User`s guide

Monitoring Call Management
Once you begin call management (as described earlier in “Startup
Procedures“), you can monitor line group and split activity through the status
screens. The following status screens are described in this section:
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By
System Status screen
This screen is considered the “home” screen during call management. It
summarizes the activity in each line group and split.
Split Status screens
There is a Split Status screen for each split. This screen describes the
activity of each agent in the split and summarizes the activity for the
entire split. From this screen you can log in or log out an agent in the
displayed split (that is, make an agent available or unavailable for CMS
calls).
Line Status screen
This screen summarizes the activity for each line and line group. From
this screen you can change the priority of a CMS or transfer-queue line.
Events Log screen
.
This screen lists the 19 most recent exception, warning, and system error
messages along with the time they occurred.
monitoring the status screens, you can discover problems as they occur
and correct them through dynamic reconfiguration. See “Dynamic
Reconfiguration“,
later in this section.
To obtain a printed copy of a displayed screen, hold down [Shift] and press
[Print Scrn].
CAUTION
If you see the message Don’tPrtSc on the top line of the screen or
WARNING-- Printer Not Ready. Using Prt S
C Key Will Halt CMS on the error line,
do NOT attempt to print a screen.
If you attempt to print a screen while
either of these messages is displayed, CMS will stop managing calls.
If the printer is not ready, you can perform the following checks:
● Make sure the printer is plugged in, turned on, and that the Ready light is
on.
● Make sure there is paper in the printer and that the paper is aligned
properly and not jammed.
● Press the Form Feed button on the printer to make sure the paper feeds
properly. (After you do that, make sure you turn the Ready light back
on.)
See “Printer Problems” in Section 9 for more information about
troubleshooting your printer.
5-10 Monitoring Call Management