Instruction manual

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. Have the person helping you go to an agent’s telephone and press the
Available button to turn the green light next to it on.
On the System Status screen, one agent should show (1) in the Avail column.
3. 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 the
main split and see that intraflow (in the Flow column) is set to off.
If the line group you want to use has intraflow turned on, go to the
Configuration Screen, turn intraflow off for that line group, and return to
the System Status screen.
4. Dial the number of a line in the line group.
As you listen to the call progress and watch the Split Information area in
the bottom half of the screen, you should:
a.
b.
c.
d.
Hear ringing.
See the number of calls for the agent’s split in the Waiting column
increase by one.
Hear the agent answer the call.
See the number of calls in the Waiting column decrease by one
and the number of calls for the split in the Agents ACD column
increase by one.
Agent Status Test
7-5