User`s guide

Index
A
Abandoned Call Threshold, definition of, 4-48
ACD. See Automatic Call Distributor
ACW Button, using, 6-5. See also After-Call-Work State
Administering Announcements, 4-19 — 4-21
Administer Announcement screen, 4-19
using the Administer Announcement
screen, 4-20 — 4-21
Administering Answer Delay and Force Delay,
4-38 — 4-39. See also Answer Delay Option
answer delay, 4-38 — 4-39
Configure Delay screen, 4-38
force delay, 4-39
using the Configure Delay screen, 4-39
Administering Call Flow, 4-40 — 4-43. See also
Intraflow
Configure Call Flow screen, 4-41
using the Call Flow screen, 4-42 — 4-43
Administering CMS, 1-2, 4-1 — 4-3
Administration Menu screen, 4-5
Administer Stations screen, 4-6
CMS Menu, 4-4
Menu Map for CMS Administration, 4-3
starting CMS administration, 4-4
using the Administer Stations screens, 4-7 — 4-9
Administering Exceptions, 4-50
Administering CMS Lines and Line Groups, 4-10 — 4-25
Administer Line Groups screen, 4-10
using the Administer Line Groups screen, 4-11 — 4-14
Administering Stations, 4-6 — 4-9
Administer Stations screen, 4-6
using the Administration Menu screen, 4-7 — 4-9
Administering System 25 to Support CMS, 1-1
Administering Transfer-Queue Lines, 4-15 — 4-18
Administer Queued Transfer screen, 4-15
using the Administer Queued Transfer
screen, 4-16 — 4-18
After-Call-Work (ACW) State, 2-3, 4-51, 5-8 — 5-9
Agent(s), 2-2
adding, 10-5
assist buttons, 5-33
making agents available for CMS calls, 5-8 — 5-9
problems, 9-29 — 9-32
Service Monitoring feature, 5-33
supervising your, 5-33
warning, 7-2
Agent Card, 1-2.
See also CMS Documents
Agent Directory
Agent Directory screen, 4-26
creating, 4-26 — 4-28
using the agent Directory screen, 4-26 — 4-28
Agent Directory Screen, using, 3-10, 3-12, 4-24 — 4-26
Agent Exceptions
administering agent exceptions, 4-54 — 4-56
Agent Exceptions screen, 4-54
selecting, 4-52 – 4-54
Agent Splits, 2-2
Agent Split Summary, 7-6 — 7-8
Cumulative Agent Split Summary Report,
7-7 — 7-8
Daily Agent Split Summary Report, 7-6 — 7-8
Print Agent Summary screen, 7-6
Agent Station(s)
adding, 4-7
administering, 4-7
changing information, 4-7
removing, 4-7
Agent Work State
ACW State, 2-2 — 2-3
Available State, 2-2 — 2-3
Logged Out State, 2-2 — 2-3, 5-8
reasons CMS may change the state, 2-3
Agent’s Voice Terminal, 2-15, 6-2 — 6-9
button assignments, illustration of, 6-4
selecting voice terminals for your
agents, 6-2 — 6-3
typical agent voice terminal, 6-3
using the terminal for CMS, 6-5
See also
Using the Agent Voice Terminal for CMS
Analog Line (TN742) Circuit Pack, 2-6
ANNC, 3-10
Announcement Screen, administering, 4-19
Announcements, selecting, 4-21
assigning an Announcement screen, 4-21
Answer Delay Option, 2-2 — 2-3, 4-36 — 4-37
reconfiguring, 5-40 — 5-41
Archiving Data, 1-3, 8-1
generating historical reports, 8-3 — 8-4
restoring data collection conditions, 8-4
transferring historical data onto diskettes,
procedures for, 8-1 — 8-2
ASA. See Average Speed of Answer
Assigning Announcements, 4-22 — 4-25
Assign Announcement screen, 4-23
Select Announcement screen, 4-22
using the Assign Announcement screen, 4-23 — 4-25
using the Select Announcement screen, 4-22 — 4-23
Assist Feature, optional CMS features, 2-5, 6-10
Assist (MSG Wait) Button, using, 2-5, 6-6
Attendant Alarm Light, 2-9
AT&T CMS PC Interface Card, installing, 1-1, 2-15
AT&T Personal Computer (PC) 6300, 2-15, 3-1
Audible Alarm On/Off, 3-11, 3-13, 4-48
AUTOEXEC.BAT File, 3-5, 3-8.
See also CMS Software
Automatic Call Distributor (ACD), 1-1, 2-2
Available Button, using, 6-5
Available State, 2-2 – 2-3, 5-8
Average Speed of Answer (ASA), 5-18
B
Backing Up Shift Configurations, 4-67 — 4-68.
See also Shift Configuring
Backup Split.
See Secondary Split
copying shift configurations and system tables,
4-64 — 4-65
BIS. See Built-in Speakerphone
BL, 2-11
Bon Voyage Travel, 2-10
other call traffic, 2-12
Built-in Speakerphone (BIS), 2-15
Building or Editing Shift Configurations, 4-29 — 4-37.
See also Shift Configuration
Configuration screen, 4-32 — 4-33
Configuration List screen, 4-30. See also
Configuration List screen
configuring splits, 4-34 — 4-37
Configure Splits screen, 4-32
Business Line Group, 2-11, 4-29
Business Travel Split, 2-11, 4-29
Button Feature Code, 10-4.
See also Partial
Print Button Layout
Button Layout, partial print, 10-4
BW, 2-11
Index I-l