AT&T Call Management System Manuale delle Istruzioni Scaricare il pdf (Pagina 89)

Identifying Agents and Lines

The first step in setting up CMS is to identify the agents and lines. To identify

CMS agents, create an Agent Directory, based on the completed Agent

Directory Planning Form. Each agent’s entry in the directory includes his or

her name and ID.

Identifying the CMS lines includes adding lines to CMS, designating priority

lines and assigning line group IDs. The CMS lines, priorities, and IDs are

listed on the Line Group Planning Form.

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Call Management System 1
Contents 3
About This Guide 10
Documentation Conventions 11
Related Documents 12
Basic Terms and Key Concepts 13
Programming the MERLIN 17
LEGEND System for CMS 17
Before You Begin 18
[ [ ↵ ↵ ]] 19
Setting Basic System 20
Operating Conditions 20
System Renumbering 21
IMPORTANT 22
Transfer Return Time 24
Transfer Audible 25
Extension Status 25
Setting Up Lines 26
Trunks, and Pools for CMS 26
Remove CMS Lines, External 27
Program T1 Lines 29
Program Loop-Start Lines 30
Program Ground-Start 30
The system will restart 31
Copy Line 33
Assignments to CMS PC Ports 33
Set CMS Supervisor to No Ring 34
Assign Feature Button 35
Setting Up Agent Telephones 36
❑ ❑ ❑ ❑ ❑ ❑ 38
Setting Up the Fallback Plan 40
MLX-20L PC 42
Assign Coverage Group 43
❑ ❑ ❑ 44
Set Group Coverage Delay 45
Setting Up Optional 46
Equipment and Features 46
❑ ❑ ❑ ❑ 47
Top Sys Prog 48
❑ ❑ ❑ 49
CMS Supervisor Features 50
Transfer-to-Split 54
Transfer-to-Queue 56
All-Ring Operation 57
Installing the Hardware 58
MERLIN LEGEND Hardware 59
CMS Hardware-Required 59
Description 60
CMS Hardware-Optional 61
Installation Procedures 63
Installing the External Alert 66
Board DIP Switch Setting 68
DIP Switch 68
Settings for CMS 68
Changing the VDC 600 68
Connecting CU1 and CU2 to 69
To operator port 18 70
To Operator port 22 70
Connecting the Voice 71
Announcement Unit 71
Required Setting 72
To video port 73
To AC outlet 73
To monitor 1 73
To monitor 2 73
Installing Loop-Backs 73
Figure 2-6. Loop-Back 74
Installing the Software 75
Installing MS-DOS 76
Installing the CMS Software 77
A> prompt appears 79
CMS Programming Basics 80
Figure 4-1. CMS Main Menu 81
Moving Between CMS Screens 82
Entering and Editing Data 84
ANSWER DELAY: 85
Group Letter: _ 85
How Many Seconds: _____ 85
Guidelines for Entering Data 86
Alternate Editing Keys 87
Simple Editing Procedures 87
Leaving CMS 88
Identifying Agents and Lines 89
Creating an Agent Directory 91
Programming CMS Lines 94
Adding Lines 95
Identifying Priority Lines 96
Building a 98
Selecting a Configuration 100
Assigning Splits 101
6-6 Assigning Splits 103
Programming Call Flow 106
Figure 6-5. Call Flow Screen 107
Setting All-Ring Operation 109
Setting the Intraflow 109
Threshold (Optional) 109
Naming and Saving 110
Saving a Split Configuration 111
Choosing a 112
Start-Up Configuration 112
Shift Configuration 113
6-16 113
Testing CMS 114
Startup Test 115
Line Status Test 116
Cnct to Idle 117
Agent Status Test 118
Voice Announcement Unit Test 119
Intraflow Test 120
Customizing CMS 122
Getting Started 123
Setting CMS System Options 124
Alarm On/Off 125
Delay Message Length 125
Business Name 126
Troubleshooting 127
Error Messages 128
Possible Cause 129
Corrective Action 129
Warning Messages 133
System Errors 140
Other Messages 142
Other Problems 144
Agent Problems 147
External Alert Problems 151
Fallback Plan 153
❑ ❑ ❑ ❑ 153
Guide to CMS Screens 154
Figure A-1. CMS Programming 155
Upgrade Information 157
MS-DOS 3.3 158
MERLIN LEGEND 159
CMS Factory Settings 159
Glossary 161
FCC Notification 175

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AT&T Call Management System Manuale delle Istruzioni Pagina 89

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