User`s guide
Managing Calls When CMS is Not Running
If you need an alternate method of distributing calls to agents when CMS is
not ruining, use the System 25 Direct Group Calling (DGC) Contingency
Plan. This feature should have already been administered by the System 25
Administrator or CMS installer.
If this feature has not been administered, you can use the Alternative
Contingent Plan described later in this section.
ABOUT THE DGC
FEATURE
Agent stations are divided into DGC groups, with each agent station
belonging to only one DGC group. Each line group is assigned a DGC group
to cover its calls. A DGC group can be assigned to cover the calls for one or
more line groups.
The CMS Planning Guide describes how to plan your DGC groups. The
appropriate forms can be found behind the “Original Planning Forms” tab in
the CMS binder.
NOTE:
You should plan your DGC groups when you first start using
CMS so this feature will be available whenever you need it.
MANAGING CALLS WITH
When CMS is managing calls, all agents must be logged out of their DGC
DGC
groups (as described below). Failure to do so may disrupt CMS call
management.
When it becomes necessary to use the DGC feature, agents can
simply return to their DGC groups.
To
1
2
3
4
5
NOTE:
If it becomes necessary for agents to leave their stations
unattended or to otherwise make themselves unavailable for CMS
calls
while
the DGC contingency plan is being used to manage calls,
they should remove themselves from their DGC group.
log out of a DGC group, agents should:
Lift the handset.
Listen for dial tone.
Dial [*] [4].
Listen for confirmation tone (three short tones).
Hang up.
When CMS is again managing calls, or when agents need to leave their DGC
groups temporarily, they should use the procedure above to remove
themselves from their DGC group.
To return to their DGC groups so System 25 can distribute calls to them,
agents should:
1 Lift the handset.
2 Listen for dial tone.
3 Dial [*] [4].
4
Listen for confirmation tone (three short tones).
5 Hang up.
Managing Calls When CMS is Not Running
9-35