User`s guide

Administering CMS
This section tells you how to use your PC to administer CMS. This includes
identifying stations, identifying agents, identifying CMS lines, assigning voice
announcement units, and building a shift configuration (an arrangement of
line groups and agent splits for call management).
This section also describes other administration tasks used to fine tune CMS
for your business.
These include setting options and exception thresholds to
alert you of unusual and undesirable situations. Procedures for making a
backup copy of your shift configuration(s) are also described. A menu map
illustrates the interrelationships of the screens used for CMS administration.
Supervising CMS
From the information in this section, you will learn how to activate a shift
configuration, monitor system status, and dynamically reconfigure the
system. Dynamic reconfiguration involves changing the configuration that is
currently being used to manage calls, for example, moving an agent from one
split to another. Menu maps show you the screens you will be using. This
section also describes two modes of CMS operation: Day Service and Night
Service.
Handling CMS Calls
This section includes criteria for selecting the right voice terminal for your
agents and for the supervisor station.
It also includes procedures for using
voice terminal features for CMS.
Generating Reports
This sections describes the types of reports available from CMS, and how to
select, print, and interpret these reports.
Archiving Data
The information in this section tells you how to archive historical data onto
floppy diskettes for storage and analysis.
Troubleshooting
This section helps you identify system problems and correct them.
Glossary
The Glossary defines CMS and System 25 terms.
Index
The index provides page references for screens, terms, and procedures.
How to Use the CMS Documents 1-3