AT&T Merlin II Feature Module 2, System Manual

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Bon Voyage Travel
DAY CMSIIR2 4 : 0 4 p 0 6 / 0 2
SYSTEM STATUS
LINE GROUP INFORMATION
L i n e
Lines Split
Group
Busy
T o t a l M a i n S e c F l o w
A PUBLIC 0 4 1 3
On
B SPECL 0 3 1 3
On
C CHART
0 6 2 4
On
D CORP
0 2 3 -
Off
SPLIT INFORMATION
Agents
Waiting
Abandon I n t r f l o w Calls Handled S e r v
S p l i t ACD Avail ACW Out Oth Num Old Num Delay
In Out Num AvgTalk ASA Levl
1 PERS 0 0 0 7 0 0 0 0
0s 0
0 0
0:00 0s 0%
2 CHART
0 0 0 7 0 0 0 0
0s 0 0 0
0:00 0s 0%
3 CORP
0 0 0 3 0 0 0 0
0s 0
0 0
0:00 0s 0%
4 SUPPT
0 0 0 2 0 0 0 0
0s 0
0 0
0:00 0s
0%
5 - 0 0 0 0 0 0 0 0
0s 0
0 0
0:00 0s
0%
6 -
0 0 0 0 0 0 0 0
0s 0 0 0
0:00 0s 0%
F 1 0 - H e l p
F D a y /
F Set F S e l e c t F Events
F L i n e
F S p l i t F Config
F System
1
Night 2 Options 3 Exceptns 4 Log 5 Status 6 Status
7 Screen
8 M e n u
So you can tell at a glance if CMS is operating efficiently, the System Status
screen lists:
●
The status of line groups such as the number of busy lines and the total
number of lines in the line group
●
How splits are assigned to line groups and whether intraflow is active
●
Status information on each split such as the number of agents on CMS
calls and the number of available agents
●
The number of calls waiting for each split
●
Important data collected since the beginning of the report hour such as the
number of calls handled and the service level
NOTE: The System Status screen shows an agent to be on an ACD
call while the call is ringing at the agent’s voice terminal. The CMS
supervisor should be aware that agents are not credited with an ACD
call until they actually pick up their handset to answer the call.
When CMS transfers a call to an agent, the call disappears from the
group of calls waiting to be answered by an agent. If the call is
refused, it reappears in the same group of waiting calls.
If the System Status screen indicates a problem that needs immediate
correction, you can make that correction through dynamic reconfiguration.
For more information, see “Dynamic Reconfiguration,”
You can also change the system from Day Service mode to Night Service
mode using
[ F1 ]
(labeled “Day/Night”) on the System Status screen. In Day
Service mode, CMS routes calls to agents. In Night Service mode, CMS
connects incoming calls to the voice announcement unit and disconnects them
when the announcement is over. For more information, see “Selecting Day
or Night Service,” later in this section.
5-16 Monitoring Call Management