User`s guide

Managing CMS
Since System 25 must be administered to support CMS, the CMS Supervisor
and the System 25 Administrator work together to ensure successful CMS
operation. This section describes the typical CMS interactions and
responsibilities of these two people.
RESPONSIBILITIES OF
The CMS Supervisor has many responsibilities, all of which are described in
THE CMS SUPERVISOR
this manual. Typically, the role of the CMS Supervisor involves:
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Working with the System 25 Administrator to:
– Identify and record port numbers, PDCs, and trunk numbers for CMS
equipment
– Ensure removal of stations or trunks no longer needed by CMS
– See that System 25 administration needed to support CMS is
performed
Administering CMS, including the following:
Administering stations, CMS lines, transfer-queue lines, line groups,
and voice announcement units
– Building an Agent Directory
– Creating shift configurations of line groups and agent splits
– Setting options
– Selecting Exception Thresholds to be monitored
– Printing System 25 administration instructions
See Section 4, “Administering CMS. ”
Monitoring line status, split status, call traffic, and system problems
during call management, and making changes to shift configurations as
needed, to ensure efficient call handling and maximum agent productivity.
See “Monitoring Call Management” and “Dynamic Reconfiguration” in
Section 5.
Helping agents understand how to use their voice terminals for handling
CMS calls. See Section 6, “Handling CMS Calls. ”
Generating reports and using the data in the CMS reports to maintain
efficient call management and agent productivity. See Section 7,
"Generating Reports," for ongoing data collection; see Section 8,
"Archiving Data," for storing historical CMS data.
Having a contingency plan in place and using it to manage calls when
CMS is not running. See “Managing Calls When CMS is Not Running” in
Section 9.
Troubleshooting. See Section 9, “Troubleshooting.”
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Managing CMS
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