User`s guide

Contents
Section 1: Introduction
How to Use the CMS Documents
1-1
Section 2: Understanding CMS
Overview
2-1
Key Terms and Concepts
2-2
Optional CMS Features
2-5
A Typical CMS Application
2-10
Managing CMS
2-13
CMS Components
2-15
Section 3: Your PC and CMS
Overview
3-1
Duplicating the CMS Diskettes 3-2
Installing the CMS Software
3-5
Using Your PC with CMS
3-10
Section 4: Administering CMS
Overview
Getting Started
Administering Stations
Administering CMS Lines and Line Groups
Creating an Agent Directory
Building or Editing Shift Configurations
Setting Options
Selecting Exceptions
Printing System 25 Administration Instructions
Backing Up Shift Configurations
4-1
4-4
4-6
4-10
4-26
4-29
4-47
4-51
4-63
4-67
Section 5: Supervising CMS
Overview
Startup Procedures
Making Agents Available for CMS Calls
Monitoring Call Management
Supervising Your Agents
Dynamic Reconfiguration
Selecting Day or Night Service
Day-to-Day Operation of CMS
5-1
5-3
5-8
5-10
5-33
5-34
5-49
5-53