User`s guide

The CMS Supervisor’s Voice Terminal
As the CMS Supervisor, you are required to have one 34-button deluxe voice
terminal. On your voice terminal you may want the following features:
• A Personal Line appearance for each CMS and transfer-queue line is
recommended in order to provide you with the ability to do Service
Monitoring. These Personal Line button assignments will also allow you
to answer and/or join CMS calls, if the need arises. One button with
lights is required for each Personal Line appearance.
• You will also need one Station-to-Station Message Waiting button for each
agent with an Assist (MSG WAIT) button. These buttons must have
lights.
You may need additional buttons for other System 25 features. Refer to the
AT&T System 25 R2V1 Reference Manual for descriptions of these features.
NOTE: It is recommended that you do not have an Exclusion button
on your voice terminal. If you press this button while you are
monitoring a call, you will drop the agent from the call.
Using Your Voice Terminal for CMS
SERVICE MONITORING
If your voice terminal has a Personal Line button for every CMS and transfer-
queue line, you can listen to any CMS call without being detected by the
caller or the agent.
This Service Monitoring feature is useful for training
agents.
To use Service Monitoring:
1
2
3
Look at the Line Status screen or appropriate Split Status screen to see
which line the agent you want to monitor is using.
– On the Line Status screen, look at the “Status” column to locate the
agent. A ↔
AGTID (where AGTID represents the agent’s CMS ID)
in the “Status” column indicates the agent is handling a CMS call.
Look in the “Line” column to see which line the agent is handling.
– On the Split Status screen,
ACD will be displayed next to the agent’s
ID, in the "Stat" column and the ID of the CMS line will be displayed
in the “Line” column.
Check the light next to the Personal Line button to make sure that the call
is not on hold. (The green light should be steady rather than winking.)
NOTE: If Service Monitoring is done incorrectly, it will interfere with the
handling of CMS calls. If you try to monitor a CMS call that has not yet
been answered by an agent or that is on hold, CMS will relinquish control
of the call.
Press the Personal Line button on your voice terminal.
6-10 The CMS Supervisor’s Voice Terminal