User`s guide

CMS OPERATION DURING You can access all your status screens while CMS is in the Night Service
NIGHT SERVICE
mode. If you start Night Service during a data collection hour, then for the
rest of that hour the status screens show whatever Day Service data had been
collected prior to the switchover, plus any Night Service data collected. After
that hour is over, the screens show only Night Service data.
The System Status screen shows Night Service data for the number of busy
lines and for calls waiting. It shows agent status as
Othr if the agent station
is off-hook, and as Out if the agent station is on-hook. Time spent in Night
state is not counted as time logged in for reporting purposes.
On the Split Status screen, the “Stat” column will show
Nite when the agent
station is on-hook and
Othr when the agent station is off-hook. The number
of calls shown in the “Other” (Calls) column will reflect the number of calls
placed plus the number of calls received and answered during that hour.
You can also access reconfiguration screens during Night Service. Any
changes you make on these screens do not influence Night Service operation,
but do affect the last active configuration (that is, the displayed shift
configuration). If you return to Day Service, any changes you made in the
last active configuration will be in effect.
CALLER MESSAGE
RECORDING DURING
NIGHT SERVICE
For standard CMS operation during Day Service, it is strongly recommended
that you use a digital voice announcement unit. However, there may be
situations during Night Service when call volume is low. At those times you
may choose to use a tape answering machine instead, so callers can leave a
message for you.
The tape answering machine must be one which you can
program to answer calls on the first ring and which has a voice-activated
message length.
You can set up the tape answering unit in either of two ways:
• You can disconnect the voice announcement unit used during Day Service
and connect the tape answering unit in its place for Night Service.
• You can administer the tape answering unit as a valid announcement unit
and keep it connected at all times. However, you can change the status of
the tape answering unit reflected in the “Annc Condtn” column on the
Assign Announcement screen to
REMVD (Removed) during Day Service,.
and change the status of the digital voice announcement unit to
AVAIL
(Available). When you switch to Night Service, you can change the tape
answering unit’s status to
AVAIL on the Assign Announcement screen
and change the status of the digital voice announcement unit to
REMVD.
5-52 Selecting Day or Night Service