number button with lights Manual ✱ 6O + intercom Signaling number Programming Feature name codes Notes ✱ All-Ring 4O + the intercom Use a bu...

Announcing Availability for CMS Calls THE AVAILABLE ANDACW BUTTONS During call management, agents assigned to splits in an active configuration can place themselves in one of the following work states: ● ● ● Available state. When an agent is available for CMS calls, the light next to the Available b...

ANNOUNCING When call management begins, all agents are automatically placed in the AVAILABILITY logged out state. The agent must indicate when he or she is available for CMS calls by turning on the light next to Available. In order to do this, the agent can A N N O U N C I N G UNAVAILABILITY AUTOMAT...

SUPERVISORY LOGIN/LOGOUT If administered, the Auto ACW feature begins working after an agent receives his or her first call. Upon completion of the call, the agent is placed into ACWfor the administered time and then returned to the available stateautomatically. An agent receiving a call from a line...

Using MERLIN II System Features with CMS ANSWERING With a MERLIN II system voice terminal an agent can easily place and answer both outside and intercom calls, set up a conference call, transfer calls, and use the Auto Intercom and Manual Signaling features to contact other people in the MERLIN II s...

Lights Line status Red light steady This is either the line you are now using or the line you will get whenyou lift your handset. Green light steady This is the line that either you or someone else is using. Green light flashing This is the line on which a call iscoming in. Green light flashing This...

CONFERENCING A CALL USING THE MANUAL SIGNALING AND AUTO INTERCOM FEATURES If there is someone whom the agent often needs to call (for example, when the agent needs to call you for assistance), the agent can program an Auto Intercom button for the person. When the agent needs to call the person, he o...

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, the green light nextto the button goes on when you or the other person uses his or her voiceterminal. To 1 To 1 2 3 signal someone in the MERLIN II sy...

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 light next to it is not already on, touch Intercom-Voice. 2 Touch the Auto Intercom button for the intercom number the agent wants to dial. The agent’s voic...

Transferring Calls with Voice Announcement An agent can announce a call before transferring it by following this procedure: 1 Touch Transfer. 2 Touch Intercom-Voice. 3 Touch the Auto Intercom button or dial the intercom number of the person to whom the call is to be transferred. If the agent has a M...

TYPES OF RINGINGSOUNDS PROGRAMMINGPERSONALIZED Pickup button. (For information about how to program a Call Pickup button,see “Programming a Voice Terminal” in this section.) To pick up a call using Call Pickup, the agent must: 1 2 3 4 or 1 2 3 Touch Intercom-Ring or Intercom-Voice. Lift the handset....

RINGING OPTIONS For a digital voice terminal, 1 Touch Shift. 2 Touch Select Ring. You hear the voice terminal’s current ring. 3 Touch Select Ring repeatedly until you hear a ringing 4 To save the selected ringing sound, touch Shift again. sound you like. You can determine whether incoming calls ring...

Overview CMS provides a wealth of Management Information System (MIS) datathrough both on-line and historical reports. They can help you manage yourresources efficiently and keep your costs in line. For instance, you can usereports to forecast staffing needs and determine whether line groups needmor...

Types of CMS Reports The CMS reports are described individually in this order: Daily Agent Split Summary Cumulative Agent Split Summary Daily Split Report Cumulative Split Report Daily Line Group Report Cumulative Line Group Report Events Log Report Daily reports cover one day’s activities from 12:0...

Agent Split Summary DAILY AGENT SPLIT This report provides summary data on each agent in a given split. CMS S U M M A R Y provides an Agent Split Summary for each split. This report can help you: ● Understand the skills of your top performers and transfer those skills to other agents. ● Implement in...

DAILY ACD CALLS OTHER DAILY CALLS ADDITIONAL DATA Num ACD Calls. The number of calls each agent handled while logged into that split. The number includes intraflowed calls and excludesabandoned calls. The number on the summary line is the total number ofACD calls handled by all agents in the split. ...

CUMULATIVE AGENT A Cumulative Agent Split Summary report can be generated for any past SPLIT SUMMARY consecutive period from 2 to 93 days. The information for ACD and other calls as well as additional data will reflect the entire consecutive periodspecified. The column headings are the same as that ...

A typical Daily Split Report appears below. T I M E ACD CALLS Bon Voyage Travel DAILY SPLIT REPORT SPLIT 2: CHARTPeriod: 06/10/88 ACD CALLS OTHER CALLS Avg Num Num Avg Avg Num Num Avg Avg % Speed Calls ACD Flow Flow Talk After Xfr Other Talk Num ACD Serv Time Ans Aband Calls In Out Time Call Calls C...

OTHER CALLS ADDITIONAL DATA FORDAILY CALLS CUMULATIVE SPLIT REPORT BY D A Y ● Avg Talk Time. The average amount of time agents spent connected to each ACD call. The summary line displays the average amount of timeper call, not per agent. ● Avg After Call. The average amount of time agents spent in t...

A typical Cumulative Split Report By Day appears below: CUMULATIVE SPLITREPORT BY HOUR Bon Voyage Travel CUMULATIVE SPLIT REPORT BY DAY SPLIT 2: CHART Period: 06/10/88 - 06/13/88 ACD CALLS OTHER CALLS Avg Num Num Avg Avg Num Num Avg Avg % Speed Calls ACD Flow Flow Talk After Xfr Other Talk Num ACD S...

A typical Cumulative Split Report by Hour appears below. Bon Voyage Travel CUMULATIVE SPLIT REPORT BY HOUR SPLIT 2: CHART Period: 07/11/88 - 07/14/88 ACD CALLS OTHER CALLS Avg Num Num Avg Avg Num Num Avg Avg % Speed Calls ACD Flow Flow Talk After Xfr Other Talk Num ACD Serv Hour Ans Aband Calls In O...

Line Group Report DAILY LINE GROUP This report gives hour-by-hour data for a given line group. It includes data REPORT for every hour that CMS is in Day Service or Night Service mode during the24-hour period the report covers. You can use this information to controlyour expenses for telephone lines,...

ADDITIONAL DATA FOR ● % All Lines Busy. The percentage of time in each hour that all lines in the DAILY CALLS group were simultaneously busy. ● Busiest hours. The three hours with the largest total holding time for ACD calls. The busiest hour is shown first (lower portion of screen), followedby the ...

CUMULATIVE LINE GROUP A Cumulative Line Group Report By Hour can be generated for any REPORT BY HOUR consecutive period from 2 to 93 days. Most of the column headings are the same as for the Daily Line Group Report and the Cumulative Line Group Report by Day. However, the leftmost column head for th...

Events Log Report The Events Log Report lists the 50 most recent exceptions and system messages, along with the date and time they occurred. Depending on how often exceptions and system messages occur in your system, this report may span several days or part of one day. A typical Events Log Report f...

You can use this report to review the following possible problem areas: Split staffing or configuration problems By monitoring the abandoned-call, average-speed-of-answer and oldest-call-waiting exceptions, you can see if you need to add more agents oractivate intraflow during peak hours. Exception ...

How to Generate Reports You can select and print MIS reports whether or not CMS is managing calls. You can print the reports individually, or you can choose to print all the reports (except the Events Log Report) at once. The Events Log Report mustbe printed separately. If you have trouble with your...

3 Press the function key for the report(s) you want to print: For example, if you press [ F2 ] (labeled “Split Report”), the following screen appears: Bon Voyage Travel REPT CMSIIR2 10:33a 08/09 PRINT SPLIT REPORT F1 - Cancel ReportF2 - P r i n t D a i l y R e p o r tF3 - Print Cumulative Report by ...

Bon Voyage Travel REPT CMSIIR2 10:35a 08/09 PRINT SPLIT REPORTS F1 - Cancel Report F 2 - P r i n t D a i l y R e p o r tF 3 - P r i n t C u m u l a t i v e R e p o r t b y D a yF4 - Print Cumulative Report by Hour Select Start Date: 8 / 01 / 88 Select End Date: 8 / 08 / 88 F Cancel F Previous F N e ...

SUMMARY ON GENERATING ALLREPORTS SCREEN MESSAGES 3 Enter the desired date or period, as applicable, and the report will print. To generate all reports, follow these basic steps: 1 From the REPORT MENU, select [ F4 ] (labeled “All Reports”). 2 Press either [ F2 ] (labeled “Daily Report”), [ F3 ] (lab...

Overview Archiving is the process of copying historical data from the hard disk to diskettes. You need to archive data when the hard disk begins to run out of space and you want to save your old files. You should archive data once a month to keep the system running efficiently. This section discusse...

Copying the System Tables File To copy the system tables file, do as follows: 1 If you are not in the cms directory on the hard disk, type c d \ c m s 2 To get into the cmsmgmt directory, type cd cmsmgmt 3 To copy the system tables file for the current date, type copy c:systbls.cms a:syymmdd.cms whe...

GENERATING HISTORICAL If you have transferred old CMS data from the hard disk onto diskettes, you REPORTS may later want a report or a complete set of reports for a particular date. Theprocedures that follow explain how to copy the system tables and data filesfor the date from the diskette onto the ...

RESTORING DATACOLLECTION CONDITIONS Generating Reports The system tables and data for the date(s) you’re interested in should now be in the correct locations on the hard disk. To generate the reports you want, follow the instructions under the heading “How to Generate Reports” in Section 7. Now that...

Overview This section of the manual suggests corrective action for problems that may occur with your CMS. It is organized as follows: Startup Problems. Suggests corrective action for problems the CMS program detects during startup Call Management Problems. Identifies problems that can cause CMS to s...

Startup Problems The information on the following pages identities and suggests corrective action for problems that may occur when you are starting up CMS. The problems are grouped according to the kind of message they cause to appear in the information portion of the Initialization screen, as follo...

ERROR—No Configuration Found. ADMINISTER System. Effect on Call Management: Until this problem is corrected, CMS cannot manage calls, See “Managing Calls if CMS is Disabled” at the end of this section ofthe manual. Possible cause You omitted one ormore steps when youbuilt your shiftconfigurations. C...

ERROR—CU 1 Faulty or Disconnected. CMS Cannot Manage Calls. Status lndicator: CU 1 [flashing) Effect on Call Management: Until this problem is corrected, CMS cannot manage calls. See “Managing Calls if CMS is Disabled” at the end of this section of the manual. Possible cause Corrective action There’...

Warning Messages WARNING—CU 2 Faulty or Disconnected. Status Indicator: CU 2 Effect on Call Management: CMS manages calls somewhat more slowly withoutCU 2. You may notice an increase in abandoned calls during periods ofheavy incoming call traffic until you correct this problem. Possible cause Correc...

WARNING—NO Main Split Assigned to One or More Line Groups. Effect on Call Management: Calls coming in on lines with no main splits assigned to them go unanswered. Possible cause You have not finishedassigning agent splits to line groups. Corrective action From the Initialization screen: 1 Press [ F1...

WARNING—One or More Main or Secondary Splits Has No Agent. Effect on Call Management: If both the main and secondary splits assigned to a line group have no agents, calls coming in on that group of lines will not be answered. If the main split has agents but the secondary split does not, callscoming...

WARNING—Only x Day’s Space Left for Storing History Data. Status Indicator: LoStorage Possible cause There’s room on the hard disk for “x“ days of historical data. Thismessage appears whenthere is room for lessthan ten days’ data. WARNING—Out of Disk Space on Drive C:--NO Storage of History Data. St...

WARNING—Printer Not Ready. Using Prt Sc Key Will Halt CMS. Status Indicator: Don’tPrtSc Effect on Call Management: If you use the [ Prt Sc ] key when this message is displayed, CMS stops managing calls. Possible cause Corrective action The printer is not Make sure that the printer is plugged in and ...

Call Management Problems The information on the following pages identifies and suggests correctiveaction for problems that may occur while CMS is managing calls. Scan thepages to locate the error message or problem description that identifies yourproblem. Then take the recommended corrective action....

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 beep from the PC Effect on Call Management: Until this problem is corrected, CMS cannotmanage calls. See “Managing Calls if CMS is Disabled” at the end o...

PROBLEM: Calls coming in on some lines are not being processed properly by CMS. Possible cause The lines were notproperly administered tothe attendant jacksassigned to the PC. Corrective action To administer the lines, follow the instructions under the heading “Assigning Lines to theCMS (PC) Attenda...

System Errors WHAT THEY MEAN WHAT TO DO While CMS is managing calls, messages beginning with SYSERR may appear on the error line of a status screen and also on the Events Log screen. A SYSERR usually indicates that a CMS file has been damaged. (Forexample, a user may have accidentally deleted a CMS ...

External Alert Problems No warnings or direct adverse effects; however, when exception thresholds are exceeded and this condition continues, CMS does notoperate efficiently. PROBLEM: External Alert does not light when an exception occurs. Possible cause Alert is not connected to port for which it wa...

Printer Problems WARNING—Printer Not Ready. Using Prt Sc Key Will Halt CMS. Status Indicator: Don‘tPrtSc Effect on Call Management: If you use the [ Prt Sc ] key when this message is displayed, CMS stops managing calls. Effect on Data Collection: If CMS stops managing calls, all data collection stop...

Printer Not Ready. (When Printer Ready, Select a Labeled Function Key.) Status Indicator: Don’tPrtSc Effect on Call Management: Same as for previous problem. . Effect on Data Collection: Same as for previous problem. Possible cause The printer is not receiving power. There’s no paper in the printer,...

Agent Problems PROBLEM: An agent is not receiving any CMS calls. Possible cause The agent isn’t using theAvailable and ACW buttons correctly o r the buttons may not have beenprogrammed properly. The agent has not been added to the shift configurationcurrently being used for callmanagement. Correctiv...

Managing Calls if CMS is Disabled If CMS becomes disabled, you and your agents must answer and distribute calls using MERLIN II system features until the problem is solved and CMS resumes managing calls. The following information assumes that you (the supervisor) will act as the administrator/attend...

Square System Every agent’s voice terminal has a separate line button for each CMS line theagent’s split answers. Agents can tell from the lights next to the line buttonswhich lines are ringing, in use, or on hold. They should be able to managethe calls coming into their splits themselves. To manage...

directly. You (the attendant) must answer all CMS calls and transfer them toavailable agents. This requires that you monitor the lights on your voice terminal very closely. To manage calls, do the following: ● Have the agents leave their voice terminals set to “No Ring.” ● Answer all incoming calls ...

Quick Reference Guide to Your PC Keyboard The instructions in this manual refer to the 6300 WGS keyboard. The type ofkeyboard you are using depends on the type of PC to which it is connected. The function keys discussed in this guide are the same on both keyboards. The design differences between the...

Quick Reference Guide to Entering and Editing Data THE PROMPT USING THE KEYS Press [ F1 ] (Cancel Prompt) [ F5 ] (Previous Field) [ F6 ] (Next Field) [ ^ ] + [ > ] < [ > ] (the right arrow key on the numeric keypad) [ < ] (the left arrow key on the numeric keypad) [ F8 ] (Enter Data) E N...

EDITING DATA Follow the instructions in the table below to change entries. USING THE HELP SCREENS To Change a character in a field Add characters at the end of anentry Insert characters in an entry Replace a long entry with a shorterone Do this Move the cursor to the incorrect character and type ano...

Map of Screens for CMS Administration FIGURE 10-3 Map of Screens for CMS Administration CMS MENU START CALL ADMINISTRATION PRINT MANAGEMENT M E N U REPORTS STORED SHIFT AGENT ADMINISTER LINES SET ADMINISTER M A N A G E M E N T DIRECTORY AND LINE GROUPS OPTIONS EXEPTIONS CONFIGURATION AGENT SPLITS LI...

Map of Screens for Call Management FIGURE 10-4 Map of Screens for Call Management CMS MAIN MENU START CALL ADMINISTRATION REPORT MANAGEMENT MENU MENU INITIALIZE STORED SHIFT CONFIGURATIONS SELECT AND INITIALIZE ONE CONFIGURATION AGENT SPLIT DAILY SUMMARY CUMULATIVE SPLIT DAILY REPORT CUMULATIVE BY D...

Overview This glossary defines these sets of expressions used in CMS. ● CMS Terms. Defines key terms used in this manual to describe the setup and operation of CMS. The list includes MERLIN II system terminology. ● CMS Status Screens. Explains the terms used to identify the various statistics presen...

CMS Terms Key words and phrases used in CMS are defined below, AbandonedCall AbandonedCall Threshold ACD (Automatic Call Distributor) ACD Call ACW (after-call-work) State Agent Position Agent Split Alert All-RingOperation Answer Delay A call that comes into CMS but is disconnected by the caller befo...

CMS Status Screens The System Status, Split Status, and Line Status screens provide data that iscontinuously updated to help you monitor your CMS system. The followingterms are used to distinguish between different types of calls: ● Serviced vs. abandoned. These terms distinguish between incoming ca...

SPLIT INFORMATION Lines Total Splits Main Splits Sec Flow Split Agents ACD Agents Avail Agents ACW Agents Out Agents Oth Waiting Num The total number of lines in the group. The number of the main split assigned to the line group. If no main split is assigned, a hyphenappears instead of a number. The...

Waiting Old The following terms Abandon Num Abandon Delay Intraflow In Intraflow Out Calls HandledNum Calls Handled Avg Talk Calls Handled ASA Serv Levl The number of seconds the current oldest call has been waiting to be transferred to an agent in a particular split. Call waiting time includes init...

Split Status Screen AGENT STATUS This section explains the terms used to identify different types of information on the Split Status screen. The statistics presented on this screen are collected on an hourly basis. NOTE: If an agent answers an ACD call and then transfers the call to another agent or...

SPLIT STATUS CALL FLOW INFORMATION ACD Calls The number of ACD calls that the agent did not Rfusd answer. Other Num The number of completed other than ACD calls the agent has made or received. Other AvgTlk The average amount of time (in minutes and seconds) the agent has spent on completed “other” c...

Line Status Screen LINE STATUS This section explains the terms used to identify different types of information on the Line Status screen. The statistics described on this screen are collected on an hourly basis. Grp The letter assigned to the line group. Line The number of the line(s) assigned to ea...

SPLIT STATUS CALL FLOWINFORMATION The top right section of the screen summarizes calls waiting ‘for all splits. Waiting Num The number of calls in a split that are ringing,connected to the delay message, or on holdwaiting for an agent. Waiting Old The number of seconds the current oldest call has be...

CMS Reports This section explains the terms used to identify data in generated from the Report Menu: ● ● ● ● The Daily Agent Split Summary Report shows dataan entire day (midnight to midnight). the CMS reports averaged/totaled over The Cumulative Agent Split Summary Report shows data averaged/totale...

Daily Line Group Report This report provides hour-by-hour data for a given line group, The report shows entries for each hour that the CMS is in either Day or Night Service mode during the 24hour period the report covers. Time ACD CALLSCalls OfferedNight ACD CALLS Calls OfferedDay ACD CALLS Num Call...

BUSlEST HOURS XFR CALLSHold Time Total OTHER CALLS Num OtherCalls OTHER CALLSHold Time Avg OTHER CALLS Hold Time Total % All LinesBusy The total amount of time (to the nearest minute) all lines were held (in use) by transferred calls. The number of “other” calls which seized the linesof the line gro...

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 days. Statistics can be generated for aCumulative Line Group Report to reflect cumulative days or cumulativehours, for each hour that CMS is in either...

Index A Abandoned call threshold, definition of, 4-28ACW, administering, 4-13 – 4-14Administration, starting, 4-3 – 4-4Administrator/supervisor responsibilities, 5-3After-call-work state, 2-2, 2-3, 5-12, 5-13Agent Directory screen, using, 4-21 – 4-23Agent Exceptions, selecting, 4-38 – 4-40 administe...