User`s guide

Q
Setting Options, 4-47 — 4-50
Quick Reference Guide to Dynamic Reconfiguration,
abandoned call threshold, 4-48
5-48.
See also Dynamic Reconfiguration
audible alarm on/off, 4-48
CMS-port personal line button verify, 4-49
R
service level limit, 4-47 — 4-48
Set Options screen, 4-47
Reconfiguring Answer Delav or Force Delav, 5-40 — 5-41
setting options, 4-49 — 4-50
Configure Delay screen, 5-41
Reconfiguring Call Flow, 5-42 — 5-43
Reconfiguring Splits, 5-36 — 5-39
Recording Messages, 2-17 — 2-18
Renaming a Shift Configuration, 4-46
Repertory Dial Button, 2-6
Reports, types of, 7-1
CMS Agent Split Summary, 7-1, 7-3.
See also Agent Split Summary
Cumulative Agent Split Summary, 7-7 — 7-8
Cumulative Line Group Report by Hour, 7-19
Cumulative Line SubGroup Report, 7-18
Cumulative Split Report, 7-12 — 7-13
Daily Agent Split Summary Report, 7-6
Daily Split Report, 7-9
Events Log Report, 7-1, 7-3, 7-31
generating CMS reports, 7-4 — 7-5
historical. See Archiving
Line Group Report, 7-1, 7-3, 7-17 — 7-19.
See also Line Group Report
Split Report, 7-1, 7-3, 7-11 — 7-13
Sub-Group Report, 7-1, 7-3, 7-23 — 7-25
Resolving Problems.
See Troubleshooting
Restoring Data Collection Conditions, 8-4
erasing the historical data from hard disk, 8-4
restoring the current System Tables file, 8-4
Returning to Other Screens, 4-44
Root Directory, 3-7
Running CMS from a Floppy Diskette Back-up, 9-34
S
Saving an Edited (Changed) Configuration, 4-45
Screen Formats, 3-10 — 3-11
ID line, 3-10
information area, 3-11
error line, 3-11
function key labels, 3-11
how to print, 5-10
printing, 5-10
prompt line, 3-11
Secondary Split(s), 2-3 — 2-4, 2-11, 4-29, 4-40
Selecting a Startup Configuration, 4-46
Selecting Agent Exceptions.
See Agent Exceptions
Selecting Day or Night Service, 5-49 — 5-52
caller message recording during Night
Service, 5-52
changing to Day Service, 5-51
changing to Night Service, 5-50
CMS operation during Night Service, 5-52
Set Options/Modes Screen, 5-49
Selecting Exceptions, 4-51 — 4-62. See also
Exceptions
Selecting Line Group Exceptions, 4-60 — 4-62.
See also Line Group Exceptions
Selecting Split Exceptions.
See Split Exceptions
Service Level Limit, 4-47 — 4-48. See also
Daily Split Report
Service Monitoring Feature, 2-5, 2-7 — 2-8, 6-10
Set Options Screen, 4-47
transfer return threshold, 4-48 — 4-49
Setting the Time and Date, 3-9
Shift Configuration, definition of, 2-2
backing up, 4-67 — 4-68
building, 4-29, 4-31 — 4-37
copying, 4-67 — 4-68.
See also System Tables
editing, 4-31 — 4-34
renaming, 4-28, 4-46
saving an edited (changed), 4-30, 4-46
selecting, 4-30
selecting a startup.
See Startup Configuration
Single-Line Station, 2-6
Single-Line Voice Terminal, 2-6
Split Exceptions, selecting, 4-57
administering, 4-57 — 4-59
selecting, 4-57
Split Exceptions screen, 4-57
Split Report, 7-11 — 7-13
Cumulative Split Report, 7-12
Daily Split Report, 7-11
Split Status Screen, using, 5-10, 5-19 – 5-21
key to split status screen data, 5-22 — 5-25
Splits, 2-2
agent, 2-2
configuring, 4-34 — 4-37
main, 2-2 — 2-3
reconfiguring, 5-36 — 5-39
secondary, 2-3
warning, 7-2
Starting CMS Administration, automatically, 4-4
Startup Configuration, 4-30, 4-46
Startup Procedures, 5-3 — 5-7
CMS Menu screen, 5-3 — 5-6
error messages, 9-2 — 9-5
Initialization screen, 5-4, 5-5
listing of configurations, 5-4
problems, 9-2
warning messages, 9-6 — 9-17
State to State, moving from, 5-8 — 5-9
Station Assignments Planning Form, 10-5
Station(s)
adding, 10-5
administering, 4-6 — 4-7
changing information, 10-7
removing, 10-8
screen, administering, 4-7 — 4-9
Station-to-Station Message Waiting Feature, 2-5
Status Screen Terms, 5-11
Sub-Group Report, 7-19, 7-23 — 7-25
Cumulative Sub-Group Report, 7-24
Daily Sub-Group Report, 7-23 — 7-24
Sub-Groups, 2-2
Supervising CMS, 1-3, 5-1
Supervising Your Agents, 5-33
Assist buttons, 5-33
Service Monitoring feature, 5-33
Supervisor Station(s), 4-6 — 4-7, 10-5
Supervisor’s Voice Terminal, 2-15, 6-9 — 6-10
Service Monitoring feature, 6-9
using the Assist feature, 6-10
Index I-5