User`s guide
D
DACON-DA-5SL Voice Announcement Unit, 2-16 — 2-17
Daily Agent Split Summary Report, 7-6 — 7-7
Daily Split Report, 7-11
Data
editing, 3-13 — 3-14
entering, 3-13 — 3-14
using the Help screens, 3-14
validating, 3-14
Day Service Mode, 2-3 — 2-4
changing to, 5-51
selecting, 5-49
Day-to-Day Operation of CMS, 5-53
CMS supervisor’s activities at Bon Voyage, 5-53
D8W-87.
See
Modular-Plug Station Cord
Deleting Information, 10-7
agent stations, 10-7
CMS lines, 10-7
supervisor stations, 10-7
Direct Group Calling (DGC) Group Coverage
Feature, 2-17, 9-35.
See also
System 25
Diskettes, 2-15, 3-2 — 3-4
DGC.
See
Direct Group Calling
DGC Groups, 6-9
Documentation Conventions, 1-4
Partial Print implementation forms, 10-4
Don’tPrtSc, 3-10
DSS Button, 2-6
Duplicating the CMS Diskettes, 3-2 — 3-4
Dynamic Reconfiguration, 5-34 — 5-48
Configuration screen, 5-34
Configure Splits screen, 5-36
quick reference guide to, 5-48
reconfiguring splits, 5-36 — 5-39
screens and function keys, 5-48
using the configuration list, 5-44 — 5-47
E
Entering and Editing (Changing) Data, 3-12 — 3-14
Agent Directory screen, 3-12
editing data, 3-14
entering data, 3-13 — 3-14
moving the cursor, 3-13
using the Help screens, 3-13
validating data, 3-14
Editing CMS Data, 3-12 — 3-14
Entering Data Into the PC, 3-12 — 3-14
Error Line, 3-11
error messages, 3-11
exception messages, 3-11
system messages, 3-11
warning messages, 3-11
Error Messages, 5-5, 9-2 — 9-5.
See also
Startup Procedures
Events Log Report, 7-31
Events Log Screen, using, 4-51, 5-31 — 5-32
agent, selecting, 4-54 — 4-56
Exceptions
administering, 4-52 — 4-53
instructions for selecting, 4-52
Select Exceptions screen, 4-52
selecting, 4-51 — 4-62
F
Flex DSS Button, 2-6
Force Delay Option, 2-3, 4-39, 5-40 — 5-41.
See also
Administering Answer Delay and Force Delay
Forms
CMS Contingency Plan Implementation Form, 10-8
Implementation Forms, partial print, 10-4
Station Assignments Planning Form, 10-5
Transfer-into-Queue Planning, 10-6, 10-8
Function Key Labels, 3-11
FX, 2-16
G
Generating Reports, 1-3, 7-1, 7-4 — 7-5
Getting Started, CMS administration, 4-4 – 4-5
CMS Menu screen, 4-4
Administration Menu screen, 4-5
Ghost, 2-6.
See also
Single-Line Station,
Single-Line Voice Terminal
Glossary, CMS and System 25 terms, G-1 – G-8
H
Handling CMS Calls, 1-3, 6-1 – 6-10
answering, 6-6
placing a call on hold, 6-7
Hands-Free Answer on Intercom Voice Terminal, 2-13
Hard Disk, 2-15
copying onto, 3-5 – 3-6
damaged, 9-34
erasing files from, 8-2
Hardware Compatible With CMS, 2-15 – 2-16.
See also
CMS Components
Help Screens, using, 3-14
HFAI.
See
Hands-Free Answer on Intercom
Historical Data
copying files, 8-2
copying the System Tables file, 8-1
erasing files from the hard disk, 8-2
transferring onto diskettes, 8-10
warning, 7-2
Historical Data Files, copying to hard disk, 8-3
Historical Reports, generating, 8-3 –8-4.
See also Archiving Data
Hold Feature, placing a call on hold, 6-7
How to Generate Reports, 7-24
How to Use the CMS Documents, 1-1 – 1-2
I
Implementation Forms, 10-4
Index, 1-3, I-1 – I-6
Information that Appears on Your Screen.
See
Documentation Conventions
Initialization Screen, error messages, 5-5
Installing the CMS Software, 3-5 – 3-9
AUTOEXEC.BAT File, 3-5, 3-8
CONFIG.SYS File, 3-5, 3-7
copying the CMS software onto the
PC’s hard disk, 3-5 — 3-6
setting the time and date, 3-9
Instructions for Selecting Exceptions, 4-52 — 4-53
Intraflow, 2-3, 4-40 — 4-41
Intraflow Threshold, 2-3, 4-40 — 4-41
Introduction to CMS, 1-1 — 1-4
K
Key Terms and Concepts of CMS, 2-2 — 2-4
Key to Agent Split Summary Data, 7-9 — 7-10
Key to Daily Split Report Data, 7-14 — 7-16
Key to Daily Sub-Group Report Data, 7-26 — 7-28
Index I-3