User`s guide

Day-to-Day Operation of CMS
Your day-to-day interaction with CMS primarily involves monitoring system
status 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 Supervisor at Bon Voyage
Travel interacts with the system during a typical day.
THE CMS SUPERVISOR’S
At 9 A.M. each business day, Pat Roberts turns on Bon Voyage’s PC and starts
ACTIVITIES AT BON
managing calls with the Day configuration. All agents are automatically in
VOYAGE TRAVEL
the Logged Out state when call management begins. Pat asks the agents to
press the Available button on their voice terminals to make themselves
available for CMS calls.
Pat performs several dynamic reconfiguration activities during the day. First,
Pat removes Linda Seiler from her position in the Public Travel split because
she is on vacation, and moves a new agent, Allan Brown, into Linda’s
position in that split. Pat tells Allan to place himself in the Available state.
As the peak calling hour approaches, Pat turns on intraflow for the Public line
group. Pat tells the agents in the Support split that they may now receive
calls for the Public line group. (The Support split is a secondary split for the
Public line group.)
Throughout his shift, Pat monitors the System Status screen, the
Line Status screen, and the Split Status screens. Pat can use the
[Shift] + [Print Scrn] keys to print any of these screens if desired. The screens
provide a detailed picture of activity throughout the system. Using them, Pat
can tell when to turn intraflow on or off, when a new agent may be having
trouble handling calls, or when all lines in a line group are busy. Pat can use
dynamic reconfiguration to correct these situations as they occur.
For instance, Pat notices that three calls are waiting in the Charter Travel
split’s queue, and there have been several abandoned calls. Pat turns on
intraflow to allow waiting calls to be sent to the Business Travel split (the
secondary split for the Charter line group). Pat also increases the Answer
Delay (the length of time a call rings before CMS connects it to a voice
announcement unit when no agents are available) so callers will spend a little
less time on hold.
Pat has a new agent in the Business Travel split. Yesterday, Pat spent time
with the new agent, explaining the voice terminal features the agent will be
using. As the new agent answers CMS calls for the first time, Pat watches
the Split Status screen to see when the agent is on a call, and then monitors
the call. In this way, Pat is able to give the agent advice on handling calls.
Pat also looks at the Management Information System (MIS) reports to
determine if Bon Voyage Travel has an efficient number of lines and agents.
The Events Log Report lists many occurrences of the All Lines Busy
exception, which means that people heard a busy signal if they called during
those times. Pat can use exception information like this to determine if more
lines are needed for some line groups or line sub-groups.
Day-to-Day Operation of CMS 5-53