Call Management System for MERLIN LEGEND™ Communications System Installation and System Programming Guide
Copyright© 1991 AT&T All Rights Reserved Printed in U.S.A. AT&T 585-214-010 Issue 1 October 1991 Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Federal Communications Commission (FCC) Interference Notice This equipment has been tested and found to comply with the limits of a Class A digital device, pursuant to Part 15 of FCC rules.
Contents About This Guide xi Documentation Conventions ■ Related Documents How to Order Documentation ■ Basic Terms and Key Concepts xi xiii xiii xiv Programming the MERLIN LEGEND System for CMS 1-1 ■ 1 Before You Begin A Word About Programming System Programming Telephone Programming Backups ■ Setting Basic System Operating Conditions System Mode System Renumbering Block Renumbering Single Renumbering Transfer Return Time Transfer Audible Extension Status ■ Setting Up Lines, Trunks, and Pools for
Contents Program Loop-Start Lines Program Ground-Start and ISDN PRI Lines ■ Setting Up the Operator Positions Identify CMS Operator Positions Assign CMS Lines, External Alerts, and Loop-Backs to CMS Supervisor Copy Line Assignments to CMS PC Ports Set CMS Supervisor to No Ring Assign Feature Button ■ Setting Up Agent Telephones Remove Non-CMS Lines from Agent Telephones (Key Only—Optional) Set Line Ringing Options Assign Available and ACW Buttons ■ Setting Up the Fallback Plan Assign the Group Coverage Send
Contents Transfer-to-Split Adding a Ghost Module Assigning Primary Coverage Buttons Transfer-to-Queue All-Ring Operation 2 Installing the Hardware 2-1 Hardware Requirements MERLIN LEGEND Hardware CMS Hardware—Required CMS Hardware—Optional ■ Installation Procedures Installing the External Alert Changing the VDC 600 Board DIP Switch Setting Connecting CU1 and CU2 to the MERLIN LEGEND System Connecting the Voice Announcement Unit 570 and 571 Printer Option Changes Installing a View-Only Monitor installing
Contents 4 CMS Programming Basics 4-1 Starting CMS When You Need Help ■ Moving Between CMS Screens ■ Entering and Editing Data Editing Prompt and Function Keys Guidelines for Entering Data Alternate Editing Keys Simple Editing Procedures ■ Leaving CMS 4-1 4-3 4-3 4-5 4-6 4-7 4-8 4-8 4-9 Identifying Agents and Lines 5-1 ■ Getting Started ■ Creating an Agent Directory ■ Programming CMS Lines Adding Lines Identifying Priority Lines Assigning Line Group IDs (Optional) 5-2 5-3 5-6 5-7 5-8 5-8 Building
Contents Programming Call Flow Assigning Main and Secondary Splits Turning Intraflow On/Off (Optional) Setting the Intraflow Threshold (Optional) Setting All-Ring Operation ■ Naming and Saving the Shift Configuration Naming a Split Configuration Saving a Split Configuration ■ Choosing a Start-Up Configuration 6-9 6-10 6-11 6-12 6-12 6-13 6-13 6-14 6-15 Testing CMS 7-1 Startup Test ■ Line Status Test ■ Agent Status Test ■ Voice Announcement Unit Test ■ Intraflow Test 7-2 7-3 7-5 7-6 Customizing CMS 8-
Contents Troubleshooting 9-1 ■ Error Messages ■ Warning Messages ■ System Errors What They Mean What to Do If CMS is Managing Calls Correctly If CMS has Stopped Managing Calls ■ Other Messages ■ Other Problems Call Management Problems Agent Problems External Alert Problems ■ Fallback Plan 9-2 9-7 9-14 9-14 9-14 9-14 9-15 9-16 9-18 9-18 9-21 9-25 9-27 A Guide to CMS Screens A-1 B Upgrade Information B-1 C MERLIN LEGEND CMS Factory Settings C-1 9 viii
Contents GL IN Glossary Index GL-1 IN-1 ix
About This Guide This guide explains how to install, program, and test the Call Management System (CMS) on the MERLIN LEGEND™ Communications System. When you complete the activities in this guide, CMS is ready to manage calls with a primary shift configuration. Additional programming, customization, and fine-tuning are described in the CMS Supervisor’s Guide. When using this guide, refer to the completed MERLIN LEGEND and CMS planning forms.
About This Guide Documentation Conventions Several special symbols and typefaces appear in this guide. For example, keys that appear on your keyboard are shown like this: [F1] (function key F1) [ ] (up arrow) [ ] (down arrow) [ ] (left arrow) [ ] (right arrow) [ ] (tab key) [ ↵ ] (enter key) When two keys must be pressed simultaneously, they appear like this: [ ] + [ ] (press the up arrow and tab key simultaneously).
About This Guide Related Documents Other documents are available to help you setup, use, and maintain CMS with the MERLIN LEGEND system.
About This Guide Document Order Number CMS Planning Guide and Forms Supervisor’s Guide User’s Quick Reference (packages of 15) 585-214-050 585-214-071 585-214-070 MERLIN LEGEND Communications System PBX System Planning Key System Planning System Programming Guide Installation, Programming, and Maintenance System Reference 555-610-113 555-610-112 555-610-111 555-610-140 555-610-110 Basic Terms and Key Concepts Before you begin setting up CMS for the MERLIN LEGEND Communications System, you should be f
About This Guide Agents and Agent Splits Incoming calls are answered by agents who are assigned to 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. There can be 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. Shift Configuration A shift configuration is an arrangement of line groups and agent splits for managing calls.
About This Guide After-Call-Work (ACW) 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 telephones. CMS does not send calls to agents who are in this after-call-work state, but it does keep statistics on them.
About This Guide 3. If no agent is available, CMS waits a certain number of seconds, then answers the call and connects it to a delay message. The length of time CMS waits before answering the call is known as the answer delay. If an agent becomes available at any time during the answer delay interval or during the delay message, the call is transferred to the agent. 4. If no agent has become available and the delay message is finished, CMS puts the call on hold. 5.
Programming the MERLIN LEGEND System for CMS For CMS to work correctly, you must program certain MERLIN LEGEND system settings, features, and options correctly. This chapter includes detailed instructions for completing that programming. How you use this chapter depends on whether you are installing CMS on a new MERLIN LEGEND system or adding CMS to an existing system. If CMS is part of the initial MERLIN LEGEND installation, obtain all the MERLIN LEGEND planning forms.
Programming the MERLIN LEGEND System for CMS Before You Begin The MERLIN LEGEND system planning forms include all the items required for CMS, as recorded during CMS planning. The MERLIN LEGEND forms used for CMS are listed below. Have them available before you start.
Programming the MERLIN LEGEND System for CMS MLX-20L Step 1. Display system programming menu Menu Sysprog Exit PC Type SPM [↵] [↵] [F1] [F5] In the system programming instructions that follow, we assume that you have entered programming mode and are starting from the system programming menu. Refer to the above procedure if necessary. NOTE: Certain programming selections cause the system to restart automatically.
Programming the MERLIN LEGEND Sytem for CMS can restore the original settings from the backup. After completing MERLIN LEGEND programming, backup the MERLIN LEGEND files again. If you are not familiar with the MERLIN LEGEND backup procedure, contact the MERLIN LEGEND system manager or see Chapter 2 of MERLIN LEGEND Communications System Programming. Setting Basic System Operating Conditions Using CMS with the MERLIN LEGEND system requires certain operating conditions.
Programming the MERLIN LEGEND System for CMS 2. Key Specify key mode or hybrid/PBX mode and save entry or Hybrid/PBX Enter [F1] or [F2] [F10] The system will restart System Renumbering System Renumbering includes selecting the type of numbering scheme (2digit, 3-digit, or 4-digit set-up extension numbers) and changing extension numbers from their factory-set values. Selecting a numbering scheme is required; renumbering extensions is optional.
Programming the MERLIN LEGEND System for CMS NOTE: If Form 2a does not show that any extensions are to be renumbered, skip the remainder of this section and continue with “Transfer Return Time.” Refer to the “Renumber To” column of the form to determine if extensions are to be renumbered. Block Renumbering If Form 2a shows the CMS extensions to be renumbered as a consecutive range, or block, renumber the whole block at once by completing the steps below. Refer to Form 2a for the new extension numbers.
Programming the MERLIN LEGEND System for CMS 4. 5. Enter the new 2-digit, 3digit, or 4-digit extension number for the first extension in the block. This number cannot overlap any of the preassigned line, extension, or adjunct numbers. Dial extension Enter Type extension [F10] Exit to System Programming Exit Exit [F5] [F5] Single Renumbering Follow the steps below to renumber a single extension. Refer to Form 2a for the new extension numbers.
Programming. the MERLIN LEGEND System for CMS 4. Enter the new 2-digit, 3digit, or 4-digit extension number. Dial extension. Enter Type extension. [F10] Repeat steps 2-4 for each extension. 5. Exit to System Programming Exit Exit [F5] [F5] Transfer Return Time The Transfer Return Time controls the number of rings that occur before a call is considered “refused” by an agent. For CMS, set the Return Time to as few as three rings or as many as five rings.
Programming the MERLIN LEGEND System for CMS Transfer Audible The Transfer Audible feature defines what a caller hears when his or her call is transferred. For CMS, set this feature to Ringback. Refer to the “Transfer Options” section of Form 6f, System Features. The factory setting is Musicon-Hold. 1. PC MLX-20L Step Audible [F7] [F1] [F3] Display Transfer Audible Options screen Transfer 2. Select Ringback and save entry Ringback Enter [F2] [F10] 3.
Programming the MERLIN LEGEND System for CMS Setting Up Lines, Trunks, and Pools for CMS For CMS to function properly, all CMS lines or trunks must be assigned only to the CMS PC and the CMS supervisor telephone. In addition, you must program CMS channels in T1 lines for ground-start emulation. ISDN Primary Rate Interface (PRI) lines require no special programming for CMS. The following sections give instructions for completing these tasks.
Programming the MERLIN LEGEND System for CMS — For logical IDs 41-60 Lines 41-60 [F3] — For logical IDs 61-80 Lines 61-80 4. Remove each CMS trunk, external alert, and loop-back from the pool Press line button for each trunk until red LED is off [F4] Press function key for each trunk until letter “R” is erased 5.
Programming the MERLIN LEGEND System for CMS Step 1. PC Display Assign Lines/Trunks screen Extensions LinesTrunks [F6] [F1] Identify the first extension number and save entry Dial number Enter Type number [F10] — For logical IDs 1-20 Lines 01-20 [F1] — For logical IDs 21-32 Lines 21-40 [F2] 4. Remove lines from telephone Press line button for each line until green LED is off Press function key for each line until letter “G” is erased 5.
Programming the MERLIN LEGEND System for CMS Program T1 Lines If the MERLIN LEGEND system has 100D (DS1) modules with T1 lines to be used by CMS, you must specify the emulation for each T1 channel. Channels used for CMS must be programmed for ground-start emulation. To identify DS1/T1 lines, refer to the “Jack Type” column on Form 2c, System Numbering—Trunk Jacks. NOTE: Other channels in a T1 line not assigned to CMS may have other emulations. 1.
Programming the MERLIN LEGEND System for CMS Repeat for each channel Exit to System Program- 5. ming Exit Exit [F5] [F5] Program Loop-Start Lines If the Central Office of the local telephone company sends a reliable disconnect signal for loop-start lines, program the system to recognize the signal. Refer to the top of Form 2c, System Numbering—Trunk Jacks. Step MLX-20L PC 1. Display Loop Start Disconnect screen Lines Trunks TT/LS Disc LS Disconnect [F4] [F3] [F2] 2.
Programming the MERLIN LEGEND System for CMS Setting Up the Operator Positions CMS requires three operator positions—two for the CMS PC (ports CU1 and CU2) and one for the CMS supervisor. All CMS lines or trunks, external alerts, and loop-backs are assigned to these positions. The following sections give instructions for setting up these three positions. Identify CMS Operator Positions Identify three analog DLC operator positions. The two CMS PC positions (CU1 and CU2) must be on the same analog module.
Programming the MERLIN LEGEND System for CMS Assign CMS Lines, External Alerts, and Loop-Backs to CMS Supervisor Before assigning all CMS outside lines or trunks—including those used for CMS external alerts and loop-backs—to line buttons on the CMS supervisor’s telephone, remove any non-CMS lines or trunks that have defaulted to the extension. The following procedure gives instructions for completing these two tasks. To identify CMS lines or trunks, refer to Form 2c, System Numbering—Trunk Jacks.
Programming the MERLIN LEGEND System for CMS 4. Remove non-CMS lines/trunks from line buttons Press line button for each line/trunk until green LED is off Press function key for each line/trunk until letter “G” is erased 5. Assign CMS lines/trunks to line buttons in the order they appear on Form 5a Press line button for each line/trunk until green LED is on Press function key for each line/trunk until letter “G” appears 6.
Programming the MERLIN LEGEND System for CMS 3. 4. 5. Enter the CU1 extension and save entry Enter the CU2 extension and save entry Exit to System Programming Dial number Enter Type number [F10] Enter Type number [F10] Exit Exit Exit [F5] [F5] [F5] Dial number Set CMS Supervisor to No Ring Although the CMS supervisor should have access to all CMS lines or trunks, they should not ring at the telephone. To prevent the lines from ringing, set the supervisor’s console to No Ring.
Programming the MERLIN LEGEND System for CMS Assign Feature Button The Feature button lets the CMS supervisor use MERLIN LEGEND features by pressing Feature and dialing a code. To program a Feature button, complete the following steps through centralized telephone programming. (If desired, you can program this button directly at the phone.) Note that the Feature button must be assigned to button 34. PC MLX-20L Step 1. Display Centralized Programming screen More Cntr-Prg [PgUp] [F4] 2.
Programming the MERLIN LEGEND System for CMS Setting Up Agent Telephones The next step in programming the MERLIN LEGEND system for CMS is to prepare each CMS agent’s telephone. CMS requires certain operating conditions and button assignments on agent telephones, as described in this section. To program additional telephone features not required by CMS, see MERLIN LEGEND Communications System Programming.
Programming the MERLIN LEGEND System for CMS IMPORTANT You cannot copy line assignments between operator and non-operator phones. (See step 6.) PC MLX-20L Step 1. Display Assign Lines/Trunks screen Extensions LinesTrunks [F6] [F1] 2.
Programming the MERLIN LEGEND System for CMS 8. Enter the next agent extension number and save entry Enter Type number [F10] Exit Exit Exit [F5] [F5] [F5] Dial number Repeat for each extension 9. Exit to System Programming Set Line Ringing Options All CMS calls come to agents over the extension/system access (SA) button. To ensure that these calls ring immediately, set the extension button (for key mode) or system access button (for hybrid/PBX mode) on each agent phone to Immediate Ring.
Programming the MERLIN LEGEND System for CMS 3. 4. If applicable, select a personal line/pool button and enter No Ring feature code Press line/pool button Press line/pool button Exit Slide T/P switch to center position [Feature] ❑ * 3 ❑ 5 ❑ * ❑ 5 3 ❑ ❑* ❑ 0 ❑ 0 ❑ Assign Available and ACW Buttons Assign each agent’s telephone an Available and an ACW button to report the agent’s status to the system.
2 Programming the MERLIN LEGEND System for CMS Setting Up the Fallback Plan IMPORTANT The fallback plan supports up to 20 agents at a time. If more than 20 agents must be included in fallback operation at one time, there must be a second CMS supervisor to act as the Group Call Coverage sender. Setting up the fallback plan for two supervisors requires additional planning. Contact the AT&T Account Manager or AT&T Authorized Dealer if necessary.
Programming the MERLIN LEGEND System for CMS This section gives instructions for setting up the fallback plan. Have available MERLIN LEGEND Form 6d, Group Coverage, Form 6e: Group Calling, and Form 5a, Direct Line Console (DLC)—Analog. Assign the Group Coverage Sender Program the CMS supervisor telephone to be a Group Coverage sender. The receiver, or target, for this sender is the calling group made up of CMS agent telephones. Refer to Form 6d, Group Coverage for the group number. PC MLX-20L Step 1.
Programming the MERLIN LEGEND System for CMS NOTE: The Group Calling Line/Pool Assignments must be empty for the fallback calling group. If they are not, fallback cannot be disabled. MLX-20L Step 1. Display Group Calling screen 2. Identify the calling group and save entry Extensions More Grp Calling Members [F6] [PgUp] [F4] [F9] Dial group extension number Type group extension number [F10] Enter 3.
Programming the MERLIN LEGEND System for CMS Set the Calling Group to Auto Logout Program the fallback calling group for Auto Logout (the factory setting). Refer to the back of Form 6e, Group Calling for the setting. MLX-20L Step PC 1. Display Group Calling Group Type screen Extensions More Grp Calling More Group Type [F6] [PgUp] [F4] [PgUp] [F1] 2. Identify the group and save entry Dial group extension number Enter Type group extension number [F10] 3.
Programming the MERLIN LEGEND System for CMS Step MLX-20L PC 1. Display Group Calling screen Extensions More Grp Calling Grp Coverage [F6] [PgUp] [F4] [F3] 2. Identify the calling group and save entry Dial group extension number Type group extension number [F10] Enter 3. 4.
Programming the MERLIN LEGEND System for CMS 3. Exit Slide T/P switch to center position Set Group Coverage Delay The Group Coverage Delay feature controls how soon calls are sent from Group Coverage senders to receivers. The factory setting is three rings. Refer to the top of Form 6d, Group Coverage, for the new setting. NOTE: Changing the Coverage Delay setting affects all coverage groups on the MERLIN LEGEND system. PC MLX-20L Step 1.
Programming the MERLIN LEGEND System for CMS . Setting Up Optional Equipment and Features The MERLIN LEGEND programming up to this point was required for CMS. This section describes programming that is optional, depending on how CMS is to be used. These optional items are recorded on the planning forms. Headsets Headsets allow the CMS supervisor and agents to receive and make calls without using a handset. The type of headset used depends on whether it is connected to an analog phone or an MLX phone.
Programming the MERLIN LEGEND System for CMS Analog Telephone Step 1. Enter programming mode Slide the T/P switch to the P (program) position 2. Select and assign a button Press the button 3. Exit Slide T/P switch to center position 5 ❑ 4 ❑* ❑7 ❑ MLX Headsets To use a headset on an MLX telephone, you must assign a Headset Hangup and a Headset Status button. In addition, you can assign a Headset AutoAnswer and a Headset/Handset Mute button.
Programming the MERLIN LEGEND System for CMS 4. Select and assign a Headset Hangup button Press the button Enter 1 7 ❑ 8 ❑ ❑* ❑ 5. Select and assign a Headset Status button Repeat Step 3, then press a button Enter 7 ❑ 8 ❑ 2 ❑* ❑ Press [Shift] + the function key for the button [F10] 7 ❑ 8 ❑ 1 ❑ * ❑ Repeat Step 3, then press [Shift] + the function key for a button [F10] 8 ❑ 2 7 ❑ ❑ * ❑ 6.
Programming the MERLIN LEGEND System for CMS Agent Assist Button If requested, assign an Agent Assist button to agent telephones. The Agent Assist button uses the MERLIN LEGEND Manual Signaling feature to enable an agent to signal the CMS supervisor directly for assistance. For the button assignment, refer to Form 4a, Analog Multiline Telephone and Form 4b, Digital/lSDN (MLX) Telephone. MLX Analog Step 0 ❑ 0 ❑ 1. Enter programming mode Slide the T/P switch to the P (program) position [Feature] 2.
Programming the MERLIN LEGEND System for CMS Step 1. 2. 3. MLX-20L Display Group Page screen Identify the paging group and save entry Assign extensions to paging group PC Extensions More Group Page [F2] Dial extension number or logical ID Type extension number or logical ID Enter [F10] Dial extension, slot and port, or logical ID Enter Type extension, slot and port, or logical ID [F10] Exit Exit [F5] [F5] [F6] [PgUp] Repeat for each extension in the group 4.
Programming the MERLIN LEGEND System for CMS Barge-In The Barge-In feature lets the CMS supervisor join a call to assist CMS agents. To program a Barge-in button, you must complete the following steps through centralized telephone programming. PC MLX-20L Step 1. Display Centralized Programming Screen More Cntr-Prg [PgUp] [F4] 2.
Programming the MERLIN LEGEND System for CMS Step MLX-20L PC 1. Display Centralized Programming screen More Cntr-Prg [PgUp] [F4] 2. Select the CMS supervisor’s extension Dial extension number Enter Start Type extension number [F10] [F10] — For buttons 1-20 Page 1 [F6] — For buttons 21-34 Page 2 [F7] Select and program a button with the group number Press the button press [Shift] + the function key for the button [F10] 3. 4.
Programming the MERLIN LEGEND System for CMS Step PC MLX-20L 1. Display Centralized Programming screen More Cntr-Prg [PgUp] [F4] 2. Select the CMS supervisor’s extension Dial extension number Enter Start Type extension number [F10] [F10] Page 1 Page 2 [F6] [F7] Press the button Press [Shift] + the function key for the button [F10] 3. 4. 5. 6. 7.
Programming the MERLIN LEGEND System for CMS Transfer-to-Split The Transfer-to-Split feature allows agents to transfer calls from one split to another using various MERLIN LEGEND features. CMS does not keep historical records of calls transferred using Transfer-to-Split. An alternate transfer method is Transfer-to-Queue, which requires additional hardware and does maintain historical records (see page 1-40).
Programming the MERLIN LEGEND System for CMS 2. 3. Select one of the following module types: — 408LS [F1] — 008ATL [F7] — 008NT2 [F8] Enter and save the slot number. Use the slot number displayed, which is the first available slot.
Programming the MERLIN LEGEND System for CMS Transfer-to-Queue The Transfer-to-Queue feature allows agents to transfer calls from one split to another. This feature uses a hardware loop-back arrangement that allows CMS to maintain complete historical records on the new call. MERLIN LEGEND programming includes setting up a calling group of tip/ring extensions and assigning Auto Login for the calling group. Refer to Form 6e, Group Calling for the group number and tip/ring jack IDs. Step 1. 2.
Programming the MERLIN LEGEND System for CMS 7. Select Auto Login Auto Login Enter [F1] [F10] 8. Exit to System Programming Exit Exit Exit [F5] [F5] [F5] All-Ring Operation All-Ring operation causes all phones in an agent split to ring when a call comes to that split. The MERLIN LEGEND programming for All-Ring operation is the same as the programming for Transfer-to-Split. If you have already programmed the system for a Transfer-to-Split ghost station, you do not need to add another one.
Installing the Hardware After programming the MERLIN LEGEND system for CMS, your next step is to install the CMS hardware. Certain pieces of hardware are required, such as the CMS PC with a CMS interface card. Other hardware is optional depending on the customer’s needs. For example, a business may need external alerts or loop-backs for using Transfer-to-Queue. This chapter first lists all the CMS hardware, both required and optional. It then lists the steps you complete for installing the hardware.
Installing the Hardware MERLIN LEGEND Hardware The MERLIN LEGEND system supports a variety of analog, digital, and basic telephone modules. That hardware is described in the MERLIN LEGEND system documentation and will not be repeated. However, for CMS to work with the MERLIN LEGEND system, a certain hardware configuration is required: ■ System programming console or PC (running SPM) for programming the MERLIN LEGEND system.
Installing the Hardware Table 2-1. Required CMS Hardware Description Item PC AT&T 6300 WGS, 640KB RAM, 3.5-inch floppy disk drive, and 30MB hard disk drive Note: CMS also runs on the AT&T PC 6300, AT&T 6300 Plus, AT&T 6286 WGS, AP PLUS, and AP2+.
Installing the Hardware Printer Cable Parallel printer cable CMS Supervisor Telephone MERLIN® II Attendant Display Console Agent Phones Any analog or MLX telephones supported by the MERLIN LEGEND system CMS Hardware-Optional Table 2-2 lists the optional hardware for CMS. Where multiple pieces of equipment appear in the Description column, any one of them is acceptable. Table 2-2.
Installing the Hardware — External alert deluxe chime SPIRIT® Alerter Interface Multiple ViewOnly Monitor — AT&T Model 324 monochrome VGA monitor — AT&T Model 329D color VGA monitor Video splitter Video cabling Note: Works only with PCs that support VGA graphics. Automated Attendant Automated Attendant is provided through Dedicated Automated Attendant (DAA), IS-II AUDIX® Voice Power (AVP), or IS-II AUDIX Voice Power/Automated Attendant (AVP/AA).
Installing the Hardware Installation Procedures IMPORTANT: Read this section carefully before beginning to install the equipment. Gather all equipment, tools, and source documents before starting. Installing CMS for the MERLIN LEGEND system includes configuring the MERLIN LEGEND system for CMS, assembling and connecting the CMS PC and phones, and installing optional equipment. This section first lists the general procedures in the order you should perform them (Table 2-3).
Installing the Hardware 3. Install CMS external alert and alert interface (if applicable). Source: Page 2-9 in this guide. 4. Assemble and install the CMS supervisor telephone and agent telephones. Source: MERLIN LEGEND Communications System Installation, Programming, and Maintenance. 5. Install the CMS interface card in the CMS PC. Source: Call Management System Installation Guide. 6.
Installing . the Hardware 12. Change the printer options to accommodate CMS (570 and 571 printers only). Source: Page 2-15 in this guide and the printer manual. 13. Install music on hold or Magic on Hold unit and music-on-hold coupler (if applicable). Source: Installation instructions for the MOH unit and coupler. 14. Install headset adapters and headsets (if applicable). Source: Installation instructions for the headset. 15. Install multiple view-only monitors (if applicable).
Installing the Hardware Installing the External Alert The CMS external alert is an optional device that indicates when an undesirable situation affecting a split or line group has occurred. Unlike alerting devices for the MERLIN LEGEND system, the CMS alert connects to a dedicated line jack on the MERLIN LEGEND control unit through a SPIRIT CS Alerter Interface and is the only alert that can be used to monitor CMS exceptions.
Installing the Hardware 7. Plug the alerter interface into the AC outlet. 8. Test the external alert at the CMS supervisor console by selecting the line button assigned to the alert and lifting the handset. The alert should activate. If it does not, refer to Chapter 9, “Troubleshooting.” Figure 2-1 shows a CMS external alert connected to the MERLIN LEGEND system with a SPIRIT CS Alerter Interface.
Installing the Hardware Changing the VDC 600 Board DIP Switch Setting IMPORTANT: This procedure is required only for the 6300 WGS and 6286 WGS with VGA graphics. Configure the VDC 600 board (video controller board) for 8-bit video memory data path and 8-bit BIOS. The DIP switches for the board are visible on the back of the PC. To configure the board, complete these steps: 1. Turn PC off, if it is on, and wait for the hard disk to stop spinning. 2. Turn the PC to show the DIP switches on the VDC 600 card.
Installing. the Hardware Connecting CU1 and CU2 to the MERLIN LEGEND System The connection between the CMS PC and the MERLIN LEGEND system uses the two ports (CU1 and CU2) on the CMS interface card and two DLC operator jacks on the MERLIN LEGEND control unit. The DLC operator ports used for CMS must be on the same analog module. Refer to Form 2a, System Numbering—Station Jacks, for the jacks assigned to CU1 and CU2.
Installing the Hardware To operator port 18 CU1 To Operator port 22 CU2 Figure 2-3.
Installing the Hardware Connecting the Voice Announcement Unit The voice announcement unit (VAU) connects to the CMS PC through the “AUX” port on the CMS interface card. Use the 14-foot cord with the DIN connector included with the CMS interface card to complete the connection. To connect the VAU to the CMS PC, complete these steps: 1. Turn the PC to show the three jacks on the CMS interface card. 2. Plug the 14-foot cord for the VAU into the jack labeled “AUX” on the interface card. 3.
Installing the Hardware 570 and 571 Printer Option Changes If the CMS is using the AT&T 570 or 571 printer, some of the default options must be changed. The correct option settings for these printers are shown in the following table. All the other options should retain the factory settings for MS-DOS operation. Refer to the printer guide for instructions on how to change these settings. Option Required Setting AUTO CR CR + LF BUF.
Installing the Hardware 5. Plug the video splitter into an AC outlet not controlled by a switch. Figure 2-5 shows the connection between the video splitter, the PC, and the two monitor cables. To video port To AC outlet To monitor 1 To monitor 2 Figure 2-5.
Installing the Hardware To install a loop-back, complete these steps: 1. Insert the modular plug on one end of the cord into a tip/ring Station jack. 2. Insert the modular plug on the other end of the cord into a loop-start line jack. 3. Repeat for each loop-back. Figure 2-6 shows a loop-back. Power Supply loop-start jacks modular cords tip/ring jacks Figure 2-6.
Installing the Software After the hardware is installed, you install the CMS software next. This task ® includes installing the MS-DOS operating system and the CMS program software. This chapter gives instructions for installing both types of software. Before installing the CMS software, make sure that CMS will be working on a hard disk dedicated exclusively to running the CMS program and storing CMS reports. The CMS PC cannot be used for MERLIN LEGEND system programming or any other applications.
Installing the Software Installing MS-DOS Before installing the CMS software, you must install the MS-DOS software. For a new system, installation includes formatting the hard disk, installing MS-DOS, and setting the date and time. For an upgrade, installation requires only installing MS-DOS 3.3, if necessary. To install MS-DOS, complete the following steps. Have the MS-DOS manual that came with the PC available for reference.
Installing the Software Installing the CMS Software CMS is provided on two types of diskettes: ■ Two 5.25-inch floppy diskettes, for use with the AT&T PC 6300 WGS and AT&T PC 6300. ■ One 3.5-inch diskette, for use with the AT&T 6286 WGS. Two sets of the CMS software are included—one working copy and one backup copy. Use the working copy for installing the software. Store both the working and backup copies in a safe place.
Installing the Software Additional messages appear in the lower area of the screen. For example, ****Installation Now in Progress. Please wait... often appears on the screen during the installation process.
Installing the Software ****Insufficient Disk Space for CMS. An additional xxxK is required. Delete Old Files and Try Installation Again. where xxx is the amount of additional space required. Once the installation program has copied all the CMS programs and files onto the hard disk, this message appears on the screen: ****Call Management System Successfully Installed The CMS program returns control to MS-DOS and the A> prompt appears. 5.
CMS Programming Basics Once the CMS hardware and software are installed, you are ready to begin programming CMS. This chapter and the next two chapters cover the programming necessary to get CMS up and running with a single shift configuration. Further programming is covered in the CMS Supervisor’s Guide. This chapter describes the basics of CMS programming, including starting CMS, moving between CMS screens, entering data, editing data, using the help screens, and leaving CMS.
CMS Programming Basics To start CMS and display the CMS Main Menu: 1. Turn on the computer. CMS starts automatically from the autoexec.bat file, and displays the CMS Main Menu (Figure 4-1). 2. To select an item from the Main Menu, press the appropriate function key (for example, [F4] to program, or administer, CMS). Bon Voyage Travel CMS C A L L FOR THE M A N A G E M E N T AT&T (c) MERLIN 1991 by S Y S T E M LEGEND CMS R3.
CMS Programming Basics When You Need Help Any time you need more information about using CMS, the on-line help screens are available. To see a help screen from any CMS screen, press [F10] (Help). A help screen that describes the screen or the prompt appears. To exit a help screen and return to the previous screen, press any key. Note that 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.
CMS Programming Basics Bon Voyage Travel Split 1 PERS 2 CHART ADMIN CMS R3.
CMS Programming Basics Entering and Editing Data You can enter and edit data only on certain CMS screens. These screens display the data entry prompt and the editing function keys. For example, the Shift Configuration screen shown in Figure 4-2 is not an editing screen. If we press [F2] (Line Groups) on that screen, CMS highlights the Line Groups section of the screen with a box (Figure 4-3). ADMIN CMS R3.
CMS Programming Basics ADMIN CMS R3.
CMS Programming Basics . The editing function keys for this screen and all editing screens are: F Cancel 1 Prompt F Previous 5 Field F Next 6 Field F Enter 8 Data To enter data at the prompt, simply type in the entry for the field where the cursor is located. To move to the next prompt field, press [F6] . To save the entry and return to the normal function keys, press [F8] . To cancel the prompt at any time and return to the normal function keys, press [F1] .
CMS Programming Basics Alternate Editing Keys In addition to the editing function keys, other keys perform some of the same tasks. Table 4-1 shows these alternate keys. Table 4-1. CMS Editing Keys Press To Or [F1] [Delete] [F5] [ ] +[ ] [F6] [ ] [F8] [ ↵] Cancel a prompt. Move to the beginning of the previous field. Move to the beginning of the next field. Indicate you have finished your response. Simple Editing Procedures After you have entered data, you may need to change the entries.
CMS Programming Basics Replace a long entry with a shorter entry Type over the characters you want to change, then press 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”: 1. Move the cursor to “s” 2. Type “e” 3. Press the space bar. The letters “eph” disappear. Leaving CMS You can leave CMS at any time by using the function keys.
Identifying Agents and Lines The first step in setting up CMS is to identify the agents and lines. To identify CMS agents, create an Agent Directory, based on the completed Agent Directory Planning Form. Each agent’s entry in the directory includes his or her name and ID. Identifying the CMS lines includes adding lines to CMS, designating priority lines and assigning line group IDs. The CMS lines, priorities, and IDs are listed on the Line Group Planning Form.
Identifying Agents and Lines Getting Started The options for programming agents and lines appear on the Administration Menu (Figure 5-1). To display this menu from the CMS Main Menu, press [F4] (Admin CMS). ADMIN CMS R3.
Identifying Agents and Lines Creating an Agent Directory The agent directory is the master list of all CMS agents. Each agent entry includes the first name, last name, and unique ID of up to five characters. The ID identifies the agent for making changes to the directory and in all exception messages. To create an agent directory, display the Agent Directory screen by pressing [F2] (Agent Directory) on the CMS Administration Menu. If this is an initial installation, the screen is blank (Figure 5-2).
Identifying Agents and Lines Refer to the completed Agent Directory Planning Form for a list of all agents. Complete the following steps to create the Agent Directory. 1. Press [F2] (Agent Directory) on the Administration Menu. The Agent Directory screen appears. For an initial installation, the directory is blank (see Figure 5-2). 2. To add an agent, press [F1] (Add Agent).
Identifying Agents and Lines 6. When you have entered all the agents, press [F8] (Admin Menu) to return to the Administration Menu. ADMIN Bon Voyage Travel CMS R3.
Identifying Agents and Lines Programming CMS Lines The Line Groups Planning Form identifies the CMS system lines and line groups as well as any priority lines used for CMS. This section gives procedures for adding lines to CMS, identifying priority CMS lines, and assigning CMS line group IDs. To program the lines and line groups, display the Administer Lines and Line Groups screen by pressing [F3] (Lines/Groups) on the CMS Administration Menu.
Identifying Agents and Lines The following sections give instructions for adding lines, identifying priority lines, and assigning line group IDs. When you finish programming the CMS lines, press [F8] (Admin Menu) on this screen to return to the Administration Menu. Adding Lines At initial setup, you must enter each CMS line (including external alerts and transfer-to-queue loop-backs) on this screen. To add a line: 1. Press [F1] (Add Line) on the Administer Lines and Line Groups Screen.
Identifying Agents and Lines Identifying Priority Lines Calls on priority lines are answered before other calls in the same line group. For any lines identified as priority lines on the Line Groups Planning Form, complete the following steps. 1. Press [F6] (Change Priority). The editing function keys replace the screen’s function keys, and the following prompt appears on the prompt line: CHANGE PRIORITY: Line ID:______ 2. Enter the ID of the priority line.
Identifying Agents and Lines 3. To save the entry, press [F8] (Enter Data). The prompt disappears, the screen’s function keys replace the editing function keys, and the line group ID you entered appears on the screen. 4. Repeat steps 1 through 3 for each line group. Figure 5-5 shows a completed Line Groups screen. ADMIN CMS R3.
Building a Shift Configuration The next step in setting up CMS is to build an initial shift configuration. Building a shift configuration includes selecting the configuration, assigning an ID and agents to each split, programming call flow, programming intraflow, setting AlI-Ring operation (if applicable), and naming the configuration. The Agents Splits Planning Form and the Shift Configuration Planning Form contain the information you need to complete these tasks.
Building a Shift Configuration Getting Started To start building a shift configuration, display the Stored Shift Configurations by pressing [F1] (Config List) on the Administration Menu. If this is an initial installation, the screen shows all the shift configurations as UNUSED (Figure 6-1). Once you build and name a shift configuration, the name appears on this screen. The function keys identify the tasks you can complete from this screen, as described in the following sections.
Building a Shift Configuration Selecting a Configuration The first step in building a shift configuration is to select the configuration. For an initial installation, select the first UNUSED configuration from the Stored Shift Configurations screen. 1. Press [F1] (Select Config). The editing function keys replace the screen’s function keys, and the following prompt appears: SELECT CONFIGURATION : Config #:_ 2. Enter the number of the configuration.
Building. a Shift Configuration ADMIN CMS R3.0 8:00p 03/04 Bon Voyage Travel Split AGENT SPLITS —Agent— ❘ Pos ID ❘ Split ❘— A g e n t —❘ Pos ID LINE GROUP OPTIONS Num Answer Force Auto Group Lines Delay Delay ACW CALL FLOW ❘—Splits—❘ Intra Gp Main Sec Flow Flow All Spl Thresh Ring Configuration #1 - F Splits 1 F Line 2 Groups F Call 3 Flow F Clear 5 Agents F Config 7 List F10 - Help F Admin 8 Menu Figure 6-2.
Building a Shift Configuration 1. From the Configuration screen, press [F1] (Splits) to highlight the Agent Splits screen for Configuration 1. Figure 6-3 shows a completed Agent Split screen. 2. Press [F6] (Change Split ID). The editing function keys replace the screen’s function keys, and the following prompt appears on the prompt line: CHANGE SPLIT ID: Split #:__ 3. Enter a split number and a split ID. 4. To save the entry, press [F8] (Enter Data).
Building a Shift Configuration Bon Voyage Travel Split 1 PERS 2 CHART ADMIN CMS R3.
Building a Shift Configuration Programming Line Group Options The next step in programming the shift configuration is to set options that affect line groups. These options include Answer Delay, Force Delay, and Auto ACW. Refer to the CMS Options Planning Form for the settings for these options. If no settings are indicated, retain the factory settings. To program the line group options: 1.
Building a Shift Configuration 2. To change the Answer Delay, press [F1] (Answer Delay). The editing function keys replace the screen’s function keys, and the following prompt appears on the prompt line: ANSWER DELAY : Group Letter:_ _ How Many Seconds:___ 3. Enter the group letter and the number of seconds for the delay to be in effect. 4. Press [F8] (Enter Data) to save the entry.
Building a Shift Configuration 11. Enter the group letter and the number of seconds for the ACW to be in effect. 12. Press [F8] (Enter Data) to save the entry. The prompt disappears, the screen’s function keys replace the editing function keys, and the new answer delay time appears for the group letter you specified. 13. Repeat steps 10 through 12 for other line groups. For more information on the line group options, see “Assigning Line Group Options” in chapter 3 of the CMS Supervisor’s Guide.
Building a Shift Configuration DAY Bon Voyage Travel AGENT SPLITS —Agent— ❘— A g e n t —❘ ❘ Pos ID ❘ Split Split Pos ID 37 IKE 3 CORP 1 PERS 16 TOM 39 TINA 17 CLIFF 40 DIANA 19 ERNIE 4 SUPPT 42 RON 21 DEB 43 NANCY 23 BOB 24 SHERM 5 6 25 WALT 2 CHART 27 BEN 28 SAM Gp 29 NORM A 31 DI B 32 CARLA C 33 BJ D 35 MAX CMS R3.
Building a Shift Configuration 2. Enter the information for a line group. If no secondary split is identified, type a hyphen in that field. 3. Press [F8] (Enter Data) to save the data. The prompt disappears, the screen’s function keys replace the editing function keys, and the information you entered appears on the screen. 4. Repeat steps 1 through 3 for each line group. Turning Intraflow On/Off (Optional) The initial setting for intraflow is off for each line group.
Building a Shift Configuration Setting the Intraflow Threshold (Optional) The initial setting for the intraflow threshold is 30 seconds for each agent split. To change the intraflow threshold for an agent split: 1. Press [F3] (Set Thresh). The editing function keys replace the screen’s function keys, and the following prompt appears on the prompt line: SET INTRAFLOW THRESHOLD: Split #_ Threshold (Seconds):_____ 2. Enter the split’s number and the number of seconds for the threshold. 3.
Building a Shift Configuration CHANGE ALL-RING OPERATION: Split #:_ 2. Enter the number of a split assigned All-Ring operation. 3. Press [F8] (Enter Data) to save the entry. The prompt line disappears, the screen’s function keys replace the editing function keys, and the split’s All-Ring setting on the Call Flow screen changes from Off to On. 4. Repeat steps 1 through 3 for each split assigned AlI-Ring operation.
Building a Shift Configuration 3. Enter the configuration’s number and the new configuration name. 4. Press [F8] (Enter Data) to save the name. The prompt disappears, the screen’s function keys replace the editing function keys, and the new name for the shift configuration appears on the screen. NOTE: You cannot rename a configuration labeled UNUSED. You must select the configuration first, then either build it or go back to the Configuration List (Config List) to rename it.
Building a Shift Configuration 5. Press [F8] three times to exit to DOS (from the CMS Main Menu). The c> prompt should appear. NOTE: If you exit the Administration Menu without saving the shift configuration changes, a series of prompts ask if you want to save the entries you made in the configuration. 6. Insert the diskette labeled “CMS Backup” into disk drive A and enter the following commands from the c\ > prompt: cd \cms\cmsmgmt copy shift*.cms a:\cms\cmsmgmt copy systbls*.
Building a Shift Configuration The Initialization screen (Figure 6-6) appears while the system completes the Start-Up Test. DAY Bon Voyage Travel CMS R3.0 8:09p 03/04 INITIALIZATION IN PROGRESS . . . SELECT CONFIGURATION STORED SHIFT CONFIGURATIONS 1 2 3 4 5 6 - DAY UNUSED UNUSED UNUSED UNUSED UNUSED SELECT CONFIGURATION: Config #: F Cancel 1 Prompt FPrevious F Next 6 Field 5 Field F Enter 8 Data Figure 6-6.
Testing CMS Before starting Call Management, you should test the system. Five tests, listed below, ensure that all parts of CMS are working correctly. For some of the tests, you need an additional person. Startup Test verifies that the CMS hardware and software are correctly installed and that one shift configuration is ready to handle calls. Line Status Test verifies that the lines assigned to CMS are correctly identified and programmed.
Testing CMS Startup Test The Startup Test is the sequence of steps CMS goes through each time the system starts up. By performing this test now, you can discover and eliminate any startup problems without having to postpone the scheduled time for CMS to start managing calls. To perform the Startup Test: 1. Turn on the PC. The CMS Main Menu appears. 2. Press [F1], (Start Call Mgt). The Initialization screen appears, which displays a list of stored shift configurations.
Testing CMS Line Status Test The Line Status Test verifies that the lines assigned to CMS are correctly identified and programmed. It compares the CMS supervisor console with the CMS PC Line Status screen to confirm that they are the same. IMPORTANT: Line assignments to both extension numbers assigned to the CMS PC (CU1 and CU2) must be identical. IMPORTANT: If you are not familiar with MERLIN LEGEND system programming, get help with this test from someone who is.
Testing CMS c. Press the Speaker button again (or hang up the handset). The line’s status, as shown on the Line Status screen, changes from Cnct to Idle. d. Repeat steps 3a through 3c for each CMS line. Each line’s status should change from Idle to Cnct and back to Idle as you perform steps 3a through 3c. 4. At the back of the CMS PC, reverse the connections to CU1 and CU2 on the CMS card. 5. Repeat steps 3a through 3d.
Testing CMS b. Reassign the lines in the exact order indicated on the Line Button Planning Form. Return to the CMS Main Menu to complete the Agent Status Test. Agent Status Test . The Agent Status Test verifies that CMS is correctly recording and displaying information about agent activity. You need one other person to act as an agent during this test. To perform the Agent Status Test: 1. Start CMS managing calls and press [F3] (System Status). 2.
Testing. CMS 5. Have the agent stay on the line beyond the Abandoned Call Threshold (the number of seconds in the Abandon Delay column) and then hang up. The number for the agent’s split in the Calls Handled Num column increases by one. 6. Make another call to the same number, but this time -you and the agent hang up as soon as the agent answers the call. The number for the agent’s split in the Abandon Num column increases by one.
Testing CMS You should hear ringing followed by the delay message. If you don’t hear the message: ■ Make sure the voice announcement unit is connected to the CMS PC as described on page 2-14. ■ Make sure the message is recorded and the unit is set and turned on as described in the documentation that came with the unit. At the conclusion of the message, you should hear music, if the MERLIN LEGEND system has music-on-hold. 4.
Testing CMS To perform the test: 1. In the Line Group Information area in the top half of the System Status screen, locate the line group that has your helper agent’s split as its secondary split and be sure that intraflow (indicated in the Flow column) is turned on. (Use the same line group as in the previous test. ) If you have to turn intraflow on for the line group, you can do so from the Configuration screen. 2.
Customizing CMS Beyond the basic programming required to get CMS up and running, you can customize CMS by changing other program settings. One way to customize CMS is to set various system options that affect all the shift configurations. These system options include Service Level Limit, Abandoned Call Threshold, Alarm On/Off, Delay Message Length, and Business Name. This chapter gives instructions for this optional programming. Refer to the CMS Options Planning Form for the desired settings.
Customizing CMS Getting Started To change the system options, use the Set Options screen. To display this screen: 1. On the CMS Main Menu, press [F4] to display the Administration Menu. 2. On the Administration Menu, press [F5] to display the Set Options screen (Figure 8-1). This figure shows a completed screen; in an initial installation, the option values are the factory settings. Bon Voyage Travel ADMIN CMS R3.
Customizing CMS Setting CMS System Options Service Level Limit The Service Level Limit is the maximum amount of time an incoming call should ring before being answered by an agent. The Service Level Limit does not ensure that calls are answered in that time, it only measures service level. To set the Service Level Limit, complete these steps: 1. Press [F1] (Service Level) on the Set Options screen.
Customizing CMS 3. Press [F8] (Enter Data) to save the entry. The prompt disappears, the screen’s function keys replace the editing function keys, and the new Abandoned Call Threshold appears on the screen. Alarm On/Off The Audible Alarm causes the CMS PC to beep when a threshold has been exceeded or an exception has occurred. To set the Alarm on or off, complete these steps: 1. Press [F3] (Alarm On/Off) on the Set Options screen. [F3] toggles the alarm On or Off. 2.
Customizing CMS Business Name The Business Name appears on all CMS screens and printed reports. To enter a Business Name, complete these steps: 1. Press [F5] (Business Name) on the Set Options screen. The editing function keys replace the screen’s function keys, and the following prompt appears on the prompt line: ENTER BUSINESS NAME:___________________ 2. Enter the name of the business, up to 20 characters. Remember to use underscores for spaces. 3. Press [F8] (Enter Data) to save the entry.
Troubleshooting This chapter suggests corrective action for problems that may occur with CMS. You should use this chapter whenever you detect a problem or the system displays error, warning, or other messages not usually associated with CMS. The messages that indicate trouble are organized alphabetically within type, as described below: ■ Error Messages identify problems that cause CMS to stop managing calls. Error messages always begin with the word “Error;” for example, ERROR–-No Configuration Found.
Troubleshooting Solutions to other problems you may experience are also grouped by type: ■ Call Management Problems, such as incoming calls not being correctly processed. ■ Agent Problems, such as agents receiving other agents’ calls. ■ External Alert Problems, such as an alert failing to signal when an exception has occurred. ■ Fallback Plan for managing CMS calls using the MERLIN LEGEND system if the CMS PC fails.
Troubleshooting ERROR--CMS Card Faulty or Not Found. CMS Cannot Manage Calls. Status Indicator: CU 1 (flashing) and CU 2 (on steady) Audible Signal: A single short beep from the PC Effect on Call Management: CMS cannot manage calls until this problem is corrected. See “Fallback Plan” at the end of this chapter. Effect on Data Collection: Data collection stops. Data on completed calls are saved if the problem is corrected within the same hour in which CMS became disabled.
Troubleshooting ERROR--CU1 Faulty or Disconnected. CMS Cannot Manage Calls. Status Indicator: CU 1 (flashing) Audible Signal: A single short beep from the PC and a longer beep from the CMS card Effect on Call Management: CMS cannot manage calls until this problem is corrected. See “Fallback Plan” at the end of this chapter. NOTE: CMS can manage calls using the CU2 port on the CMS PC if it is connected to the CU1 jack on the control unit. Effect on Data Collection: Data collection stops.
Troubleshooting The cable is faulty. 1. 2. Reverse the cables plugged into the CU1 and CU2 ports on the CMS PC. If the CU1 indicator on the screen stops flashing and the CU2 indicator appears, the problem is either a faulty cable or a faulty MERLIN LEGEND system component. Do not plug the cables back into their original ports. Restart CMS. The jack assigned to CU1 on the MERLIN LEGEND control unit is faulty. 1. Unplug the CU1 cable from the CMS PC and plug it to the CMS supervisor telephone.
Troubleshooting ERROR--No Configuration Found. ADMINISTER System. Effect on Call Management: CMS cannot manage calls until this problem is corrected. See “Fallback Plan” at the end of this chapter. Possible Cause Corrective Action One or more steps in building shift configurations was omitted. 1. Display the Stored Shift Configurations screen. Press [F8], [F4], [F1] . 2. Build at least one shift configuration according to the instructions in Chapter 6, “Building a Shift Configuration. ” 3.
Troubleshooting Warning Messages While problems that generate warning messages do not prevent CMS from managing calls, they do adversely affect call management in various ways. This section describes those effects and gives instructions for correcting the problems. WARNING--CU 2 Faulty or Disconnected. Effect on Call Management: CMS manages calls somewhat more slowly without CU2. You may notice an increase in abandoned calls during periods of heavy incoming call traffic until you correct this problem.
Troubleshooting and CU2 ports on the PC. If the CU2 indicator stops and the CU1 indicator appears, the CU2 jack on the CMS card is not faulty. 2. Return the cables to their original ports on the CMS PC so that CU1 works and CMS can resume managing calls. 3. Restart CMS and try to isolate the problem further. The CU2 jack on the CMS card is faulty. If none of the above actions corrects the probIem, contact your equipment supplier for assistance. WARNING--Message Unit Out of Service.
Troubleshooting The message was lost due to a power outage. 1. Make sure the battery is turned on. 2. Record the message again. Message 2 is selected, but not recorded. Select message 1, or record message 2. Lines are not identically programmed for CU1 and CU2. Program lines for CU1 and CU2 identically. WARNING--Message Unit Problem. Check Message Length.
Troubleshooting 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 Corrective Action Assigning agent splits to line groups is not complete. From the Initialization screen: 1. Press [F1] to display the Configuration screen. 2. In the Call Flow area, find the line group(s) (A–D) with no main split assigned. 3.
Troubleshooting WARNING--One or More Line Groups has No Lines. Effect on Call Management: Calls cannot come into a line group with no lines. Possible Cause Corrective Action At least one agent split is assigned to at least one empty line group. From the Initialization screen: 1. Press [F1] to display the Configuration screen. 2.
Troubleshooting WARNING--One or More Main or Secondary Splits Has No Agent. Effect on Data Collection: ■ If both the main and secondary splits assigned to a line group have no agents, calls coming in on that group of lines are not answered. If the main split has agents but the secondary split does not, calls ■ coming in on that group of lines cannot be intraflowed.
Troubleshooting Possible Cause Corrective Action Printer is not in “on-line” or “ready” status. Put printer in “on-line” or “ready” status. The printer is not receiving power. Make sure the printer is plugged in and turned on, and the Ready light is on. The printer has no paper, or the paper is jammed. A cable connection between the printer and the PC is loose. 1. Make sure paper is loaded and that the paper isn’t jammed. 2. Make sure the paper is aligned properly. 3.
Troubleshooting. System Errors 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. What They Mean A SYSERR message usually indicates that a CMS file has been damaged. For example, you may have accidentally deleted a CMS file, or a power surge may have damaged one. A SYSERR message does not necessarily mean that CMS has stopped managing calls.
Troubleshooting. If CMS has Stopped Managing Calls 1. Try to view the Events Log screen to see what sequence of error messages was generated. 2. Reboot the PC by pressing the reset button or by turning the PC off and then on again. 3. If CMS restarts, observe the Initialization screen, carefully watching for warnings and errors. After it starts, check to see if it is managing calls correctly. If CMS is managing calls correctly, check CMS periodically for a reoccurrence of the problem. 4.
Troubleshooting Other Messages Printer Not Ready. Function Key.) Status Indicator: (When Printer Ready, Select a Labeled Don’tPrtSc Effect on Call Management: If you use the [PrtSc] key when this message is displayed, CMS may stop managing calls. Effect on Data Collection: If CMS stops managing calls, all data collection stops, but resumes when the problem is corrected. Data are saved for the portion of the hour that CMS was managing calls.
Troubleshooting NOTE: If the problem is corrected, you should see the message Printer Now Ready If you do not see this message, try correcting the problem again. If you still do not see the message, reboot the PC and restart CMS. If the problems persists, call NTSC/NSAC at 1 800 628-2888 or your AT&T Authorized Dealer. REPORT ABORTED--Printer Not Ready. Possible Cause The printer has no paper, or the paper is jammed. Corrective Action 1.
Troubleshooting Other Problems Call Management Problems PROBLEM: The PC stops functioning, and call management stops, but no message appears on the screen. Audible Signal: The alarm on the CMS card comes on and stays on. Effect on Call Management: CMS cannot manage calls until this problem is corrected. See “Fallback Plan” at the end of this chapter. Effect on Data Collection: Data collection stops, and all data from the current hour are lost. Possible Cause The PC has failed. Corrective Action 1.
Troubleshooting PROBLEM: The PC stops, restarts, and displays the CMS Main Menu. Effect on Call Management: Call management stops, but should resume shortly after you restart CMS. Effect on Data Collection: Data for the current hour are lost. Possible Cause Corrective Action Electrical power to the PC was interrupted, or someone pressed the reset button on the PC. Press [F1] to resume Call Management. PROBLEM: CMS stops managing calls.
Troubleshooting You pressed [Pause]. Press any key to continue. C You pressed [CTRL] + ❑ or [CTRL] + [BREAK]. Press the reset button to restart CMS. PROBLEM: A large number of “ghost” calls are ringing to agents. Possible Cause Corrective Action The loop-start reliable disconnect is set to Yes, but the local phone company does not send a reliable disconnect signal. Contact the MERLIN LEGEND system manager and reprogram the loop-start reliable disconnect to No.
Troubleshooting Agent Problems PROBLEM: An agent is not receiving any CMS calls. Possible Cause Corrective Action The agent isn’t using the Available and ACW buttons correctly or The buttons may not be programmed properly. Check the Split Status screen to confirm that the agent is in the available state. and Check that the buttons are programmed properly. The agent has not been added to the current shift configuration.
Troubleshooting PROBLEM: An agent is receiving the CMS calls for a different split. Possible Cause Corrective Action The agent is assigned to the wrong split. Reassign the agent to the correct split following the instructions for “Dynamic Reconfiguration” in Chapter 6 of the CMS Supervisor’s Guide. Fallback plan is on when it should be off. Make sure Inhibit Call Coverage is on. Telephone is programmed to “ring.” Set all CMS lines to “no-ring.
Troubleshooting PROBLEM: An agent’s telephone rings when the call is for another agent, or it rings once and stops. Possible Cause Corrective Action The agent has one or more CMS lines (or line pools) set to ring. Remind the agent to set all CMS lines (or line pools) not to ring. Instruct agent on line ringing options as described under “Using MERLIN LEGEND Features with CMS” in Chapter 5 of the CMS Supervisor’s Guide. PROBLEM: While on one CMS call, an agent receives another CMS call.
Troubleshooting PROBLEM: Agents stationed close to each other have trouble determining whose telephone is ringing. Possible Cause Corrective Action The agents’ telephones have the same ringing pattern. Remind the agents to personalize the ringing on their telephones as described under “Using MERLIN LEGEND with CMS” in Chapter 5 of the CMS Supervisor’s Guide. PROBLEM: Agents have trouble locating calls they have put on hold.
Troubleshooting PROBLEM: Agent telephones ring part of one ring each time a call arrives. Corrective Action Possible Cause Lines are not set to No Ring. Set lines to No Ring. External Alert Problems External alert problems do not produce warnings or direct adverse effects; however, when exception thresholds are exceeded and this condition continues, CMS does not operate efficiently. PROBLEM: External Alert does not light when an exception occurs.
Troubleshooting PROBLEM: External Alert stays on after all exceptions to which it has been assigned have been brought below the exception thresholds. Possible Cause Heavy call traffic can cause a delay in the external alert turning off. Corrective Action Check to be sure all exceptions have stayed below their thresholds. If they have, simply wait.
Troubleshooting Fallback Plan During normal operation, the CMS PC distributes all CMS calls to CMS agents. However, if the CMS PC malfunctions, the CMS fallback plan provides the capability to distribute these calls correctly but not to maintain historical records or reports. The fallback plan relies on several MERLIN LEGEND features so that the system—rather than CMS—distributes calls to CMS agents. For a more detailed explanation of the fallback plan, refer to “Setting Up the Fallback Plan” in Chapter 1.
Guide to CMS Screens The menu maps in Figures A-1 and A-2 illustrate the hierarchy of CMS screens. Figure A-1 shows the relationship between the programming screens while Figure A-2 shows the relationship between call management screens.
Appendix A: Guide to CMS Screens CMS MENU START CALL MANAGEMENT STORED SHIFT CONFIGURATIONS AGENT DIRECTORY ADMINISTRATION MENU ADMINISTER LINES AND LINE GROUPS PRINT REPORTS SET OPTIONS ADMINISTER EXCEPTIONS SERVICE LEVEL AGENT EXCEPTIONS AGENT SPLITS ABANDON THRESHOLD SPLIT EXCEPTIONS LINE GROUPS ALARM ON/OFF LINE GROUP EXCEPTIONS CALL FLOW DELAY MSG LENGTH CONFIGURATION BUSINESS NAME Figure A-1. CMS Programming Screen Map A-2 .
Appendix A: Guide to CMS Screens CMS MAIN MENU F1 START CALL MANAGEMENT F5 F4 ADMINISTRATION MENU INITIALIZE STORED SHFT CONFIGURATIONS SELECT AND INITIALIZE ONE CONFIGURATION REPORT MENU F1 AGENT SPLIT SUMMARY F2 SPLIT REPORT DAILY CUMULATIVE BY DAY CUMULATIVE BY HOUR F3 LINE GROUP REPORT DAILY CUMULATIVE BY DAY CUMULATIVE BY HOUR F4 ALL REPORTS DAILY CUMULATIVE BY DAY CUMULATIVE BY HOUR F6 EVENTS LOG REPORT DAILY CUMULATIVE F8 SYSTEM MENU INITIALIZATION COMPLETE F5 F1 F1 F1 — A
Upgrade Information Although MERLIN LEGEND CMS uses the enhanced capability of the MERLIN LEGEND Communications System, CMS works much the same as CMS for the MERLIN II system. If the installation is an upgrade from MERLIN II CMS Feature Module 2, all the current configuration files can be retained; MERLIN LEGEND CMS supports these files. However, if the MERLIN II CMS is not Feature Module 2 or is an earlier version of MERLIN CMS, the configuration files are not retained.
Upgrade Information Table B-1. Upgrading from MERLIN CMS Hardware and Files MERLIN CMS MERLIN II CMS MERLIN II CMS Feature Module 2 PC keep keep keep Operating System upgrade to keep keep MS-DOS 3.3 Monitor keep keep keep PC Expansion Card upgrade to MERLIN LEGEND CMS board keep keep Voice Announcement Unit keep keep keep Parallel Printer keep keep keep Configuration Files (systbls.cms, shiftx.cms) re-enter re-enter keep Report Files (dxxxxxx.
MERLIN LEGEND CMS Factory Settings Several of the MERLIN LEGEND programming options have been set at the factory before shipping. Some of those settings you change for using MERLIN LEGEND CMS, while others you don’t. Table C-1 provides a summary of the MERLIN LEGEND programming options used by CMS and their factory settings. Refer to the specific programming section for instructions on keeping or changing the setting. In addition, some of the CMS programming options are also set at the factory.
MERLIN LEGEND CMS Factory Settings Table C-1. MERLIN LEGEND Factory Settings (for CMS) Programming Option System Mode Renumber System Loop-Start Reliable Disconnect Coverage Delay Group Type Return Time Interval Transfer Audible Extension Status Factory Setting Key 2-Digit No 3 rings Auto Logout 4 rings Music-On-Hold Group Calling/CMS Page 1-4 1-5 1-14 1-29 1-27 1-8 1-9 1-9 Table C-2.
Glossary Abandoned Call A call that comes into CMS but is disconnected by the caller before being serviced by an agent. Abandoned Call Threshold The minimum number of seconds an agent must be connected to a call for it to be considered a serviced call. Calls that are disconnected before reaching this threshold are considered abandoned calls. ACD (Automatic Call Distributor) The general term for systems such as CMS that automatically answer incoming calls and distribute them to available agents.
Glossary Agent Position The 2-digit LEGEND system extension number for the telephone assigned to an agent. Agent Split A team of agents who handle the same types of incoming calls. Alert A signal, either a beep from the CMS PC or a wallmounted device, to notify a CMS supervisor that an exception threshold for an agent, split, or a line group has been exceeded. Alarm beeping, if turned on by the supervisor, also occurs for system errors and other screen messages.
Glossary Inside Auto Dial Button A telephone button that has been programmed to contact another telephone in the LEGEND system. Lights beside the button show the current status (busy, idle, or held) of the telephone that the button represents. Available State An agent work state in which the agent is idle and available to handle CMS calls. Agents in this state are not active on an ACD or other than ACD call, not in an after-call-work or logged out state, or have not yet answered a ringing ACD call.
Glossary Dial Access to Line Pools One of two optional settings for a LEGEND system with pooled lines that determine how users access line pools. With Dial Access, users press a Pool Access button, then dial a code to access a particular line pool. The alternative arrangement is Button Access to Line Pools. Dynamic Reconfiguration The process of making changes to the CMS configuration currently being used to manage calls.
Glossary grammed for All-Ring operation or exception thresholds by line button number for agent splits and line group exceptions. Factory Setting The factory-set value for a system option which allows CMS to operate immediately after installation. The supervisor may later improve system performance by replacing some initial settings with values more appropriate to the needs of his or her business.
Glossary Line Group A group of interchangeable telephone lines on which CMS calls can be answered by the same team of agents. Logged Out State A state in which the agent receives no CMS calls and is not counted as logged in for reporting purposes. The agents are in this state when CMS is started, when a new shift configuration is selected, when an agent is moved or added to a configuration, or when an agent has remained in the after-call-work state for longer than a specified exception threshold.
Glossary agent’s position is automatically put into the logged out state. Ringing Two types of ringing are important to CMS: initial ringing occurs during the answer delay, from the time the line is seized by an incoming call until CMS answers the call; transfer ringing occurs at a telephone, from the time CMS transfers the call to an available agent until the agent lifts the handset.
Glossary (routed automatically) to available agents in the secondary split. Service Level The percentage of calls that go from initial ringing to answered within a specified length of time called the service level limit. Service Level Limit A performance goal for answering incoming calls, expressed in terms of the number of seconds it should take for an incoming call to be answered by an agent. Serviced Call A CMS call that has been connected to an agent for longer than the abandoned call threshold.
Glossary jack, which is assigned to a CMS line group. Transferred calls are treated as new CMS calls; CMS distributes them to the appropriate agents and maintains historical records. Transfer-to-Split A feature that allows an agent to transfer calls to another split by pressing a button on his or her telephone. All telephones in the other split ring. Agents in the other split pickup the call using the LEGEND system Cover button feature.
Index A Abandoned call threshold programming, 8-3 Barge-In programming, 1-35 Block renumbering, 1-6 Business name programming, 8-5 ACW button assigning to agent, 1-23 Agent Assist button assigning to agent, 1-33 Agent directory creating, 5-3 C Agent status control programming, 1-36 CMS management screens map, A-3 CMS programming screens map, A-2 Agent telephones setting up , 1-20 to 1-23 Agents and lines identifying, 5-1 to 5-9 Alarm On/Off programming, 8-4 All-Ring CMS programming, 6-12 MERLIN LEGEN
D G Delay message length programming, 8-4 Ghost module adding, 1-38 Group page programming, 1-35 E Editing data, 4-8 Editing function keys, 4-7 Editing prompt, 4-6 Entering data, 4-5 Error messages, 9-2 to 9-6 Exiting CMS, 4-9 Extension status programming, 1-9 External alert installing, 2-9 problems, 9-25 F Fallback plan setting up, 1-24 to 1-29 using , 9-27 Feature Button programming, 1-19 Force delay programming, 6-8 IN-2 H Hardware, 2-1 to 2-17 installing , 2-6 to 2-17 MERLIN LEGEND, 2-2 optional,
view-only monitor, 2-15 Voice Announcement Unit, 2-14 Intraflow turning on and off, 6-11 Intraflow threshold programming, 6-12 L Line group options programming, 6-7 Line groups assigning IDs, 5-8 Line ringing options programming, 1-22 Lines adding, 5-7 setting up, 1-10 to 1-14 Lines and line groups programming, 5-6 Loop-backs installing, 2-16 Loop-Start lines programming, 1-14 MERLIN LEGEND planning forms, 1-2 MERLIN LEGEND programming, 1-4 to 1-41 general instructions, 1-2 O Operator positions setting u
S Screens CMS management, A-3 CMS programming, A-2 Secondary splits assigning, 6-10 Service level limit programming, 8-3 Shift configuration building, 6-1 to 6-17 naming, 6-13 programming call flow, 6-9 programming line group options, 6-7 programming splits, 6-4 saving, 6-14 selecting, 6-3 Single renumbering, 1-7 Software installing, 3-1 to 3-5 Starting CMS, 4-2 Supervisor programming features, 1-34 to 1-38 System errors, 9-14 to 9-15 System mode programming, 1-4 System options programming, 8-2 to 8-5 Syste
V VDC 600 board setting DIP switches, 2-11 Video splitter installing, 2-15 View-only monitor installing, 2-15 Voice Announcement Unit installing, 2-14 W Warning messages, 9-7 to 9-13 IN-5
FCC Notification and Repair Information This equipment is registered with the Federal Communications Commission (FCC) in accordance with Part 68 of its rules. In compliance with those rules, you are advised of the following: MEANS OF CONNECTION: Connection to the telephone network shall be through a standard network interface jack USOC RJ11C. These USOCs must be ordered from your Telephone Company. This equipment may not be used with party lines or coin telephone lines.
FCC Notification and Repair Information Your local telephone company may make changes in its facilities, equipment, operations, or procedures that affect the proper functioning of this equipment. If they do, you will be notified in advance to give you an opportunity to maintain uninterrupted telephone service.
