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AT&T Merlin II Feature Module 2, System Manual

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Using MERLIN II System Features with CMS

ANSWERING

With a MERLIN II system voice terminal an agent can easily place and answer
both outside and intercom calls, set up a conference call, transfer calls, and

use the Auto Intercom and Manual Signaling features to contact other people
in the MERLIN II system. An agent can also choose a ringing pattern that

helps identify his or her voice terminal when it rings.

If you or your agents need more information about any of the MERLIN II
system features described here, see the  MERLIN II System Manual.

CMS CALLS

When a CMS call comes in, the CMS automatically distributes the call to an
available agent in the appropriate split, according to which agent has been
available the longest. If all agents are busy, CMS connects the caller to a
recorded delay message and then puts the call on hold. The caller is

connected to an agent when one becomes free. Agents should be aware that:

●   

They will receive CMS calls only if the light next to the button labeled

Available is on.

●   

All lines and/or line pools should be programmed for no ring. (See

“Ringing Options “ in this section. ) However, when CMS distributes a call

to an available agent, the agent’s voice terminal does ring.

NOTE: 

Advise agents that even though they may see a light flashing next

to a line button, they should not pick up the handset unless the call is
ringing at their own voice terminal.

To answer a ringing call, the agent merely has to:

1   

Lift the handset or switch on the headset.

The agent is automatically connected to the CMS call.

If a CMS agent does not answer a CMS call within several rings (the number
is set by your system administrator), the call returns to CMS. That agent is
placed in the logged out state (the light next to Available goes off), and the
computer statistics show that the agent refused a call. The agent will not
receive any more CMS calls until he or she announces availability again by
touching  Available.

When the call is finished,

1   

Hang up the handset, or press the switchhook, or switch off the headset.

NOTE: 

If agents need to complete paperwork connected with a previous

CMS call, they must touch the  ACW  button  before  hanging up from the
call.

THE MEANING OF THE

You can check the status of a line by looking at the lights next to the line or

VOICE TERMINAL LIGHTS

line pool button. The following chart will remind you of the meaning of the
lights.

6-14 Using MERLIN II System Features with CMS

Summary of Contents for Merlin II Feature Module 2

Page 1: ...AT T 999 501 149 MERLIN lI COMMUNICATIONS SYSTEM Feature Module 2 Call Management System System Manual ...

Page 2: ...ut notice AT T assumes no responsibility for any errors that may appear in this document MERLIN is a registered trademark of AT T MS DOS is a registered trademark of Microsoft Corporation To order copies of this document call the AT T Customer Information Center 1 800 432 6600 and include the document number 999 501 149 with your order ...

Page 3: ...r Editing Shift Configurations Assigning Agent IDs Administering Lines and Line Groups Setting Options Selecting Exceptions Backing Up Shift Configurations 4 1 4 3 4 5 4 21 4 24 4 28 4 31 4 47 Section 5 Supervising CMS Overview 5 1 The Administrator Supervisor s Responsibilities 5 3 The Attendant Console 5 4 Startup Procedures 5 8 Making Agents Available for CMS Calls 5 12 Monitoring Call Manageme...

Page 4: ...inter Problems Agent Problems Managing Calls if CMS is Disabled 9 1 9 2 9 10 9 14 9 15 9 16 9 17 9 19 9 22 Section 10 Quick Reference Guides Overview 10 1 Quick Reference Guide to Your PC Keyboard 10 2 Quick Reference Guide to Entering and Editing Data 10 3 Quick Reference Guide to Dynamic Reconfiguration 10 5 Map of Screens for CMS Administration 10 6 Map of Screens for Call Management 10 7 Gloss...

Page 5: ...stem oriented to the way your business operates The CMS Planning Guide includes forms for recording the decisions you make during planning A complete set of CMS and MERLIN II system planning forms will help insure a trouble free system installation and administration If you don t have a completed set of planning forms at this point the CMS Planning Guide is the place to start The MERLIN II Communi...

Page 6: ...for the 6300 WGS or the two 5 1 4 inch disks for either the 6300 WGS or the PC 6300 If you have not already installed the hardware do so according to the instructions in the MERLIN II Communications System Installation and Getting Started Guide for the Call Management System 4 Administering CMS This section tells you how to use your personal computer PC to perform the administration activities tha...

Page 7: ...procedures and information Glossary The Glossary defines CMS terms and describes how CMS statistics are calculated Index The index provides page references for screens terms and procedures Documentation Conventions Several special symbols and typefaces appear in this manual For instance keys that appear on your keyboard are shown like this F1 function key F1 or like this press both of these keys s...

Page 8: ...formation that is basic to understanding CMS and using this manual effectively It is organized as follows Key Concepts explains important CMS terms A Typical CMS Application describes how Bon Voyage Travel a hypothetical business uses CMS to manage its incoming call traffic This example reappears elsewhere in this manual and other CMS documents to illustrate CMS concepts Key Facts and Consideratio...

Page 9: ... are answered by agents who are divided into agent splits A split is a team of agents who handle the same type of incoming calls Each split is assigned to answer calls for one or more line groups You can have up to six splits with a maximum of 28 agents in a split However no more than 28 agents can be active in CMS at any one time A shift configuration is an arrangement of line groups and agent sp...

Page 10: ...om work state to work state agents in an active shift configuration always know what state they re in by the status of the lights next to the buttons Available light on available state ACW light on after call work state Both lights off logged out state To have both lights on is not possible When agents touch the Available button to enter the available state the light next to the Available button g...

Page 11: ...shold it may be sent intraflowed to an available agent in the secondary split if intraflow is on You can modify this basic sequence by using the CMS answer delay and force delay options and by making one or more CMS lines priority lines When no agent is available to answer the call the answer delay setting determines how long a call rings before CMS answers and connects it to the delay message Wit...

Page 12: ...ions In order to handle three different types of customers and to manage the frequent overflow of calls Bon Voyage s CMS administrator has divided the telephone lines customers use into four line groups and organized the travel agents into four splits Figure 2 1 shows a diagram of Bon Voyage Travel s CMS FIGURE 2 1 Bon Voyage Travel s CMS Special Line Group 555 8532 555 8518 555 8531 Public Line G...

Page 13: ...lit consisting of two agents is the main split for the Corporate line group The telephone numbers for the Corporate line group are 555 0917 and 555 0918 Since both the Charter Travel split and the Corporate Travel split handle group trips the Corporate Travel split serves as a secondary split a backup split to handle call overflow from the Charter Travel split Likewise the Charter Travel split bac...

Page 14: ...peration Bon Voyage Travel s line groups and agent splits are typical for a travel agency Other businesses would have other names for their line groups and splits For example a wholesale distributor might have line groups and splits for inside sales and customer service such as order tracking while a bank may have line groups and splits dedicated to specific types of loans and customer services cr...

Page 15: ...jacks must be designated as attendant jacks during MERLIN II system administration The CU1 and CU2 ports must have lines administered in the same order to insure proper operation of the Voice Announcement unit The MERLIN II system must always be set to large in order for CMS to work The MERLIN II system cannot be in Behind switch mode during CMS operation It can however operate behind a switch in ...

Page 16: ...ne groups An agent split may be designated the secondary split for one more than one or all line groups An agent split assigned as the main split to one or more line groups can also be assigned as the secondary split to one or more additional line groups Up to four wall mounted alerts can be used with CMS They are connected to line jacks on the MERLIN II system control unit and administered to lig...

Page 17: ...cribes how to use CMS screens enter and edit data and access help screens INFORMATION This version of CMS is designed to work with both the AT T PC 6300 and AT T 6300 WCS operating under MS DOS version 3 2 or later The PC 6300 can also use MS DOS version 3 1 It is not designed to work with any other personal computer CMS Enhancements Some of enhancements to the previous CMS release include Assigni...

Page 18: ... or have purchased an AT T 6300 WGS and you have MERLIN II System Console to be used as an administrator attendant you don t require any more hardware If using the PC 6300 make sure it has at least 512K RAM If using the 6300 WGS make sure it has the VDC 400 installed not the VDC 750 If you have an older version of CMS and have used a PC 6300 PLUS with it you can remove the CMS expansion card and p...

Page 19: ...es In order to make a duplicate of the CMS diskettes the MS DOS system program including the diskcopy command should be on your hard disk If you need to install the MS DOS system program use the MS DOS diskette labeled MS DOS GW BASIC System Diskette and follow the directions in the guide that comes with that diskette DUPLICATING THE CMS DISKETTE 1 2 3 Also you should set your PC for the correct d...

Page 20: ... the blank diskette and press any key This diskette is the target diskette the diskette on which the information is being copied The in use light comes on while the system is copying the source diskette onto the target diskette If the blank diskette is not formatted the message Formatting While Copying appears on the screen NOTE Depending on the amount of memory on your PC the system may prompt yo...

Page 21: ...the installation procedure Additional messages appear in the lower area of the screen If the system has less then 51X RAM memory the following error message appears Insufficient System Memory for CMS A Minimum of 512K System Memory is Required Increase System Memory and Repeat Installation If this message appears you must upgrade your system by increasing its RAM to a minimum of 512K before you ca...

Page 22: ...irections on using the MS DOS del delete and dir directory commands to delete files see the user s guide that comes with the MS DOS diskette 5 Once the installation program has copied all the CMS programs and files onto the hard disk the final installation message appears on your screen Call Management System Successfully Installed When this message appears the program returns control to MS DOS an...

Page 23: ... together then press SET THE DATE The date and time are important parts of your daily CMS statistics and must be represented correctly on your PC screen When you have set up your PC and copied the MS DOS program onto the hard disk the system prompts you to check the date and the time to be displayed on the screen If either is not correct follow the procedures below When in CMS you can check the ti...

Page 24: ...nt time is 0 01 30 00 Enter new time 2 If the time is correct press If the time is incorrect type in the correct hour and minute for example 9 03 and press MS DOS works on the basis of a 24 hour clock so if you want to enter the time as 2 30 p m you must type 14 30 MS DOS keeps track of the seconds and hundredths of seconds for you 3 8 Installing the CMS Software ...

Page 25: ...is prompt Flow All Splits Intra Spl Thresh Ring Grp Main Sec Flow 1 10s Off A 1 3 On 2 5s Off B 1 3 On 3 30s Off C 2 4 On 4 30s Off D 3 Off 5 30s O f f 6 30s Off Answer Y or N The following types of information may appear in each area of the screen Each number below corresponds to a number to the left of the screen 1 ID line The ID line contains Business name Status indicators concerning problems ...

Page 26: ...s F10 Help appear to the far right in you that pressing F10 lets you access the help Entering and Editing Data in this section in this area of the screen tell you the current meaning of the function keys on your keyboard The function key labels depend on the screen you are viewing except F10 which is always access to a help screen When you press a function key usually a new screen or a prompt appe...

Page 27: ... 5 30s Off 6 30s Off Configuration l DAILY F10 Help F Clear F Config F Admin 5 Config 7 List 8 Menu Bon Voyage Travel ADMIN CMSIIR2 3 56p 06 02 Agent Agent N u m A n s w e r F o r c e A u t o Split Pos ID S p l i t Pos ID G r o u p L i n e s D e l a y D e l a y A C W 1 PERS 16 TOM 3 CORP 3 7 I K E A PUBLIC 4 5s On 5s 17 CLIFF 39 TINA B SPECL 3 5s Off 10s 19 ERNIE 40 DIANA C CHART 6 5s Off 5s 21 DE...

Page 28: ...n your work in a blank field keyboard the backspace key or One character to the left the left arrow key This key does not work on the numeric in a blank field keypad Follow these guidelines when completing the fields in a prompt You may use uppercase or lowercase letters in your entries In the examples in this manual entries are usually shown lowercase On your screen almost all entries appear as u...

Page 29: ...n entry Move the cursor to the first character you want to change and retype the entire entry from that character onward You cannot use INSERT to insert a character between other characters replace a long entry with a shorter one Type over any characters you want to change then Press SPACE the space bar after the last character of the new entry The remaining characters in the previous entry disapp...

Page 30: ...assign them to line groups Setting Options Tailor CMS for your business by defining your business name service threshold abandoned call threshold and message length You can also set your PC to beep whenever an unusual or undesirable situation occurs Selecting Exceptions Select the exceptions such as talk time and refused calls that are appropriate for your business Backing Up Shift Configurations ...

Page 31: ...ORED SHIFT CONFIGURATIONS SET ADMINISTER OPTIONS CONFIGURATION EXCEPTIONS AGENT DIRECTORY ADMINISTER LINES AND LINE GROUPS SERVICE LEVEL AGENT EXEPTIONS AGENT ABANDON SPLIT SPLITS THRESHOLD EXCEPTIONS LINE ALARM GROUPS ON OFF CALL DELAY MSG LENGTH ASSIGN FLOW ALERTS BUSINESS NAME LINE GROUP EXCEPTIONS 4 2 Overview ...

Page 32: ... to Starting the CMS Program Automatically in Section 3 If the A prompt appears instead of the C prompt type c and press to change to disk drive C 2 When the C prompt appears type cd cms and press 3 When C reappears type cms and press This starts the CMS program The CMS Main Menu shown below appears Bon Voyage Travel CMS CMSIIR2 2 03p 06 27 C A L L M A N A G E M E N T S Y S T E M C M S F O R T H E...

Page 33: ... F3 Administer Lines and Line Groups F5 Set Options F6 Select Exception Thresholds to be Monitored F8 Exit From the Administration Module SELECT ADMINISTRATION FUNCTION F10 Help F Config F Agent F Lines F Set F Select F Exit 1 List 2 Directry 3 Groups 5 Options 6 Exceptions 8 Admin 5 Press the function key for the administration activity you want to perform 6 Turn to the corresponding instructions...

Page 34: ...on is for weekends and holidays NOTE Night Service mode is different from a night configuration During Night Service CMS connects all incoming calls to a message and automatically disconnects the calls when the message is over For more information see Selecting Day or Night Service in Section 5 In a shift configuration splits are assigned to line groups as main splits and secondary splits A main s...

Page 35: ...hift configuration that was last edited Rename a Shift Configuration Name or rename a shift configuration Select a Startup Configuration Select one of your shift configurations to be invoked automatically during the startup procedure Return to Other Screens If you press F7 labeled Config Screen you return to the Configuration Screen which displays the configuration you last selected That configura...

Page 36: ...matically in the after call work state Before you can create or change a shift configuration you have to identify your lines and line groups using the procedures under the heading Administering Lines and Line Groups later in this section of the manual Turn to those instructions now if you have not already completed that part of administration Refer to the CMS Agent Split Planning Form you created ...

Page 37: ...urn to the instructions If you are building your first configuration your must perform the first two activities Administering Splits Add move or remove agents in the splits in a configuration Administering Call Flow Assign splits to groups set intraflow thresholds turn intraflow on or off and designate splits for Ail Ring Operation optional If you are editing a configuration that you built earlier...

Page 38: ...in this configuration Then use F6 labeled Change Split ID to assign an ID to each split Bon Voyage Travel AGENT SPLITS A g e n t S p l i t Pos ID 1 PERS 16 TOM 17 CLIFF 19 ERNIE 21 DEB 23 BOB 24 SHERM 25 WALT 2 CHART 27 BEN 28 SAM 29 NORM 3 1 D I 32 CARLA 3 3 B J 35 MAX A g e n t S p l i t Pos ID 3 CORP 3 7 I K E 39 TINA 40 DIANA 4 SUPPT 4 2 R O N 43 NANCY 5 6 CALL FLOW Configuration 1 DAILY ADMIN...

Page 39: ...bable MERLIN II system configuration would allow for the following The attendant port for the MERLIN II system administrator would be port number 10 The attendant port for the CMS administrator would be port number 14 The attendant ports for CU1 and CU2 would be port numbers 18 and 22 Subsequent analog modules would allow for additional attendant ports to be administered 3 Enter a split number 1 t...

Page 40: ...ady listed on the Agent Directory screen The agent is simultaneously added to a split and to the Agent Directory screen Prompt NEW AGENT Last Name First ID P o s _ Split _ Action 1 Make entries in these fields as follows Last name up to 12 letters numbers or special characters First up to 8 letters numbers or special characters ID up to 5 letters numbers or special characters Position a 2 digit ME...

Page 41: ...ime a customer spends listening to ringing and the time the customer spends on hold You can set a different answer delay value for each line group depending on the type of lines in the group and the amount of time the caller is likely to wait before an agent is available Consider these factors when choosing an answer delay value for a line group To 1 2 3 Someone begins paying for a call as soon as...

Page 42: ...etter _ 3 Type in the group letter for the line group you want to administer 4 Press F8 labeled Enter Data The setting will toggle automatically to on or off depending on the setting before you made the change The initial setting is off This feature provides hands free operation and allows an agent to use an automatic answer headset adapter After an agent completes a call the automatic after call ...

Page 43: ...dy in the secondary split have exceeded the intraflow threshold however the secondary split will not accept intraflowed calls until the calls waiting have been answered For a detailed description of how and when calls are intraflowed see How Intraflow Works in this section of the manual Consider these points when establishing your intrafiow threshold s How long do you want your customers to wait f...

Page 44: ...agent is available in the main split If an agent becomes available at any step CMS immediately transfers the canto that agent If a call comes in and no agent is available in the main split the call is treated as 1 2 3 4 follows The call continues to ring for the answer delay interval you have established CMS answers the call and connects it to the voice announcement unit for a delay message The ca...

Page 45: ...nd secondary splits to line groups Initially all splits are unassigned you choose which split answers calls for each line group If you do not want to assign a secondary split leave that field blank To remove a secondary split already assigned to the line group type a hyphen in that field Prompt ASSIGN SPLITS Line Group Letter _ Main Split _ Secondary Split _ Action 1 Enter a line group letter A th...

Page 46: ...a ghost agent as the only member of the split Your MERLIN II system administrator must give you an unused intercom position number for your ghost agent Your real agents must have Cover buttons on their voice terminals that correspond to cover the ghost agent s intercom number The real agents do not need to be assigned to a split If you do assign them to a split they cannot be in the same split as ...

Page 47: ... Clearing a Configuration Pressing F5 labeled Clear Config on the Configuration screen clears the contents of a shift configuration The contents of the shift configuration are not deleted just emptied so that a clean configuration exists You might want to do this if you have made several configuration mistakes and want to begin again instead of making changes Prompt CLEAR CONFIG Are you sure Y N _...

Page 48: ...on in a previously unused configuration or store it in place of another configuration For example you could edit configuration 1 shift 1 in our example and replace the original with the updated copy If you want to keep the original shift 1 configuration as well as the edited copy store the copy in an unused configuration number Pressing F2 labeled Save Config screen selects this activity The word ...

Page 49: ...up Configuration You can select one of the six shift configurations to be invoked automatically during the CMS startup procedure Don t select a startup configuration however if you want to choose a configuration each time you begin managing calIs Press F4 labeled Choose Startup on the Stored Shift Configurations screen to choose this activity Prompt CHOOSE STARTUP CONFIGURATION Enter for none Conf...

Page 50: ...l l y W i l l i a m Benny B i l l y J o e Gene Maxwell Sam ID HARRY TOM DI CHUCK CLIFF WARD CLINT SALLY BILL BENNY BJ GENE MAX SAM Last Name Middon 0 Rourke P a n t i l l y P a t r i c k Peters P i e r s P r i c e Reynolds R i c e R i c e Turner Turton Turton Weiss F i r s t Beth Walter E r n i e Bob Norman Benjamin Sherman Nancy Ronald Diana Carla I k e Tina Debra ID BETH WALT ERNIE BOB NORM BEN ...

Page 51: ... as well as the data files For more information see Section 8 Archiving Data Prompt REMOVE AGENT ID Action 1 Enter the ID of the agent to be removed 2 When the confirmation prompt appears type y to confirm your request or n to deny it 3 Press F8 labeled Enter F3 Change Agt Info Use this function or first name To change an agent s ID agent with a different ID Prompt CHANGE AGENT INFO ID Data key to...

Page 52: ...o select the Configure Splits screen This function key only works if you have already selected a particular configuration to build or edit F8 Admin Menu Press this function key to return to the Administration Menu screen Assigning Agent IDs 4 23 ...

Page 53: ... assign those lines to their own line groups For example if the Sales Department handles four local lines and two WATS lines you may want to place the local lines in one group and the WATS line in another in order to get separate summary reports on each type of line You should have also determined which lines should have priority status If you have lines that should be answered before other lines ...

Page 54: ...function key for the activity you want to perform If you are administering line groups for the first time you should first add lines then assign line group IDs with F6 labeled Change Group ID then possibly designate certain lines as priority lines with F4 labeled Change Priority Perform the activity using the instructions on the following pages Press F8 labeled Admin Menu to return to the Administ...

Page 55: ...elephone number or some other identifier up to 5 letters or numbers such as WATS1 or WATS2 3 Enter the letter A through D for the line group to which you are assigning a line 4 Press F8 labeled Enter Data F2 Remove Line Use this function key to remove a line from CMS To help you avoid removing a line by accident CMS prompts you to confirm your request NOTE When removing lines from the CMS PC make ...

Page 56: ...Prompt CHANGE LINE ID Old Line ID New Line ID Action 1 In the first field enter the line ID you want to change 2 Type a new line ID up to 5 letters or numbers 3 Press F8 labeled Enter Data F6 Change Group ID Use this function key to assign or change the ID for a line group The IDs help you identify the line groups on the status screens and reports A line group and a split can have the same ID Prom...

Page 57: ... add more agents to a split The service level limit you choose depends on your particular business The service level limit is measured from the time a call first rings until the call is connected to an agent This can include answer delay time if any time connected to the voice announcement unit if any and time on hold if any You need to decide how quickly you want the majority of your calls answer...

Page 58: ...the number of calls CMS cart manage within a given period of time For this reason you will want to keep the message as short as possible When the message starts playing to a caller a timer is started If the message has not ended within five seconds of the delay message length you specify on the options screen the following warning message appears on your screen WARNING Message Unit Problem Check M...

Page 59: ...rm On Off You can choose to have your PC beep every time an exception message system message or error message appears Press F3 labeled Alarm On Off to change the setting that appears in the Audible Alarm field on your screen In this field On means the PC beeps and Off means the PC doesn t beep Initially the alarm is on F4 DelayMsg Length Each time you record a new delay message you should time the...

Page 60: ...hen problems arise Most businesses need only two or three exceptions Using all the exceptions available or setting unrealistic exception thresholds merely gives you unusable or inappropriate data Consider these points when choosing the exceptions for your business In sales line groups the exceptions that indicate the length of time all lines are busy and the number of abandoned calls are important...

Page 61: ...lerts can be associated with those exceptions that are displayed with the dividing slash When assigned the external alert lamp will light when the corresponding exception occurs Initially all exceptions are set to Off and all thresholds are blank Exceptions are divided into three types agent split and line group General instructions for administering exceptions and assigning external alerts to the...

Page 62: ...o be mounted on a wall in full view of the CMS supervisor and possibly the agents They provide a visual alert by lighting up whenever an exception to which they are assigned is occurring These alerts like most other equipment compatible with the MERLIN II system must be installed connected to the appropriate ports in the MERLIN II system and administered External alerts are connected to line jacks...

Page 63: ...w Bon Voyage Travel ADMIN CMSIIRZ 11 29a 06 13 EXCEPTION SETTINGS Split Line Group Exception On Off l A 2 B 3 C 4 D 5 6 AGENTS Talk Time xxx sec Off After Call Work xxx min Off Agent Logout ACW xxx min Off Refused Call Off SPLITS Abandon Calls xx Off Calls Waiting xx Off 3 1 Oldest Call Wait xxx sec Off 10s 2 Avg Speed Answer xxx sec Off l0s 3 LINE GROUPS All Lines Busy xxx sec Off 5s 4 Line Hold ...

Page 64: ...minister Exceptions under the heading Instructions for Selecting Exceptions earlier in this section ASSIGNING EXTERNAL ALERTS TO LINE BUTTONS To assign an external alert to an exception follow these steps 1 Press either F5 labeled Previous Field or F6 labeled Next Field to select the alert number field 1 2 3 or 4 to which you are assigning a line button number 2 Enter the line number 1 through 32 ...

Page 65: ...u are sure of the following To 1 2 3 The alert is not assigned to an exception The alert number field shouldn t have a number assigned and instead should have a hyphen remove a line button number from an alert do as follows Press either F5 labeled Previous Field or F6 labeled Next Field to select the alert number field 1 2 3 or 4 from which you are removing a line button number Enter a hyphen in t...

Page 66: ...h for each split or group either 1 999 seconds or 1 99 calls depending on the exception type NOTE If the threshold value is too low the exception and alert will be triggered each time a call comes in for that split or group 3 Enter a hyphen into each field where you do not want to activate an exception 4 To have that exception trigger an external alert enter into the second field right of slash fo...

Page 67: ...alk Time xxx sec Off After Call Work xxx min Off Agent Logout ACW xxx min Off Refused Call Off Abandon Calls xx Off Calls Waiting xx Off 3 1 Oldest Call Wait xxx sec Off 10s 2 Avg Speed Answer xxx sec Off 10s 3 LINE GROUPS All Lines Busy xxx sec Off 5s 4 Line Hold Time XX m i n Off Line Hold Time xx sec Off ALERTS Alert Line Button Numbers 1 29 2 30 3 31 4 32 F 1 0 H e l p F T a l k F A C W F Agen...

Page 68: ...t has been in the ACW state as long as or longer than the threshold set for that split Prompt ACW minutes ON OFF Split 1 2 3 4 5 6 Action 1 Type on or off Press F6 labeled Next Field to keep the current value 2 Enter a number of minutes 1 through 999 for each split To leave the exception turned off for a split enter a hyphen 3 Press F8 labeled Enter Data after the last field Exception Split X Agen...

Page 69: ...ents or faster call handling Pressing F2 labeled Split Exceptns from the Exception Settings screen selects the Split Exceptions screen shown below The box indicates the split exceptions Bon Voyage Travel ADMIN CMSIIR2 11 15a 06 13 EXCEPTION SETTINGS Split Line Group Exception On Off 1 A 2 B 3 C 4 D 5 6 AGENTS Talk Time xxx sec Off After Call Work xxx min Off Agent Logout ACW xxx min Off Refused Ca...

Page 70: ...n or off Press F6 labeled Next Field to keep the current value 2 If you want to enter threshold values enter a number 1 through 99 for each split If you do not want to activate this exception for a particular split type a hyphen 3 Press F8 labeled Enter Data after the last field Exception Split X Abandoned Calls XX F2 Calls Waiting Number of Calls Waiting The calls waiting exception refers to the ...

Page 71: ...umber or enter a hyphen in the field to the right of the slash 4 Press F8 labeled Enter Data after the last field Exception Split X Oldest Call Waiting XXX sec F4 Avg Speed Average Speed of Answer The average speed of answer is the average time it takes from the time a call rings until it is connected to an agent in a given split This includes the answer delay the amount of time a call rings befor...

Page 72: ...ssing F3 labeled Group Exceptns from the Exception Settings screen selects the Line Group Exceptions screen shown below The box indicates the line group exceptions Bon Voyage Travel ADMIN CMSIIR2 11 18a 06 13 EXCEPTION SETTINGS Split Line Group Exception On Off l A 2 B 3 C 4 D 5 6 AGENTS Talk Time xxx sec Off After Call Work xxx min Off Agent Logout ACW xxx min Off Refused Call Off SPLITS Abandon ...

Page 73: ... 1 2 3 4 Type on or off Press F6 labeled Next Field to keep the current value If you want to enter threshold values enter a number of seconds 1 through 999 for each group If you do not want to activate this exception for a particular group type a hyphen Assign an alert number or enter a hyphen in the field to the right of the slash Press F8 labeled Enter Data after the last field Exception Group X...

Page 74: ...list SUMMARY CHECKLIST The summary below provides a checklist for assigning external alerts to CMS 1 2 3 4 5 Line button numbers for the alerts are assigned to line ports on the MERLIN II System control unit by the MERLIN II system administrator External alerts are mounted on the wall and connected to the line ports either directly or through building wiring Each alert is clearly marked and identi...

Page 75: ...splits or line groups for which thresholds are set and for which visual alerts are to light Up when the thresholds are met or exceeded NOTE If all external alert wiring and administration procedures are complete alerts may be assigned to specific exceptions from the Exception Setting screen while CMS is managing calls 4 46 Selecting Exceptions ...

Page 76: ...nsert the diskette labeled CMS Duplicate Copy into disk drive A Instructions for making a duplicate copy are found in Section 3 Your 6300 WGS and CMS 2 At the C prompt type the following commands to change to the cmsmgmt directory a directory within the CMS program on the hard disk Press after each command If you just exited to MS DOS from the CMS program you will be in the cms directory Skip the ...

Page 77: ... duplicate onto the hard disk type copy a shift cms c To copy a single shift configuration from the duplicate type copy a shiftX cms c Replace X with the number of the shift configuration 3 To copy the system tables from the duplicate copy onto the hard disk type copy a systbls cms c 4 Remove the duplicate when the red light on disk For more information on restoring CMS after system Troubleshootin...

Page 78: ...calls and how they can enter after call work state or logged out state Monitoring Call Management Explains the status screens that give you current information on agent and split activity call traffic and system problems Dynamic Reconfiguration Describes changing a shift configuration while CMS is managing calls Typical activities during dynamic reconfiguration are reassigning agents or turning on...

Page 79: ...WER AGENT DELAY ASSIGN CHANGE CHANGE SELECT SERVICE AGENT SPLITS PRIORITY AGT STAT CONFIG LEVEL EXPECTATIONS REMOVE FORCE FLOW AGENT DELAY ON OFF SAVE CONFIG RENAME CONFIG MOVE AUTO SET AGENT ACW THRESH REPLACE ALL RING AGENT CHOOSE STARTUP DAY SET SELECT EVENTS NIGHT OPTIONS EXCEPTIONS LOG ABANDON SPLIT THRESH EXCEPTIONS ALARM GROUP ON OFF EXCEPTIONS DELAY ASSIGN MSG ALERTS LENGTH BUSINESS NAME O...

Page 80: ...ations of line groups and agent splits See Section 4 Administering CMS Monitoring line status split status call traffic and system problems during call management See Monitoring Call Management and Dynamic Reconfiguration in this section Helping agents understand the MERLIN II system features that they to handle CMS calls See Section 6 Handling CMS Calls Generating reports See Section 7 Generating...

Page 81: ...For more information on connecting your console to an attendant jack see Other Attendant Positions under the heading Complete the Master Planning Form in Section 2 of the MERLIN II Communications System with Feature Module 2 Installation and Administration Manual Your console also needs buttons for lines and the Auto Intercom feature If you need information on using the line buttons and the Auto I...

Page 82: ...hat CMS is starting up for the day and the agents should touch their Available buttons to signal CMS that they are ready to receive calls The agents will hear your voice through their voice terminal speakers However the agents must not lift their handsets during the announcement or the announcement is terminated NOTE If you want to assign paging groups to buttons you need one button for each pagin...

Page 83: ... what the new numbers are CMS does not operate properly with flexible numbering If Group Page will not work with the assigned flexible numbers use the above default codes If Group Page doesn t work with either the flexible numbers or the default codes see your MERLIN II system administrator To program other MERLIN II system features onto your own or your agents voice terminals such as Last Number ...

Page 84: ...2 62 702 712 Intercom 555 1415 555 8515 Alert CMS 13 23 33 43 Voice 53 63 703 713 Intercom 555 1414 555 8532 Alert CMS 14 24 34 44 Ring 54 64 704 714 Disconnect 555 8518 15 25 35 45 55 65 705 715 555 8531 16 26 36 46 56 66 706 716 555 0911 17 27 37 47 57 67 707 717 555 0912 18 28 38 48 58 68 708 718 555 0913 19 29 39 49 59 69 709 719 555 0914 Conference Drop Transfer Recall 555 0915 Shift 1 Shift ...

Page 85: ... program The CMS Main Menu below appears Bon Voyage Travel CMS CMSIIR2 2 03p 06 27 C A L L M A N A G E M E N T S Y S T E M C M S F O R T H E M E R L I N r I I C S c 1 9 8 6 1 9 8 7 1 9 8 8 b y A T T MAIN MENU F1 Start Call Management F4 Administer CMS Agents Lines Configurations F5 Print Reports F8 Exit to DOS F Start F Admin F P r i n t 1 Call Mgt 4 CMS 5 Reports F10 Help F E x i t 8 to Dos 4 Pre...

Page 86: ...o see if sufficient file space exists to store data If you receive an error or warning message turn to Section 9 Troubleshooting for instructions 5 At this point enter the number of the configuration you want to use and press F8 labeled Enter Data The screen clears except for the following message INITIALIZATION IN PROGRESS PLEASE WAIT Another series of system checks begins and the configurations ...

Page 87: ...fter an agent receives his first call Upon completion of the call the agent is placed into ACW for the administered time and then returned to the Available state automatically 7 Press the function key for the activity you want to perform next For information on moving the cursor in prompts entering data and editing data see Using Your PC with CMS in Section 3 The function keys active on this scree...

Page 88: ...ring incoming calls but continues to function until all calls already in the system are completed This includes any call already answered by CMS whether it is connected to the voice announcement unit waiting in a queue or connected to an agent The status screens continue to be updated as long as calls are being handled Once all calls are completed the historical data are written to the disk and th...

Page 89: ...he CMS supervisor you must decide how to define this work state for your business NOTE An enhancement to the ACW state is the automatic after call work Auto ACW state The agent does not have to touch the voice terminal buttons to determine work states except to log out This hands free operation allows an agent the option of using a headset adapter The after call work state occurs automatically upo...

Page 90: ...n he or she can touch Available and the light next to that button goes on When agents no longer need to be in the after call work or logged out state and are available again for CMS calls they can announce their availability by turning on the light next to Available When agents are not available for CMS calls they can do one of the following If they want to enter the logged out state they can turn...

Page 91: ...has passed the light next to the ACW button goes off and the light next to the Available button turns on The agent is made available automatically for the next incoming call If an agent is finished with the paperwork before the specified time has elapsed the agent can touch Available on the voice terminal which turns on the light next to the button To enter the logged out state an agent can turn o...

Page 92: ...reconfiguration See Dynamic Reconfiguration To print a copy of any screen press Prt Sc while the screen is displayed NOTE If you see the message Don tPrtSc on the ID line or Printer Not Ready Using Prt Sc Key will Halt CMS on the error line donot attempt to print a screen If you attempt to print a screen while either of these messages is displayed CMS will stop running If the printer is not ready ...

Page 93: ...gents 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 cred...

Page 94: ...tus Press this function key to select the Line Status screen This screen displays information about every line and every line group For more information see Using the Line Status Screen later in this section F6 Split Status Press this function key to view a Split Status screen for a particular split You are prompted for the split number The Split Status screens give you a detailed picture of the a...

Page 95: ... F Line 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 Menu The numbers in the following list are keyed to the circled numbers in the screen above 1 Number of busy lines and total number of lines 2 Main and secondary split assignments and intraflow status Current Status of Agents and of Waiting Calls 3 Number of agents on ACD calls available to take c...

Page 96: ... Grp Main Sec Flow A 1 3 On B 1 3 On C 2 4 On D 3 Off F10 Help F Change F Events F Line F S p l i t F Config F System 1 Agt Stat 4 Log 5 Status 6 Status 7 Screen 8 Status The left section of the screen describes the activities of each agent in a particular split and summarizes the activity in the entire split The right side of the screen keeps you in touch with the system as a whole by summarizing...

Page 97: ...presented at the bottom of the screen F4 Events Log Press this function key to select the Events Log screen It lists the 19 most recent exceptions and system errors For more information see Using the Events Log Screen later in this section F5 Line Status Press this function key to select the Line Status screen It displays information about every line and every line group For more information see U...

Page 98: ...ed numbers in the screen above Individual Agents 1 Position number MERLIN II system intercom number and ID of agent 2 Current status i e busy with ACD call including ID of line that agent is using available to take call Avail in after call work state ACWork in logged out state LoggedOut in night state Night or on an other than ACD OtherCall call 3 Number of ACD calls answered during this hour aver...

Page 99: ... 0 0m 8531 Idle 0 0m CALL FLOW B 0 Busy 3 Total 0 Calls S p l i t s I n t r a Grp Main Sec Flow C 0911 Idle 0 0m A 1 3 On 0 9 1 2 Idle 0 0m B 1 3 On 0 9 1 3 Idle 0 0m C 2 4 On 0 9 1 4 Idle 0 0m D 3 Off 0 9 1 5 Idle 0 0m 0 9 1 6 Idle 0 0m F10 Help F Change F Events F S p l i t F Config F System 1 Priority 4 Log 6 Status 7 Screen 8 Status The left section of the Line Status screen summarizes the act...

Page 100: ...ays the 19 most recent exceptions and system errors For more information see Using the Events Log Screen later in this section F6 Split Status Press this function key to view a Split Status screen for a particular split You are prompted to enter a split number The Split Status screens summarize the activity in each split For more information see Using the Split Status Screens earlier in this secti...

Page 101: ...7 e 0 0m B 1 3 On e 0 0m C 2 4 On e 0 0m D 3 Off e 0 0m e 0 0m F10 Help F Events F S p l i t F Config F System 4 Log 6 Status 7 Screen 8 Status The numbers in the following list are keyed to the circled numbers in the screen above Individual Lines 1 Lines marked are priority lines and wil lbe answered first 2 Current status of line i e ringing idle waiting on hold or connected 3 Number of ACD call...

Page 102: ...on 2 0 Call Management Firmware Version 2 1 Clock Type 18 136 Split 2 Agent SAM Refused Call Split 2 Agent BEN Refused Call Split 2 Agent NORM Refused Call Split 2 Agent MAX Refused Call F10 Help F Line F S p l i t F Config F System 5 Status 6 Status 7 Screen 8 Status You must select the specific exceptions your CMS monitors If you have not selected any exceptions the Events Log screen lists only ...

Page 103: ...n of your system For more information see Dynamic Reconfiguration later in this section F8 System Status Press this function key to select the System Status screen It summarizes the activity in each split and line group For more information see Using the System Status Screen earlier in this section 5 26 Monitoring Call Management ...

Page 104: ... dynamic reconfiguration Pressing F1 labeled Config Screen at the Initialization screen or the System Menu or F7 labeled Config Screen from any status screen selects the Configuration screen It displays the current configuration as shown below Bon Voyage Travel DAY CMSIIR2 8 31a 06 03 AGENT SPLITS LINE GROUP OPTIONS A g e n t S p l i t Pos ID 1 PERS 16 TOM 17 CLIFF 19 ERNIE 21 DEB 23 BOB 24 SHERM ...

Page 105: ...mic reconfiguration or to select another screen press the RECONFIGURATION corresponding function key F1 Splits Press this key to select the Configure Splits screen and reassign add or remove agents For more information turn to Reconfiguring Splits later in this section F2 Line Groups Press this function key to change the length of time calls ring before CMS answers them and administer the amount o...

Page 106: ...HART 27 BEN 28 SAM 29 NORM 31 DI 32 CARLA 33 BJ 35 MAX S p l i t Pos ID 3 CORP 37 IKE 39 TINA 40 DIANA 4 SUPPT 42 RON 43 NANCY 5 6 DAY CMSIIR2 8 33a 06 03 N u m A n s w e r F o r c e A u t o G r o u p L i n e s D e l a y D e l a y A C W A PUBLIC 4 5s On 5s B SPECL 3 5s Off 10s C CHART 6 5s Off 5s D CORP 2 5s On 5s CALL FLOW F l o w A l l S p l i t s I n t r a S p l T h r e s h R i n g G r p M a i ...

Page 107: ... you intended Moving an agent to a different position in the same split does not affect the data being collected for that agent Moving an agent from one split to another however results in incomplete data for the hour in which the move was made To keep the agent s data as accurate as possible do not use the Move Agent function key to move an agent to a different split Instead remove the agent from...

Page 108: ...tion 1 Enter a split number 1 through 6 2 Enter a split ID up to 5 letters numbers or special characters 3 Press F8 labeled Enter Data F7 Config Screen Use this function key to return to the Configuration screen The box around the agents section of the screen disappears and the functions keys are relabeled F8 Agent Directory Press this function key to view the Agent Directory screen if you need to...

Page 109: ...delay value if you know callers have to wait for an agent Callers may be less inclined to hang up if they wait a little longer for CMS to answer the call but spend less time on hold Example Pressing F2 labeled Line Groups from the Configuration screen selects the line group function A box appears around the line group area of the Configuration screen and a different set of function keys appears at...

Page 110: ... t s I n t r a S p l T h r e s h R i n g 29 NORM Grp Main Sec Flow 1 10s Off 31 DI A 1 3 On 2 5s Off 32 CARLA B 1 3 On 3 30s Off 33 BJ C 2 4 On 4 30s Off 35 MAX D 3 Off 5 30s Off 6 30s Off Configuration 1 DAILY ANSWER DELAY Group Letter How Many Seconds F Cancel F Previous F Next F Enter 1 Prompt 5 Field 6 Field 8 Data To change answer delay for any line group respond to the prompt Prompt Answer D...

Page 111: ... L i n e s D e l a y D e l a y A C W 1 PERS 16 TOM 3 CORP 3 7 I K E A PUBLIC 4 45s On 5s 17 CLIFF 39 TINA B SPECL 3 5s Off 10s 19 ERNIE 21 DEB 23 BOB 24 SHERM 25 WALT 2 CHART 27 BEN 28 SAM 29 NORM 31 DI 32 CARLA 3 3 B J 35 MAX 40 DIANA C CHART 6 5s Off 5s 4 SUPPT 42 RON D CORP 2 5s On 5s 43 NANCY 5 6 CALL FLOW F l o w A l l S p l i t s I n t r a S p l T h r e s h R i n g Grp Main Sec Flow 1 10s Of...

Page 112: ... s D 3 Off 5 3 0 s 6 3 0 s F10 F Answer F Force F A u t o F Config 1 D e l a y 2 Delay 3 A C W 7 Screen R i n g Off Off Off Off Off Off Help To change force delay for any line group press F2 labeled ForceDelay and the following screen with the force delay prompt appears Bon Voyage Travel DAY CMSIIR2 4 00p 06 02 r AGENT SPLITS LINE GROUP OPTIONS Agent Agent N u m A n s w e r F o r c e A u t o S p l...

Page 113: ...c Flow 1 10s Off 31 DI A 1 3 On 2 5s Off 32 CARLA B 1 3 On 3 30s Off 3 3 B J C 2 4 On 4 30s Off 35 MAX D 3 Off 5 30s Off 6 30s Off Configuration 1 DAILY changed FORCE DELAY Group Letter B F Cancel F Previous F Next F Enter 1 Prompt 5 F i e l d 6 Field 8 D a t a Bon Voyage Travel DAY CMSIIR2 4 00p 06 02 AGENT SPLITS LINE GROUP OPTIONS Agent S p l i t Pos ID 1 PERS l6 TOM 17 CLIFF 19 ERNIE 21 DEB 23...

Page 114: ...s entering Auto ACW after the value was changed Example pressing F2 labeled Line Groups from the Configuration screen selects the line group function A box appears around the line group area of the Configuration screen and a different set of function keys appears at the bottom of the screen Refer to the following example Bon Voyage Travel DAY CMSIIR2 4 00p 06 02 AGENT SPLITS LINE GROUP OPTIONS Age...

Page 115: ... S p l T h r e s h R i n g G r p M a i n S e c F l o w 29 NORM 1 10s Off 31 DI A 1 3 On 2 5s Off 32 CARLA B 1 3 On 3 30s Off 33 BJ C 2 4 On 4 30s Off 35 MAX D 3 Off 5 30s Off 6 30s Off Configuration 1 DAILY changed AUTOMATIC ACW Group Letter Seconds F Cancel F Previous F Next F Enter 1 Prompt 5 F i e l d 6 Field 8 Data To change Auto ACW for any line group respond to the prompt Prompt AUTOMATIC AC...

Page 116: ...o G r o u p L i n e s D e l a y D e l a y A C W A PUBLIC 4 45s On 25s B S P E C L 3 5s On 10s C C H A R T 6 5s Off 5s D CORP 2 5s On 5s A g e n t S p l i t Pos ID 1 PERS l6 TOM 17 CLIFF 19 ERNIE 21 DEB 23 BOB 24 SHERM 25 WALT 2 CHART 27 BEN 28 SAM 29 NORM 3 1 D I 32 CARLA 3 3 B J 35 MAX A g e n t S p l i t Pos ID 3 CORP 3 7 I K E 39 TINA 40 DIANA 4 SUPPT 4 2 R O N 43 NANCY 5 6 Configuration 1 DAIL...

Page 117: ...ou can also change Ail Ring operation from this screen In splits that have All Ring operation every call rings at every agent s voice terminal To reconfigure call flow or change Ail Ring operation press the function key for the activity you want to perform F1 Assign Splits Use this function key to assign main splits and secondary splits to line groups If you do not want to assign a secondary split...

Page 118: ...o change a split from All Ring operation to normal ACD operation or vice versa In the All Ring column of the Call Flow area of the screen On indicates a split has All Ring operation and Off indicates normal ACD operation NOTE If you turn on All Ring operation for a split you must assign a ghost agent as the only member of the split All your real agents should have a Cover button for the ghost agen...

Page 119: ...er If you have chosen a configuration to be invoked automatically when you start call management the words startup default appear next to that configuration name During call management you can perform these activities with the Configuration List Select a shift configuration for call management or change from one configuration to another Save the changes you made during dynamic reconfiguration Rena...

Page 120: ...rmally If no agent is available the call is connected to the delay message and routed to the appropriate queue NOTE All agents in the new configuration are automatically placed in the logged out state and must make themselves available to take CMS calls by touching the Available button F2 Save Config Use this function key to save any changes you made in the current configuration If you don t save ...

Page 121: ...me up to 10 letters numbers or special characters 3 Press F8 labeled Enter Data F4 Choose Startup Use this function key to select a shift configuration to be invoked automatically during the CMS startup procedure Don t select a startup configuration however if you want to choose a configuration each time you begin call handling Prompt CHOOSE STARTUP CONFIGURATlON Enter for none Config _ Action 1 E...

Page 122: ...ng Night Service To change from Day Service to Night Service Prompt DAY NIGHT Change to Night Service Y N _ Action 1 Type y to change to Night Service 2 Press F8 labeled Enter Data CMS stops answering calls and the following prompt appears on the prompt line Change to Night Message and Press Any Key to Start Night Service 3 Change to the night message on the voice announcement unit and press any k...

Page 123: ... status screens while CMS is in the Night Service NIGHT SERVICE mode If you start Night Service during a data collection hour then for the rest of that hour the status screens show whatever Day Service data had been collected prior to the switchover plus any Night Service data collected After that the screens show only Night Service data The System Status screen shows Night Service data for the nu...

Page 124: ... use the Prt Sc keys to print any of these screens if he wants to The screens provide a detailed picture of activity throughout the system Using them Pat can tell when to turn intraflow on or off when a new agent may be having trouble handling calls or when all lines in a line group are busy Pat can use Dynamic Reconfiguration to correct these situations as they occur Pat has set an external alert...

Page 125: ...rences of the all lines busy exception which signifies that many people hear a busy signal when they call Pat can use exception information like this to see if more lines should be added to some line groups 5 48 Day to Day Operation of CMS ...

Page 126: ...and features for the most effective call management If the agents in your CMS have questions about handling calls you may refer them to this section of the system manual or you may want to photocopy this section and share the copies with your agents Your CMS agents should also be given a MERLIN II Communications System User s Card for the Call Management System This section contains the following ...

Page 127: ...s voice terminals The Analog Voice Terminal All analog voice terminals have two Intercom buttons Intercom Ring and Intercom Voice The voice terminals also have buttons with red and green lights beside them that can be used for lines line pools or programmable features Figure 6 1 shows a BIS 10 analog voice terminal Although your own agents voice terminals may have a different number of buttons or ...

Page 128: ...BIS 10 Voice Terminal AT T BIS 10 Pool 893 Pat Payne Trans to Pool 9 Personal Pool 9 ACW Intercom Available Voice Intercom 555 5184 Ring Conference Transfer Drop Hold Stop Pulse The MERLIN II System Voice Terminal 6 3 ...

Page 129: ... column are the Shift button and a programmable button with the Select Ring feature preassigned on it You can use the Shift button to program two features on any of the seven buttons without lights to the right of the dial pad The three top buttons in the right column can be used for features that require lights such as Available and ACW Figure 6 2 identifies the components of the 7406 digital voi...

Page 130: ...o assign lines and features to a new agent s voice terminal If you have not filled out the Voice Terminal Configuration Forms read this part carefully and complete the forms now Then use this part of the system manual later to help you change voice terminal feature assignments or assign lines and features to voice terminals you add to your CMS You and your MERLIN II system administrator have the r...

Page 131: ...tercom number However you do not need to connect a voice terminal to the voice terminal jack Your MERLIN II system administrator must also assign the proper CMS lines and line pools to the ghost voice terminals and program those lines and line pools for No Ring Agents who need to use either the All Ring operation or Transfer to Split feature must have on their voice terminals a Cover button progra...

Page 132: ... button the agent can generate a beep at your console The agent can also use the Manual Signaling button to place an intercom call The button should be labeled Signal plus the name of the person the agent wants to signal such as Signal Supervisor COVER BUTTONS FOR If you decide that a split needs to be able to receive transferred calls up to six TRANSFER TO SPLIT agents in the split can have on th...

Page 133: ...n for the intercom number of the ghost voice terminal assigned to that split an agent does not need and cannot have a button for each feature On each agent s voice terminal you need to do the following Program an All Ring operation a Cover button for the ghost voice terminal See Programming a Voice Terminal in this section Set the All Ring operation button for immediate ring See Ringing Options in...

Page 134: ...RAMMING Use the following procedures for programming INSTRUCTIONS onto an agent s voice terminal 1 Label the button s you want to program MERLIN II system features 2 Enter the programming mode in one of the following ways For analog voice terminals slide the T P Test Program switch on the left side of the voice terminal to the P Program position For the digital voice terminals dial the 3 character...

Page 135: ...umber Programming Feature name codes Notes All Ring 4O the intercom Use a button with operation and number of the split s lights Transfer to ghost voice terminal Split a Cover button for the ghost voice terminal assigned to that split Call Pickup 84 Group Page 91 plus one of these codes 881 for group 1 882 group 2 883 group 3 884 group 4 885 group 5 886 group 6 887 group 7 6 10 Programming a Voice...

Page 136: ... When agents are in the logged out state the lights next to both Available and ACW are off The following chart will help you remember the work states and the corresponding button lights CMS work state Available button light ACW button light Available ON OFF After call work OFF ON Logged Out OFF OFF For more information about the availability feature and the logged out state see Making Agents Avail...

Page 137: ...can enter the after call work state by making sure that the light next to the button labeled ACW is on 1 Touch ACW The light next to ACW goes on If the light next to Available is on the light automatically goes off when the agent turns on the light next to ACW Logged Out State Agents can be placed in the logged out state or place themselves there When an agent is logged out the lights next to both...

Page 138: ...rwork connected The supervisor can log an agent in or out from the CMS PC The agent s voice terminal lights will reflect the work status either logged out available or ACW set at the PC from the Split Status screen If at any time the supervisor has determined that the agent has been in one status for too long a period the supervisor can change that status without the agent having to press any butt...

Page 139: ... However when CMS distributes a call to an available agent the agent s voice terminal does ring NOTE Advise agents that even though they may see a light flashing next to a line button they should not pick up the handset unless the call is ringing at their own voice terminal To answer a ringing call the agent merely has to 1 Lift the handset or switch on the headset The agent is automatically conne...

Page 140: ...I system lines are pooled the administrator must specify whether agents should have Button Access or Dial Access to Line Pools PLACING INTERCOM CALLS Then the agents can access any of the lines in a particular line pool of these two ways Touching a line pool button Button Access to Line Pools Dialing a code for a specific line pool Dial Access to Line Pools in either Each voice terminal connected ...

Page 141: ... conference call the agent must 1 Touch Hold to put the current call on hold The green light next to the held call s line button flushes rapidly 2 Touch Intercom Ring or Intercom Voice 3 Dial the intercom number of the person to be added 4 Announce the call if appropriate 5 Touch Conference 6 Touch the line button for the call on hold To disconnect a person in a conference call the agent must 1 To...

Page 142: ... co worker a call or NOTE You cannot have both a Manual Signaling button and an Auto Intercom button for the same person The agent can place an intercom call with or without a call in progress With a Call in Progress If the agent has a call in progress he or she can still call you for help To do so he or she must do the following 1 Without hanging up touch Hold to put the current call on hold The ...

Page 143: ...m button or dial the intercom number of the ghost voice terminal assigned to the split to which the call is to be transferred The transferred call rings at all the voice terminals that have a Cover button for the ghost voice terminal NOTE If the MERLIN II system administrator has set the system for One Touch Transfer a person can merely touch the Auto Intercom button of the person or split to whic...

Page 144: ...ton on his or her voice terminal flashes and the voice terminal gives one transfer ring two rings To answer a call transferred from another split the agent should 1 Lift the handset If the agent is on another call and a Transfer to Split call comes in he or she should 1 Touch Hold to put the first call on hold The green light next to the held call s line button flashes rapidly 2 Touch the Cover bu...

Page 145: ... Outside One long ring Calls placed on lines other than CMS lines Transferred Two rings All CMS calls are transferred calls It may be easy for agents to confuse the ring of nearby voice terminals with RINGING the ringing sound of their own Each agent especially within an individual split may want to program his or her voice terminal with a ringing pattern that is easier to identify There are eight...

Page 146: ...t s voice terminal which will ring Lines or line pools used primarily for placing outgoing calls should be programmed for No Ring Cover buttons for the Transfer to Split or All Ring operation feature should be programmed for Immediate Ring Private lines or lines not assigned to CMS can be programmed as needed set ringing options for a voice terminal For analog voice terminals slide the TIP switch ...

Page 147: ...escribes how to select and print reports You can also copy historical data onto floppy disks For more information see Section 8 Archiving Data NOTE When you make certain types of changes in shift configurations you could affect all the historical data for a line group agent or split These changes include Removing an agent from the Agent Directory Adding a line to a line group removing a line from ...

Page 148: ...an hour those data are not included in that hour s statistics Instead those data are included in the statistics for the hour in which the activity is completed For instance one line of a daily report might show data collected from 3 00 p m through 3 59 p m The next line would show data collected from 4 00 through 4 59 If a call was answered at 3 50 and ended at 4 05 that call would be included in ...

Page 149: ...arate Otherwise all data for that hour will be shown as if the agent had been in the second split for the whole hour A typical Daily Agent Split Summary appears below Bon Voyage Travel DAILY AGENT SPLIT SUMMARY SPLIT 2 CHART Date 06 10 88 ACD CALLS OTHER CALLS Num Avg Avg Avg Num Num Num Avg Total ACD Talk After Work Xfr Rfusd Other Talk ACD Time Agent Calls Time Call Time Calls Calls Calls Other ...

Page 150: ...e The amount of time spent on CMS related work The average work time equals the sum of average talk time and average after call time Num Xfr Calls The number of ACD calls transferred by each agent in a given split Num Rfusd Calls The number of ACD calls refused by each agent in a given split These include outgoing calls incoming calls not related to intercom calls Num Other Calls The number of oth...

Page 151: ... 243 2 06 0 00 2 06 3 0 21 3 06 16 76 0hr claren clifford 376 1 32 0 00 1 32 21 3 38 2 12 18 75 9hr weiss debra 18 0 35 0 00 0 35 3 6 25 2 53 1 31 5hr Split 2 Totals 637 1 43 0 00 1 43 27 9 84 2 53 15 Notes 1 Call statistics are counted in the hour and day in which they complete 2 Split totals may not be the sum of the agent totals if agents have been moved between splits within an hour CALL MANAG...

Page 152: ...ort above Time The beginning of the day for which data were collected Reports are updated on an hourly basis For instance the data on the 10 00 a m line were collected between 10 00 a m and 10 59 a m Hours in which no agents were handling calls in the split are omitted Avg Speed Ans The average speed of answer for all ACD calls answered by the agents in this split during a given hour Num Calls Aba...

Page 153: ...f time agents spent on CMS related work that is their talk time on ACD calls and their after call work time Serv Levl The percentage of ACD calls that were connected to agents within the service level limit NOTE Calls in progress at the end of an hour are included in the statistics for the hour in which the calls were completed A Cumulative Split Report by Day is a summary report that can be gener...

Page 154: ...10 88 Time Printed 6 13p A Cumulative Split Report Report By Hour is a summary report that can be generated for any consecutive period from 2 to 93 days Most of the column headings are the same as for the Daily Split Report and the Cumulative Split Report by Day However the leftmost column head for this report is Hour The hours in a day during which CMS was active over the days specified are liste...

Page 155: ...0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 25 0 06 0 27 0 06 0 34 0 06 0 03 0 06 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 00 4 5 23 ...

Page 156: ...hat rang per line group per hour the average and total holding times and data on other calls A typical Line Group Report appears below Bon Voyage Travel DAILY LINE GROUP REPORT GROUP D CORP Size 3 lines Date 06 10 88 ACD CALLS CALLS OTHER CALLS Calls Num Num Hold Num Hold Num Hold All Offered Calls Calls Time Xfr Time Other Time Lines Time Night Day Aband Handled Avg Total Call Avg Total Calls Avg...

Page 157: ... amount of time that all lines were held in use by ACD calls These totals include abandoned calls The entry in the summary line of this column is the total holding time for the day Num Xfr Call The number of ACD calls transferred by agents with a total for the day Hold Time Avg The average hold time for ACD calls after the call has been transferred by an agent The total includes an overall average...

Page 158: ...y the 24 hour summary line that would appear at the bottom of the Daily Line Group Report for the date specified in the leftmost column Hours in which CMS was in Night Service for the entire duration are included in the summaries A typical Cumulative Line Group Report By Day appears below Bon Voyage Travel CUMULATIVE LINE GROUP REPORT BY DAY GROUP D CORP Size 3 lines Period 06 10 88 06 13 88 ACD C...

Page 159: ... Bon Voyage Travel CUMULATIVE LINE GROUP REPORT BY HOUR GROUP D CORP Size 6 lines Period 07 11 88 07 14 88 ACD CALLS CALLS OTHER CALLS Calls Num Num Hold Num Hold Num Hold All Offered Calls Calls Time Xfr Time Other Time Lines Hour Night Day Aband Handled Avg Total Calls Avg Total Calls Avg Total Busy 12 00a 0 241 0 241 0 28 114m 0 0 00 0m 0 0 00 0m 0 l 00a 0 245 0 245 0 29 116m 0 0 00 0m 0 0 00 0...

Page 160: ...TE Can t Find Report File for 5 29 88 NOTE Can t Find Report File for 5 29 88 NOTE Can t Find Report File for 5 29 88 Normal Call Management Shutdown CMS for MERLIN II CS Version 2 0 Call Management Firmware Version 2 1 Clock Type 18 092 Split 3 Agent BEN Refused Split 2 Agent SAM Refused Split 2 Agent NORM Refused Split 2 Agent DI Refused Split 2 Agent CARLA Refused Split 2 Agent BJ Refused Split...

Page 161: ...ter call work time the exception thresholds you are using may not be realistic Line problems For instance frequent minimum holding time exceptions for a particular line may indicate the line is faulty Frequent all lines busy exceptions may indicate that you need more lines or that agents should handle calls faster You can also use this report to see how effectively dynamic reconfiguration was used...

Page 162: ...ON screen after a configuration has been selected The REPORT MENU screen shown below appears Bon Voyage Travel DAY CMSIIR2 10 32a 08 09 REPORT MENU F1 Print Agent Spilt Summary F2 Print Spilt Report F3 Print Line Group Report F4 Print All Reports Fl F2 F3 F6 Print Events Log Report F8 Exit Reports Menu Turn on Printer and Align Paper When Rdy Select a Lbled Func Key F10 Help F A g e n t F Split F ...

Page 163: ...for Cum by Hour F Cancel F D a i l y F Cum F C u m 1 Report 2 Report 3 by Day 4 b y Hour F10 Help The function keys offer the choice of a daily report or cumulative report by day or hour If you press F2 labeled Daily Report you will be prompted for a date After you enter the date the daily report will print If you press either F3 labeled Cum by Day or F4 labeled Cum by Hour you will be prompted to...

Page 164: ...such as Scheduling Cumulative Split Report by Day If the message Number of Days Requested in Range is Greater than 93 appears then the start and end dates entered exceeds 93 days If the message Start Date Does Not Precede End Date appears the end date precedes the start date If the message Invalid Report Period Specified appears the period specified is not entirely in the past SUMMARY ON For any r...

Page 165: ...iting From Reports below If from the PRINT SPLIT REPORT screen you press F2 labeled Daily Report these two prompts appear PRINT report name Select Report Date mm dd yy where mm dd yy is the current date or the date of the last report requested If you press F1 labeled Cancel Report on any of the print report menus the prompt disappears and the REPORT MENU will be displayed After you supply the appr...

Page 166: ...l data have been saved Up to four historical data files and one system tables file fit on a single 360K 5 1 4 inch diskette The 1 44MB storage on a 3 1 2 inch diskette increases that storage four times If you are using a 6300 WGS you ll be backing up onto 3 1 2 inch diskettes if you are using the PC 6300 you ll be backing up onto 5 1 4 inch diskettes To clear space on the hard disk you can simply ...

Page 167: ...stopped on Monday use Tuesday s date Copying Historical Data Files To copy the historical data files do the following 1 Get into the cmsrept directory cms cmsrept in the previous procedure 2 Type a series of commands in the form copy c dyymmdd cms a according to steps 1 and 2 where yymmdd is the date on which data were collected For example if you want the historical data file for 04 19 87 you wou...

Page 168: ...cmsmgmt directory type cd cmsmgmt 3 To copy the current system tables to a temporary file type copy systbls cms temp This copies and saves the current system tables to a file called temp You can choose another name for the file if you want Remember to copy the current system tables back into systbls cms in the cmsmgmt directory before you have CMS begin managing calls again Copying the Historical ...

Page 169: ... system tables to the proper file Erasing the Historical Data from the Hard Disk To erase the historical data from the hard disk do the following 1 To get to the cmsrept directory type cd cms and then type cd cmsrept 2 To erase a data file type erase c dyymmdd cms where yymmdd is the date of the data file to be erased NOTE You can also use the delete command as follows delete c dyymmdd cms in plac...

Page 170: ...t Unit Problems Suggests corrective action for problems that can prevent the voice announcement unit from operating properly with CMS External Alert Problems Suggests corrective action for problems with the wall mountable lamps CMS uses as external signals for exception alerts Printer Problems Identifies and suggests corrective action for problems that can prevent you from printing CMS screens or ...

Page 171: ...al Problems that generate warning messages on the Initialization screen do not halt the startup procedure While these problems do not prevent CMS from managing calls they do adversely affect call management in various ways as indicated Error Messages ERROR No Lines in CMS ADMINISTER Lines Effect on Call Management Until this problem is corrected CMS cannot manage calls See Managing Calls if CMS is...

Page 172: ...4 3 Restart CMS ERROR CMS Card Faulty or Not Found CMS Cannot Manage Calls Effect on Call Management Until this problem is corrected CMS cannot manage calls See Managing Calls if CMS is Disabled at the end of this section of the manual Possible cause The CMS card is installed incorrectly The CMS card is faulty Corrective action 1 Press F8 twice to exit to MS DOS 2 Turn off and disconnect the PC 3 ...

Page 173: ...e problem is either a faulty cable or a faulty MERLIN II system component Do not plug the cables back into their original jacks on the CMS card Restart CMS CMS can manage calls using only the CU 1 jack while you further isolate and correct the problem The jack in the MERLIN 1 Unplug the CU 1 cable from its jack in the II system control unit MERLIN II system control unit and plug it assigned to CU ...

Page 174: ... unit Either the cable or the When you can interrupt call management for a jack assigned to CU 2 on few minutes switch the CU 1 and CU 2 cables the MERLIN II system around unplug the cable from the CU 1 jack control unit is faulty and plug it into the CU 2 jack and vice versa If the CU 2 indicator on the screen goes off and the flashing CU 1 indicator appears on the screen the CU 2 jack on the CMS...

Page 175: ...More Line Groups has No Lines Effect on Call Management Calls cannot come into a line group with no lines Possible cause You have at least one agent split assigned to at least one empty line group Corrective action From the Initialization screen 1 2 Press F1 to get the Configuration screen In the Call Flow area find the line group s A D with no lines and at least one agent split If you want to ass...

Page 176: ...iguration screen 2 In the Call Flow area find the split s with no agents 3 Assign agents to the empty split s or remove the empty splits according to the instructions in Dynamic Reconfiguration in Section 5 WARNING No Secondary Split Assigned to One or More Line Groups Effect on Call Management Calls coming in to a line group with no secondary split assigned to it cannot be intraflowed Possible ca...

Page 177: ...sage Callers hear ringing until an agent answers Possible cause The voice announcement unit is not receiving power There s a loose cable connection between the voice announcement unit and the PC Corrective action Make sure the voice announcement unit is plugged in and turned on Make sure all connections are secure on the cable running between the voice announcement unit and the PC Corrective actio...

Page 178: ...n the printer and printer or the paper is the paper isn t jammed jammed 2 Make sure the paper is aligned properly 3 Press the Form Feed button on the printer to make sure the paper feeds properly There s a loose cable Make sure the connections are secure at both connection between the ends of the cable running between the printer printer and the PC and the PC When the problem is corrected you ll s...

Page 179: ...e CMS card Effect on Call Management Until this problem is corrected CMS cannot manage calls See Managing Calls if CMS is Disabled at the end of this section of the manual Effect on Data Collection When this message appears data collection stops Data on completed calls are saved but data on calls in progress when the problem occurred are lost When the problem is corrected data collection resumes P...

Page 180: ...CMS CMS can manage calls using only the CU 1 jack while you further isolate and correct the problem Unplug the CU 1 cable from its jack in the MERLIN II system control unit and plug it into another attendant jack The control unit jacks that can be attendant jacks are marked ATT on the Station Jacks section of the MERLIN II system Master Planning Form Administer the jack as an attendant jack follow...

Page 181: ...ke sure the CMS card is installed as described in the Installation and Getting Started Guide for the Call Management System 3 Reconnect and turn on the PC 4 Restart CMS If the same message appears on the screen when you try to restart CMS contact your equipment supplier for assistance PROBLEM The PC stops functioning and call management stops but no message appears on the screen Audible Signal The...

Page 182: ... Possible cause Corrective action Electrical power to the Restart CMS PC was interrupted or someone pressed the reset button on the PC PROBLEM CMS stops managing calls NO error message appears on the screen and the function keys don t work Effect on Call Management No calls are processed while CMS isn t working Effect on Data Collection If CMS restarts during the same data collection hour data for...

Page 183: ...change from Available to ACD If CMS is still managing calls correctly you do not have to shut the system down You should check CMS periodically however just in case other problems develop If the Events Log screen shows additional system errors print a copy of the Events Log screen by pressing Prt Sc 1 If CMS has stopped managing calls Try to view the Events Log screen to see what sequence of error...

Page 184: ...is at least five seconds longer than the number of seconds entered for Delay Message Length on the Set Options screen The outside lines were not properly administered to the attendant jacks assigned to the PC the lines assigned to CU1 and CU2 attendant ports do not match exactly If for any reason the line assignments do not match the voice announcement unit will not work correctly Corrective actio...

Page 185: ...ible cause Heavy call traffic can cause a delay in turning the external alert off Corrective action Check to be sure all exceptions have indeed stayed below their thresholds If they have simply wait If the alert remains on more than 10 seconds after all exceptions to which the alert has been assigned stay below their thresholds locate each station where a console is connected Agents using consoles...

Page 186: ...is jammed There s a loose cable connection between the Printer and the PC Corrective action Make sure that the printer is plugged in and turned on and that the Ready light is cm 1 Make sure there s paper in the printer and the paper isn t jammed 2 Make sure the paper is aligned properly 3 Press the Form Feed button on the printer to make sure the paper feeds properly Make sure the connections are ...

Page 187: ...is aligned properly 3 Press the Form Feed button on the printer to make sure the paper feeds properly Make sure the connections are secure at both ends of the cable running between the printer and the PC If the problem is corrected you will see the message Printer Now Ready on the error line If you do not see this message try correcting the problem again If you still do not see the message reboot ...

Page 188: ... respond correctly or agents are inconsistently put into the ACW or Available states Possible cause Agent s line group is administered for Auto ACW and agent is touching the ACW and Available buttons Auto ACW has not been administered correctly Corrective action If Auto ACW is in effect agents should not touch the ACW button Agent s may touch the Available button only after their voice terminals h...

Page 189: ...tion on line ringing options under the heading Using MERLIN II System Features with CMS in Section 6 Handling CMS Calls PROBLEM While on one CMS call an agent receives another CMS call Possible cause The agent put the first call on hold and hung up the handset The agent has one or more CMS lines or line pools set to ring Corrective action Remind the agent to lay the handset on the desk after putti...

Page 190: ...ction Refer the agents to the information on voice terminal lights under the heading Using MERLIN II System Features with CMS in Section 6 Handling CMS Calls PROBLEM Agents sometimes find the light next to the Available button has gone off even though they did not press either the Available button or the ACW button Possible cause CMS sent a call to the agent s voice terminal perhaps when the agent...

Page 191: ... Communications System with Feature Module 2 Installation and Administration Manual If all the attendant jacks in the control unit are already occupied unplug the cord from either the CU 1 jack or the CU 2 jack on the CMS card at the back of the PC and plug it into the jack labeled Line on the bottom of your voice terminal This automatically makes your voice terminal an attendant console with a bu...

Page 192: ...em If you find that agents don t have a line pool button for each line group they cover you or the MERLIN II system administrator can assign the appropriate line pools to agents voice terminals using the administrator attendant console at intercom 10 Just follow the procedure in Assign Lines to Line Pools under the heading Step 3 Perform Basic Administration in Section 4 Administering the System o...

Page 193: ...e terminals set to No Ring Answer all incoming calls and transfer them to available agents If no agent is available ask the caller to wait and place the call on hold When an agent becomes available transfer the held call to the agent If you need additional information on any MERLIN II system feature see the entry for that feature in the Reference section Section 2 of the MERLIN II System Manual 9 ...

Page 194: ...oard Quick Reference Guide to Entering and Editing Data Quick Reference Guide to Dynamic Reconfiguration Map of Screens for CMS Administration Map of Screens for Call Management You may want to make copies of some or all of these guides and keep them handy while you administer and monitor CMS Overview 10 1 ...

Page 195: ...ame on both keyboards Figure 10 1 shows the two keyboards that work with CMS FIGURE 10 1 PC 6300 and 6300 WGS keyboards F1 F2 F3 F4 F5 F6 F7 F8 F9 F10 Esc _ 1 2 3 4 5 6 7 8 9 0 Num Scroll Lock Lock B r e a k Q W E R T Y U I O P 7 8 9 Home PgUp Ctrl A S D F G H J K L 4 5 6 Z Prt Sc X C V B N M 1 2 3 End v PgDn Alt Caps 0 Delete Lock Insert PC 6300 Scroll Num Caps Esc F1 F2 F3 F4 F5 F6 F7 F8 F9 F10 ...

Page 196: ... backspace key the return key To Cancel a prompt including any data you may have already entered in any field Move to the beginning of the previous field Move to the beginning of the next field Move one character to the right Does not work in a blank field Move one character to the left Does not work in a blank field Indicate you have finished your response Follow these guidelines when completing ...

Page 197: ...cter between other characters Type over the characters you want to change then press the space bar after the last character of the new entry The remaining characters in the previous entry disappear For example to change Joseph to Joe 1 Move the cursor to s 2 Type e 3 Press the space bar The letters eph disappear For more information about any screen or prompt appearing on the monitor press F10 lab...

Page 198: ...creen after you make your first configuration selection Any of the status screens System Menu screen for call management The screens and function keys used for dynamic Figure 10 2 reconfiguration are shown in FIGURE 10 2 Screens and function keys for dynamic reconfiguration CONFIGURATION F1 F2 F3 F7 CONFIGURE LINE GROUP CONFIGURE STORED SHIFT SPLITS OPTIONS CALL FLOW CONFIGURATIONS Add Agent F1 An...

Page 199: ...PORTS STORED SHIFT AGENT ADMINISTER LINES SET ADMINISTER MANAGEMENT DIRECTORY AND LINE GROUPS OPTIONS EXEPTIONS CONFIGURATION AGENT SPLITS LINE GROUPS ALARM ON OFF CALL FLOW SERVICE LEVEL ABANDON THRESHOLD DELAY MSG LENGTH BUSINESS NAME AGENT EXCEPTIONS SPLIT EXCEPTIONS LINE GROUP EXCEPTIONS ASSIGN ALERTS 10 6 Map of Screens for CMS Administration ...

Page 200: ...T DELAY SPLITS PRIORITY AGT STAT CONFIG REMOVE FORCE FLOW AGENT DELAY ON OFF SAVE CONFIG MOVE AUTO SET AGENT ACW THRESH RENAME CONFIG REPLACE ALL RING AGENT ON OFF NEW AGENT CHANGE SPLIT ID AGENT DIRECTORY CHOOSE STARTUP DAY SET SELECT EVENTS NIGHT LINE SPLIT CONFIG OPTIONS EXCEPTIONS LOG STATUS STATUS SCREEN SERVICE AGENT LEVEL EXCEPTIONS ABANDON SPLIT THRESH EXCEPTIONS ALARM GROUP ON OFF EXCEPTI...

Page 201: ...udes MERLIN II system terminology CMS Status Screens Explains the terms used to identify the various statistics presented in the System Status Split Status and Line Status screens CMS Reports Describes the terms used to identify the information contained in the daily and cumulative reports for the Agent Split Summary the Split Report and the Line Group Report Overview G 1 ...

Page 202: ... calls Agents usually put their voice terminals into this state when they need to finish work associated with previous calls The 2 digit MERLIN II system intercom number for the voice terminal assigned to A team of agents who handle the incoming calls an agent same types of A signal either a beep from the supervisor s PC or a wall mounted light that turns on to notify a CMS supervisor that an exce...

Page 203: ...on an ACD or other than ACD call not in an after call work or logged out state or have not yet answered a ringing ACD call One of two optional settings for a MERLIN II system with pooled lines that determine how users access line pools With Button Access each line pool is assigned to its own button on users voice terminals Users simply press the appropriate button to access a particular line pool ...

Page 204: ... is in effect CMS can have up to four lamps which are connected to MERLIN II system line jacks and administered for exception thresholds by line button number for agent splits and line group exceptions An answering option that causes callers to hear the entire delay message before being transferred to an available agent If forced message delay is off calls are transferred as soon as an agent becom...

Page 205: ...ing calls that come in on a particular line group A programmable MERLIN II system feature that allows a user to signal a co worker audibly by pressing a button on his or her voice terminal A mode of CMS in which the system answers calls connects them to a voice announcement unit and then disconnects the calls when the message is over Calls not associated with ACD such as outgoing calls other than ...

Page 206: ...me a new call enters the system Instead the PC provides the ring for each new call answers it and transfers it to the agent s voice terminal which will ring Lines or line pools used primarily for placing outgoing calls should be programmed for No Ring Immediate Ring Cover buttons for the Transfer to Split or All Ring operation feature should be programmed for Immediate Ring Other Private lines or ...

Page 207: ... This can be done at any time during call management It takes effect immediately unless an agent is on an ACD call When the call is complete the new status goes into effect Transfer to Split A feature that allows an agent to transfer calls to another split by pressing a button on his or her voice terminal All voice terminals in the other split will ring Agents in the other split pick up the call u...

Page 208: ...n completed activities for a certain hour If a call is in progress when an hour ends the data on that call are not included in the statistics for that hour The data on the call are included instead in the statistics for the hour in which the call is completed Some statistics then such as total holding time of a line may show more than 60 minutes of activity within a given hour ACD vs Other These t...

Page 209: ...t has placed on hold The number of agents currently available to receive ACD calls that is agents who are not active on any call not in the ACD ACW or logged out state or have not yet answered a ringing ACD call The number of agents currently in the after call work state The number of agents currently in the logged out or night state and not available to receive an ACD call The number of agents cu...

Page 210: ...m The number of serviced calls intraflowed into a particular split from another split Calls are credited to the split after they are completed The number of serviced calls originally meant for a particular split but intraflowed to a secondary split Calls are credited to the split after they are completed The total number of ACD calls serviced by a split This includes completed calls only The avera...

Page 211: ... on an ACD call or has placed an ACD call on hold the associated line ID is displayed OtherCall The agent is busy on a call not related to ACD work ACWork The agent is in the after call work state and is not available to take calls LoggedOut The agent is in the logged out state following the startup procedure or has placed himself in the logged out state and is unavailable to take calls Night The ...

Page 212: ...ring which the agent placed the calls on hold The top right section of the screen summarizes calls waiting for all splits Waiting Num The number of calls in connected to the delay waiting for an agent a split that are ringing message or on hold Waiting Old The number of seconds the current oldest call has been waiting to be answered by an agent in a particular split The bottom right section of the...

Page 213: ...t The call may be in progress or may have been put on hold at the voice terminal Calls Num Calls HoldT The number of calls coming in on a particular line Both serviced and abandoned calls are included calls connected to nonagents and outgoing calls on CMS lines are not included The total amount of time to the nearest minute calls are held on a given CMS line measured from line seizure to disconnec...

Page 214: ...t are ringing connected to the delay message or on hold waiting for an agent Waiting Old The number of seconds the current oldest call has been waiting to be answered by an agent in a particular split The bottom right section of the screen shows how splits are assigned to line groups and whether intraflow is turned on for each split G 14 CMS Status Screens ...

Page 215: ...ovides daily summary data on each agent in a given split NOTE If one or more agents serve in more than one split during a data collection period be sure to provide a different ID for each agent for each split assignment This ensures the accuracy of the data for each split data from the hour credited to the period Agent The and ACD CALLS The split he or she agent s name first name up in which the a...

Page 216: ...t related to CMS that are handled by the agent in the data collection period The figure includes data from both Day and Night Service The figure in the totals line under this column should be identical to the Num Other Calls total in the Daily Split Report The average amount of time the agent spent on each calls not related to CMS work The figure includes data from both Day and Night Service The f...

Page 217: ...ed Ans ACD CALLS Num Calls Aband ACD CALLS Num ACD Calls ACD CALLS Flow In The start time of each data collection hour Hours in which no agents were logged into the split are not shown on the report The average speed of answering for all calls answered by agents in the split during a given hour The ASA is determined by dividing the wait time for all completed calls in the split initial ringing plu...

Page 218: ...average does not include time spent on the phone while in the ACW state The figure in the totals line under this column should be identical to the Avg After Call total in the Daily Agent Split Summary The number of ACD calls transferred by an agent The number of calls not related to CMS that are completed by agents in the split during a given hour The total includes data from both Day and Night se...

Page 219: ...utive days Statistics can be generated for a Cumulative Split Report to reflect cumulative days or cumulative hours Most of the column headings in this report are the same as for the daily report the Time column heading will either be Day or Hour depending on which report has been selected Also the Cumulative Split Report differs from the Daily Split Report as follows Night Service hours will not ...

Page 220: ...mber of completed incoming calls including intraflowed calls to the line group while the CMS was in the Day Service Calls still in progress at the end of the data collection hour are included in the next hour s data The average amount of time in minutes and seconds each incoming call held a line Average hold time is determined by dividing the cumulative hold time measured from line seizure to line...

Page 221: ...our are included in the next hour s data The average amount of time in minutes and seconds an other call held a CMS line The total amount of time to the nearest minute all lines were held in use by completed other calls The figure in the totals line under this column is the total hold time for other calls for the day The percentage of time in a given hour that all lines in the line group were simu...

Page 222: ...t the Time column heading will either be Day or Hour depending on which report has been selected The totals under the headings will reflect the cumulative period of time specified Also the Cumulative Line Group Report differs from the Daily Line Group Report as follows Each line of data for a Cumulative Line Group Report by Day will be a daily summary the date being summarized will be in the first...

Page 223: ...on and Getting Started Guide description of 1 1 CMS Planning Guide description of 1 1 CMS Release 2 enhancements 3 1 CMS reports glossary of G 15 G 22 types of 7 2 7 19 CMS software installing 3 5 3 8 CMS status screens glossary of G 8 G 14 CMS System Manual description of 1 2 1 3 CMS terms glossary of G 2 G 7 CMS User s Card description of 1 1 CMSMGMT deleting 3 2 CMSREM deleting 3 2 Configuratio...

Page 224: ...3 10 Screens for call management map of 10 7 Screens for CMS administration map of 10 6 Service level limit definition of 4 28 Setting the Time and Date 3 7 3 8 Shift configuration copy procedure 4 47 definition of 4 5 editing 4 7 4 9 renaming 4 20 saving changed 4 19 Shift configurations 2 2 backing up 4 47 4 48 Software installing 3 5 3 8 Software considerations 3 2 Split main 2 2 Split Exceptio...

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