User`s guide

CONTINGENCY
Hardware Requirement
None.
CMS Administration Requirements
None.
System 25 Administration Requirements
Administer Personal Line buttons on your supervisor voice terminal.
PLAN
Feature Description
When CMS is not managing calls, either because you are generating reports
or administering the system, or in the event of PC problems which prevent
CMS from managing calls, you can still distribute calls automatically to agents
if you have implemented the CMS contingency plan. This backup plan uses
the System 25 Direct Group Calling (DGC) Group Coverage feature to
distribute CMS calls to predefined groups of agents. Each of these agent
groups is known as a System 25 DGC group. Calls to a DGC group hunt for
an idle voice terminal in a circular manner starting with the voice terminal
following the last one to ring (whether or not the call was answered at that
voice terminal). CMS statistics are not kept for calls handled through the
DGC feature. For information on using this feature to manage calls, see
"Managing Calls When CMS is Not Running" in Section 9.
Button Requirements
None.
Hardware Requirements
None.
CMS Administration Requirements
None.
System 25 Administration Requirements
For each CMS line group, a "ghost" 34-button voice terminal on a fictitious
System 25 ATL Line Circuit Pack must be administered. Each "ghost" voice
terminal must have a Personal Line button administered for each CMS and
transfer-queue line in that line group. The "ghost" voice terminal must also
have DGC Group Coverage.
The DGC group covering the "ghost" voice
terminal must be administered to include the agent voice terminals which
normally handle calls to the line group.
In the section, "Completing System 25/CMS Implementation Forms", in the
CMS Planning Guide, you will find information for setting up this contingency
plan. It is strongly recommended that you complete the necessary System
25/CMS implementation forms for the contingency plan and that you have
your System 25 Administrator or System 25/CMS installer complete all
necessary administration before you start using CMS so this alternate means of
call distribution is available if you should need to use it.
2-8 Optional CMS Features