User`s guide

How to Use the CMS Documents
The Call Management System (CMS) is the Automatic Call Distributor (ACD)
for System 25. The CMS component of System 25 answers calls and connects
them to available agents.
When there’s more than one agent available for a
call, CMS connects the call to the agent who has been idle the longest. If no
agent is available, CMS connects the call to a delay message. When the
message is finished playing, CMS places the call on hold until an agent
becomes available.
It’s important that your System 25 is administered to support CMS and that
the CMS options and parameters are set to meet your call management
needs. The explanations and instructions in each of the following CMS
documents can contribute to a fully integrated System 25/CMS system.
CMS PLANNING GUIDE
The AT&T System 25 Call Management System Planning Guide (CMS Planning
(555-532-650) Guide) is designed to help you, the CMS Supervisor, together with the System
25 Administrator plan a fully integrated System 25/CMS oriented to the way
your business operates.
The “Original Forms” section of the
AT&T System 25
Call Management System binder
(CMS binder) includes planning forms for
recording the decisions you make during planning. A complete set of
planning forms will help ensure a trouble-free system installation and
administration.
NOTE: If you don’t have a completed set of planning forms at this
point, the CMS Planning Guide is the place to start.
CMS INSTALLATION AND The AT&T System 25 Call Management System Installation and Startup Guide
STARTUP GUIDE (CMS Installation and Startup Guide) comes packaged with the CMS binder.
(555-532-504) When you have completed the planning forms described in the CMS Planning
Guide, the System 25/CMS installer can use the CMS Installation and Startup
Guide to get your CMS up and running. This document leads the System
25/CMS installer through the steps needed to prepare the PC for CMS. These
include:
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Installing the AT&T CMS PC Interface Card
Installing the MS-DOS operating system
Installing the CMS software
Administering CMS
Administering System 25 to support CMS
Testing CMS
When finished, you will have a fully operational CMS with a primary
configuration.
Once you have an operational shift configuration, you should keep the CMS
Installation and Startup Guide in the CMS binder for future reference.
How to Use the CMS Documents 1-1