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AT&T MERLIN II Feature Module 2 User's Manual

1. A typical Daily Split Report appears below Bon Voyage Travel DAILY SPLIT REPORT SPLIT 2 CHART Period 06 10 88 ACD CALLS OTHER CALLS Avg Num Num Avg Avg Num Num Avg Avg Speed Calls ACD Flow Flow Talk After Xfr Other Talk Num Time Ans Aband Calls In Out Time Call Calls Calls Other Pos 9 00a 8s 0 19 0 0 2 09 0 56 0 0 0 00 2 0 10 00a lls 1 24 0 O 157 119 3 1 3 56 20 11 00a 175 4 39 0 3 134 059 3 5 401 30 10 00p 11 00p 9s Note____ 1 Call statistics are counted in the hour and day in which they complete CALL MANAGEMENT SYSTEM FOR MERLIN II CS Date Printed 06 10 88 Time Printed 6 13p The the following list corresponds to the report above e 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 e Avg Speed Ans The average speed of answer for all ACD calls answered by the agents in this split during a given hour e Num Calls Aband The number of calls abandoned that is the caller hung up before an agent answered during a given hour e Num ACD Calls The total number of completed ACD calls calls connected to an agent during a given hour The number excludes abandoned calls e Flow In The total number of ACD calls intraflowed into this split during a given hour The number exclude
2. AUTOMATIC AFTER An agent receiving a call from a line group with automatic ACW does not CALL WORK STATE have to touch the ACW button to announce unavailability upon completion of a call The agent has a set period of time that was administered for the agent s line group for finishing paperwork connected with the previous CMS call This hands free operation allows an agent the option of using a headset adapter e When the specified time for the automatic ACW 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 e 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 e To enter the logged out state an agent can turn off the light next to the ACW button by touching ACW SUPERVISORY The supervisor can use the Split Status screens on the CMS PC to place LOGIN LOGOUT agents in either the available ACW or logged out work status See the Split Status Screens later in this section 5 14 Making Agents Available for CMS Calls Monitoring Call Management Once you begin call management as described earlier in Startup Procedures you can monitor activity in the line groups and splits through the status screens These screens described in this chapter are as follows e System S
3. 3 Press F8 labeled Enter Data after the last field Exception Split X Agent XXXXX Logged Out ACW gt XXX minutes Selecting Exceptions 4 39 F4 Refused Call If you turn on this exception CMS notifies you whenever an agent refuses a call Prompt REFUSED CALLS ON OFF Action 1 Type on or off 2 Press F8 labeled Enter Data Exception Split X Agent XXXXX Refused Call F8 Admin Exceptions Press F8 labeled Admin Exceptns to return to the Administer Exceptions screen Selecting Split Exceptions Split exceptions alert you to unusual or undesirable situations affecting a whole split For example you can be notified when the number of calls waiting in a split meets or exceeds a threshold you set Split exceptions can alert you to a need for more agents 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 r Split Line Group Exception On Off 1 A 2 B 3 C 4 D 5 6 AGENTS Talk Time gt xxx sec Off After Call Work gt xxx min Off Agent Logout ACW gt xxx min Off Refused Call Off SPLITS Abandon Calls gt xx Calls Waiting gt xx Oldest Call Wait gt xxx sec Avg Speed Answer gt xxx sec All Lines Busy gt xxx sec Lin
4. Pooled System Button Access Agents must have a line pool button on their voice terminals for each line group their split answers Then they can watch the lights next to the line pool buttons recognize which line pools have ringing calls and answer them 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 of the MERLIN II Communications System with Feature Module 2 Installation and Administration Manual To manage calls do the following e Have the agents program their voice terminals for immediate ring on all pool buttons for CMS lines See the information on line ringing options under the heading Using MERLIN II System Features with CMS in Section 6 of this manual When a call comes in to a CMS line pool it will ring at the voice terminal of every agent in the split assigned to that line group Any available agent in the split can pick up a ringing call e If incoming call traffic becomes too heavy for the agents to manage efficiently you the attendant can answer backlogged calls ask the callers to wait and put them on hold You then have to mon
5. e If they are doing work related to a previous CMS call such as filling out order forms they are in the after call work state e If they are on personal time or doing work not related to CMS they are in the logged out state For additional information about the logged out state see Making Agents Available for CMS Calls in Section 5 After Call Work State An agent 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 the Available and the ACW buttons are off If the light next to Available or ACW is on the agent must turn it off 1 Touch the button labeled Available or ACW The light next to the button goes off When the agent is available for CMS calls again he or she can touch Available to turn on the light next to that button 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 upon completion of
6. to save the edited configuration under a different configuration number 2 A second prompt appears SAVE CONFIGURATION Replace Contents of Config X NAME Y N _ Type y to confirm your request or N to deny it Press _F8 labeled Enter Data Dynamic Reconfiguration 5 43 5 44 Dynamic Reconfiguration E3 Rename Config Use this function key to name or rename a configuration Configuration names can be up to 10 letters numbers or special characters Spaces are not allowed so you may want to use underscores instead Remember that if you rename a configuration UNUSED the system deletes the configuration Prompt RENAME CONFIGURATION Config _ New Name Action 1 Enter the configuration number 1 through 6 2 Enter the new name up to 10 letters numbers or special characters 3 Press F8 labeled Enter Data 4 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 CONFIGURATION Enter for none Config _ Action 1 Enter a configuration number or enter a hyphen if you do not want a startup configuration 2 Press F8 labeled Enter Data The words startup default appear next to the configuration you selected Selecting Day or Night
7. 3 00a 0 150 149 1 050 125m 0 0 00 Om Q 0 00 Om 30 4 00a 0 151 151 0 0 51 128m 0 0 00 0m 0 0 00 Om 31 5 00a 0 152 152 0 050 128m 0 0 00 0m 0 0 00 Om 31 6 00a 0 151 151 0 051 127m 0 0 00 Om 0 0 00 Om 31 7 00a 0 149 149 0 051 125m 0 0 00 0m 0 0 00 Om 31 8 00a 0 152 152 0 0 51 128m 0 0 00 Om 0 0 00 Om 30 9 00a 0 16 16 0 050 13m 0 0 00 0m 0 0 00 Om 3 Busiest hours 0 Note 1 Call statistics are counted in the hour and day in which they complete 1646 932 714 0 41 18h 0 1 8 00a 2 5 00a 3 4 00a CALL MANAGEMENT SYSTEM FOR MERLIN r II CS Date Printed 07 14 88 Time Printed 6 13p 0 00 Om 0 0 00 0m 19 Types of CMS Reports 7 13 Events Log Report The Events Log Report lists the 50 most recent exceptions and system messages along with the date and time they occurred Depending on how often exceptions and system messages occur in your system this report may span several days or part of one day A typical Events Log Report follows Bon Voyage Travel EVENTS LOG REPORT Date Event 07 02 Split 1 Agent TOM Refused Call 07 05 Split 1 Agent 07 05 07 05 07 05 07 05 Split 1 Agent Split 1 Agent Split 1 Agent Split 1 Agent CLIFF Refused Call TOM Refused Call ERNIE Refused Call DEB Refused Call BOB Refused Call 07 05 NOTE Can t Find Repart File for 5129 88 07 05 NOTE Can t Find Report File for
8. A line that has a special status in CMS Incoming calls on a priority line are answered before older calls on nonpriority lines CMS Terms G 5 G 6 CMS Terms Refused Call Ringing Ringing Options Secondary Split Service Level Service Level Limit Serviced Call A call that rings at an available agent s position is not answered within the transfer return interval and then returns to CMS When a call is refused the agent s position is automatically put into the logged out state Two types of ringing are important to CMS initial ringing occurs during the answer delay from the time the line is seized by an incoming call until CMS answers the call transfer ringing occurs at a voice terminal from the time CMS transfers the call to an available agent until the agent lifts the handset You can determine whether incoming calls ring immediately at a voice terminal or do not ring at all You choose ringing options for line buttons and for Cover buttons for the Transfer to Split and All Ring operation features on an agent s voice terminal The ringing options are e No Ring All CMS line on an agent s terminal should be programmed for No Ring to prevent all the CMS stations from ringing each time 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 outgo
9. The printer is not Make sure that the printer is plugged in and receiving power turned on and that the Ready light is on There s no paper in the 1 Make sure there s paper in the printer and rinter or the paper is the paper isn t jammed P pap pap J 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 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 the PC and restart CMS REPORT ABORTED Printer Not Ready Possible cause Corrective action There s no paper in the 1 Make sure there s paper in the printer and printer or the paper is the paper isn t jammed jammed 2 Press the Form Feed button on the printer to make sure the paper feeds properly 3 When the printer is ready repeat your print request Agent Problems PROBLEM An agent is not receiving any CMS calls Possible cause The agent isn t using the Available and ACW buttons correctly or the buttons may not have been programmed properly Corrective action Refer the agent to the information under the he
10. labeled Previous Field and F6 labeled Next Field to move to the appropriate fields enter the period of time and then press F8 labeled Enter Data to print the report The REPORT MENU will appear and the status line will display a message 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 report you want to generate follow these basic steps coe PIG INDIVIDUAL 1 Select the report type from the REPORT MENU 2 If it is not the Events Log select the report period as applicable Daily Cumulative Agent Split only Cumulative by Hour Splits or Line Groups Cumulative by Day Splits or Line Groups 7 18 How to Generate Reports SUMMARY ON GENERATING ALL REPORTS SCREEN MESSAGES EXITING FROM REPORTS 3 Enter the desired date or period as applicable and the report will print To generate all reports follow these basic steps 1 2 From the REPORT MENU select F4 labeled All Reports Press either F2_ labeled Daily Report F3_ labeled Cum by Day F4 labeled Cum by Hour depe
11. CMS prompts you to confirm your request If you have been managing calls and recording historical data for an agent removing the agent may delete the agent s historical data If you have any historical reports that have not yet been printed print them before you remove the agent Otherwise you may lose the data for that agent If you are archiving the historical data be sure to copy the system tables 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 Data 3 Change Agt Info Use this function key to change an agent s last name or first name To change an agent s ID remove the agent and then add the agent with a different ID Prompt CHANGE AGENT INFO ID _____ Last Name First Action 1 Enter an agent ID 2 Move to the field s you want to change Leaving either name field blank means that information won t be changed in the Agent Directory 3 When you finish editing press 8 labeled Enter Data 5 Next Prev Page If the Agent Directory contains more than 30 agents 5 is labeled Next Page Pressing this key allows you to look at the second page of agent information When the second page of agent information is being displayed 5 is labeled
12. Config F OCIA F aware F Noa F hace 1 rompt 5 ae 6 MAL 8 REITI While this screen is displayed CMS checks cable connections and CMS files and checks to 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 complete their initialization 6 When after a successful system check CMS is ready to begin call management the following screen appears Startup Procedures 5 9 5 10 Startup Procedures Bon Voyage Travel DAY CMSIIR2 3 47p 06 02 INITIALIZATION COMPLETE READY FOR INPUT F10 Help F eMpire F Saat F ATTA F Exit 1 JAAA 3 SEINE 5 8 FIYI NOTE You can choose to have a particular shift configuration begin automatically during system startup CMS performs another series of system checks For more information on activating a configuration refer to the Select Startup function in Building or Editing automaticall Shift Configurations in Section 4 When call management begins all agents are automatically in the logged out state To make themselves available they have to touch the Available button on their voice terminals Thi
13. 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 in the appropriate alert number field You can enter a line number in each of the four alert number fields or enter a hyphen in any field that will not be used NOTE Alerts cannot be marked unused if the alert has been assigned to an exception 3 When you are finished assigning line button numbers or entering hyphens press 8 labeled Enter Data to enter the data The alert number to which the exception line button number has been assigned is automatically posted in the appropriate fields when the Exceptions Settings screens are displayed The following screen shows line button number 29 posted for the first alert number and the first alert number posted in the appropriate SPLITS field Selecting Exceptions 4 35 4 36 Selecting Exceptions Bon Voyage Travel ADMIN _CMSIIR2 11 12a 06 13 EXCEPTION SETTINGS Split Line Group Exception On Off 1 A 2 B 3 C 4 D 5 6 AGENTS Talk Time gt xxx sec Off After Call Work gt xxx min Off Agent Logout ACW gt xxx min Off Refused Call Off SPLITS 1 Abandon Calls gt xx Off Calls Waiting gt xx Off Oldest Call Wait gt xxx sec Off Avg Speed Answer gt xxx sec Off LINE GROUPS All Lines Busy gt xxx sec Off Line Hold Time gt xx min Off Line Hold Time lt xx s
14. HINT Press F8 labeled Agent Directry again to return to the Agent Directory if you need to refer to or change agent information Press F7 labeled Config Splits on the Agent Directory screen to return to the Configure Splits screen F2 Remove Agent Use this function key to remove an agent from a split The agent entry will still be listed on the Agent Directory screen Prompt REMOVE AGENT ID Action Enter an agent ID and press F8 labeled Enter Data You are prompted to enter Y or N to confirm your request 4 10 Building or Editing Shift Configurations LE3 Move Agent Use this function key to shift an agent from one split to another or from one position to another Prompt MOVE AGENT ID New Pos _ New Split _ Action 1 Enter an agent ID 2 Enter a new position number or press F6 labeled Next Field to skip this field If you skip this field the agent keeps the same position number 3 Enter the number of the agent s new split 4 Press F8 labeled Enter Data F4 Replace Agent Use this function key to substitute one agent for another at a particular position Prompt REPLACE AGENT Pos _ New Agent ID Action Enter the position number and the ID of the agent you want to substitute at that position Press LF8 labeled Enter Data The agent originally assigned to that position is removed F5_ New Agent Use this function key t
15. Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS 16 TOM 3 CORP 37 IKE PUBLIC 4 5s On 5s 17 CLIFF 39 TINA SPECL 3 5s Off 10s 19 ERNIE 40 DIANA CHART 6 5s Off 5s 21 DEB 4 SUPPT 42 RON CORP 2 5s On 5s 23 BOB 43 NANCY 24 SHERM 25 WALT 2 CHART 27 BE Flow All 28 SAM rSplitsqIntra Spl Thresh Ring 29 NORM Grp Main Sec Flow 1 10s Off 31 DI A 1 3 On 2 S Off 32 CARLA B 3 On 3 30s Off 33 BJ C 4 On 4 Off 35 MAX D Off 5 Off 6 Off Configuration 1 DAILY ANSWER DELAY Group Letter How Many Seconds F OFLA F Meg F a F ilaeye Prompt 5 Bil 6 RALI 8 REG To change answer delay for any line group respond to the prompt Prompt Answer Delay Group Letter _ How Many Seconds _ Action 1 Enter a group letter 2 Enter the number of seconds O through 99 you want calls to ring before CMS answers them 3 Press F8 labeled Enter Data and the new data will be displayed The first screen shows the group letter and number of seconds entered on the prompt the screen following shows the new time for the group Dynamic Reconfiguration 5 33 FORCE DELAY 5 34 Dynamic Reconfiguration Bon Voyage Travel DAY CMSIIR2 3 58p 06 02 AGENT SPLITS LINE GROUP OPTIONS mA senrt pA gentey Num Answer Force Auto Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS TOM 3 CORP 37 IKE PUBLIC 4 5s CLIFF 39 TINA SPECL 3 5s ERNIE 40 DIANA CHART 6 DEB 4 SUPPT 42 RON CORP 2 BOB 43 NANCY 5 6 4 CALL FLOW 2 CHAR
16. and the Group Page Planning Form to see 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 Redial or Saved Number Redial see the entry for that feature in Section 2 Reference of the MERLIN II System Manual 5 6 The Attendant Console FIGURE 5 2 The MERLIN II System Display Console O Message gt soeste m Q Q Q 555 4372 E o 555 7183 EE QO 555 1816 Hi a 555 0916 Hi o 555 5184 M f 555 7182 M E 555 1808 M gt 555 0917 E lo imi i lo Er la lo 5555062 M sss7iot mm fo 55018 gy S 55510918 E Cm j 2m b kA prem Meram l 555 1415 E E 555 0515 M Erer ons m lb Sm 2 E Tor m E 555 1414 E E 555 0532 M Err OVS gm Me 2 oo ou D N Wo oO Se Boo a a Q 15 35 45 555 8518 Hi a a Qo 5 a a 705 a 75 maa se 1 2 3 5558531 MD fo E fo s fo a 76MM fo 716 GH JKC MNO A eee Ca oO m fo Si 5 F 707 MM jo 717 18 i 38 58 M a 793 M E F E Q 555 0912 Hi o OO J E i E 19 E 555 0914 H E O l Transfer i Recall Conference J i Drop E O gee n O gp op O Message 5 555 0915 m 3 EE Osii S
17. hyphen 3 Press F8 labeled Enter Data after the last field Exception Group X Line XXXXX Hold Time gt XX minutes F3 Hold Time Minimum Minimum Line Holding Time The line holding time refers to the number of seconds a line has been in use for a single call If you turn on this exception CMS notifies you when the length of time a line has been in use is less than the threshold you set If the holding time of a line is consistently short it may signal a line problem Prompt MINIMUM HOLDTIME seconds ON OFF ______ Line Group A ___ B C D Action 1 Type on or off to turn this exception on or off Press F6 labeled Next Field to keep the current value 2 If you want to enter threshold values enter a number of seconds 1 through 99 for each group If you do not want to activate this exception for a particular group type a hyphen 3 Press F8 labeled Enter Data after the last field Exception Group X Line XXXXX Hold Time lt XX seconds 8 Admin Exceptions Press F8 labeled Admin Exceptns to return to the Administer Exceptions screen External Alert Checklist SUMMARY CHECKLIST The summary below provides a checklist for assigning external alerts to CMS 1 Line button numbers for the alerts are assigned to line ports on the MERLIN II System control unit by the MERLIN II system administrator 2 External alerts are mounted on the wall and co
18. use MS DOS version 3 1 It is not designed to work on any other personal computer The PC must have at least 512K RAM The CU1 and CU2 ports on the CMS PC must be attached to two attendant ports on the same module on the MERLIN 11 system This module must be either a 408 or 008 analog circuit pack module On both of these modules the first attendant port is the bottom jack the second attendant port is the fifth jack from the bottom Both of these 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 standard mode Do not use the MERLIN II system flexible numbering feature with CMS The CMS supervisor can use only one type of administrator attendant console the MERLIN II System Display Console The CMS supervisor s MERLIN II System Display Console must be plugged into a station attendant port on a MERLIN II system analog circuit pack module Agents can use any of the MERLIN II system analog or digital voice terminals they cannot use the basic voice terminals You can assign up to 28 lines to CMS using any block of line ports on the MERLIN II system from 1 to 56 If yo
19. 2 0 Call Management Started 07 07 Firmware Version 2 1 Clock Type 18 092 07 08 Normal Call Management Shutdown 07 08 CMS for MERLIN II CS Version 2 0 Call Management Started 07 08 Firmware Version 2 1 Clock Type 18 114 07 11 Normal Call Management Shutdown 07 11 CMS for MERLIN II CS Version 2 0 Call Management Started 07 11 Firmware Version 2 1 Clock Type 18 136 07 11 Normal Call Management Shutdown 07 11 CMS for MERLIN II CS Version 2 0 Call Management Started 07 11 Firmware Version 2 1 Clock Type 18 092 07 11 Normal Call Management Shutdown CALL MANAGEMENT SYSTEM FOR THE MERLIN r II CS Date Printed 07 11 88 Time printed 3 06p 7 14 Types of CMS Reports You can use this report to review the following possible problem areas Split staffing or configuration problems By monitoring the abandoned call average speed of answer and oldest call waiting exceptions you can see if you need to add more agents or activate intraflow during peak hours Exception thresholds that are set too low For instance if you receive many exception messages for talk time agent logout or after 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 fa
20. 4 Dial the special intercom number for that split or 1 Touch a programmed Call Pickup button 2 Lift the handset 3 Dial the special intercom number for that split TYPES OF RINGING You can tell what kind of call you are receiving by the sound of the ring The SOUNDS following chart will remind you of the different types of calls and their individual ringing sounds Type of call Sound of ring Outside One long ring Calls placed on lines other than CMS lines Transferred Two rings All CMS calls are transferred calls PROGRAMMING It may be easy for agents to confuse the ring of nearby voice terminals with PERSONALIZED 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 different ringing patterns available NOTE Even if you program your voice terminal with its own personalized ring you can still distinguish between the different kinds of calls To program the preferred ringing pattern for a voice terminal For an analog voice terminal 1 Slide the T P switch to P You hear the voice terminal s current ring 2 Touch Speaker repeatedly until you hear a ringing pattern you like 3 Slide the T P switch to center 6 20 Using MERLIN II System Features with CMS RINGING OPTIONS For a digital voice terminal 1 2 3 Touch Shift Touch Select Rin
21. 5 29 88 07 05 NOTE Can t Find Report File for 5 29 88 07 05 NOTE Can t Find Report File for 5 29 88 07 05 NOTE Can t Find Report File for 5 29 88 07 05 NOTE Can t Find Report File for 5 29 88 07 05 NOTE Can t Find Report File for 5 29 88 07 05 NOTE Can t Find Report File for 5 29 88 07 05 NOTE Can t Find Report File for 5 29 88 07 05 Normal Call Management Shutdown 07 05 CMS for MERLIN II CS Version 2 0 Call Management Started 07 05 Firmware Version 2 1 Clock Type 18 092 07 05 Split 3 Agent BEN Refused Call 07 06 Split 2 Agent SAM Refused Call 07 06 Split2 Agent NORM Refused Call 07 06 Split 2 Agent DI Refused Call 07 06 Split 2 Agent CARLA Refused Call 07 06 Split 2 Agent BJ Refused Call 07 06 Split 2 Agent MAX Refused Call 07 06 Normal Call Management Shutdown 07 06 CMS for MERLIN II CS Version 2 0 Call Management Started 07 06 Firmware Version 2 1 Clock Type 18 198 07 06 Normal Call Management Shutdown 07 06 CMS for MERLIN II CS Version 2 0 Call Management Started 07 06 ERROR No Startup Configuration was Selected 07 06 Firmware Version f0 f0 Clock Type 16 250 07 06 Normal Call Management Shutdown 07 06 CMA for MERLIN II CS Version 2 0 Call Management Started 07 06 Firmware Version 2 1 Clock Type 18 092 07 06 Split 1 Agent SHERM Refused Call 07 07 Normal Call Management Shutdown 07 07 CMS for MERLIN II CS Version
22. At Bon Voyage Travel agents plan and book trips for several types of TRAVEL customers Most of the travel agency s orders are placed by phone so CMS is an important part of the agency s daily business transactions 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 Group 555 1816 555 1808 555 1818 555 8515 Support Split Charter Line Group Charter 555 0911 555 0914 555 0912 555 0915 seit 555 0913 555 0916 Corporate Line Group baai LI H 555 0917 555 0918 P Calls routed to main spilt cals Intraflowed to secondary split A Typical CMS Application 2 5 BON VOYAGE TRAVEL S OTHER CALL TRAFFIC 2 6 A Typical CMS Application The Personal Travel split handles calls from customers wanting to plan and book their personal vacations There are seven agents in this split Calls come into this split on two line groups the Public line group and the Special line group In this example the Public line group consists of four lines 555 1816 555 1808 555 1818 and 555 8515 which are advertised in the Yellow Pages local newspapers and
23. BIS and the 7406 voice terminals a display is not recommended for CMS agents 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 shows a BIS 10 analog voice terminal Although your own agents voice terminals may have a different number of buttons or have push buttons beside each labeled button the lines and features you assign to your agents voice terminals will probably be similar to the voice terminal assignments shown in The BIS 10 voice terminal has two columns of five buttons located above the dial pad In the lower leftmost column are two Intercom buttons Intercom Voice and Intercom Ring The other eight buttons can be used for lines line pools or programmable features The diagram illustrates the voice terminal buttons lights and switches that an agent can use to access MERLIN II system and CMS features For more information about some of the features shown in this illustration see both Selecting a Voice Terminal for Your and Using MERLIN II System Features with CMS in this section NOTE The All Ring operation is unrelated to the MERLIN II system No Ring feature See Ringing Options later in this section 6 2 The MERLIN II System Voice Terminal FIGURE 6 1 The BIS 10
24. Configuration screen press F2_ labeled Line Groups A box appears around the Line Group Options portion of the screen and the Line Group Options function keys are displayed 2 Press F2_ labeled Force Delay and the Force Delay editing keys appear with this prompt FORCE DELAY Group Letter _ 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 work option automatically puts that agent into the ACW state for an administered period of time When that time has elapsed Auto ACW automatically makes an agent available to receive calls The agent remains in the ACW state for the number of seconds administered for that line group 1 999 During the ACW period the agent can complete the necessary paper work related to that call and does not have to worry about pressing the ACW or Available buttons on the voice terminal An agent does not need to wait for the administered time period to pass before being available to receive the next call An agent can manually override the automatic ACW state by pressing the Available button on the voice terminal To administer for Auto ACW
25. Configurations gt Print Reports Exit to DOS F10 Help mStart F Wetaatial F dalas F pei 1 NSE en 4 RANE 5 WI 8 KOMDIOK Getting Started 4 3 4 4 Getting Started 4 Press _F4 labeled Admin CMS to begin administering CMS The Administration Menu screen shown below appears Bon Voyage Travel ADMIN CMSIIR2 10 36a 06 13 Administration Menu F1 F2 F3 F5 F6 F8 Build Edit Shift Configurations Build Algent Directory Names and IDs Administer Lines and Line Groups Set Options Select Exception Thresholds to be Monitored Exit From the Administration Module SELECT ADMINISTRATION FUNCTION F10 Help F RO i Agent Lines F EEs FEREG F ai 1 List WGA Groups 5 JALLES 6 KAALE RJA dmin 5 Press the function key for the administration activity you want to perform 6 Turn to the corresponding instructions in this part of the manual Building or Editing Shift Configurations A shift configuration is an arrangement of line groups and agent splits for managing calls Before CMS can operate you must build at least one shift configuration You can build as many as six configurations to handle different calling patterns in your business If you do not name the configurations when you begin to build them the system supplies the default name of Configx where x is the number of the configuration 1 6 We recommend however that you name the configurations so that their identity
26. Cover Sales Selecting a Voice Terminal for Your Agents 6 7 ALL RING OPERATION If agents in a split are frequently away from their voice terminals for instance in a warehouse you can set Up All Ring operation for that split Each agent in an All Ring split needs a special button to receive calls When a call comes in for the split it rings at all the voice terminals that have a Cover button for the ghost voice terminal See Up to six voice terminals in the split can have an All Ring operation button NOTE Since both the All Ring operation and the Transfer to Split features require a Cover button 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 e Program an All Ring operation a Cover button for the ghost voice terminal See Programming a Voice Terminal in this section e Set the All Ring operation button for immediate ring See in this section Label the button with the name of the agent split such as Service If you have more than six voice terminals in the split the remaining voice terminals can use the Call Pickup feature to pick up the call For more information about using this feature see Using MERLIN II System Features with CMS in this section 6 6 Selecting a Voice Terminal for Your Agents Programming a Voice
27. Data Collection Data for the current hour are lost 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 Noerror 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 that hour are saved Otherwise data for the current hour are lost Possible cause Corrective action You pressed See Printer Not Ready under the heading LT Prt Sc when the Printer Problems later in this section for a printer was not ready list of corrective actions When the printer is fixed CMS resumes managing calls If it does not reboot the PC by pressing the reset button on the front of the PC or by turning the PC off and then on again and restart CMS Call Management Problems 9 13 System Errors While CMS is managing calls messages beginning with SYSERR may appear on the error line of a status screen and also on the Events Log screen WHAT THEY MEAN A SYSERR usually indicates that a CMS file has been damaged For example a user may have accidentally deleted a CMS file or a power surge may have damaged one A SYSERR does not necessarily mean that CMS has stopped managing calls For example if the only SYSERR yo
28. Dynamic Reconfiguration An administered state in which the agent receives no ACD calls CMS automatically puts an agent s voice terminal into this state upon the completion of a call to allow the agent to finish work associated with previous calls The Automatic ACW option controls the length of after call work time from 0 to 999 seconds If O time is designated for a line group the Auto ACW feature is not in effect A voice terminal button that has been programmed to contact another voice terminal in the MERLIN II system Lights beside the button show the current status busy or idle of the voice terminal that the button represents An agent activated state in which the agent is idle and available to handle CMS calls Agents in this state are not active 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 The alternative arrangement is Dial Access to Line Pools The time period beginning when CMS answers an incoming call and ending when the call is transferred to an available agent and rings at the agent s voice terminal CMS hold time often includes delay messages A cal
29. Enter Data after the last field Exception Split X Calls Waiting gt XX 3 Oldest Call Oldest Call Waiting The oldest call is the call that has been waiting the longest to be answered by an agent in a split If you turn on this exception CMS notifies you when the number of seconds the oldest call has been waiting meets or exceeds the threshold you set You can assign an external alert to this exception Prompt OLDEST CALL ON OFF s a 1 _ _2 _ _3 _ _4 _ 5 _ _6 _ _ Action 1 Type on or off Press F6 labeled Next Field to keep the current value 2 If you want to enter threshold values enter a number of seconds 1 through 999 for each split If you do not want to activate this exception for a particular split type a hyphen 3 Assign an alert number 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 gt 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 before CMS answers it the time connected to the voice announcement unit the time on hold and the time it takes to transfer the call to an agent If you turn on this exception CMS notifies you when the average speed of a
30. Help F Seine F ENG F OFEN F KACE F felahanen F ASe lania 1 TEC MAN 5 BiLe BGS Menu If you are editing a configuration that you built earlier go to step4 If you are building a new configuration note that all areas on the screen involving splits are either blank or display hyphens The defaults for the system are also displayed Study the following initial settings that are supplied for a new configuration and determine which if any you want to change e Answer delay is set to 5 seconds e Force delay is turned off e Automatic after call work is set to O seconds off Split numbers 1 through 6 are displayed in the Agent Splits area Intraflow thresholds are set to 30 seconds e Intraflow is turned off Main and secondary splits are unassigned indicated by hyphens All Ring is turned off 4 Select the activity you want to perform from the following list and turn 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 4 8 Building or Editing Shift Configurations Administering Line Group Options Program how you want CMS to control answering calls Clearing a Configuration Delete the
31. Make sure one end of the cable is plugged securely into the CU 1 jack at the back of the PC and the other end is plugged securely into the jack assigned to CU 1 in the MERLIN II system control unit CU1 and CU2 are not connected to the same MERLIN II system control unit circuit pack Connect CU1 and CU2 to the same 408 or 008 analog circuit pack at the two ports designated as attendant ports by the MERLIN II system administrator most probable ports are 14 18 or 22 26 continued Possible cause Corrective action The cable is faulty Try switching the cables plugged into CU 1 and CU2 Unplug the cable from CU 1 and plug it into CU 2 and vice versa If the CU 1 indicator on the screen stops flashing and the CU 2 indicator appears on the screen you know the 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 assigned to CU 1 Unplug the CU 1 cable from its jack in the 1 in the MERLIN II MERLIN II system control unit and plug it system control unit is into another attendant jack The control faulty unit jacks that can be attendant jacks are marked ATT on the Station Jacks section of the MERLIN II system Master Planning Form 2 Administer the jack as an attendant jack following the instruct
32. Previous Page and pressing it accesses the first page of the Agent Directory This key appears only if there are two pages more than 30 agents in the Agent Directory F7_ Config Splits Press this function key to 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 Administering Lines and Line Groups Your CMS supports up to 28 telephone lines You can arrange your lines in up to four line groups If you want you can assign all your lines to a single line group You should have determined the following information when you filled out the Line Groups Planning Form in the MERLIN II Communications System Planning Guide for the Call Management System e How many departments or predefine groups of agents will need CMS lines The number of line groups you need depends in part on the number of departments or groups of agents requiring CMS lines All lines whose telephone numbers are published for a particular department or product or that are part of a hunt group should belong to the same line group e How you want summary statistics organized If you want to keep statistics for certain lines together assign those lines to their own line groups For example if the Sales Department handles four local lines and
33. System Features with CMS in this section FIGURE 6 2 The 7406 Digital Voice Terminal i J Select Ring A gg ool Oa z a m A g 3 Conference ransfer Drop Ali TT ABC gt a 2 3 GHI JKL MNO 4 5 6 PRS TUV wxY 7 a g Speaker S Ei AT amp T 6 4 The MERLIN II System Voice Terminal Selecting a Voice Terminal for Your Agents LINE BUTTONS Your agents voice terminals may need the following types of buttons e Line and or line pool buttons e Available and after call work state buttons e Auto Intercom and or Manual Signaling buttoms e A Cover button for the Transfer to Split and All Ring operation features The following information briefly describes each of these line and feature assignments and ways in which your agents can use them This information should help you decide the number of but tons with lights your agents voice terminals will need and in turn help you determine the size of the voice terminal that you should assign to each agent This part also suggests some features that help make call management more efficient You can use this part of the system manual in a couple different ways e If you have already designated on the Voice Terminal Configuration Forms the lines or lines pools and programmed features that will be assigned to each voice terminal button directions for filling out the forms are in the MERLIN II
34. Terminal BASIC PROGRAMMING INSTRUCTIONS The MERLIN II system voice terminals come with fixed features agents can use immediately They must also add features to their voice terminals so that they can announce their availability or unavailability for CMS calls and handle CMS calls more efficiently Either you or the agent can assign these features to available buttons on an agent s voice terminal by following the basic programming instructions For more information about MERLIN II system features see the MERLIN II System Manual NOTES The CMS system cannot be used with the Flexible Numbering feature All agents must have on their voice terminals a button labeled Available for announcing their availability for CMS calls and a button labeled ACW that an agent can use when he or she is completing paperwork associated with a previous CMS call Program these features on buttons with lights No one in your CMS should use the Privacy Do Not Disturb or the Simultaneous Voice and Data Calls features with CMS Use the following procedures for programming MERLIN II system features onto an agent s voice terminal 1 Label the button s you want to program 2 Enter the programming mode in one of the following ways e For analog voice terminals slide the T P Test Program switch on the left side of the voice terminal to the P Program position e For the digital voice terminals dial the 3 character code 33 In programmi
35. The number of agents currently in the logged out or night state and not available to receive an ACD call The number of agents currently active on calls not related to ACD work such as outgoing calls other than ACD incoming calls intercom calls and transferred calls Active calls include calls currently connected to an agent and calls the agent has placed on hold The number of calls currently waiting in a split This number includes calls which have not yet been answered by CMS are connected to a delay message or have returned unanswered to CMS after being transferred to another agent It does not include calls which are ringing at an agent position or which were put on hold by an agent CMS Status Screens G 9 G 10 CMS Status Screens Waiting Old The following terms Abandon Num Abandon Delay Intraflow In Intraflow Out Calls Handled Num Calls Handled Avg Talk Calls Handled ASA Serv Levl The number of seconds the current oldest call has been waiting to be transferred to an agent in a particular split Call waiting time includes initial ringing time and CMS hold time The waiting time ends when the call begins ringing at the position of the agent who answers it refer to data collected since the beginning of the hour The number of abandoned calls for a particular split Abandoned calls include those that were disconnected prior to being transferred to an agent and those that were answered by an
36. Voice Terminal AT amp T BIS 10 E Pool 893 a E Pat Payne g Q Q Trans to F pools a F Personal p m Pool 9 M Eio p ON F Intercom g lo Available p Q Voice Q Q Intercom O 555 5184 Q Ring Q conterenc g Transfer g Drop ea Hold Stop Pulse H F The MERLIN II System Voice Terminal 6 3 The Digital Voice Terminal Your agents may use a 7406 digital voice terminal The 7406 voice terminal has three columns of buttons See Figure 6 2 The lower two buttons in the leftmost column are reserved for intercom calls The top button in the leftmost column and the second button from the top in the middle column are used for line buttons in a square system or line pool buttons in a pooled system The top button in the middle column can be used for a line line pool or a programmable feature Below the two line or line pool buttons in the middle 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 voice terminal For more information about some of the features shown in the illustration see both Selecting a Voice Terminal for Your Agents and Using MERLIN II
37. agent but had a talk time less than the abandoned call threshold Abandoned calls are credited to the main split even if the call was abandoned after being intraflowed to the secondary split The average number of seconds an abandoned call spent in the system 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 average time in minutes and seconds that agents in a particular split spent on each CMS call they completed Talk time includes time that calls were put on hold by an agent The average speed of answer for completed calls which is the average number of seconds that these calls waited for an agent Waiting time includes the initial ringing time CMS hold time and the time the call rings at an agent s voice terminal The waiting time for intraflowed calls is reflected in the average speed of answer for the secondary split not the main split The service level is the percentage of calls connected to an agent within the service level limit set by the system administrator This includes completed calls only Split Status Screen This section explains the terms used to
38. 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 button to pick up the new call 3 Touch the held call s line button to return to the call on hold In some offices agents do not stay by their voice terminals and thus it is necessary to have all voice terminals ring when a call comes in For this purpose you can use the CMS option All Ring operation Up to six voice terminals in a split can have a programmed All Ring operation button set for immediate ring Label the button with the name of the agent split such as Service When a CMS call comes in all the voice terminals in the split that have an All Ring operation button ring and the light beside the button flashes To answer one of the ringing voice terminals the agent must 1 Lift the handset The agent is automatically connected to the incoming call The agent can also use the Call Pickup feature to pick up the ringing call In order to use this feature the agents can use a dial code or a programmed Call Using MERLIN II System Features with CMS 6 19 Pickup button For information about how to program a Call Pickup button sce Pivomanuming 2 Voce Temmral in this scion To pick up a call using Call Pickup the agent must 1 Touch Intercom Ring or Intercom Voice 2 Lift the handset 3 Dial 9
39. calls The entry in the summary line of this column is the total holding time for the day CALLS e Num Xfr Call The number of ACD calls transferred by agents with a total for the day e 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 hold time for transferred ACD calls for the day by call not by agent e Hold Time Total The total talk time after transfer for ACD calls transferred by agents The summary line includes an overall total for the day OTHER CALLS These include outgoing calls and transfers from other stations e Num Other Calls The number of other calls made and received cm the lines in the group during a given hour e Hold Time Avg The average amount of time an other call held the line from the time the line was seized until the line disconnects e Hold Time Total The cumulative amount of time all lines were held in use on other calls The value in the summary line indicates the total holding time for the day Types of CMS Reports 7 11 ADDITIONAL DATA FOR DAILY CALLS CUMULATIVE LINE GROUP REPORT BY DAY 7 12 Types of CMS Reports e All Lines Busy The percentage of time in each hour that all lines in the group were simultaneously busy e Busiest hours The three hours with the largest total holding time for ACD calls The busiest hour is shown first lower portion of screen follo
40. data for the lines in the line group The summary line is displayed in reverse video dark letters on a light background XX Busy XX Total XX Calls The number of lines in the line group that are currently in use for incoming or outgoing calls Their status is Ring Wait or Cnct The total number of lines in the line group The total number of completed ACD calls to the line group during the current hour Both serviced and abandoned calls are included CMS Status Screens G 13 SPLIT STATUS The top right section of the screen summarizes calls waiting for all splits Waiting Num The number of calls in a split that 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 CALL FLOW The bottom right section of the screen shows how splits are assigned to line INFORMATION groups and whether intraflow is turned on for each split G 14 CMS Status Screens CMS Reports This section explains the terms used to identify data in the CMS reports generated from the Report Menu e The Daily Agent Split Summary Report shows data averaged totaled over an entire day midnight to midnight The Cumulative Agent Split Summary Report shows data averaged totaled over a specified number of days ranging from 2 to 93 days The Daily Split Report and the Daily Lin
41. delay message is long 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 3 59p 06 02 AGENT SPLITS LINE GROUP OPTIONS ra Agent r Agent Num Answer Force Auto Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS TOM 3 CORP 37 IKE PUBLIC 4 45s On 5s CLIFF 39 TINA SPECL 3 5s Off 10s ERNIE 40 DIANA CHART 6 5s Off 5s DEB 42 RON CORP 2 5s On 5s BO 43 NANCY CALL FLOW 2 CHART BE Flow Al SAM r Splits Intra Spl Thresh Ring NORM Grp Main Sec Flow 1 10s A 1 3 On 2 5s CARLA B t 3 On 3 30s BJ Cc 2 4 On 4 30s D 3 5 6 MAX Off 30s 30s Configuration 1 DAILY changed F10 Help F UENS F ALAA F Nate F OKARA 1 MESA 2 GEA 3 MA 7 XAKAN 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 AGENT SPLITS LINE GROUP OPTIONS raAgent pAgent Num Answer Force Auto Pos ID Split Pos ID Group Lines Delay Delay ACW 16 TOM 3 CORP 37 IKE PUBLIC 4 45s On 5s 17 CLIFF 39 TINA SPECL 3 5s Off 10s 19 ERNIE 40 DIANA CHART 6 5s Off 5s 21 DEB 42 RON CORP 2 5s On 5s 23 BOB 43 NANCY 24 SHERM 25 WALT 2 CHART
42. following pages identities and suggests corrective action for problems that may occur when you are starting up CMS The problems are grouped according to the kind of message they cause to appear in the information portion of the Initialization screen as follows e Error messages e Warning messages Scan the pages to find the message that identifies your problem and take the corrective action s described IMPORTANT Problems that generate error messages on the Initialization screen always bring the startup procedure to a halt Until you have corrected the problem you have to manage incoming calls on CMS lines according to the instructions in Managing Calls if CMS is Disabled at the end of this section of the manual 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 gt 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 Disabled at the end of this section of the manual Possible cause Corrective action You omitted one or In sequence press F8 F4 and F3_ to more steps when you get the Administer Lines and Line Groups administered your CMS screen line groups Follow the instructions under the
43. identify different types of information on the Split Status screen The statistics presented on this screen are collected on an hourly basis NOTE If an agent answers an ACD call and then transfers the call to another agent or to a nonagent the statistics for the call are not included in the data shown on the Split Status screen AGENT STATUS Pos ID The first two columns list the agent s position number which is the MERLIN II system intercom number of the agent s voice terminal and the agent s ID an assigned name of up to five characters Status The agent s current status which can be one of the following conditions Available The agent is currently available to accept an ACD call the agent is not on a call and not in the after call work state ACD The agent is busy 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 agent s voice terminal is on hook and the CMS is in Night Service ACD Calls The number of completed ACD calls the agent has Num serviced This figure includes intraflowed calls ACD Calls The average amount of time in minutes and Av
44. in splits e Change Line Group Options With the line groups prompt you can change the number of seconds calls ring before CMS answers them answer delay turn force delay on and off and specify the number of seconds an agent is to be automatically placed into ACW after completing a call e Reconfigure Call Flow Through the Configure Call Flow screen you can reassign splits to groups change intraflow thresholds turn intraflow on or off and designate splits for All Ring operation e Use the Configuration List With this screen you can select a different configuration for call management save your changes in the current configuration rename a configuration or select a startup configuration Once you are familiar with dynamic reconfiguration you can follow the streamlined procedures in Section 10 Quick Reference Guide to Dynamic To see how the administrator at Bon Voyage Travel uses dynamic reconfiguration during a typical day see cMs S in this section To begin dynamic reconfiguration or to select another screen press the 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 of time an agent is in Auto ACW For more inf
45. is meaningful for your business For instance a business may require these configurations e Shift 1 e Shift 2 e Night e Weekend In this example shift 1 and shift 2 configurations are for the two weekday shifts of agents The night configuration is for calls after business hours that are answered at a central answering position such as a guard s desk The weekend configuration 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 split has primary responsibility for answering calls for a line group or line groups A secondary split answers calls for a line group only if the main split for that line group has no available agents This is called intraflow Intraflow is described in more detail in Administering Call Flow In the shift 1 configuration for Bon Voyage Travel main splits and secondary splits are assigned like this Secondary split Public line Personal Travel Support split group split Special line Personal Travel group split Charter line Charter Travel Corporate group split Travel split Corporate line Corporate Charter Travel group Travel s
46. meets or exceeds the threshold you set When all lines in a line group are busy incoming calls are blocked and callers receive a busy signal s a A _ _B _ _C _ _D _ Prompt ALL LINES BUSY ON OFF Action 1 Type on or off Press 6 labeled Next Field to keep the current value 2 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 3 Assign an alert number or enter a hyphen in the field to the right of the slash 4 Press F8 labeled Enter Data after the last field Exception Group X All Lines Busy gt XXX seconds 2 HoldTime Maximum Maximum Line Holding Time The line holding time refers to the number of seconds a line has been in use for a single call If you turn on this exception the maximum line holding time exception allows you to set an upper limit on the length of time a line is in use CMS notifies you when the length of time a line has been seized meets or exceeds the threshold you set for its line group Prompt MAXIMUM HOLDTIME minutes ON OFF Line Group A B C D Action 1 Type on or off Press F6 labeled Next Field to keep the current value 2 Ifyou want to enter threshold values enter a number of minutes 1 through 99 for each group If you do not want to activate this exception for a particular group type a
47. menu is selected the system menu screen can be used to select Configurations rewiew system status screens print reports and exit call management 5 2 Overview The Administator Supervisor s Responsibilities The MERLIN II system administrator is responsible for establishing certain systemwide options and features such as setting the system for square or pooled lines assigning the lines that a voice terminal can access or storing System Speed Dial codes in the MERLIN II system In many systems the administrator may also be given the responsibilities of the CMS super visor in other systems the two roles will be assigned to different people If the latter is the case the MERLIN II system administrator and the CMS supervisor must work closely together in defining the needs of both the MERLIN II system and CMS and making decisions about how the MERLIN II system and CMS will work together The CMS shift supervisor has many responsibilities all of which are described in this manual Typically the role of the CMS supervisor involves Creating shift configurations of line groups and agent splits See Administering CMS Monitoring line status split status call traffic and system problems during call management See Monitoring Call Management and in this section e Helping agents understand_the MERLIN II system features that they use to handle CMS calls See Section 6 Handling CMS Calls Generating rep
48. message appears Day Service Now in Effect The word DAY appears on the ID line When call management begins all agents in the configuration are automatically in the logged out state To become available to answer calls they must touch their Available button 4 Press a function key to select another activity or screen You can access all your status screens while CMS is in the 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 number of busy lines and calls waiting It shows agent status as Oth if agents are on other than CMS calls and as Out if agents are in night state Time spent in night state is not counted as time logged in for reporting purposes The Split Status screen shows data for any Other calls placed during Night Service and shows the appropriate agent status OtherCall or Night for each agent You can also access configuration screens during Night Service Any changes you make on these screens do not influence Night Service operation but do affect the last active configuration If you return to Day Service any changes you made and saved in the last active configuration will be in effect
49. national travel magazines The Special line group has three lines 555 8532 555 8518 and 555 8531 which are reserved for valued repeat customers who may book several trips with Bon Voyage Travel each year e The agents in the Charter Travel split arrange trips for groups and frequently book trips for local and national holiday clubs There are seven agents in this split Calls to this split come in on one group of lines the Charter line group which consists of six numbers 555 0911 555 0912 555 0913 555 0914 555 0915 and 555 0916 Occasionally a customer who has previously made travel arrangements through a holiday club will call one of these numbers to make personal travel arrangements In such cases the agent in the Charter split who receives the call transfers it to an agent in the Personal Travel split This feature called Transfer to Split is explained in detail later in this guide and in the CMS System Manual e The Corporate Travel split handles business trips for large corporations This split 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 backs up the Corporate Travel spl
50. place or receive calls Touch the line or line pool button which is being programmed for immediate or no ring Dial one of the following codes for the type of ringing the line or line pool will have Dial 35 for No Ring The red light next to the line button goes off Dial 37 for Immediate Ring The red light next to the line button goes on steady Repeat steps 2 and 3 for each line button to be programmed For analog voice terminals slide the T P switch to the center position For digital voice terminals dial 00 Using MERLIN II System Features with CMS 6 21 Overview CMS provides a wealth of Management Information System MIS data through both on line and historical reports They can help you manage your resources efficiently and keep your costs in line For instance you can use reports to forecast staffing needs and determine whether line groups need more or fewer lines The reports are generated from historical data stored on the hard disk You can print reports while CMS is managing calls This section is divided into these parts le Types of CMS Reports Describes the following MIS reports Daily Agent Split Summary Cumulative Agent Split Summary Daily Split Report Cumulative Split Report by Day Cumulative Split Report by Hour Daily Line Group Report Cumulative Line Group Report by Day Cumulative Line Group Report by Hour Events Log Report e How to Generate Reports Describ
51. see Administering Call Flow in Section 4 Prompt ASSIGN SPLITS Line Group Letter _ Main Split _ Secondary Split _ Action 1 Enter a line group letter A through D 2 Enter a main split number 1 through 6 3 Enter a secondary split number or a hyphen 4 Press F8 labeled Enter Data F2 Flow On Off Use this function key to turn intraflow on or off for a particular line group A line group s intraflow status appears in the Intraflow column of the Call Flow area of the screen Prompt CHANGE INTRAFLOW Line Group Letter _ Action 1 Enter a line group letter A through D 2 Press F8 labeled Enter Data The intraflow designation for that line group automatically changes from Off to On or vice versa E3 Set Thresh Set Intraflow Threshold Use this function key to change the intraflow threshold for a split This threshold is based on the number of seconds the oldest call has been waiting in a split You may need to set an intraflow threshold for both main splits and secondary splits The initial setting is 30 seconds For more information on intraflow and intraflow thresholds see in Section 4 Prompt SET INTRAFLOW THRESHOLD Split _ Threshold seconds _ Action 1 Enter a split number 1 through 6 2 Enter a number of seconds from O through 999 3 Press F8 labeled Enter Data LE5 All Ring On Off Use this function key to change a split from All Ring operation to norma
52. shown below It looks the same as the Dynamic Reconfiguration 5 39 5 40 Dynamic Reconfiguration Configuration screen except a box appears around the Call Flow area and the function key labels change Bon Voyage Travel DAY CMSIIR2 3 59p 06 02 pA gent raAgent Num Answer Force Auto Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS 16 TOM 3 CORP 37 IKE A PUBLIC 4 5 s On 5s 17 CLIFF 39 TINA B SPECL 3 5s Off 10s 19 ERNIE 48 DIANA C CHART 6 5s Off 5s 21 DEB 4 SUPPT 42 RON D CORP 2 5s On 5s 23 BOB 43 NANCY 24 SHERM 5 25 WALT 6 2 CHART 27 BEN Flow All 28 SAM Splits Intra Spl Thresh Ring 29 NORM Grp Main Sec Flow 1 31 DI A 1 3 2 32 CARLA B 1 3 3 33 BJ c 2 4 4 35 MAX D 3 5 6 Configuration 1 DAILY F10 Help F Nira F EAC F Bie EA ll Ring F Kolike 1 JAE 2 olis o MUGE 5 Dokii 7 XAA Use the Configure Call Flow screen to set thresholds for intraflow assign splits to line groups and turn intraflow on or off You 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 enter a hyphen instead of a split number For more information on assigning splits
53. signal someone in the MERLIN II system 1 If the agent has a call in progress he or she can just touch the Manual Signaling button for you or the other person If the agent is not on a call he or she does not need to lift the handset The agent can just touch the Manual Signaling button for the person he or she wants to signal To place an intercom call using a Manual Signaling button the agent must 1 Touch Intercom Ring or Intercom Voice 2 Lift the handset 3 Touch the Manual Signaling button for the person to be contacted Auto Intercom Buttons If an agent does not need the Manual Signaling feature to signal you program an Auto Intercom button instead An agent can use an Auto Intercom button to call you for assistance call another split or transfer a call to another split or to a co worker 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 Callin 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 green light next to the held call s line button flashes rapidly 2 Touch Intercom Ring or Intercom Voice 3 Touch the Auto Intercom button for the person to be contacted or Touch the person s Manual Signaling button 4 Discuss the call 5 Whe
54. stop call management You are prompted to confirm your request Your CMS stops answering 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 the CMS Menu screen appears From the CMS Menu you can choose to administer CMS print reports exit to MS DOS or start call management again Startup Procedures 5 11 Making Agents Available for CMS Calls Since it is important that your CMS knows when an agent is available for CMS calls agents must understand how to designate the work state they are in In this way your CMS can run efficiently and maintain accurate records AGENTS VOICE Each agent must have on his or her voice terminal both an Available button TERMINAL BUTTON and an ACW button For programming procedures see Section 6 Handling REQUIREMENTS CMS Calls AGENTS VOICE Agents assigned to splits in an active configuration can place themselves in TERMINAL WORK STATES one of three alternate work states Logged out state In particular circumstances your CMS can place agents in the logged out state When agents are logged out they are not available to take calls and time spent
55. summarize a specified number of consecutive days as entered by the CMS administrator when requesting reports In addition the Cumulative Split and Cumulative Line Group reports can show data summarized by hour or by day excluding the time when CMS was not being used Many of the report statistics are based on activities completed during one particular hour If a call or after call work state is in progress at the end of 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 the statistics on the 4 00 line This makes it possible for some statistics such as the holding time of a line to show more than 60 minutes of activity within a single hour In the daily reports the term ACD automatic call distributor calls refers to incoming calls on CMS lines that were handled by CMS agents The Events Log Report is not a daily report It lists the 50 most recent exceptions and system messages Depending on how often exceptions and system messages occur in your system this report may span several days or part of one day Agent Split Summary DAILY AGENT SPLIT SUMMARY This report provides su
56. system tables and data files for the date from the diskette onto the hard disk so that you can then generate reports for that date NOTE Remember that system tables files and historical data files from earlier versions of CMS cannot be used with this version of CMS Saving the Current System Tables You have to save the current system tables in a temporary file so that you don t lose them when you copy the historical system table files to the hard disk To save the current system tables do as follows 1 If you are not in the cms directory on the hard disk type cdicms 2 To get into the cmsmgmt directory type cd cmsmgmt 3 To copy the current system tables to a temporary file type copy systbis 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 System Tables You should still be in the cmsmgmt directory To copy the system tables files for the date you want type copy a syymmdd cms c systbls cms where yymmdd is the date of the system tables file Copying the Historical Data Files You should still be in the cmsmgmt directory To copy the historical data files from the diskette to the hard disk do as follows 1 Get into the cmsrept directory by typing cdicms and then cd c
57. the PRINT REPORTS screen You can either press another function key to select other reports or you can exit To exit from the REPORT MENU screen press F8_ labeled Exit Reports to return to the SYSTEM MENU or CMS MAIN MENU How to Generate Reports 7 19 Overview TRANSFERRING HISTORICAL DATA ONTO DISKETTES Archiving is the process of copying historical data from the hard disk to diskettes You need to archive data when the hard disk begins to run out of space and you want to save your old files You should archive data once a month to keep the system running efficiently This section discusses how to archive data and contains information about the directories and files CMS uses It includes procedures for copying the system tables and historical data files to a diskette with the MS DOS copy command and for erasing these files from the hard disk with the MS DOS erase command This section also tells you how to restore archived data to the hard disk so that you can print historical reports To print historical reports from archived data you need the system tables and historical data files for the days in which you re interested The system tables file contains the information that identifies the lines splits and agents for which historical 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 st
58. the data entry keys would replace the Configuration screen s function keys Bon Voyage Travel ADMIN CMSIIR2 11 00a 06 01 aGENT SPLITS LINE GROUP OPTIONS Agent 4 A gen t NumM Answer Force Auto Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS 16 TOM 3 CORP 37 IKE A PUBLIC 4 5s On 17 CLIFF TINA B SPECL 3 5s Off 19 ERNIE DIANA CHART 6 5s Off 21 DEB 4 SUPPT RON CORP 2 5s On 23 BOB NANCY 24 SHERM WALT CALL FLOW 2 CHART BEN Flow All 28 SAM pS pliteqIntra Spl Thresh Ring 29 NORM Grp Main Sec Flow 1 Off 31 DI A 1 3 2 Off 32 CARLA B 1 3 3 Off 33 BJ Cc 2 4 4 Off 35 MAX D 3 5 Off 6 Off Configuration 1 DAILY F10 Help re ee CE F OCE F nea F SA 1 2 CT 3 alten 5 Selaire 7 ase 8 Dea Bon Voyage Travel ADMIN CMSIIR2 3 56p 06 02 AGENT SPLITS LINE GROUP OPTIONS r Agent 4 Agent 4 Num Answer Force Auto Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS 16 TOM 3 CORP 37 IKE A PUBLIC 4 5s On 5s 17 CLIFF 39 TINA SPECL 5s Off 10s 19 ERNIE 40 DIANA CHART 6 5s Off 5s 21 DEB 4 SUPPT 42 RON CORP 2 5s On 5s 23 BOB 43 NANCY 24 SHERM 5 25 WALT 6 CALL FLOW 2 CHART 27 BEN Flow All 28 SAM Splits Intra Spl Thresh Ring 29 NORM Main Sec Flow 1 s Off 31 DI 1 3 On s Off 32 CARLA 1 3 On 33 BJ 2 4 On 35 MAX 3 Off Configuration 1 DAILY F10 Help FON F KLAE FF Nui F Kolaik 1 PAEA 2 BAENA 3 Neal 7 AAKA ENTERING DATA AT Instructions on entering data in prompts are usually presen
59. to CMS e Lines or line pools not associated with CMS for personal lines or for outgoing calls if applicable For additional information on line buttons see the MERLIN II Communications System Getting Started Guide for the Call Management System You should have an Auto Intercom button for each CMS agent so that you can contact any agent with the touch of a button Also use the lights next to the Auto Intercom buttons to see which agents are busy on calls and which are not GROUP PAGE Conversely a CMS agent can have either a Manual Signaling button or an Auto Intercom button to contact you And you can tell which agent is calling because the light next to that agent s Auto Intercom button on your voice terminal flashes rapidly If the agent has a Manual Signaling button for you on his or her voice terminal the agent and you should have a prearranged meaning for the signal such as Please pick up on this call I need help You can determine which line the agent is on by using the CMS Split Status screens see in this section and pick up on that line Sometimes it may be necessary for you to use the MERLIN II system Group Page feature to make group announcements to agents of a particular split or to all agents on duty In order to administer the Group Page feature see the administration procedures for Group Page in the MERLIN II System Manual A typical message might be that CMS is starting up for the day and the
60. to call someone in the MERLIN II system he or she can just touch that person s Auto Intercom button See the note below If the agent has a call in progress he or she can put the current call on hold and touch the Auto Intercom button for the person he or she wants to call 6 6 Selecting a Voice Terminal for Your Agents COVER BUTTONS FOR TRANSFER TO SPLIT An Auto Intercom button for another split Splits that need to transfer calls to other splits may want an Auto Intercom button for the intercom numbers of the ghost voice terminals of each of the splits they transfer calls to See For this purpose you should give the intercom numbers of the ghost voice terminals to the agents who may need to call or transfer a call to the split The agent can dial the intercom number for the ghost voice terminal assigned to the split or program the intercom number on an Auto Intercom button See the note below The Auto Intercom button should be labeled with the name of the split such as Service NOTE In order for agents to transfer calls with one touch the agents merely touches an Auto Intercom button in order to transfer a call the system administrator must have set the system for One Touch Transfer If not the agent needs to touch Transfer before touching the Auto Intercom button of the person to whom the call is to be transferred Manual Signaling Rather than use an Auto Intercom button to contact you an a
61. until now has exceeded the intraflow threshold for the main split There is no available agent in the main split There is an available agent in the secondary split The oldest waiting call in the secondary split has not waited longer than the intraflow threshold for the secondary split Building or Editing Shift Configurations 4 15 ADMINISTER CALL FLOW OR ALL RING OPERATION 5 If there is no agent available in the secondary split the call remains waiting in the main split The call will be answered by the first available agent in either the main split or the secondary split if the secondary split s intraflow threshold is not exceeded by another call HINT If your only consideration in building a shift configuration is to have every call answered as quickly as possible by any available agent you can assign all of your agents to one split and make that split the main split for all of your line groups You cannot have more than 28 agents in a split If you assign all 28 to one split there will be no agents in other splits to receive intraflow calls Therefore there are no secondary splits and you would not need to administer for intraflow in that shift configuration To administer Call Flow or All Ring press the key for the task you want to perform F1_ Assign Splits Use this function key to assign main splits and secondary splits to line groups Initially all splits are unassigned you choose which split ans
62. until you correct the error Prompt line This line contains requests for your input Prompts appear after you press most function keys or in response to certain error conditions When no prompt appears the words F10 Help appear to the far right in the prompt line to remind you that pressing F10 lets you access the help screens For more information see Entering and Editing Data in this section Function keys The labels 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 appears When a prompt appears the function key labels change to provide data entry functions Entering and Editing Data 3 10 Using Your PC with CMS Entering and editing data with CMS is easy You enter data by pressing function keys and responding to the prompts that appear on your screen Whenever a prompt appears the function keys are relabeled For example compare the next two screens If you press F2 labeled Line Groups on the first screen it changes as shown on the second screen In addition to highlighting the Line Group area the function keys provide the options listed for the line groups If you were to choose one the prompt line would display the fields for entering and editing data for that option and
63. want to have a two way conversation with people connected to the MERLIN II system Your calls ring at the other person s voice terminal and your co workers lift their handset to hear you and to talk with you e Announced Intercom Calls When you place an announced intercom call your co worker hears your voice through the voice terminal speaker but must lift the handset to respond to you Using MERLIN II System Features with CMS 6 15 CONFERENCING A CALL USING THE MANUAL SIGNALING AND AUTO INTERCOM FEATURES If there is someone whom the agent often needs to call for example when the agent needs to call you for assistance the agent can program an Auto Intercom button for the person When the agent needs to call the person he or she can just touch that person s Auto Intercom button If an agent is using a digital voice terminal he or she can place both ringing and announced intercom calls but can receive only ringing intercom calls To place ringing intercom calls the agent must 1 Touch Intercom Ring 2 Lift the handset 3 Dial the intercom number To place announced intercom calls the agent must Touch Intercom Voice Lift the handset Dial the intercom number A WO N e Listen for a beep then speak into the handset An agent may need to have you or an agent in another split assist in a CMS call One way of doing this is to ask you or the other agent to join the call in progress To establish the conferen
64. 5 46 Selecting Day or Night Service Day to Day Operation of CMS THE ADMINISTRATOR S ACTIVITIES AT BON VOYAGE TRAVEL Your day to day interaction with CMS primarily involves monitoring system status during call management and using dynamic reconfiguration to make any needed changes in the configuration being used to manage calls The following example illustrates how the CMS administrator at Bon Voyage Travel interacts with the system during a typical day At 9 a m each business day Pat Payne switches on Bon Voyage s PC and starts managing calls with the weekday configuration All agents are automatically in the logged out state when call management begins Pat uses the MERLIN II system Group Page feature to ask the agents in some splits to touch the Available button on their voice terminals to signal they are available to begin answering calls Another split is using a line group with Auto ACW they automatically become available when the calls start coming in Pat performs several dynamic reconfiguration activities during the day First Pat removes Tom Baker from his position in the Personal Travel split because he is on vacation He moves a new agent into Tom s position in that split and tells the agent to move himself to the Available state As the peak calling hour approaches Pat turns on intraflow for the Public line group Pat uses the Group Page feature to tell the agents in the Support split that they may now receive c
65. 999 501 149 MERLIN 1I COMMUNICATIONS SYSTEM Feature Module 2 Call Management System System Manual eveeeeevegveee eeorevecovves 1988 AT amp T Issue 1 All Rights Reserved September 1988 Printed in USA NOTICE The information in this document is subject to change without notice AT amp T assumes no responsibility for any errors that may appear in this document MERLIN is a registered trademark of AT amp T MS DOS is a registered trademark of Microsoft Corporation To order copies of this document call the AT amp T Customer Information Center 1 800 432 6600 and include the document number 999 501 149 with your order Contents Section 1 Introduction How to Use the CMS Documents 1 1 Section 2 Understanding CMS 1 2 A Typical CMS Application 2 5 Key Facts and Considerations 2 Section 3 Your 6300 WGS and CMS Duplicating the CMS Diskette Duplicate 3 3 Installing the CMS Software 3 5 Using Your PC with CMS 3 9 Section 4 Administering CMS Getting Started 4 3 4 5 or Editing Shift Configurations Backing Up Shift Configurations 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 Management 5 15 Dynamic Reconfiguration 5 27 Section 6 Handling CMS Calls The MERLIN II System Voice Terminal 2 6 5 Selecting a Voi
66. AGEMENT SYSTEM FOR MERLIN II CS Date Printed 06 13 88 Time Printed 6 13p CUMULATIVE LINE GROUP A Cumulative Line Group Report By Hour can be generated for any REPORT BY HOUR consecutive period from 2 to 93 days Most of the column headings are the same as for the Daily Line Group Report and the Cumulative Line Group 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 listed in the leftmost column Each data line summarizes that hour s activity over all the days specified For example if you specified a Cumulative Line Group Report by Hour for July 2 through July 10 the hours in a day when CMS was active would be in the leftmost column and all the activity in a given hour for July 2 through July 10 would be summarized The 10 o clock period would list data for all the calls from July 2 through July 10 that were completed during the 10 o clock period GROUP D CORP Bon Voyage Travel CUMULATIVE LINE GROUP REPORT BY HOUR 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 Om 1002 0 245 0 25 0 29 16m 0 0 00 Om s o ne 0 2 00a 0 239 12 227 0 27 109m 0 0 00 0m 0 0 00 Om 0
67. BEN Flow All pl Thresh Ring 1 10s Off 2 5s Off 32 CARLA 3 On 3 30s Off 4 5 6 28 SAM p Spliteqintra S 29 NORM Grp Main Sec Flow 31 DI A 1 3 On B 1 33 BJ c 2 4 On Off 35 MAX D 3 Off Off Off Configuration 1 DAILY changed FORCE DELAY Group Letter F EA faPrevious F Next F Sago 1 KAAS 5 M 6 MGL 8 DERT Dynamic Reconfiguration 5 35 To change force delay for any line group respond to the prompt Prompt Force Delay Group Letter _ Action 1 Enter a group letter 2 Press F8 labeled Enter Data and the new data will be displayed The first screen shows the group letter entered on the prompt the screen following shows the force delay turned on after the data was entered DAY CMSIIR2 4 00p 06 02 LINE GROUP OPTIONS Num Answer Force Auto Delay Delay ACW 45s On 5s 5s Off 10s Off 5s On 5s Bon Voyage Travel mser pA sent 4 Pos ID Pos ID 16 TOM 37 IKE 17 CLIFF 39 TINA 19 ERNIE 40 DIANA 21 DEB 42 RON 23 BOB 43 NANCY 24 SHERM 25 WALT 27 BEN 28 SAM 29 NORM 31 DI 32 CARLA 33 BJ 35 MAX Split 1 PERS Split 3 CORP Group Lines A PUBLIC 4 B SPECL 3 C CHART 6 D CORP 2 4 SUPPT 5s CALL FLOW Flow All Thresh Ring Off Off Off Off Off Off 2 CHART r Splits Intra Spl Grp Main Sec Flow 1 A 1 3 On 1 3 On 2 4 On 3 Off B Gs D Configuration 1 DAILY changed FORCE DELAY Group Letter B F OF TaK F MALIE fe nter IEPrompt 5 ERA
68. Call Flow screen e Administer Line Group Options screen e Stored Shift Configurations screen These screens are almost identical to the configuration screens you use for administration During administration however CMS is not managing calls CMS is managing calls during 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 mA sente mAgent Num Answer Force Auto Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS TOM 3 CORP 37 IKE A PUBLIC 4 CLIFF 39 TINA B SPECL 3 ERNIE 40 DIANA C CHART 6 DEB 4 SUPPT 42 RON D CORP 2 OB 43 NANCY CALL FLOW 2 CHART EN Flow All SAM r SplitIntra Spl Thresh Ring Grp Main Sec Flow DI A B 1 J c 2 MAX D 3 P 1 2 3 4 5 6 Configuration 1 DAILY F10 Help F Sethe F BEC en r Scie 6 Be Bes plit mconfig JAG 1 2 Gigolo 3 MLAS MSI 5 AGNES 6 Sica 7 BSES 8 TEILE Dynamic Reconfiguration 5 27 BEGINNING DYNAMIC RECONFIGURATION 5 28 Dynamic Reconfiguration From the configuration screen you can perform three types of reconfiguration described below or select other screens e Reconfigure Splits Through the Configure Splits screen you can add move or remove the agents
69. Communications System Planning Guide for the Call Management System you may want to take the forms out now and review them Then refer to this part of the system manual when you want to change the button assignments on an agent s voice terminal or when you need to assign lines and features to a new agent s voice terminal e 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 responsibility of assigning appropriate lines and or line pools for each split Refer to the CMS planning forms found in the CMS Planning Guide and to the System Configuration Forms in the MERLIN II System Manual as you perform line administration Your CMS lines can be set for either pooled or square operation The way in which you assign lines and or line pools to your agents voice terminals depends on how your system is set up The following information will help you assign lines and or line pools to your agents voice terminals Read the suggestions below that pertain to your system Pooled System If your system is configured with line pools all voice terminals will automatically have two buttons for the main pool All calls transferred to CMS agents arrive on the two main
70. Edited Changed Configuration When you build a new shift configuration or make changes in an existing one the word changed appears on the configuration list to the left of that configuration number You can store the last edited configuration 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 2_ labeled Save Config on the Stored Shift Configurations screen selects this activity The word changed appears next to the configuration you last edited Prompt SAVE CONFIGURATION Into Config _ Action 1 Press F8 _ labeled Enter Data to save the edited configuration under the same configuration name and number as the original in other words to replace the original with the updated copy or Enter a configuration number and press 8 labeled Enter Data to save the edited configuration under a different configuration number 2 A second prompt appears SAVE CONFIGURATION Replace Contents of Config X NAME Y N _ The number and name of the configuration you edited appear in this prompt Type y to confirm your request or n to deny it Press 8 labeled Enter Data Building or Editing Shift Configu
71. Help HW Agent F Split ig Group F Sith iy Admin Use this screen to turn exceptions on or off and set exception thresholds for each split or line group From this screen you may assign line button numbers to external wall mountable lamps to be used as external alerts The external alerts 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 them are listed below After you familiarize yourself with the procedures turn to the descriptions of the type of exceptions you want to administer To administer exceptions do as follows 1 Press the function key for the type of exceptions you want to administer agents splits or groups A box appears around the corresponding area of the Exception Settings screen and the function key labels change 2 Press the function key for the exception you want to administer For example you could press F1 labeled Talk Time on the Agent Exceptions screen If you decide not to administer that exception press F1_ labeled Cancel Prompt to cancel the prompt 3 Type on inthe ON OFF field of the prompt to turn the exception on or type of
72. MS card is faulty If the same message appears when you restart CMS you may have a faulty CMS card Contact your equipment supplier for assistance Startup Problems 9 3 ERROR CU 1 Faulty or Disconnected CMS Cannot Manage Calls Status Indicator CU 1 flashing 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 Corrective action There s a loose Make sure one end of the cable is securely connection between the plugged into the CU 1 jack at the back of the CU 1 jack and the PC and the other end is securely plugged into MERLIN II system the jack in the MERLIN II system control unit control unit assigned to CU 1 The cable is faulty Try switching the cables plugged into CU 1 and CU 2 Unplug the cable from the CU 1 jack and plug it into CU 2 and vice versa If the CU 1 indicator on the screen stops flashing and the CU 2 indicator goes on you know the 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 1 is into another attend
73. OB 43 NANCY 24 SHERM Baa 25 WALT 6 2 CHART 27 BEN Flow All 28 SAM Splits Intra Spl Thresh Ring 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 Cc 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 A Seconds 25 F CE F Sete F NEESS F LA 1 AKLAT LS 5 BARL 6 MAL 8 REIT Bon Voyage Travel DAY CMSIIR2 4 15p 06 02 AGENT SPLITS pA gent 4 mA sente Num Answer Force Auto Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS 16 TOM 3 CORP 37 IKE PUBLIC 4 45s On 25s 17 CLIFF 39 TINA SPECL 3 5s On 10s 19 ERNIE 40 DIANA CHART 6 5s 5s 21 DEB 4 SUPPT 42 RON CORP 2 5s On 5s 23 BOB 43 NANCY 24 SHERM 5 mae GS 2 CHART 27 BEN Flow All 28 SAM rs plits Intra Spl Thresh Ring 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 2 4 On 4 30s Off 35 MAX D 3 Off 5 30s Off 6 30s Off Configuration 1 DAILY changed F10 Help F NES F elder F Alaa F olkie 1 DER 2 SEA 3 ESAN 7 AKAA Reconfiguring Call Flow If you experience unexpected changes in call traffic you may need to reconfigure call flow assignments in the current configuration For instance you may decide to reassign secondary splits or turn on intraflow for some line groups Pressing 3 labeled Call Flow from the reconfiguration screen selects the Configure Call Flow screen
74. R 8 DERT Bon Voyage Travel DAY CMSIIR2 4 00p 06 02 AGENT SPLITS mA sent LINE GROUP OPTIONS Num Answer Force Auto mA sente 5 36 Dynamic Reconfiguration Split 1 PERS Pos 2 CHART Configuration 1 orce 2 DJEP F F Neaerg 1 AEP ID TOM CLIFF ERNIE DEB BOB SHERM WALT BEN SAM Split 3 CORP 4 SUPPT DI BJ MAX F AREE 3 Ca Pos ID 37 IKE 39 TINA 49 DIANA 42 RON 43 NANCY DAILY changed Group Lines PUBLIC SPECL CHART CORP 4 3 6 2 De lay Delay ACW 45s 5s CALL FLOW Flow All r Splite Intra Spl Thresh Ring Main Sec 3 Flow 1 On On On Off F onfig 7 creen 10s 5s 30s 30s 30s 30s Off Off Off Off Off Off F10 AUTOMATIC ACW The automatic ACW option controls the length of after call work time from O to 999 seconds If 0 time is designated for a line group the Auto ACW feature is not in effect Pressing 2_ labeled Line Groups on the Configuration screen and F3 labeled Auto ACW on the subsequent screen provides the prompt and function keys to administer for Auto ACW The line group letter and the number of seconds that an agent requires to complete any after call work should be entered in the appropriate fields of the prompt Pressing F8 labeled Enter Data enters the data for the line group When an agent completes an ACD call the voice terminal will change to t
75. RS 0 0s 17 CLIFF LoggedOut 0 00 0 00 0 0 00 2 CHART 0 Os 19 ERNIE LoggedOut 0 00 0 00 0 0 00 3 CORP 0 0s 21 DEB LoggedOut 0 00 0 00 0 0 00 0 Os 23 BOB LoggedOut 0 00 0 00 0 0 Os 24 SHERM LoggedOut 0 00 0 00 0 0 Os 25 WALT LoggedOut 0 00 0 00 0 Spl 1 0 Avail 7 Tot 0 0 00 0 00 0 r Split 4 Intra Grp Main Sec Flow A 1 3 On B 1 3 On C 2 4 On D 3 2 Off F10 Hel F Genrer F See MSEE OF Sena F NE F gt IBA gt Stat 4 Log 5 ENSUES 6 SE 7 XAG 8 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 calls waiting for all splits and intraflow assignments For an explanation of each type of data on this screen see Key to Split Status Data If a Split Status screen indicates a problem that needs immediate correction you can do so through dynamic reconfiguration For more information see Dynamic Reconfiguration later in this section To select another screen or perform a function from the Split Status screen press the corresponding function key F1_ Change Press this function key to change an agent s work status Supervisory Login Logout feature When the function key is pressed the following prompt appears CHANGE AGENT STATUS AGENT ID NEW STATUS AVAIL ACW OUT Enter the agent ID in the AGENT ID field and the desired status in t
76. S MENU ADMINISTRATION MENU STORED SHIFT AGENT ADMINISTER LINES CONFIGURATIONS DIRECTORY AND LINE GROUPS CONFIGURATION AGENT SPLITS LINE GROUPS CALL FLOW PRINT REPORTS SET OPTIONS SERVICE LEVEL ABANDON THRESHOLD ALARM ON OFF DELAY MSG LENGTH BUSINESS NAME ADMINISTER EXCEPTIONS AGENT EXEPTIONS SPLIT EXCEPTIONS LINE GROUP EXCEPTIONS ASSIGN ALERTS 4 2 Overview Getting Started These procedures describe turning on the PC and selecting an administration activity from the Administration Menu You may want to review and Considerations at the end of Section 2 before administering CMS START ADMINISTERING To start administering CMS follow these steps CMS 1 Turn on your PC If you use an AUTOEXEC BAT file to automatically start the CMS program the CMS Menu appears Go to step 4 For information on creating an AUTOEXEC BAT file refer to in Section 3 If the A gt prompt appears instead of the C gt prompt type c and press 1 to change to disk drive C 2 When the c gt prompt appears type cd cms and press 4 3 When C gt 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 CALL MANAGEMENT SYSTEM CMS FOR THE MERLING r II CS c 1986 1987 1988 by AT amp T MAIN MENU Fl Start Call Management F4 Administer CMS Agents Lines
77. S diskette ieee CMS Installation and Getting EF Guide CMS software installing 3 5 CMS status screens glossary of G 8 G 14_ _ CMS System Manual description _of 1 2H1 3 CMS terms glossary of G 2 G 7_ Z o o CMS User s Card deroa of 1 1 ss CMSMGMT deleting CMSREM deleting Configuration clearing Configuration List screen use of Cover buttons need for 6 7 6 6 s SCiz Cumulative agent split summary Cumulative reports generating Cumulative split report by day Cumulative split report b D Daily agent split summary 7 3 Cd Daily line group report Daily split summary 7 5 sd Data editing entering entering and editing Data files copying historical Date setting 3 7 Delay Message Length definition of Diskette sizes 3 20 0 Cid Display Console MERLIN II _System 5 Documentation conventions 1 3 13 3 43 4 5 27 o i fi Duplicating the CMS diskette Dynamic reconfiguration 5 27 E Erasing files from the hard rA 8 22 O Events Log Report Z 14 7 15 SSS O Exceptions agent selectin alert selecting selecting 4 Split selecting External alert checklist External alerts assigning exceptions and alerts 4 37 assigning to line buttons changing or removing line buttons 4 36 sf F Files deleting Force delay Force delay administering Force Delay changing 5 34 Ghost voi
78. Service CMS provides two modes of call management Day Service and Night Service During Day Service one of your shift configurations is active and CMS routes calls to agents During Night Service CMS answers incoming calls connects them to the voice announcement unit and disconnects the calls after the message is over You may want callers to hear a different message at night or on weekends than they might hear during the day A typical Night Service message is Thank you for calling Bon Voyage Travel We are closed now Please call again between 8 a m and 5 p m any weekday When you start CMS it is automatically in Day Service mode You can change from Day Service to Night Service and vice versa only when CMS is managing calls Change Day or Night Service from the System Status screen by pressing F1 labeled Day Night Then continue with the instructions below for the mode you have selected A description of system status during Night Service follows the procedure for selecting 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
79. T BEN Flow All SAM rm Splits Intra Spl Thresh Ring Grp Main Sec Flow 1 10s Off DI A 1 3 On 2 Off B 1 3 On 3 s Off BJ Cc 2 4 On 4 Off MAX D 3 Off 5 Off 6 Off Configuration 1 DAILY ANSWER DELAY Group Letter A How Many Seconds 45 F OFI F MILICE F Next F g 1 Aall 5 URAR 6 E 8 DER Bon Voyage Travel DAY CMSIIR2 3 59p 06 02 Agent m Agent Num Answer Force Auto Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS 16 TOM 3 CORP 37 IKE PUBLIC 4 45s 17 CLIFF 39 TINA SPECL 3 5s 19 ERNIE 40 DIANA CHART 6 5s 21 DEB 4 SUPPT 42 RON CORP 2 5s 23 BOB 43 NANCY 24 SHERM 5 25 WALT 6 2 CHART 27 BEN Flow All 28 SAM pS plitsqintra Spl Thresh Ring 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 changed FIO Help mAnswer F orce F agido F eok ike 1 DER 2 Taw 3 ony 7 XAG The force delay option controls the transfer of calls to and from the voice announcement unit If force delay is on calls that arrive for a group will not be transferred to an agent until callers have heard the entire message If it is off they will be transferred to an agent as soon as one becomes available If answer delay is set to zero and force delay is on all incoming calls will connect directly to the message Remember that the force delay option can sometimes cause calls to backup especially if your
80. 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 time and date by looking at the right hand corner of any CMS Menu screen NOTE The date must be changed at the beginning of each year and the time must be adjusted for daylight savings time To check or change the date on your PC do as follows 1 When the C gt prompt appears type date and press __ The following message appears on your screen Current date is Wed 4 07 1987 Enter new date mm dd yy 2 If the date is correct press J If the date is incorrect type in the correct date for example 4 08 1987 and press J Installing the CMS Software 3 7 SET THE TIME 3 8 Installing the CMS Software To check or change the time on your PC do as follows 1 When the C gt prompt appears type time and press The following message appears on your screen Current time is 0 01 30 00 Enter new time 2 If the time is correct press 1 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 ty
81. UMMARY This section explains the terms used to identify different types of information on the Line Status screen The statistics described on this screen are collected on an hourly basis Grp Line P Stat Calls Num Calls HoldT The letter assigned to the line group The number of the line s assigned to each group Line priority status A in this column indicates that the line is a priority line and will be answered before other nonpriority lines The line wait status which can be one of the following conditions Ring Initial ringing a call has seized the line but CMS has not answered it yet Idle The line is not in use Wait CMS has answered the call on this line The call is currently in the CMS hold state or transfer ring state ringing at an agent s voice terminal Cnct An incoming or outgoing call on this line is connected to an agent or nonagent The call may be in progress or may have been put on hold at the voice terminal 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 disconnect Serviced and abandoned calls are included calls connected to nonagents and outgoing calls on CMS lines are not included A line group summary appears below the
82. Y CMSIIR2 4 14p 06 02 AGENT SPLITS LINE GROUP OPTIONS Agentay rAsent4 Num Answer Force Auto Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS TOM 3 CORP 37 IKE A PUBLIC 4 CLIFF 39 TINA B SPECL 3 ERNIE 40 DIANA C CHART 6 DEB 4 SUPPT 42 RON D CORP 2 BOB 43 NANCY SHERM 5 WALT 6 CALL FLOW 2 CHART BEN Flow All SAM m Splitsy Intra Spl Thresh Ring NORM Grp Main Sec Flow 1 i off DI A 1 3 On S Off CARLA B 1 3 On Off BJ C 2 4 On s Off MAX D 3 Off Off Configuration 1 DAILY changed AUTOMATIC ACW Group Letter Seconds F OFLA F Wireless F Nan Prompt 5 KA 6 RGL To change Auto ACW for any line group respond to the prompt Prompt AUTOMATIC ACW Group Letter _ Seconds Action 1 Enter a group letter 2 Enter the number of seconds O through 999 you want for the agent to be in the automatic ACW state upon completion of a call 3 Press F8 labeled Enter Data and the new data will be displayed The next screen shows the data entered in the prompt the screen following shows the data entered for the appropriate line group 5 38 Dynamic Reconfiguration Bon Voyage Travel DAY CMSIIR2 4 15p 06 02 AGENT SPLITS LINE GROUP OPTIONS mAgent r Agent 4 Num Answer Force Auto Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS 16 TOM 3 CORP 37 IKE PUBLIC 4 S On 5s 17 CLIFF 39 TINA SPECL 3 On 10s 19 ERNIE 40 DIANA CHART 6 21 DEB 4 SUPPT 42 RON CORP 2 On 23 B
83. _ Action 1 Enter a split number 1 through 6 2 Enter the number of seconds from O through 999 3 Press F8 labeled Enter Data 5 AlI Ring On Off All Ring operation is useful for splits in which agents are not always near their voice terminals Each call rings at all the agents voice terminals and an available agent closest to a voice terminal can answer the call In normal CMS operation a call rings at only one agent s voice terminal All Ring operation is dependent on both your CMS configuration and your MERLIN II system administration To make an All Ring split you must assign 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 the ghost agent Consult your CMS Agent Splits Planning Form to see which of your splits if any should be All Ring NOTE For more information on setting up an All Ring split see the discussion of this topic in Agent Splits under the general heading Planning Your Call Management System in the MERLIN Communications System Planning Guide for the Call Management System For more detailed infor
84. a SS Gi GS SS OS OS a es OS O S as eG 8 C O a f E aa G aree BE mam GA aa BN an A oaee F ame B arn GR eae BE aane E zaa E oae FE ma P an E an GE mans A eame PE aae Cl 0 0 0 0 0 0 0 0 0 0 0 0 0 932 714 Note 1 Call statistics are counted in the hour and day in which they complete CALL MANAGEMENT SYSTEM FOR MERLIN r II CS Date Printed 07 14 88 Time Printed 6 13p Types of CMS Reports 7 9 Line Group Report DAILY LINE GROUP This report gives hour by hour data for a given line group It includes data REPORT for every hour that CMS is in Day Service or Night Service mode during the 24 hour period the report covers You can use this information to control your expenses for telephone lines for instance e A high number of abandoned calls may indicate too few agents e You can add more lines if you see that all lines in a group are often busy even if agents seem to be handling calls quickly You can eliminate lines in line groups with light call traffic During Night Service the Line Group Report shows the number of calls offered calls that 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 Tim
85. a call and stays in that state until the time administered for the auto ACW state has passed 1 999 seconds When the specified time has passed the agent is automatically available to receive the next incoming call for that line group 6 12 Announcing Availability for CMS Calls SUPERVISORY LOGIN LOGOUT If administered the Auto ACW feature begins working after an agent receives his or her 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 An agent receiving a call from a line group with automatic ACW does not have to touch the ACW button to announce unavailability upon completion of a call The agent has a set period of time that was administered for the agent s line group for finishing paperwork connected with the previous CMS call 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 buttons on the voice terminal The agent s work status under the Status column will change to reflect the status entered Error messages are displayed if incorrect or incomplete information was entered at the p
86. a shown on the System Status screen except as Other calls LINE GROUP Line Group The first two columns list the letter to which a line INFORMATION group is assigned and the line group ID Lines Busy The number of lines in the line group that are either ringing on hold or connected G 8 CMS Status Screens SPLIT INFORMATION Lines Total Splits Main Splits Sec Flow Split Agents ACD Agents Avail Agents ACW Agents Out Agents Oth Waiting Num The total number of lines in the group The number of the main split assigned to the line group If no main split is assigned a hyphen appears instead of a number The number of the secondary split assigned to the line group for intraflow The secondary split can receive calls for the line group only if intraflow is on If no secondary split is assigned a hyphen appears instead of a number Intraflow is indicated by On or Off The secondary split can receive calls only if intraflow is on The number and ID of each split The number of agents currently active on ACD calls Active calls include both calls currently connected to an agent and calls the agent 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
87. ading Announcing Availabilit for CMS Calls in Section 6 Handling CMS Calls and check that the buttons have been administered properly The agent has not been added to the shift configuration currently being used for call management Add the agent to the current shift configuration following the instructions in in Section 5 or in the in Section 10 PROBLEM An agent s properly programmed ACW and Available buttons do not 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 have been put into the ACW state automatically Check the ACW administration for the agent s line group and readminister as necessary PROBLEM An agent is receiving the wrong CMS calls For example an agent in the Personal Travel split is receiving calls for the Corporate Travel split Possible cause The agent is assigned to the wrong split Corrective action in Section 5 or the Reassign the agent to the correct split following the instructions in Dynami Quick Reference Guide to Dynamic Reconfiguration in Sectio
88. 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 action Listen to and time the delay message Then do one of the following e Record a new delay message e Enter the correct number of seconds for Delay Message Length on the Set Options screen Have the MERLIN II system administrator check the line assignments for the two attendant ports assigned to CU1 and CU2 If they do not match readminister the lines so that they do If they do match check the connections to the control unit to be sure that the lines are connected properly Voice Announcement Unit Problems 9 15 External Alert Problems No warnings or direct adverse effects however when exception thresholds are exceeded and this condition continues CMS does not operate efficiently PROBLEM External Alert does not light when an exception occurs Possible cause Corrective action Alert is not connected to Check that the alert is connected to the proper port for which it was port or readminister to match the line port to administered which it is connected or Alert number is not associated with any line button number on the Setting Exceptions screen Faulty lamp If alert is connected and administered correctly and is associ
89. 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 paging group To use the Group Page feature to make a paging announcement you can use the programmed button or you may choose to use a dial code To program a Group Page button on your console for each paging group follow the directions in Programing a Voice Terminal in Section 6 Handling CMS Calls Use the Group Page feature as follows 1 Touch the Group Page button for the group you want to page 2 When you hear a beep lift your handset and make the announcement You hear a busy signal if all the voice terminals in the group are busy or 1 Touch Intercom Voice 2 Lift your handset 3 Dial the code for the group you want to page 881 for group 1 882 group 2 883 group 3 884 group 4 885 group 5 886 group 6 887 group 7 The Attendant Console 5 5 4 When you hear a beep speak into your handset You hear a busy signal if all the voice terminals in the group are busy NOTE The above group page codes are default codes If the MERLIN II system has non CMS activity some codes may have undergone flexible numbering If so check the Master Planning Form
90. ain number of seconds If you want your PC to beep when an exception occurs turn on the audible alarm option described in Setting Captions External lamps can also be used as alerts to visually notify agents when an exception is occurring Exceptions are an important management tool because they free you to do more productive work Instead of constantly monitoring system status on your PC you can administer exceptions to notify you when 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 e In sales line groups the exceptions that indicate the length of time all lines are busy and the number of abandoned calls are important When all lines are busy potential customers may not be able to get through and may call a competitor This means lost revenue for your business Abandoned calls instances where a caller hangs up before being connected to an agent signal that there are callers who are tired of waiting for an agent and who might not call back again lost revenue The thresholds for these exceptions depend on the dollar value of each call versus the expense of an additional agent In businesses where each call generates high revenue or where customer service directly affects sales the thresholds should be set lo
91. alls for the Public line group The Support split is a secondary split for the Public line group Throughout his shift Pat takes time out from other work to monitor the System Status screen the Line Status screen and the Split Status Information screen He can use the f 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 to be triggered whenever more than three calls are waiting This way he can be immediately aware of this condition no matter where he is in the room Also agents are immediately aware of this condition and know without Pat telling them that they have to move on to the next calls quickly Pat does have to take time out from other work to tell them When Pat notices that three calls are waiting in the Charter Travel main split and there have been several abandoned calls Pat turns on intraflow to allow waiting calls to be sent to the Corporate Travel split the secondary split for the Charter line group Pat also increases the answer delay the length of time calls ring before CMS answers them so callers will spend a little less time on hold Pat has a new agent in the Corpor
92. am on the hard disk and get a shift configuration up and running It shows you how to enter and edit data in response to prompts on the screens It also shows you how to monitor the system as you decide how to fine tune it to meet your call management needs Once you have a shift configuration up and running keep the Installation and Getting Started Guide in the CMS binder for future reference Copies of MERLIN II Communications System User s Card for the Call Management System comes packaged with the system manual The User s Card is a handy reference for programming and using the MERLIN II system features you ll use most often with CMS Each CMS supervisor and agent should have one of these cards How to Use the CMS Documents 1 1 CMS SYSTEM MANUAL This is the manual you re reading now It contains information on every aspect of the CMS operation and administration from understanding CMS to troubleshooting What s in This Manual previews the structure and contents of the system manual and offers suggestions on the best ways to use it What s in This Manual The MERLIN II Communications System Manual for the Call Management System is intended for the supervisor or administrator who oversees the setup and operation of CMS Here you ll find an overall description of the system all the concepts procedures and other information you ll need to make the most of CMS in your business This information is organized as f
93. ant jack The control faulty 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 following the instructions under the heading Designate Attendant Positions in Step 3 Perform Basic Administration in Section 4 of the MERLIN II Communications System with Feature Module 2 Installation and Administration Manual The CU 1 jack on the If none of the above actions corrects the CMS card is faulty problem contact your equipment supplier for assistance 9 4 Startup Problems Warning Messages WARNING CU 2 Faulty or Disconnected Status Indicator CU 2 Effect on Call Management CMS manages calls somewhat more slowly without CU 2 You may notice an increase in abandoned calls during periods of heavy incoming call traffic until you correct this problem Possible cause Corrective action There s a loose cable connection between the CU 2 jack on the CMS card and the MERLIN II system control unit Make sure the connections between the CU 2 jack on the CMS card at the back of the PC and the MERLIN II system control unit are secure Either the cable or the jack assigned to CU 2 on the MERLIN II system control unit is faulty The CU 2 jack on the CMS card is faulty When you can interrupt call management for a few minutes switch the CU 1 and CU 2 cables around unplug t
94. are disconnected before reaching this threshold are considered abandoned calls The general term for systems such as CMS that automatically answer incoming calls and distribute them to available agents An incoming call on a CMS line An agent activated state in which the agent receives no ACD 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 an agent A team of agents who handle the same types of incoming calls 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 exception threshold for an agent split or a line group has been exceeded Alarm beeping if turned on by the administrator also occurs for system errors and other screen messages A CMS mode in which any call coming into an agent split rings simultaneously at the voice terminals of all agents in the split The initial period of ringing in which an incoming call continues to ring if no agent is available If an agent still is not available by the end of the answer delay period the call is connected to the voice announcement unit Auto ACW Automatic after call work State Auto Intercom Button Available State Button Access to Line Pools CMS Hold Time Completed Call Configuration Shift Dial Access to Line Pools
95. ate Travel split Yesterday Pat spent time with the new agent explaining the voice terminal features he ll be using As the new agent answers CMS calls for the first time Pat watches the Split Status screen to see when the new agent is on a call and then monitors the call In this way Pat is able to give the agent advice on handling calls Pat also looks at the Management Information System MIS reports to determine if Bon Voyage Travel has an efficient number of lines and agents He prints some of the daily reports to review hourly call activity for the day and prints cumulative daily and hourly reports to help develop a CMS profile for his business Day to Day Operation of CMS 5 47 The Events Log Report lists many occurrences 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 Overview When a call comes into CMS the system looks for an available agent in the main split assigned to the line group for the call If agents are available CMS routes the call to the agent who has been available the longest After answering the call the agent may need to e Transfer calls to another split or agent e Call another split for information e Contact the supervisor for help When the transaction with the customer is completed the agent may need to ent
96. ated with the correct line button number the lamp itself may need to be replaced Replace the lamp PROBLEM External Alert stays on after all exceptions to which it has been assigned have been brought below the exception thresholds Possible cause Corrective action Heavy call traffic can Check to be sure all exceptions have indeed cause a delay in turning stayed below their thresholds If they have the external alert off 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 should not press the alert button supervisors can use the button to test alert operation NOTE A console such as the MERLIN II Display Console shows all the line buttons for lines assigned to the system including the alert line button The alert line button has been assigned to the line jack to which the alert is connected If agents whose consoles provide access to the alert line button lift the handset and press that button the alert will light up If the all connections and assignments are correct and all agents with access to the alert line button have their handsets on hook bring CMS down and then start it again 9 16 External Alert Problems Printer Problems WARNING Printer Not Ready Using Prt Sc Key Will Halt CMS Status Indicator Don tPrtSc Effect on Ca
97. ator check that both CU1 and CU2 attendant port assignments are exactly the same and assigned in the same order Prompt ADD LINE Button _ Line ID Group Letter _ Action 1 Enter the button number you want to assign to the line It must be a number from 1 to 32 that is not already assigned to another CMS line 2 In the Line ID field enter the last four digits of the telephone 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 2 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 sure you update your CMS Line Button Planning Form and your MERLIN II System Configuration Form so you know which line buttons are available for future use Prompt REMOVE LINE Line ID Action 1 Enter a line ID and press 8 labeled Enter Data 2 When the confirmation prompt appears type y to confirm your request or N to deny it and press F8_ labeled Enter Data 3 Move Line Use this key to shift a line from one line group to another Prompt MOVE LINE Line ID New Group Letter Action 1 Enter a line ID 2 Enter a line group letter 3 Press F8 labeled Enter Data 4 26 Administerin
98. c and press 1 7 Remove the CMS duplicate copy from the disk drive and store it in a safe place Starting the CMS Program Automatically If you are using your PC exclusively for CMS you may want the CMS program to start automatically each time you turn on the PC For this purpose you must have an AUTOEXEC BAT file that includes the appropriate commands Then whenever you turn on your PC the CMS Menu will appear For information on setting up or adding to an AUTOEXEC BAT file see the user s guide that comes with the MS DOS diskette 3 6 Installing the CMS Software In order to set up or add to this file on your PC you need to use a text editor Use either EDLIN the MS DOS line editor or another text editor you are familiar with The following are the commands you need in your AUTOEXEC BAT file to start CMS automatically cd cms cms If your hard disk does not have an AUTOEXEC BAT file you can use EDLIN the MS DOS line editor to create one for the cms commands as follows At the C gt prompt type cd then press _1_ Type edlin autoexec bat then press 1 1 2 3 At the prompt type i then press 1 4 At the 1 prompt type cd cms then press 5 At the 2 prompt type cms then press 1 6 At the 3 prompt hold down the Ctrl and z keys together then press J 7 At the prompt type e then press _ You should now be at the C gt Setting the Time and Date SET
99. causing the exception alert 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 becomes available even if the message has not finished The factory set value for a system option which allows CMS to operate immediately after installation The administrator may later improve system performance by replacing some initial settings with values more appropriate to the needs of his or her business Automatic transfer of waiting calls from the main split to the secondary split after a preset number of seconds If no agent is available in the main split a call that has waited the specified length of time is intraflowed to an available agent in the secondary split The number of seconds the oldest call waits in the main split before it is intraflowed transferred to an available agent in the secondary split Jack Control Unit Line Group Logged Out State Main Split Manual Signaling Night Service Other Calls Pooled System Position Agent Priority Line One of several numbered receptacles on the MERLIN II system control unit into which connections for telephone lines and v
100. ce Terminal for Your Agents Programming a Voice Terminal 6 9 Section 7 Generating Reports Types of CMS Reports 7 2 How to Generate Reports 7 16 Section 8 Archiving Data Section 9 Troubleshooting Managing Calls if CMS is Disabled 9 22 Section 10 Quick Reference Guides Map of Screens for Call Management 10 7 CMS Terms G 2 CMS Status Screens G 8 CMS Reports G 15 Index 5i How to Use the CMS Documents CMS PLANNING GUIDE CMS INSTALLATION AND GETTING STARTED GUIDE CMS USER S CARD The Call Management System CMS is the automatic call distributor ACD for the MERLIN II Communications System with Feature Module 2 The CMS component of the MERLIN II system answers calls and connects them to available agents When there s more than one agent available for a call CMS connects the call to the agent who has been idle the longest If no agent is available CMS connects the call to a delay message and then places the call on hold until an agent becomes available It s important that your MERLIN II system be administered to work smoothly with CMS and that the CMS options and parameters are set to meet your call management needs The explanations and instructions in each of the documents discussed in the following paragraphs can contribute to a fully integrated CMS MERLIN II system Take a few minutes now to review these documents and plan how to use them to get your system up and running quickly and ef
101. ce 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 Touch Drop 2 Touch the button of the line to be disconnected If agents needs a quick way of contacting you for help or calling another split for information they can program either a Manual Signaling or an Auto Intercom button for you or another person s intercom number NOTE An agent cannot have both types of buttons for the same person Manual Signaling Buttons When the agent needs to signal you or someone else in the MERLIN II system he or she can use a Manual Signaling button You or other person hears a beep and sees the light flashing next to the Auto Intercom button of the agent who is calling You and the agents in your CMS should have a prearranged meaning for the signal such as Please pick up on this call 6 16 Using MERLIN II System Features with CMS need help An agent can also use the Manual Signaling button for placing an intercom call If an agent programs this feature on a button with lights the green light next to the button goes on when you or the other person uses his or her voice terminal To
102. ce terminals amp _ H Hardware considerations Help Screens using Index I 1 l Intraflow p2 SS example of Intraflow threshold 2 2 2 4 o L Line buttons need for Line Group Exceptions selectin administering 4 44 Line Group Report cumulative by day cumulative by hour Line groups 2 2 Lines and Line Groups administering 4 24 4 4 27 Logged out state M Main splits 2 2 S Manual Signaling buttons need for begin Map of CMS screens 5 2 Monitoring call management 0 Options setting 4 28 4430 00 P Priority lines 2 2 2 4 0 R Report Agent Split Summar Events Log Line Group Split Reports how to generate 7 16 47 19 O exiting from S Screen Events Log Events Log Line Status 5 15 0 Line Status key to 5 24 _ o Line Status using 5 22 f 5 23 S Split Status 5 15 Split Status key to Split Status using 5 19 H 5 20 __ System Status 5 15 0 System Status key to 5 18 _ oS y System Status using 5 15 H 5 17 S Screen formats 3 9 3 10 S error line function keys 3 10 _ S O ID line 3 9 information area 3 9 prompt line 3 10 __ o Screens for call management map of 10 7 _ lt lt Screens for CMS administration map _of Service level limit definition _of Setting the Time and Date 3 743 8 sid l 2 Index Shift configuration copy procedure definition of Split Re
103. contents of a configuration Returning to Other Screens Return to the Stored Shift Configurations screen and save the configuration you just built or edited Return to the Admin Menu and select another administration activity Administering Splits The list of agents you created on the Agent Directory screen is your master list of agents Any of the agents on the master list can be assigned to splits Pressing F1 labeled Splits from the Configuration screen selects the Configure Splits screen shown below If you are building a new configuration first use F1 labeled Add Agent to identify which of the agents listed in the agent directory will be active in this configuration Then use F6 labeled Change Split ID to assign an ID to each split Bon Voyage Travel ADMIN CMSIIR2 10 48a 06 13 p Asent m Asent Num Answer Force Auto Split Pos ID K Split Pos ID Group Lines Delay Delay ACW TOM 3 CORP 37 IKE A PUBLIC 4 5s On 5s CLIFF 39 TINA B SPECL 3 5s off 10s ERNIE 40 DIANA C CHART 6 5s Off 5s DEB 4 SUPPT 42 RON D CORP 2 5s On 5s BOB 43 NANCY 5 6 2 CHART Flow All pS pliteintra 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 Off 6 30s Off Configuration 1 DAILY F10 Help F Xele FEGE F Move Anc F INCA FRECCE F ENEE F ENE 1 GINS Agent Agen Agent Agel Split Scre Directry Building or Editing Shift Configurati
104. ctivity you want to perform Perform the activity using the instructions on the following pages Press F8 labeled Admin Menu to return to the Administration Menu when you are finished F1 Add Agent Use this function key to add new agents to the Agent Directory This activity does not add agents to an active configuration it merely identifies them in the Agent Directory HINT If any agent is regularly assigned to more than one split give that agent a different ID for each split Then use the appropriate ID when you add the agent to a configuration The different IDs permit separate tracking of the agent s statistics in each split For example Tom works in split 1 sometimes and in split 4 other times Tom s supervisor added him to the directory once with the ID TOM1 and again as TOM4 Assigning Agent IDs 4 21 4 22 Assigning Agent IDs Prompt Add AGENT Last Name First __ SD Action 1 Make entries in these fields as follows Last name up to 12 letters numbers or special characters such as or First up to 8 letters numbers or special characters ID up to 5 letters numbers or special characters Remember each ID must be unique The IDs appear on the screen in uppercase letters even if you enter lowercase ones 2 Press F8 labeled Enter Data F2 Remove Agent Use this function key to delete an agent from the Agent Directory To help you avoid removing an agent by accident
105. d length of time the oldest call has been waiting 11 Main and secondary split assignments and intraflow status Using the Line Status Screen 5 22 Monitoring Call Management The Line Status screen shown below summarizes the activity for each line in each line group Pressing 5 labeled Line Status from any other status screen selects the Line Status screen Grp Line A 1816 1808 1818 8515 B 8532 8518 8531 C 0911 0912 0913 0914 0915 0916 Bon Voyage Travel P Stat Num HoldT Id Id Id Id Id Id Id Id Id Id Id Id Id F EREE 1 riority e e e e OOO 0 0 O rcall 0 0m 0 0m 0 Om 0 Om A 0 Busy 4_ Total 0 Calls oooocjcoo 3 DAY CMSIIR2 ol 4 02p 06 02 Grp Line P Stat Num HoldT r Waiting4 C 0 Busy 6 Total 0 Calls Split Num Old 1 PERS 0 Os D 0917 Idle 0 0m 2 CHART 0 Os 0918 Idle 0 0m 3 CORP 0 0s D 0 Busy 2 Total 0 Calls 4 SUPPT 0 0s 5 0 0s 6 0 Os r Splits Intra Grp Main Sec Flow A 1 3 On B 1 3 On C 2 4 On D 3 Off F10 Hel F vents iS plit ae FS 4 Log 6 SEIVE 7 JALAN 8s The left section of the Line Status screen summarizes the activity for each line and line group The right side of the screen keeps you in touch with the system as a whole by summarizing calls waiting for all splits and call flow assignments For an explanation of the data on this screen see Status Data If the Line Status screen indicates a proble
106. do the following 1 Press F2_ labeled Line Groups on the Configuration screen which produces a box around the line group options portion of the screen 2 Press F3_ labeled Auto ACW to display the following prompt near the bottom portion of the screen Prompt AUTOMATIC ACW Group Letter _ Seconds _ Building or Editing Shift Configurations 4 13 3 Enter a group letter A through D for the group to be administered 4 Enter the number of seconds O through 999 for the number of seconds agents are to be in the ACW state NOTE 0 means the Auto ACW feature is not in effect 5 Press F8 labeled Enter Data Administering Call Flow The activities in administering call flow do the following e Assign a main split and an optional secondary split for each line group e Turn intraflow on or off Set an intraflow threshold for each split e Designate splits for AlI Ring operation optional A main split has primary responsibility for answering calls for a line group or groups A secondary spit covers calls to a line group only if no agent in the main split is available Intraflow is the process of transferring waiting calls from a main split to an available agent in the secondary split The intraflow threshold is the number of seconds a call in a main split must wait before it can be sent to an available agent if there is one in the secondary split This waiting time begins when the call fi
107. e or performance threshold you set has been exceeded Turning on the alarm is helpful since it will alert you to potential problems should you not be looking at your PC screen Initially the alarm is on You can set the delay message length so that CMS can check for errors in the delay message unit The message length must be properly set for your call traffic because of its effect on 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 Message Length The initial value of the message length option is 10 seconds Pressing F5_ labeled Set Options on the Administration Menu screen selects the Set Options screen shown below Bon Voyage Travel ADMIN CMSIIR2 11 08a 06 13 SET OPTIONS Option Value F1 Service Level Limit 10 sec F2 Abandoned vs Incoming Call Threshold 2 sec F3 Audible Alarm On Off Off F4 Delay Message Length 10 sec F5 Business Name Bon Voyage Travel F10 Hel F TAIM F NOTean F Aeus FPAEMYECE F AEGEE 1 evel MaThresh o oa Me Length 5 BEI 8 Setting Options 4 29 zET OPTIONS 4 30 Setting Options To set options press the function key for the o
108. e to line disconnect for both abandoned and completed calls by the number of calls offered The average does not include calls answered by nonagents Calls still in progress at the end of the data collection hour are included in the next hour s data The total amount of time to the nearest minute all lines were held in use by incoming calls The total includes times for serviced and abandoned calls and for calls placed to both the Day and Night Services but does not include times for calls answered by nonagents The figure in the totals line under this column is the total hold time for the day The number of calls successfully transferred by an agent while CMS was in the Day Service The average amount of time in minutes and seconds ACD calls continued to hold the line after being successfully transferred by an agent BUSIEST HOURS XFR CALLS The total amount of time to the nearest minute Hold Time all lines were held in use by transferred calls Total OTHER CALLS The number of other calls which seized the lines Num Other of the line group during a given hour Calls still Calls in progress at the end of the hour are included in the next hour s data OTHER CALLS The average amount of time in minutes and Hold Time Avg seconds an other call held a CMS line OTHER CALLS The total amount of time to the nearest minute Hold Time all lines were held in use by completed other Total ca
109. e Group Report show data on an hour by hour basis e The Cumulative Split Report and the Cumulative Line Group Report show data on either a day by day or an hour by hour basis depending on the method of tabulation chosen The Events Log which can also be printed from the Report Menu lists the 50 most recent exceptions and system messages The information in this report may span several days or part of one day Daily Agent Split Summary This report provides 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 in which the agent switched splits is credited to the split he or she is in at the end of the data collection period Agent ACD CALLS Num ACD calls ACD CALLS Avg Talk Time The agent s name last name up to 12 characters and first name up to 8 characters The number of completed calls the agent serviced while logged into this split The total includes intraflowed calls serviced by the agent The Num ACD Calls should be identical to that shown in the Daily Split Report The average amount of time in minutes and seconds the agent spent on each ACD call The total includes intraflowed calls serviced by the agent The figure in the totals line under this column should be iden
110. e Hold Time gt xx min Line Hold Time lt xx sec ALERTS Alert Line Button Numbers F10 Help F AONE F OCLI F PECES F ES F Ao ftia 1 LERNE 2 UEIS 3 KOENI 4 JAAA 8 ZGH 4 40 Selecting Exceptions ADMINISTER A SPLIT EXCEPTION To administer a split exception follow these steps 1 Press the function key for that exception and refer to the description and instructions that follow this list The exception message that appears when an exception threshold is met or exceeded is also listed A typical example is Split X Calls Waiting gt XX If you need more detailed instructions on administering exceptions see the information in Administering Exceptions under the heading Instructions for Selecting Exceptions earlier in this section 2 Press a function key to administer another split exception or press F8 labeled Admin Exceptns to return to the Administer Exceptions screen when you are finished F1 Abandon Calls Number of Abandoned Calls When a caller hangs up before speaking to an agent the call is considered an abandoned call If you turn on this exception CMS notifies you whenever the number of abandoned calls in an hour reaches or exceeds the threshold you set Prompt ABANDON CALLS ON OFF Split 1 2 3 4 5 6 Action 1 Type on or off to turn this exception on or off Press 6 labeled Next Field to keep the current value 2 If you want
111. e Night Day Aband Handled Avg Total Call Avg Total Calls Avg Total Busy 9 00a 0 19 2 17 43m 10 00a 0 25 203 51m 11 00a 0 46 145 81m 10 00p 11 00p 27 90 36 8 10 05 1179m 9 161m 11 Busiest hours 1 11 00a 2 1 00p 3 10 00a Note 1 Call statistics are counted in the hour and day in which they complete CALL MANAGEMENT SYSTEM FOR MERLIN r II CS Date Printed 06 10 88 Time Printed 6 13p 7 10 Types of CMS Reports The column descriptions for the above report are as follows TIME e Time The beginning of the hour in which data were collected ACD CALLS e Calls Offered Night Day The number of ACD calls to the line group during a given hour This number includes abandoned calls as well as calls connected to agents e Num Calls Aband The number of incoming calls to a line group that were abandoned that is the caller hung up before an agent answered The example above includes only Day Service calls e Num Calls Handled The number of incoming calls connected to agents during Day Service This number includes intraflowed calls and excludes abandoned calls e Hold Time Avg The average holding time is the average amount of time each call held a line from the time the line was first seized until the line disconnects Each average includes abandoned calls e Hold Time Total The total holding time is the total amount of time that all lines were held in use by ACD calls These totals include abandoned
112. e floppy diskette type copy c shift cms a To copy the system tables onto the floppy diskette type copy c systbls cms a Remove the duplicate copy when the red light on disk drive A goes out Write the current date on a label and attach it to the duplicate To return to the cms directory on disk drive C type these commands A gt c C gt cd Backing Up Shift Configurations 4 47 If you ever lose a shift configuration for instance if you clear a configuration by accident copy the desired configuration or all configurations from the duplicate as follows 1 Repeat steps 1 through 3 in the previous procedure 2 To copy all your shift configurations from the 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 drive C goes out For more information on restoring CMS after system problems see Troubleshooting 4 48 Backing Up Shift Configurations Overview You must complete several initial administration activities before you can manage calls with CMS These activities described in Section 4 involve identifying your CMS lines and agents and building at least one shift configuration If you have not comp
113. e of a call you have put rapidly on hold Green light flashing This is the line of a call someone else has slowly put on hold from another voice terminal PLACING OUTSIDE CALLS You should restrict your CMS lines to incoming calls If you want CMS agents to be able to place outside calls you can assign to all agents voice terminals a special line not associated with CMS on which agents can place calls to people outside the MERLIN II system To place an outside call on a specific line an agent has to 1 Touch the line button for the line the agent wants to use The red light next to the line button goes on 2 Lift the handset 3 Dial the outside number If your MERLIN II system lines are pooled the administrator must specify whether agents should have Button Access or Dial Access to Line Pools Then the agents can access any of the lines in a particular line pool in either of these two ways e Touching a line pool button Button Access to Line Pools e Dialing a code for a specific line pool Dial Access to Line Pools PLACING INTERCOM Each voice terminal connected to the MERLIN II system including your own CALLS console and the agents voice terminals has its own intercom number You can dial intercom numbers to place calls to people connected to your system On all voice terminals in the MERLIN II system you can place two types of intercom calls e Ringing Intercom Calls You can place ringing intercom calls when you
114. e second disk and press _ to continue with the installation Installing the CMS Software 3 5 However there are other ways in which the installation procedure could be interrupted If there are errors on your CMS duplicate copy that prevent the installation program from continuing the following message appears on your screen Error on Installation Floppy Disk Try Installation from another Floppy Discard the CMS duplicate copy make another duplicate copy using the original CMS diskette and then begin the CMS installation procedure again Also there may be insufficient storage space on the hard disk for new information In that case you will see the following message on your screen Insufficient Disk Space for CMS An additional xxxK is required Delete Old Files and Try Installation Again Your PC should be dedicated entirely to CMS operation non CMS files should be cleared from the hard disk If you need directions 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 and the A gt prompt appears 6 Return to the C gt prompt by typing
115. e to the after call work state the light next to the Available button goes off and the light next to the ACW button goes on Agents who plan to be away from their phones for an extended period or who are doing work unrelated to CMS can also log themselves out of CMS They move from the available state to the logged out state by touching the Available button and thus turning off its light Likewise they move from the after call work state to the logged out state by touching the ACW button and turning off its light A CMS supervisor can change an agent s work state from the CMS PC by using the Supervisory Login Logout feature From the Split Status Information screen a supervisor can simply enter the agent s ID at the appropriate prompt and enter the new status Logged out Available ACW Call management is the automatic distribution of calls within a shift configuration When a call comes into CMS the system goes through this basic sequence of steps e CMS looks for an available agent in the main split assigned to the line group for the incoming call e If an agent is available CMS answers the call and transfers it to the agent who has been available the longest Key Concepts 2 3 2 4 Key Concepts e If no agent is available CMS waits a certain number of seconds then answers the call and connects it to a delay message The length of time CMS waits before answering the call is known as the answer delay If an agent becomes ava
116. eTlk seconds the agent has spent on each completed ACD call This figure includes intraflowed calls ACD Calls The average amount of time in minutes and AvgACW seconds the agent has spent in the primary after call work state following an ACD call Only completed after call work sessions are used to calculate this average Time spent on other than ACD other calls while in the after call work state is not included ACD Calls Xfr The number of ACD calls transferred by an agent CMS Status Screens G 11 SPLIT STATUS CALL FLOW INFORMATION G 12 CMS Status Screens ACD Calls The number of ACD calls that the agent did not Rfusd answer Other Num The number of completed other than ACD calls the agent has made or received Other AvgTIk The average amount of time in minutes and seconds the agent has spent on completed other calls This includes any time during 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 a split that 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 Line Status Screen LINE STATUS LINE GROUP S
117. ec Off ALERTS Alert Line Button Numbers F ESk F oie F ARa F Nite 1 ECG 2 Ea o EO 4 OGLAS NOTE You must be sure that the alert is physically connected at the specified line port No message can tell you that the alert is or isnot actually connected to the MERLIN II system control unit Changing or Removing Line Button Assignments You shouldn t remove a line button assignment unless you are sure of the following The alert is not assigned to an exception The alert number field shouldn t have a number assigned and instead should have a hyphen To remove a line button number from an alert do as follows 1 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 2 Enter a hyphen in the appropriate alert number field 3 When you are finished press F8 labeled Enter Data to enter the data Changing a line button number assignment requires all the care you would undertake when initially assigning one you must be sure that the all the conditions for assigning alerts have been met see Conditions for Assigning above To change an alert line button number do as follows 1 Press either 5 _ 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 new line button number 2 Enter the line numbe
118. ed close to each other have trouble determining whose voice terminal is ringing Possible cause Corrective action The agents voice terminals Remind the agents to personalize the have the same ringing pattern ringing on their voice terminals Refer them to the information on personalized ringing under the heading MERLIN II Features with CMS 1i Section 6 Handling CMS Calls PROBLEM Agents have trouble locating calls they have put on hold Possible cause Corrective action The agents don t know that Refer the agents to the information on the green light next to a call voice terminal lights under the heading they put on hold flashes more rapidly than the green light in Section 6 Handling CMS next to a call someone else Calls puts on hold 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 Corrective action CMS sent a call to the agent s Remind the agents that any time CMS voice terminal perhaps when sends a call to a voice terminal and it the agent WAS Away from the goes unanswered the light next to the desk and it went unanswered Available button on that voice terminal goes off and CMS puts the agent in the logged out state gt PROBLEM All CMS agent stations ring part of one ring each time a call a
119. eference Guide to Dynamic Reconfiguration 10 5 Map of Screens for CMS Administration FIGURE 10 3 Map of Screens for CMS Administration CMS MENU START CALL ADMINISTRATION PRINT MANAGEMENT MENU REPORTS STORED SHIFT AGENT ADMINISTER LINES SET ADMINISTER MANAGEMENT DIRECTORY AND LINE GROUPS OPTIONS EXEPTIONS NFIGURATION SERVICE CONFIGU LEVEL AGENT ABANDON SPLITS THRESHOLD LINE ALARM GROUPS ON OFF CALL DELAY MSG FLOW LENGTH BUSINESS NAME 10 6 Map of Screens for CMS Administration SPLIT EXCEPTIONS AGENT EXCEPTIONS LINE GROUP EXCEPTIONS ASSIGN ALERTS Map of Screens for Call Management FIGURE 10 4 Map of Screens for Call Management CMS MAIN MENU ADMINISTRATION MENU START CALL MANAGEMENT INITIALIZE STORED SHIFT CONFIGURATIONS REPORT MENU AGENT SPLIT f DAILY SUMMARY f CUMULATIVE LATIVE BY DAY ATIVE BY HOUR ps TA So DH OOJ _ lt 2 eax LATIVE BY DAY LATIVE BY HOUR LATIVE BY DAY LATIVE BY HOUR E es Iel orf sr 5 Je O00 2oU ec fe at A ANSWER ASSIGN DELAY SPLITS FORCE FLOW AV ABANDON SPLIT BELAY ON OFF CONFIG THRESH EXCEPTIONS SET THRESH ALL RING ON OFF RENAME ALARM CONFIG ON OFF DELAY MSG LENGTH GROUP EXCEPTIONS ASSIGN ALERTS CHANGE ae A N DIRECTORY NOTE 1 Additional Call Management screens and function keys are p
120. eled Enter Data E5 Business Name You can enter the name of your business up to 20 characters in this field and it will appear on all CMS screens and reports You can use both upper and lower case letters The system does not however accept the space character Use the underscore character _ to designate a space Prompt ENTER BUSINESS NAME Action 1 Enter a business name maximum of 20 characters 2 Press F8 labeled Enter Data 8 Admin Menu Press F8 labeled Admin Menu to return to the Administration Menu screen Selecting Exceptions An exception message indicates that a particular performance threshold has been reached or exceeded and an unusual or undesirable situation may be occurring Exceptions allow you to customize performance goals for each split or line group For instance you may establish a threshold of 3 minutes as an acceptable talk time for one split and 4 minutes as an acceptable talk time for another split You may want to use CMS for a few days before you select your exceptions and set your exception thresholds In the meantime all exceptions are set to off When you turn on an exception you receive an exception message on your PC screen whenever a threshold for that exception has been reached or exceeded For instance you may choose to receive an exception message when an agent has refused a call or when all the lines in a line group have been busy for a cert
121. em 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 you to swap diskettes during diskcopy When the copying process is finished you see Copying complete Copy another diskette Y N 6 If you are using the 3 1 2 inch diskette type n You don t need to press tf If you are copying the 5 1 4 inch diskettes type y Then insert the second diskette labeled 2 of 2 After it has been completely copied type n and go on to the next step 7 When the C gt prompt appears remove the duplicate diskette prepare an appropriate label such as CMS Duplicate Copy and apply the label to the diskette NOTE Label the 5 1 4 inch diskettes CMS Duplicate Copy 1 and CMS Duplicate Copy 2 respectively 8 Store each original diskette in a safe place You are now ready to install the CMS software 3 4 Duplicating the CMS Diskette Duplicate Installing the CMS Software Perform the following software installation procedures the first time you install the CMS software or if errors occur that you cannot fix and you need to begin again When you are finished the system has copied the programs required for CMS operations onto the PC hard disk INSTALLING THE To install the software do the following SOFTWARE A If the A gt p
122. er call work state The figure in the totals line under this column should be identical to the ACD Time total in the Daily Agent Split Summary Serv Levl The percentage of completed calls that were connected to an agent in the split within the Service Level Limit The default value for the Service Level Limit is 20 seconds but can be changed by the system administrator to a value from O 99 seconds Cumulative Split Report By Day or Hour This report provides summary data on a given split over a specified period from 2 to 93 consecutive 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 be included in the Cumulative Split Report by Hour A message to this effect will appear on the report Each line of data for a Cumulative Split Report by Day will be a daily summary the date being summarized will be in the first column of the report Days for which no CMS data exists will not be included A separate page at the completion of the report will contain a list of dates for which no CMS data exists CMS Reports G 19 Daily Line Group Report G 20 CMS Repo
123. er the after call work state to complete the necessary paperwork associated with the call So that agents can complete all of these CMS duties with a minimum of problems it is important that they understand how to use the MERLIN II system voice terminals and features In most cases you as the CMS supervisor will be the person responsible for teaching the agents how to use the voice terminal and the one whom agents will call if problems arise This section will help you understand how you and the agents in your CMS can use the MERLIN II system voice terminals 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 information about the role of the CMS agent The MERLIN II System Voice Terminal Describes the types of analog and digital voice terminals that your agents can use and the arrangement of line and feature buttons on these voice terminals Selecting a Voice Terminal for Your Agents Helps you determine the size of voice terminal your agents need by listing the lines and or line pools and the features agents usually need Programming a Voice Terminal Gives the procedure for pr
124. es 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 e Removing an agent from the Agent Directory Adding a line to a line group removing a line from a line group or moving a line from one line group to another Assigning an agent an ID that once belonged to another agent Changing line group IDs or the number of line groups on the Administer Line Groups screen e Changing a split ID or changing the number of splits on the Configure Splits screen To keep your historical data accurate print any outstanding historical reports and delete the old historical data files before making any of the changes listed The historical files are located in the directory cms cmsrept For instructions on deleting files see the MS DOS user s guide that came with your PC Overview 7 1 Types of CMS Reports 7 2 Types of CMS Reports The CMS reports are described individually in this order Daily Agent Split Summary Cumulative Agent Split Summary Daily Split Report Cumulative Split Report Daily Line Group Report Cumulative Line Group Report e Events Log Report Daily reports cover one day s activities from 12 00 a m through 11 59 p m Cumulative reports
125. ese are either 3 1 2 inch diskette or Two 5 1 4 inch floppy diskettes labeled 1 of 2 and 2 of 2 e Blank diskettes appropriate for your PC One blank 3 1 2 inch diskette on which to copy the 6300 WGS CMS diskette or Two 5 1 4 inch diskettes on which to copy the PC 63005 1 4 inch diskettes NOTE Be certain that the diskettes you will use to duplicate the CMS diskettes do not have files on them that you want to keep All files on the duplicate diskettes will be overwritten when you copy the CMS diskettes 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 Also you should set your PC for the correct date and time For directions see the user s guide for the 6300 WGS or follow the instructions under the Time and Date later in this section DUPLICATING THE CMS To make a duplicate copy of the original CMS diskette do as follows DISKETTE 1 Turn on the PC 2 When the C gt prompt appears type diskcopy a a and press This message then appears Insert SOURCE diskette in drive A Strike any key when ready NOTE PC responses may be slightly different from the ones printed here depending on the version o
126. eshold for that split or group has not been set Also alerts cannot be assigned if a line button has not been assigned to the alert 5 Enter a hyphen into each field where you are not assigning an external alert 6 After you have entered the desired exception thresholds and their corresponding alert numbers press F8_ labeled Enter Data to enter the data into the system For more information on assigning thresholds and alerts see the specific agent split or line group procedures below Selecting Exceptions 4 37 Selecting Agent Exceptions Agent exceptions allow you to monitor the activity of individual agents You can use these exceptions to indicate reasonable expectations for call handling and to see where extra training is necessary You can set different exception thresholds for each split to tailor the exception for the type of calls each split handles For instance some splits may need more after call work time than others Pressing F1 labeled Agent Exceptns from the Administer Exceptions screen selects the Agent Exceptions screen shown below The box in the screen indicates the four agent exceptions talk time after call work agent logged out and refused calls Bon Voyage Travel ADMIN CMSIIR2 11 12a 06 13 gt Split Line Group _ Exception On Off 1 A 2 B 3 C 4 D 5 6 AGENTS Talk Time gt xxx sec After Call Work gt xxx min Agent Logout ACW gt xxx min Refused Cal
127. ey to start Night Service A message stating that Night Service is in effect will be displayed Incoming calls are connected to the night message and then disconnected The word NIGHT appears to the left of the CMS version on the ID line 4 Press a function key to select another activity or screen Change Day or Night Service from the System Status screen by pressing F1 labeled Day Night Then continue with the instructions below for the mode you have selected A description of system status during Night Service follows the procedure for selecting Night Service To change from Night Service to Day Service Prompt DAY NIGHT Change to Day Service Y N _ Action 1 Type y to change to Day Service or type n to keep the system in Night Service 2 Press F8 labeled Enter Data Selecting Day or Night Service 5 45 CMS OPERATION DURING NIGHT SERVICE 3 If you typed y to change mode the prompt line reads change to Day Message and Press Any Key to Start Day Service When the prompt appears the system stops answering ringing calls that is the calls keep ringing Any calls already connected to the voice announcement unit stay connected until the message is finished and are then disconnected When you change to the day message and press any key the last configuration that was active on the system is activated again Call management and data collection proceed as normal for Day Service and the following
128. f ACD calls transferred by each agent in a given split e 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 ACD work and intercom calls Num Other Calls The number of other calls handled by each agent e Avg Talk Other The average amount of time an agent spent on each call designated as other The summary line shows the average amount of time spent per call not per agent e ACD Time The percentage of time the agent spent on CMS related work that is on ACD calls and in the after call work state e Total Time Staffed The total amount of time the agent was answering calls in a given split for a given day and under a given ID rounded to the nearest tenth hour NOTE Activities in progress at the end of the day are included in the statistics for the day in which the activities were completed This includes the total amount of time the agent spent on CMS calls on Other calls in the Available state and in the ACW state CUMULATIVE AGENT SPLIT SUMMARY Split Report A Cumulative Agent Split Summary report can be generated for any past consecutive period from 2 to 93 days The information for ACD and other calls as well as additional data will reflect the entire consecutive period specified The column headings are the same as that for the Agents Splits Daily report the data items are summarized or averaged over the enti
129. f the MS DOS program that you are using 3 Insert the original CMS diskette labeled Call Management System for the MERLIN II CS into drive A This diskette is the source diskette the diskette that contains the information being copied Duplicating the CMS Diskette Duplicate 3 3 When inserting the diskette the label of the diskette should face upwards and the notch in the side of the diskette 5 1 4 inch diskette should be on the left When you hear a click indicating that the diskette has been fully inserted press down the latch on drive A until you feel the latch lock NOTE The procedure is essentially the same whether you are using the 5 1 4 inch floppies or the 3 1 2 inch diskette However if you are using the 5 1 4 inch floppies insert the diskette labeled 1 of 2 at this first step 4 When you are ready press any key The red in use light on disk drive A comes on while the system is reading the source diskette WARNING Do not remove a diskette from the drive while the red in use light is on When the system has read the first part of the diskette this message is displayed Insert TARGET diskette in drive A Strike any key when ready 5 When the red in use light on drive A is off remove the source diskette insert 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 syst
130. f to turn the exception off 4 Enter thresholds for splits or line groups Keep these points in mind You do not need to enter a threshold for each split or line group If you don t want to enter a threshold for a particular split or line group simply leave it blank This feature allows you to turn on an exception for some splits or groups but not all of them To delete a threshold value type a hyphen over the value you want to erase You may enter thresholds even if you turn off an exception For example you may want to turn on the talk time exception when call traffic is heavy During slow periods however you might not care how long an agent talks to customers You may want to turn off the talk time exception then but still keep the thresholds Skip over fields that you don t want to change 5 Assign an alert number for an external alert at this point if desired 6 Press F8 labeled Enter Data after you make an entry in the last field 7 Press a different function key to administer another exception on that screen 8 Press F8 labeled Admin Exceptns to return to the Administer Exceptions screen when you finish administering exceptions Assigning External Alerts to Exceptions External alerts are small incandescent lamps that are designed to 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 excep
131. ficiently Then as you observe how CMS manages your incoming call traffic day to day you can use the documents to fine tune the system for more efficient call management and more useful call management reports You should have received The MERLIN II Communications System Planning Guide for the Call Management System when you ordered your CMS This guide used in conjunction with the MERLIN II System Planning Guide shows you how to plan a fully integrated CMS MERLIN II system 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 Communications System Installation and Getting Started Guide for the Call Management System comes packaged with the system manual For the CMS supervisor with a fully installed CMS MERLIN II system and a set of completed planning forms this guide is the place to begin It moves rapidly through checklists of planning hardware installation and the operating system that must be installed on the hard disk of either the AT amp T Personal Computer 6300 or AT amp T Personal Computer 6300 WGS Work Group Station that runs the CMS software Then it tells you how to install the CMS progr
132. fter call work state The figure in the totals line under this column should be identical to the ACD Time total in the Daily Split Report The amount of time to the nearest tenth of an hour the agent was logged into a given split and under a given ID performing ACD related work Cumulative Agent Split Summary This report provides summary data on each agent in a given split over a specified period from 2 to 93 consecutive days The start and end date specified will be on the report The column headings in this report are the same as for the daily report the totals under the headings will reflect the cumulative period of time specified Also the Cumulative Agent Split Summary differs from the Daily Agent Split Summary as follows e Days for which no CMS data exists will not be included A separate page at the completion of the report will contain a list of dates for which no CMS data exists e Hours for which a CMS agent did not work will not be included Daily Split Report This report shows data for a particular split on an hourly basis The column headings for the report table are explained below Time The start time of each data collection hour Hours in which no agents were logged into the split are not shown on the report ACD CALLS The average speed of answering for all calls Avg Speed Ans answered by agents in the split during a given hour The ASA is determined by dividing the wait time for all comp
133. g You hear the voice terminal s current ring Touch Select Ring repeatedly until you hear a ringing sound you like 4 To save the selected ringing sound touch Shift again You can determine whether incoming calls ring immediately at a voice terminal or do not ring at all With your MERLIN II system you can also program lines for delayed ringing but this option is not recommended for CMS The following suggestions will help you choose ringing options for line buttons and for Cover buttons for the Transfer to Split and All Ring operation features on an agent s voice terminal All CMS lines on an agent s voice terminal should be programmed for No Ring This feature prevents all the CMS stations from ringing each time 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 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 To set ringing options for a voice terminal 1 For analog voice terminals slide the TIP switch to P For digital voice terminals dial 33 In programming mode both types of voice terminals ring every five seconds to remind you that you are programming and that you cannot
134. g Lines and Line Groups 4 Change Priority Use this function key to assign priority to a line or to change a priority line to a nonpriority line The priority of a line determines its position among the calls waiting to be answered by an agent Priority lines are answered first and are indicated by a in the Priority column of the Administer Lines and Line Groups screen Prompt CHANGE PRIORITY Line ID Action Enter a line ID and press 8 labeled Enter Data 5 Change Line ID Use this function key to rename a line 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 6 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 Prompt CHANGE GROUP ID Group Letter _ New Group ID Action 1 Enter a line group letter A through D 2 Enter a line ID up to 5 letters or numbers 3 Press F8 labeled Enter Data F8 Admin Menu Press this function key to return to the Administration Menu screen Administering Lines and Line Groups 4 27 Setting Options SERVICE LEVEL LIMIT ABANDONED CALL THRESHOLD 4 28 Setting Options After you have used CMS for a few days you wi
135. g your printer Using the System Status Screen The System Status screen shown below summarizes the activity in each line group and agent split It is considered the home screen during call management For an explanation of the data on this screen Oe eres System Status Data Monitoring Call Management 5 15 5 16 Monitoring Call Management or Night Service DAY CMSIIR2 SYSTEM STATUS LINE GROUP INFORMATION Line Lines Split Group Busy Total Main Sec Flow A PUBLIC 0 4 1 3 On B SPECL On C CHART On D CORP Off Bon Voyage Travel 4 04p 06 02 4 0 0 0 1 2 3 SPLIT INFORMATION rA gents Waiting 4 Abandon Intrflow p Calls Handed Serv ACD Avail ACW Out Oth Num Old Num Delay In Out Num AvgTalk ASA Levl 0 0 0 0 0 0 0 0 0 00 Os 0 0 00 Os 0 0 00 Os 0 0 00 Os 0 0 00 Os 0 0 00 Os 0 Split 1 PERS 2 CHART 3 CORP 4 SUPPT F10 Help F Qi F See Vascreen S UK F EME 5 JEINE F BEMA F Somes F Siena F She F Re 1 Wes 2 JA 3 Sete 4 Log 6 JEE So you can tell at a glance if CMS is operating efficiently the System Status screen lists e The status of line groups such as the number of busy lines and the total number of lines in the line group e How splits are assigned to line groups and whether intraflow is active e Status information on each split such as the number of agents on CMS calls and the number of available agents The number of calls waiting for each split Imp
136. ge Callers hear ringing until an agent answers Possible cause Corrective action The voice announcement Make sure the voice announcement unit is unit is not receiving plugged in and turned on power There s a loose cable Make sure all connections are secure on the connection between the cable running between the voice voice announcement announcement unit and the PC unit and the PC WARNING Printer Not Ready Using Prt Sc Key Will Halt CMS Status Indicator Don tPrtSc Effect on Call Management If you use the Prt Sc _ key when this message is displayed CMS stops managing calls Possible cause Corrective action The printer is not Make sure that the printer is plugged in and receiving power turned on and that the Ready light is on There s no paper in the Make sure there s paper in the printer and printer or the paper is the paper isn t jammed jammed Make sure the paper is aligned properly 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 see the message Printer Now Ready on the error line If you do not see this message try the corrective actions again If you still don t see the message reboot the PC and restart CMS Startup Prob
137. ged appears to the left of that configuration number 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 Rename a configuration Choose a startup configuration To use the Configuration List press the function key for the activity you want to perform F1_ Select Config Use this function key to select a shift configuration for call management or to change from one configuration to another Prompt SELECT CONFIGURATION Config _ Action Enter a configuration number 1 though 6 Press F8 labeled Enter Data 5 42 Dynamic Reconfiguration If you are changing from one shift configuration to another calls are handled as follows during the change e If you have made changes during dynamic reconfiguration you are prompted to choose whether you want to save the changes If you do not save the new configuration it will revert to the last saved configuration e Calls currently waiting for agent splits are placed in a temporary queue The time of arrival for each call is saved e All new calls that ring are connected to the delay message and then placed in the
138. gent may choose to use a programmed Manual Signaling button instead By touching the Manual Signaling 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 If you decide that a split needs to be able to receive transferred calls up to six agents in the split can have on their voice terminals a Cover button for a ghost voice terminal that you have associated with the split See on Ghost Voice Terminals earlier in this section When an agent transfers a call to another split it rings at all those voice terminals that have a Cover button for that ghost voice terminal NOTE Agents voice terminals in a split that has All Ring operation already have a Cover button for a ghost voice terminal If a voice terminal already has a Cover button for All Ring operation there is no need to program another for the Transfer to Split feature When you program a Cover button on an agent s voice terminal for the Transfer to Split feature e Program the Cover button for the intercom number of the split s ghost voice terminal See Programming a Voice Terminal in this section e Set the Cover button for immediate ring See in this section e Label the button Cover plus the name of the split such as
139. ght goes off c Press the Form Feed button d Align the paper and press the Ready button Its light goes on 7 16 How to Generate Reports 3 Press the function key for the report s you want to print For example if you press F2_ labeled Split Report the following screen appears Bon Voyage Travel REPT CMSIIR2 10 33a 08 09 PRINT SPLIT REPORT F1 Cancel Report F Print Daily Report F33 Print Cumulative Report by Day F4 Print Cumulative Report by Hour Enter F2 for Daily F3 for Cum by Day F4 for Cum by Hour F10 Help mCancel F DERISA May Cum F Cum Report MeReport Mkyby Day Baby Hour 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 specify the period over which the report is to be generated For example if you press F3 the following screen will appear How to Generate Reports 7 17 Bon Voyage Travel REPT CMSIIR2 10 35a 08 09 PRINT SPLIT REPORTS Fl Cancel Report F2 Print Daily Report F3 Print Cumulative Report by Day F4 Print Cumulative Report by Hour Select Start Date 8 01 88 Select End Date 8 08 88 F EINA FES F A F Sa IEP rompt 5 ERAR 6 BE 8 BEIE Using F5 _
140. gned to it cannot be intraflowed Possible cause Corrective action You have at least one From the Initialization screen line group with a main 1 Press F1 to get the Configuration screen split assigned to it and 2 In the Call Flow area find the line group s intraflow turned on but with intraflow turned on but no secondary the line group has no split assigned secondary split assigned 3 Following the instructions in Dynamic to it in Section 5 either turn intraflow off or assign a secondary split to the line group Startup Problems 9 7 9 8 Startup Problems WARNING Only x Day s Space Left for Storing History Data Status Indicator LoStorage Possible cause Corrective action There s room on the Exit to MS DOS and delete at least one day s hard disk for x days of data files If you want to save your files see historical data This message appears when there is room for less than ten days data WARNING Out of Disk Space on Drive C NO Storage of History Data Status Indicator NoStorage Possible cause Corrective action There s no room on the Exit to MS DOS and delete at least one day s hard disk for new data data files If you want to save your files see Section 8 Archiving Data WARNING Message Unit Out of Service Check Power and Cables Status Indicator MSG Effect on Call Management CMS cannot connect calls to the delay messa
141. group 7 6 10 Programming a Voice Terminal Announcing Availability for CMS Calls During call management agents assigned to splits in an active configuration can place themselves in one of the following work states e Available state When an agent is available for CMS calls the light next to the Available button must be on After call work ACW State When an agent is finishing paperwork associated with a previous CMS call the light next to ACW must be on Logged out state If agents are not available for CMS calls and not doing after call work they can place themselves in the logged out state Agents are placed in the logged out state by CMS when the system starts up when you as the supervisor select a new configuration or when you move an agent or add him or her to a configuration Agents can also be placed in the logged out state when they have been in after call work state for a period of time that exceeds an administered threshold 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 After call work OFF For more information about the availability feature and the logged out state see Making Agents Available for CMS Calls in Section 5 THE AVAILABLE AND Each agent must have on his or her voice terminal bot
142. h an Available button ACW BUTTONS and an after call oork button These two features must be programmed on individual buttons with lights Label these two buttons Available and ACW For programming directions see Programming a Voice Terminal in this section The programming codes for these two work state features are 301 for Available 302 for ACW You do not need a button for the logged out state NOTE Since the Available and ACW button lights can be activated even if the agent is not part of an active shift configuration agents cannot depend on these button lights to know if they are in an active configuration Announcing Availability for CMS Calls 6 11 ANNOUNCING AVAILABILITY ANNOUNCING UNAVAILABILITY AUTOMATIC ACW When call management begins all agents are automatically placed in the logged out state The agent must indicate when he or she is available for CMS calls by turning on the light next to Available In order to do this the agent can 1 Touch Available The light next to Available goes on An agent uses this procedure whenever the light next to Available is off and he or she is available for CMS calls NOTE If agents need to do paperwork associated with the current CMS call they must turn on the light next to ACW before hanging up If they hang up while the light next to Available is on they are available for another CMS call There are two ways that agents can announce that they are unavailable
143. hard disk the connections between CMS and the MERLIN II system control unit or the connections between CMS and the voice announcement unit and or printer For information on resolving problems see Troubleshooting Current CMS mode CMS appears when the system is first started DAY or NIGHT indicates calls are being managed using Day Service or Night Service mode explained later in this manual ADMIN indicates CMS is being used for administration instead of call management REPT appears when you use the Print Reports screen e CMS Release number for example CMSITR2 e Time and date 2 Information area This area contains screen names menus or status information for a particular screen Using Your PC with CMS 3 9 3 Error line Three types of messages can appear in the error line 5 e Error messages indicate you made an invalid entry such as entering a number in a field where only letters are valid Exception messages indicate that one of the exception thresholds you have set has been reached and an unusual or undesirable situation may be occurring e System messages indicate that part of CMS is malfunctioning for instance the voice announcement unit is not working In many cases the PC beeps when a message appears in the error line Exception messages and system messages remain on the screen until another message overwrites them or until you move to another screen Error messages remain on the screen
144. hat 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 However the leftmost column head for this report is Day The dates are listed consecutively in the leftmost column Each data line matches exactly the 24 hour summary line that would appear at the bottom of the Daily Split Report for the date specified in the leftmost column The information for ACD and other calls as well as additional data will reflect the entire consecutive period specified Hours in which CMS was in Night Service for the entire duration are not included in the summaries Types of CMS Reports 7 7 CUMULATIVE SPLIT REPORT BY HOUR 7 8 Types of CMS Reports A typical Cumulative Split Report By Day appears below Bon Voyage Travel CUMULATIVE SPLIT REPORT BY DAY SPLIT 2 CHART Period 06 10 88 06 13 88 ACD CALLS OTHER CALLS Avg Num Num Avg Avg Num Num Avg Avg Speed Calls ACD Flow Flow Talk After Xfr Other Talk Num ACD Ser Day Ans Aband Calls In Out Time Call Calls Calls Other Pos Time Levl 06 10 36s 7 02 18 81 1 27 0 9 27 51 06 11 11s 1 19 9 1 356 20 65 100 06 13 17s 12 0 59 9 5 4 01 3 0 55 85 21 3s 20 257 3 06 36 87 266 19 27 51 Note 1 Call statistics are counted in the hour and day in which they complete CALL MANAGEMENT SYSTEM FOR MERLIN r II CS Date Printed 06 10 88 Time Printed 6 13p A Cumulative Split Report Report By Hour is a
145. he Auto ACW state for the number of seconds specified for that agent s line group If the value is changed while agents are in the Auto ACW state the old value remains in effect for those current calls The new value takes effect on agents entering Auto ACW after the value was changed Example pressing 2 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 pam gent mAgent Num Answer Force Auto Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS 16 TOM 3 CORP 37 IKE A PUBLIC 4 45s On 5s 17 CLIFF 39 TINA B SPECL 3 5s On 10s 19 ERNIE 40 DIANA C CHART 6 5s Off 5s 21 DEB 4 SUPPT 42 RON D CORP 2 5s On 5s 23 BOB 43 NANCY 24 SHERM 5 25 WALT 6 CALL FLOW 2 CHART BEN Flow All 28 SAM r Splits Intra Spl Thresh Ring 29 NORM Grp Main Sec Flow 1 10s Off 31 DI 1 3 On 2 5s Off 32 CARLA J 3 On 3 Off 33 BJ 2 4 On 4 Off 3 5 6 35 MAX Off Off Configuration 1 DAILY changed 10 Help F EAE F LA F ARIE ge F ovale 1 BEER 2 DJEMA 3 Lea 7 XAA Dynamic Reconfiguration 5 37 To change Auto ACW for any line group press F3 labeled Auto ACW and the following screen with the Auto ACW prompt appears Bon Voyage Travel DA
146. he system administrator Then go to the procedure below that pertains to your system NOTE If your system has Automatic Route Selection ARS go to Pooled System Dial Access 9 22 Managing Calls if CMS is Disabled Square System Every agent s voice terminal has a separate line button for each CMS line the agent s split answers Agents can tell from the lights next to the line buttons which lines are ringing in use or on hold They should be able to manage the calls coming into their splits themselves To manage calls do the following e Have the agents program the line buttons for CMS lines on their voice terminals for immediate ring See the information on line ringing options under the heading Using MERLIN II System Features with CMS in Section 6 of this manual Now all calls coming in to the split will ring at every agent s voice terminal Any available agent in the split can answer an incommg call e When incoming call traffic becomes too heavy for agents to manage efficiently you the attendant can answer backlogged calls ask the callers to wait and place the calls on hold e Agents can tell from the lights next to the line buttons which calls you have put on hold As agents become available they can answer the held calls You should suggest that agents not put calls on hold Agents will then know that held calls were put on hold by you the attendant and not by another agent in the split
147. he NEW STATUS field then press F8 to enter the data The agent s work state under the Status column will change from its previous status to the new status The supervisor can change an agent s work state at any time in an active split Monitoring Call Management 5 19 5 20 Monitoring Call Management Error messages are displayed if an agent is already in the status entered or if an ID is entered for an agent that is not in the split or if either of the prompt fields is left blank If an ACD call is in progress when the supervisor initiates the change the new status takes effect upon completion of the call and a message to that effect is displayed NOTE This feature is not in effect when CMS is in Night Service When in Night Service CMS does not display the F1 function key in the Split Status screen F3 Next Page Previous Page Press this function key to toggle between the pages of the SPLIT STATUS INFORMATION screen when there are more than 14 agents in a split If you are on the first page of the screen Next Page is presented at the bottom of the screen If you are on the second page of the screen Previous Page is 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 functio
148. he agent totals if agents have been moved between splits within an hour CALL MANAGEMENT SYSTEM FOR MERLIN r II CS Date Printed 06 10 88 Time Printed 6 09p The following list corresponds to the report above Types of CMS Reports 7 3 DAILY ACD CALLS OTHER DAILY CALLS ADDITIONAL DATA 7 4 Types of CMS Reports e Num ACD Calls The number of calls each agent handled while logged into that split The number includes intraflowed calls and excludes abandoned calls The number on the summary line is the total number of ACD calls handled by all agents in the split Avg Talk Time The average amount of time an agent spent on each ACD call Average talk time includes intraflowed calls arid excludes abandoned calls In the summary line the average talk time is the average time per call not per agent Avg After Call The average amount of time each agent spent in the after call work state ACW To calculate this average the cumulative amount of time the agent spent in the after call work state is divided by the number of ACD calls answered by that agent If no calls were handled the average ACW time is set equal to the cumulative ACW time In the summary line the average after call value is the average ACW time per call not per agent Avg Work Time 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 e Num Xfr Calls The number o
149. he cable from the CU 1 jack 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 card is not faulty Switch the cables back to their original jacks on the CMS card so that CU 1 works and CMS can resume managing calls Then restart CMS and try to isolate the problem further If none of the above actions corrects the problem contact your equipment supplier for assistance Startup Problems 9 5 9 6 Startup Problems WARNING NO Main Split Assigned to One or More Line Groups Effect on Call Management Calls coming in on lines with no main splits assigned to them go unanswered Possible cause Corrective action You have not finished assigning agent splits to line groups From the Initialization screen 1 Press F1 to get the Configuration screen 2 In the Call Flow area find the line group s A D with no main split assigned 3 Assign main splits as needed according to the instructions in Section 5 WARNING One or More Line Groups has No Lines Effect on Call Management Calls cannot come into a line group with no lines Possible cause Corrective action You have at least one agent split assigned to at least one empty line group From the Initialization screen 1 Press F1 to get the Configuration screen 2 In the Call Flow area find the line gro
150. he new status goes into effect Transfer to A feature that allows an agent to transfer calls to Split 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 using the MERLIN II system Cover button feature Transfer Return The number of times a transferred call rings before Interval returning to the voice terminal from which it was transferred CMS Terms G 7 CMS Status Screens The System Status Split Status and Line Status screens provide data that is continuously updated to help you monitor your CMS system The following terms are used to distinguish between different types of calls e Serviced vs abandoned These terms distinguish between incoming calls that were or were not handled by an agent Serviced calls come into CMS and are connected to an agent for a longer time than the abandoned call threshold Abandoned calls come into CMS but are not handled by an agent either the call was disconnected before being transferred to an agent or the talk time was less than the abandoned call threshold e Completed vs not completed These terms describe the status of a call on a CMS line at a particular time When the terms are used to describe CMS calls completed calls are those that have been serviced by agents and then disconnected Calls not completed are those that either were abandoned or are current
151. he status of up to 56 lines All lines and intercom numbers are assigned to buttons on the console automatically when the system is activated for the first time The display provides information that helps you handle calls and program your voice terminal more easily You can also use the display to set an alarm time calls and check the time day and date The requirements for setting up your MERLIN II system display console are as follows e The console must be plugged in to one of the attendant jacks on the MERLIN II system control unit 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 e Your console also needs buttons for lines and the Auto Intercom feature If you need information on using the line buttons and the Auto Intercom feature see the procedures described in Section 6 Handling CMS Calls e You may also want to use the Group Page feature Use a Voice Terminal Configuration Form to help you keep a record of your decisions for your voice terminal See the MERLIN II Ccmmunications System Planning Guide for the Call Management System for instructions on how to fill out the forms On your console you need the following kinds of line buttons e One button for each line not line group assigned
152. heading Administering Lines and Line Groups in Section 4 of this manual to finish administering line groups Make sure you have completed at least one shift configuration as described in Shift Configurations Restart CMS 9 2 Startup Problems ERROR No Configuration Found ADMINISTER System 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 Corrective action You omitted one or 1 In sequence press F8_ F4 and F1 to more steps when you get the Stored Shift Configurations screen built your shift 2 Build at least one shift configuration according to the instructions in or Editing Shift Configurations in Section 4 3 Restart CMS configurations 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 Corrective action The CMS card is Press F8_ twice to exit to MS DOS installed incorrectly 2 Turn off and disconnect the PC 3 Make sure the CMS card is installed as described in the Installation and Getting Started Guide for the Call Management System 4 Reconnect and turn on the PC 5 Restart CMS m The C
153. hift 3 lessee M PRS TUV Wx 7 8 9 Disconnect Hold oO wo SS oO Xa oo 0 yo Jo gules ex esf aa ee aT A Shift 2 The Attendant Console 5 7 Startup Procedures To activate CMS follow these steps 1 Turn on your PC If you use an AUTOEXEC BAT file to automatically start the CMS program the CMS Menu appears Go to step 4 For informatiom on creating an AUTOEXEC BAT file refer to Starting up the CMS Program in Section 3 2 When the C gt prompt appears type cd cms and press 3 When C gt prompt appears again type cms and press _ This starts the CMS program The CMS Main Menu below appears Bon Voyage Travel CMS CMSIIR2 2 03p 06 27 CALL MANAGEMENT SYSTEM FOR THE MERLIN r 1 c 1986 1987 1988 by MAIN MENU F1 Start Call Management F4 Administer CMS Agents Lines Configurations Print Reports Exit to DOS F10 Help F aan F Nelastiam F iais F EAE 1 Eis 4 BSUS 5 GNS feto Dos 4 Press F1 labeled Start Call Mgt to begin call management If you have not preselected a shift configuration the Initialization screen below appears with a list of configurations and a prompt 5 8 Startup Procedures Bon Voyage Travel DAY CMSIIR2 3 46p 06 02 INITIALIZATION IN PROGRESS SELECT CONFIGURATION STORED SHIFT CONFIGURATIONS DAILY WEEKEND NIGHT EVENING UNUSED 6 UNUSED OF WN FH SELECT CONFIGURATION
154. ice mode where CMS answers calls connects them to a delay message and disconnects the calls e Day to Day Operation of CMS An Example Describes how the administrator at Bon Voyage Travel a hypothetical business interacts with CMS on a typical day You may want to read this brief part first to become more familiar with the types of activities involved in using CMS shows the screens you use to monitor call management and perform dynamic reconfiguration Overview 5 1 FIGURE 5 1 Map of the screens for call management CMS MAIN MENU START CALL MANAGEMENT ADMINISTRATION MENU SELECT AND INITIALIZE QNE CONFIGURATION REPORT MENU PLIT DAILY RY LATIVE LATIVE BY DAY LATIVE BY HOUR LATIVE BY DAY LATIVE BY HOUR LATIVE BY DAY LATIVE BY HOUR X Eck EEk Gee Z PRINT REPORTS C CONFIG LIST CALL FL OW SPLITS OW ON OFF H THRESH A RIN ON OFF EVENTS LOG SAVE CONFIG NOTE 1 RV LEVEL ABANDON THRESH ALARM ON OFF DELAY MSG LENGTH BUSINESS NAME i E EXPECTATIONS EXCEPTIONS D Q U D EXCEPTIONS N ALERTS Additional Call Management screens and function keys are provided to allow for easy navigation between configuration and system status displays as well as easy access to the Events Log NOTE 2 After initialization is complete and another
155. ies appear as uppercase even if you typed lowercase letters e Some field entries can be numbers or special characters In some fields such as the Business Name you indicate spaces with an underscore Press F8 labeled Enter Data or 1_ when you finish typing your response This tells the PC to process the data you have entered The cursor can be in any field when you press F8_ or The instructions in this manual usually tell you to press F8 _ after your last entry in a prompt You may press either F8_ or 1 however EDITING DATA USING THE HELP SCREENS To To To To Your PC beeps and an error message appears if you skip a required field in a prompt and press 8 or l Important To cancel any prompt press F1 labeled Cancel Prompt or DELETE Any data you entered in the prompt fields is ignored the prompt disappears and the function key labels change from editing labels to the labels for the particular CMS screen change a character in a field Move the cursor to the incorrect character and simply type another character over it add characters at the end of an entry Press gt after the last character and type additional characters insert characters in an 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
156. ilable at any time during the answer delay interval or during the delay message the call is immediately transferred to the agent e If no agent has become available and the delay message is finished CMS puts the call on hold If your MERLIN II system has Music on Hold the caller hears music e As soon as an agent is available CMS transfers the longest waiting call to the agent If the call has waited a certain amount of time the intraflow threshold 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 With force delay active all calls are connected to the delay message whether or not there are available agents and callers are forced to hear the entire message before being connected to an agent Calls coming in on lines that have been designated priority are answered before any other waiting calls More information about each of these aspects of CMS is included in the relevant sections of this manual Additional CMS terms are included in the Glossary A Typical CMS Application The following example shows how Bon Voyage Travel Agency a hypothetical business uses CMS CMS AND BON VOYAGE
157. ime gt xxx sec O After Call Work gt xxx min O Agent Logout ACW gt xxx min O Refused Call Of SPLITS Abandon Calls gt xx O Calls Waiting gt xx O Oldest Call Wait gt xxx sec O O Avg Speed Answer gt xxx sec INE GROUPS All Lines Busy gt xxx sec Line Hold Time gt xx min Line Hold Time lt xx sec ALERTS Alert Line Button Numbers F10 Help F EDGES F aeICERIMEE F pteltom masts Admin 1 EREA 2 Wb aTeaeiee 3 VEESI IAN 8 ELTE Selecting Exceptions 4 43 ADMINISTER A LINE GROUP EXCEPTION 4 44 Selecting Exceptions To administer a line group exception follow these steps 1 Press the function key for that exception and refer to the description and instructions that follow this list The exception message that appears when each exception threshold is exceeded is also listed A typical example is Group B All Lines Busy gt XXX seconds If you need more detailed instructions on administering exceptions see the information in Administer Exceptions under the heading Instructions for Selecting Exceptions earlier in this section 2 Press a function key to administer another group exception or press _F8 to return to the Administration Menu F1_ Lines Busy All Lines Busy The all lines busy exception refers to the number of seconds all lines in a line group are busy If you turn on this exception CMS notifies you when the length of time all lines are busy
158. in this state is not included in report statistics It is also possible for agents to log themselves out Agents are considered to be in the logged out state when the lights next to Available and ACW are off e Available state An agent is available for CMS calls when the light next to the Available button on the agent s voice terminal is on e after call work ACW state When an agent is completing work related to CMS such as filling out forms for a previous CMS call the light next to the ACW button on the agent s voice terminal must be on As the 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 upon completion of a call and stays in that state until the time administered for the auto ACW state has passed 1 999 seconds When the specified time has passed the agent is automatically available to receive the next incoming call for that line group As the CMS administrator you must determine the length of time for the Auto ACW state NOTE While CMS is in the Night Service mode any agents on duty are in the Night state Time spent in this state is not counted as time logged in for reporti
159. ing calls should be programmed for No Ring e Immediate Ring Cover buttons for the Transfer to Split or All Ring operation feature should be programmed for Immediate Ring e Other Private lines or lines not assigned to CMS can be programmed as needed The agent split assigned to answer calls on a particular line group if the agents in the main split are overloaded After a preset number of seconds calls that haven t been answered are intraflowed routed automatically to available agents in the secondary split The percentage of calls that go from initial ringing to answered within a specified length of time called the service level limit A performance goal for answering incoming calls expressed in terms of the number of seconds it should take for an incoming call to be answered by an agent A CMS call that has been connected to an agent for longer than the abandoned call threshold Shift An arrangement of CMS line groups and agent Configuration splits that when activated determines how CMS calls are routed to agents CMS allows you to define as many as six different shift Configurations Split Agent See Supervisory A feature that allows a supervisor to change an Login Logout agent s work status Available ACW Logged out from the CMS PC via the Split Status screen 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 t
160. ions under the heading Designate Attendant Positions in Step 3 Perform Basic Administration in Section 4 of the MERLIN II Communications System with Feature Module 2 Installation and Administration Manual The CU 1 jack on the If none of the above actions correct the CMS card is faulty problem contact your equipment supplier for assistance Call Management Problems 9 11 9 12 Call Management Problems ERROR CMS Card Faulty or Not Found CMS Cannot Manage Calls Status Indicator CU 1 flashing and CU 2 on steady Audible Signal A single short beep from the PC 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 problem occurs data collection stops Data on completed calls are saved if the problem is corrected within the same hour in which CMS became disabled Data on calls in progress when CMS became disabled are lost When the problem is corrected data collection resumes Possible cause Corrective action The CMS card has 1 Exit to MS DOS and turn off and become loose disconnect the PC 2 Make 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 The CMS card is faulty If the same message appears on the screen when
161. is reduces your expenses for toll lines e You may want to increase the answer 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 the bottom of the screen Refer to the following example Bon Voyage Travel DAY CMSIIR2 3 56p 06 02 AGENT SPLITS LINE GROUP OPTIONS mA sent 4 mA gent 4 Num Answer Force Auto Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS TOM 3 CORP 37 IKE 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 DEB 4 SUPPT 42 RON D CORP 2 5s On 5s 23 BOB 43 NANCY 24 SHERM 5 25 WALT 6 2 CHART BEN Flow All 28 SAM r Splis hta Spl Thresh Ring 29 NORM Grp Main Sec Flow 1 Off 31 DI A 1 3 On 2 32 CARLA 3 On 3 4 5 6 B 1 33 BJ C 2 4 On 35 MAX D 3 Configuration 1 DAILY mAnswer Murorce MemAuto 1 BER 2 SEA OS ENG To change answer delay for any line group press F1 labeled Answer Delay and the following screen with the answer delay prompt appears Bon Voyage Travel DAY CMSIIR2 3 57p 06 02 AGENT SPLITS LINE GROUP OPTIONS r Agent m Aset Num Answer Force Auto
162. it during peak calling hours The number of agents available for CMS calls in Bon Voyage Travel s fourth split the Support split varies according to the incoming call traffic The employees who staff this split have primary responsibilities that do not involve CMS such as bookkeeping advertising and trip packaging But since these people have some experience as travel agents they are often asked to back up the Personal Travel split when call traffic is heavy on the lines in the Public line group That is the Support split becomes a secondary split covering the Public line group People assigned to the Support split are often away from their desks so calls coming into the Support split on the Public lines ring at all phones in the split Then the Support person who is free to answer the call can pick up the nearest voice terminal This feature called All Ring operation is explained in more detail later in this guide and in the CMS System Manual All of Bon Voyage Travel s phones and outside telephone lines are part of the agency s MERLIN II Communications System but some phones and outside lines are not assigned to the Call Management System They operate outside of CMS Agents and nonagents use lines not assigned to CMS for all outgoing calls and nonrevenue producing incoming calls Because this guide focuses on planning CMS it refers to the components of Bon Voyage Travel s MERLIN II system that are not assigned t
163. itor the lights next to the Auto Intercom buttons on your voice terminal and transfer the held calls to agents as they become available Agents in a pooled system cannot pick up held calls directly Pooled System Dial Access With dial access to line pools agents have only the two main pool buttons on their voice terminals They do not have individual line pool buttons for each of the CMS line groups they answer They therefore cannot answer CMS calls Managing Calls if CMS is Disabled 9 23 directly You the attendant must answer all CMS calls and transfer them to available agents This requires that you monitor the lights on your voice terminal very closely To manage calls do the following e Have the agents leave their voice terminals set to No Ring e Answer all incoming calls and transfer them to available agents e If no agent is available ask the caller to wait and place the call on hold e 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 24 Managing Calls if CMS is Disabled Overview This section contains the following quick reference guides Quick Reference Guide to Your PC Keyboard Quick Reference Guide to Entering and Editing Data le Quick Reference Guide to Dynamic Reconfiguration e Map of Screens f
164. l Abandon Calls gt xx Off Calls Waiting gt xx Off 3 1 Oldest Call Wait gt xxx sec Off 10s 2 a ae Avg Speed Answer gt xxx sec Off 10s 3 afa LINE GROUPS All Lines Busy gt xxx sec Off 58 4 Line Hold Time gt xx min Off Line Hold Time lt xx sec Off ALERTS Alert Line Button Numbers 1 29 2 30 3 31 4 32 F10 Help F EELS oF OMI F aG F SES Yo F EVA 1 ey 2 3 ogout Call 8 SOE ADMINISTER AGENT To administer an agent exception follow these steps EXCEPTIONS 1 Press the function key for that exception and refer to the description and instructions that follow this list The exception message that appears when an exception threshold is reached or exceeded is also listed An example is Split X Agent XXXXX Talk Time gt XXX sec 2 Press a function key to administer another agent exception or press F8 labeled Admin Exceptns to return to the Administer Exceptions screen when you are finished 4 38 Selecting Exceptions F1 Talk Time Talk time is the number of seconds an agent is connected to a call If you turn on this exception CMS notifies you when an agent s talk time meets or exceeds the threshold set for that split Prompt TALK TIME seconds ON OFF Split 1 2 37 4 5 6 Action 1 Type on or off Press F6 labeled Next Field to keep the current va
165. l 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 agent If you change a split from All Ring operation to normal operation remove the ghost agent and add the real agents to the split For more information on All Ring operation see All Ring Operation in Section 6 Handling CMS Calls Prompt CHANGE ALL RING OPERATION Split _ Action Enter a split number 1 through 6 Press F8 labeled Enter Data LE7 Config Screen Press this function key to return to the Configuration screen Dynamic Reconfiguration 5 41 Using the Stored Shift Configurations Screen The Stored Shift Configurations screen shown below is very similar during call management and administration Bon Voyage Travel DAY CMSIIR2 4 25p 06 02 STORED SHIFT CONFIGURATIONS 1 DAY 3 14AGTS 4 14 amp 14 5 UNUSED 6 UNUSED F10 Hel F Seren F SERAS F EEE F LEL F olkie F 1 aike 2 Solaire 3 SML 4 Selasre 7 JAGGE 8 The shift configuration currently in use for call management is shown in reverse video If you made any changes to the configuration but have not yet saved them the word chan
166. l on a CMS line that is answered by an agent serviced and disconnected See Shift Configuration One of two optional settings for a MERLIN II system with pooled lines that determine how users access line pools With Dial Access users press a Pool Access button then dial a code to access a particular line pool The alternative arrangement is Button Access to Line Pools The process of making changes to the CMS configuration currently being used to manage calls CMS Terms G 3 Exception Exception Threshold Exception Alert External Exception Alert Force Delay Initial Setting Intraflow Intraflow Threshold G 4 CMS Terms An indication that a particular performance threshold for an agent split or line group has been reached or exceeded and an unusual or undesirable situation may be occurring Exception messages appear on the administrator s PC screen The point at which the administrator is to be notified that an exception has occurred that is a time limit a certain number of calls on hold or other type of threshold has been met or exceeded and the administrator must make some adjustments to bring the exceptions below the set thresholds A signal either a beep from the supervisor s PC or a light from an external alert to notify the CMS supervisor that an exception threshold has been met or exceeded A wall mountable incandescent lamp that lights up and remains lit while the condition
167. ld definition of ACW administering Administration starting Administrator supervisor responsibilities 5 3 lt lt After call work state Agent Directory screen using 4 21 H4 23 _ lt Agent Exceptions selecting 4 38 4 40 administer Agent IDs assigning 4 21 4 23 O Agent Login Logout Agent split summar Z e e cumulative daily Agent splits Agent work states 5 12 Agents Agents available for CMS calls 5 12 5 14 Alert Exceptions assigning 4 33 4 37 Oe All Ring operation 6 8 o o administration of 4 16 4 18 _ f Answer delay administering changing changing example of 5 32 Archiving data generating historical reports restoring data collection conditions 8 4 transferring data onto diskettes 8 1 18 2 lt Assigning alerts conditions 4 35 Attendant Console Auto Intercom buttons line buttons 5 4 Audible alarm definition of 4 29 sss Auto ACW 2 2 S O Auto Intercom buttons need for 6 6 6 7 67 o peepi Automatic after call work administering Automatic after call work state Automatic call distributor 2 2 T Available state 2 2 5 12 5 13 0 B Basic programming instructions 6 9 Build or edit a shift configuration procedure 4 7 lt lt C Call management CMS disabled managing calls anen starting automatically 3 6 a e startup procedures 5 8 Dt CM
168. lems 9 9 Call Management Problems 9 10 Call Management Problems The information on the following pages identifies and suggests corrective action for problems that may occur while CMS is managing calls Scan the pages to locate the error message or problem description that identifies your problem Then take the recommended corrective action IMPORTANT All the problems identified here bring call management to a halt Until you correct the problem CMS cannot manage calls In most cases CMS resumes managing calls as soon as the problem is corrected Meanwhile you have to manage incoming calls on CMS Managing Calls if CMS is lines according to the instructions in Disabled at the end of this section of the manual ERROR CU 1 Faulty or Disconnected CMS Cannot Manage Calls Status Indicator CU 1 flashing Audible Signal A single short beep from the PC and a longer beep from the 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 Possible cause There s a loose cable connection between the CU 1 jack and the MERLIN II system control unit
169. leted calls in the split initial ringing plus CMS hold time plus transfer ringing by the number of completed calls ACD CALLS The number of ACD calls which were Num Calls disconnected before reaching the abandoned call Aband threshold determined by the administrator ACD CALLS The total number of completed calls to agents Num ACD during a given hour Calls still in progress at the Calls end of the hour are included in the next hour s data The Num ACD Calls should be identical to that shown in the Daily Agent Split Summary ACD CALLS The total number of completed calls intraflowed Flow In from another split into this split during a given hour Intraflowed calls still in progress at the end of the hour are included in the next hour s data CMS Reports G 17 G 18 CMS Reports ACD CALLS Flow Out ACD CALLS Avg Talk Time ACD CALLS Avg After Call ACD CALLS Num Xfr Calls OTHER CALLS Num Other Calls OTHER CALLS Avg Talk Other Avg Num Pos The total number of completed calls intraflowed out of this split and answered by agents in another split during a given hour The average amount of time in minutes and seconds agents in the split spent on an ACD call The average includes time a call may have been placed on hold by an agent Calls still in progress at the end of the hour are included in the next hour s data The figure in the totals line under this column should be identical to the Avg Talk Time
170. leted these activities refer to and return to this section after you build your shift configuration s Supervising CMS describes the task of setting up your attendant console and the following activities involved in the day to day operation of CMS The Administrator Supervisor s Responsibilities Lists the primary CMS activities of the administrator or shift supervisor e The Attendant Console Describes the three available consoles and what lines and features you should assign to the voice terminal buttons Startup Procedures Describes turning on your PC and starting data collection and call management e Making Agents Available for CMS Calls Describes how agents make themselves available for CMS 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 intraflow This part also describes saving your dynamic reconfiguration changes if you want and selecting a different configuration for call management Selecting Day or Night Service Describes changing CMS from Day Service mode where a shift configuration is in use and CMS routes calls to agents to Night Serv
171. list of agents on the Agent Directory screen Later on you assign these agents to splits teams of agents that answer calls that come in on lines assigned to line groups Each CMS agent needs a unique ID of up to 5 characters You use this ID when you add move or remove an agent Agents are also identified by ID in exception messages You can assign up to 60 agent IDs Up to 28 agents can be active in a single shift configuration Pressing F2 _ labeled Agent Directry from the Administration Menu screen selects the Agent Directory screen shown below It lists all CMS agents alphabetical y by last name Use this screen to add agents remove agents or edit agent information Bon Voyage Travel ADMIN CMSI IR2 10 54a 06 13 Last Name First ID Last Name First ID Anders Harry HARRY Middon Beth BETH Bakerson Tom TOM 0 Rourke Walter WALT Chanleys Diane DI Pantilly Ernie ERNIE Chapman Charlie CHUCK Patrick Bob BOB Claren Clifford CLIFF Peters Norman NORM Clover Ward WARD Piers Benjamin BEN Easttree Clive CLINT Price Sherman SHERM Fielding Sally SALLY Reynolds Nancy NANCY Fielding William BILL Rice Ronald RON Hall Benny BENNY Rice Diana DIANA Honelly BillyJoe BJ Turner Carla CARLA Kiley Gene GENE Turton Ike IKE Kloner Maxwell MAX Turton Tina TINA Mailer Sam SAM Weiss Debra DEB F10 Hel F GCE Fima F EUL F Siei F mA gent 2 As 3 MVLE ai 7 JALE 8 To use the Agent Directory screen e Press the function key for the a
172. ll Management If you use the Prt Sc_ key when this message is displayed CMS stops managing calls Effect on Data Collection If CMS stops managing calls all data collection stops but it resumes normally when the problem is corrected Data are saved for the portion of the hour that CMS was managing calls Possible cause Corrective action The printer is not Make sure that the printer is plugged in and receiving power turned on and that the Ready light is cm There s no paper in the 1 Make sure there s paper in 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 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 the PC and restart CMS Printer Problems 9 17 9 18 Printer Problems Printer Not Ready When Printer Ready Select a Labeled Function Key Status Indicator Don tPrtSc Effect on Call Management Same as for previous problem Effect on Data Collection Same as for previous problem Possible cause Corrective action
173. ll have enough information to set several system options Initial settings are in effect for these options until you define new values The options are Service Level Limit e Abandoned Call Threshold e Adible Alarm e Delay Message Length e Business Name NOTE You may want to enter new values for the delay message length and the business name right away The service level is a measure of how quickly your customers calls are answered The service level is the percentage of calls that were connected to agents within a specified number of seconds called the service level limit For instance during a particular hour your agents may answer 90 of the CMS calls within 20 seconds The initial value for the service level limit is 20 seconds Since the length of time between the beginning of one ring and the beginning of the next is about 5 seconds 20 seconds equals about four rings The service level is displayed on the System Status screen and is continually updated while CMS is managing calls If the service level drops below an acceptable level it may indicate the need to activate intraflow or to 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 Y
174. lls The figure in the totals line under this column is the total hold time for other calls for the day All Lines The percentage of time in a given hour that all Busy lines in the line group were simultaneously busy The three data collection hours with the largest ACD Calls Total Hold Time values appear in descending order under the totals line CMS Reports G 21 Cumulative Line Group Report by day or hour G 22 CMS Reports This report provides hour by hour data on a line group over a specified period from 2 to 93 consecutive days Statistics can be generated for a Cumulative Line Group Report to reflect cumulative days or cumulative hours for each hour that CMS is in either Day or Night Service 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 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 e 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 column of the report e Days for which no CMS data exists will not be included A separate page at the completion of the report will contain a list of dates for which no CMS data exists Index A Abandoned call thresho
175. lowing 1 From the Configuration screen press F2_ labeled Line Groups A box appears around the Line Group Options portion of the screen and the Line Group Options function keys are displayed 2 Press F1 labeled Answer Delay and the editing function keys appear with this prompt ANSWER DELAY Group Letter _ How Many Seconds 3 Enter a group letter A D 4 12 Building or Editing Shift Configurations FORCE DELAY AUTOMATIC AFTER CALL WORK ACW 4 Enter a number from 0 through 99 for the number of seconds a call is to be delayed for that group The initial setting is five seconds the approximate time from the beginning of one ring to the beginning of the next 5 Press F8 labeled Enter Data The Configuration will reappear and the answer delay for the specified line group will be updated The force delay option controls the transfer of calls to and from the voice announcement unit If force delay is on calls that arrive for a group will not be transferred to an agent until callers have heard the entire message even if an agent is free If it is off they will be transferred to an agent as soon as one becomes available If answer delay is set to zero and force delay is on all incoming calls will connect directly to the voice announcement This means that calls may be waiting to hear the delay message even when agents are available To administer Force Delay do the following 1 From the
176. lue 2 Enter the number of seconds 1 through 999 for the maximum talk time for each split To leave the exception turned off for a split enter a hyphen 3 Press 8 labeled Enter Data after the last field Exception Split X Agent XXXXX Talk Time gt XXX sec F2 ACW After Call Work The after call work state refers to the time agents make themselves temporarily unavailable for calls If you turn on this exception CMS notifies you when an agent has been in the ACW state as long as or longer than the threshold set for that split 3 2 Prompt ACW minutes ON OFF 4 5 6 Split 1 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 Agent XXXXX After Call Work gt XXX min 3 Agent Logout If you turn on this exception CMS puts agents in the logged out state when they have remained in ACW state for the specified threshold Prompt AGENT OUT 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
177. ly in progress ringing on hold or connected to agents When these terms are used to describe other other than CMS calls a completed call is any call that has been disconnected and a not completed call is one that has not yet been disconnected Many CMS statistics are based on 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 e ACD vs Other These terms distinguish between the types of incoming and outgoing calls on the MERLIN II system ACD Incoming calls to CMS lines which are answered by the CMS and transferred to an available agent are considered ACD automatic call distributor calls Other Other calls are all outbound calls even if made on CMS lines and all other non ACD incoming calls intercom calls non CMS outside line calls and calls transferred to an agent by another person System Status Screen This section explains the terms used to identify different types of information on the System Status screen NOTE If an agent answers an ACD call and then transfers it to another agent or to a nonagent the statistics for that call are not included in the dat
178. m This involves modifying the configuration that is currently managing calls For more information see later in this section E8 System Menu Use this function key to get to the System Menu for performing dynamic reconfiguration review system status generate reports and exit call management Once all calls are completed the historical data are written to the disk and the CMS Menu screen appears From the CMS Menu you can choose to administer CMS print reports exit to MS DOS or start call management again Monitoring Call Management 5 17 Key to System Status Data LINE GROUP INFORMATION SPLIT INFORMATION 5 18 Monitoring Call Management DAY CMSIIR2 06 02 SYSTEM STATUS Line r Lines i Splits 4 Group Busy Total Main Sec Flow A PUBLIC 0 4 1 3 On B SPECL 3 On C CHART On D CORP Off Bon Voyage Travel 4 04p 6 3 4 2 0 1 0 2 0 3 SPLIT INFORMATION cao A gentss Waitng4 AbandonlIntrflow alls Handled Serv ACD Avail ACW Out Oth Num Old Num Delay In Out Num AvgTalk ASA Levl 0 0 ts 0 0 0 00 Os o 0 00 0s b D 0 00 Os 0 0 00 0 00 0 00 Split 1 PERS 0 0 0 0 0 0 0 0 0 0 F10 Hel OMILE FS Bcreen im F 6 F Be F Sena Fee F Br Split F 2 Melee 3 Sets 4 M 5 eaves eke 7 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 int
179. m that needs immediate correction u can do so through dynamic reconfiguration For more information see o Dynamic Reconfiguration later in this section You can also change the priority of a line from this screen Calls on priority lines are answered before calls on nonpriority lines To change a line s priority or select another screen press the corresponding function key F1_ Change Priority Use this function key to change a line from a priority line to a nonpriority line or vice versa The priority of a line determines its position among the calls waiting to be answered by an agent Priority lines are answered first and are indicated by a in the P priority column of the Line Status screen After you press F1 labeled Change Priority the following prompt appears Prompt CHANGE PRIORITY Line ID Action Enter a line ID to change the priority of that line Press F8 labeled Enter Data F4 Events Log Press this function key to select the Events Log screen It displays 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 i
180. mation on how real agents use a Cover button to pick up calls to a ghost agent in an All Ring split see All Ring Operation and Answering Calls in All Ring Operation Section 6 Handling CMS Calls in this manual Building or Editing Shift Configurations 4 17 Use F5 labeled All Ring On Off to change a split from All Ring operation to normal automatic call distributor ACD operation or vice versa In the All Ring column of the Call Flow area of the screen On indicates that a split has All Ring operation and Off indicates normal ACD operation Prompt CHANGE ALL RING OPERATION Split _ Action Enter a split number 1 through 6 and press 8 labeled Enter Data NOTE If you turn on All Ring operation for a split you must assign a ghost agent as the only member of the split If you change a split from All Ring operation to normal operation remove the ghost agent and add the real agents to the split E7 Config Screen Use this function key to return to the Configuration screen after you have finished administering call flow 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 a
181. 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 You can check the status of a line by looking at the lights next to the line or line pool button The following chart will remind you of the meaning of the lights 6 14 Using MERLIN II System Features with CMS Lights Red light steady This is either the line you are now using or the line you will get when you lift your handset Green light steady This is the line that either you or someone else is using Green light flashing This is the line on which a call is coming in Green light flashing This is the lin
182. mber of the ghost voice terminal that you have assigned to the split See A Note on Ghost Voice Terminals If an agent needs to transfer a call to another split he or she must 1 Touch Transfer 2 Touch the Auto Intercom 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 which the call is to be transferred The person transferring the call does not need to touch Transfer beforehand Transferring Calls to a Person in the MERLIN Il System When an agent needs to transfer a call to you another agent or a person in the MERLIN II system he or she must 1 Touch Transfer 2 Touch the Auto Intercom button or dial the intercom number of the person to whom the call is being transferred NOTE If the 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 which the call is to be transferred The person transferring the call does not need to touch Transfer beforehand If the agent has a Manual Signaling button for the person he or she can touch Intercom Ring and then touch the Manual Signaling b
183. me SYSERR again you have to reinstall the CMS software See Step 3 Installing Your Hardware and Step 4 Installing Your Software in the MERLIN II Communications System Installation and Getting Started Guide 5 If CMS continues to have problems after you reinstall the software call the CMS Hotline 1 800 628 2888 Be sure to have handy a list of the system errors generated by the problem 6 See Managing Calls if CMS is Disabled at the end of this section of the manual 9 14 System Errors Voice Announcement Unit Problems WARNING Message Unit Out of Service Check Power and Cables Status Indicator MSG Effect on Call Management Until this problem is corrected CMS cannot connect calls to the delay message 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 the connections are secure on the cable running between the voice announcement unit and the PC WARNING Message Unit Problem Check Message Length Status Indicator MSG Possible cause The delay message 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
184. mmary data on each agent in a given split CMS provides an Agent Split Summary for each split This report can help you e Understand the skills of your top performers and transfer those skills to other agents e Implement incentive programs by providing objective data about agent activity Many of the same statistics appear in this report and the Split Report During Night Service only data on Day Service calls in progress when Night Service began appear in this report Time spent in the logged out or night states is not counted on these reports NOTE If an agent seines in two different splits during the same hour assign the agent a different agent ID for each split This keeps the report data separate 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 OTHER CALLS Num Avg Avg Avg Num Num Num Ag Total ACD Talk After Work Xfr Rfusd Other Talk ACD Time Agent Calls Time Call Time Calls Calls Calls Other Time Staffed bakerson tom 27 206 0 00 2 06 1 0 21 3 06 16 6 0hr claren clifford 42 132 0 00 1 2 7 1 38 212 18 5 9hr weiss debra 2 0 35 0 00 0 35 2 25 2 53 1 1 5hr Split 2 Totals 71 1 43 0 00 1 43 3 84 253 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 t
185. msrept 2 Type a series of commands in the form copy a dyyinmdd cms c where yymmdd is the date of the data you want 3 When you re finished copying data to the hard disk type cdicms Overview 8 3 RESTORING DATA COLLECTION CONDITIONS 8 4 Overview Generating Reports The system tables and data for the date s you re interested in should now be in the correct locations on the hard disk To generate the reports you want follow the instructions under the heading How to Generate Reports in Section 7 Now that you have the historical reports you have to restore the hard disk to its previous condition Otherwise CMS cannot effectively store new data when it resumes managing calls To do this you erase the historical data from the hard disk they remain saved on the diskette and restore the current 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 cdicms 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 place of erase Restoring the Current System Tables To restore the current system tables to their appropriate place in the cms directory do the following 1 To get to the cmsmgmt directory type cdicms a
186. must make themselves available for calls by touching the Available button No report statistics are collected for an agent until this is done Prompt ADD AGENT ID _________ Pos _ Split _ Dynamic Reconfiguration 5 29 5 30 Dynamic Reconfiguration Action co 1 Enter an agent s ID 2 Enter the agent s position number a MERLIN II system 2 digit intercom number 3 Enter a split number 1 through 6 4 Press F8 labeled Enter Data 2 Remove Agent Use this function key to remove an agent from the current configuration The agent entry remains on the Agent Directory screen however Prompt REMOVE AGENT ID Action Enter the agent s ID and press F8 labeled Enter Data E3 Move Agent Use this function key to shift an agent from one position number to another in the same split or to shift an agent to a different split This is equivalent to removing the agent from one position or split and adding the agent to another position or split The agent is placed automatically in the logged out state in the new split and no statistics are collected for the agent until the agent is made available Prompt MOVE AGENT ID New Pos _ New Split _ Action 1 Enter an agent ID 2 You may enter a new position number split number or both To skip a field press F6_ labeled Next Field 3 Press F8 labeled Enter Data after your last entry Check the Splits section of the sc
187. n 16 Agent Problems 9 19 PROBLEM Agents continue to receive CMS calls after touching the ACW button to indicate they are unavailable for CMS calls Possible cause Corrective action The agents are touching the Remind the agents to touch the ACW ACW button after they hang button before they hang up up PROBLEM An agent s voice terminal rings when the call is for another agent or it rings once and stops Possible cause Corrective action The agent has one or more Remind the agent to set all CMS lines CMS lines or line pools set to or line pools not to ring Refer the ring agent to the information on line ringing options under the heading in Section 6 Handling CMS Calls PROBLEM While on one CMS call an agent receives another CMS call Possible cause Corrective action The agent put the first call on Remind the agent to lay the handset on hold and hung up the handset the desk after putting a call on hold Hanging up while the light next to the Available button is on signals CMS that the agent is available for CMS calls The agent has one or more Remind the agent to set all CMS lines CMS lines or line pools set to or line pools not to ring Refer the ring agent to the information on line ringing options under the heading MERLIN II System Features with CMS in Section 6 Handling CMS Calls 9 20 Agent Problems PROBLEM Agents station
188. n key to select the Line Status screen It 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 another Split Status screen You are prompted to enter a split number E7 Config Screen Press this function key to select the Configuration screen From that screen you can begin dynamic reconfiguration 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 Key to Split Status Data AGENT STATUS Bon Voyage Travel DAY CMSIIR2 4 03p 06 02 SPLIT STATUS INFORMATION SPLIT 1 PERS SPLIT STATUS D D ACD Calls p Other r Waiting Pos ID Status Num AvgTlk AvgACW Xfr Rfusd Num AvgTIk Split Num Old 16 TOM LoggedOut 0 0 00 0 00 0 0 9 00 1 PERS 0 17 CLIFF LoggedOut 0 0 00 0 00 0 0 0 0 00 2 CHART 0 0s 19 ERNIE LoggedOut 0 0 00 0 00 0 0 0 0 00 3 CORP 0 Os 21 DEB LoggedOut 0 0 00 0 00 0 0 0 0 00 4 SUPPT 0 0s 23 BOB _LoggedOut 0 0 00 0 00 0 0 0 0 00 5 0 os 24 SHERM LoggedOut 0 0 00 0 00 0 0 0 0 00 6 0 0s 25 WALT LoggedOut 0 0 00 0 00 0 0 0 0 00 Spl 1 0 Avail 7 Tot 0 0 00 0 00 0 Oo O0 000 Splits Intra D G
189. n the agent wants to return to the call on hold he or she would touch the line button of the held call Without a Call in Progress An agent can place either a ringing or an announced intercom call to another person in the MERLIN II system To place a ringing intercom call with an Auto Intercom button 1 If the red light next to Intercom Voice is on touch Intercom Ring 2 Without lifting the handset touch the Auto Intercom button for the intercom number the agent wants to dial The agent s voice terminal speaker goes on and he or she hears ringing Using MERLIN II System Features with CMS 6 17 3 When the other person answers the agent can lift the handset To place an announced intercom call with an Auto Intercom button 1 If the red light next to it is not already on touch Intercom Voice 2 Touch the Auto Intercom button for the intercom number the agent wants to dial The agent s voice terminal speaker goes on and he or she hears a beep 3 The agent can lift the handset and begin speaking When a person leaves a call on hold for more than a minute the voice terminal rings as a reminder TRANSFERRING CALLS After answering a CMS call the agent may need to transfer the call to another split or to another person in the MERLIN II system An agent can transfer a call with or without a voice announcement Transferring Calls to Another Split In order to transfer a call to another split the agent needs to know the intercom nu
190. n this section F7_ Config Screen Press this function key to select the Configuration screen From that screen you can begin dynamic reconfiguration of your system For more information and instructions see 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 Monitoring Call Management 5 23 Key to Line Status Data LINE STATUS LINE GROUP SUMMARY LINE 5 24 Monitoring Call Management Bon Voyage Travel DAY CMSIIR2 4 02p 06 02 m mm Calls r Calls SPLIT STATUS Grp Line P Stat Num HoldT Grp Line P Stat Num HoldT r Waitings C 0 Busy 6 Total 0 Calls A 1816 Idle 0 Om Num Old 1808 Idle 0 Om 16 b 0m D 0917 Idle 0 0 0s 0918 Idle 0 1818 Idle Om 0 Busy 2 Total 0 Split 1 PERS 2 CHART 3 CORP 4 SUPPT 5 0 8515 Idle 0 A 0 Busy 4 Total 0 Calls B 8532 8518 8531 Os 0s Os Os D Idle Id Id 6 0 0 0 0 CALL FLOW r oSplits Intra Grp Main Sec Flow A D 3 On B 1 3 C D C 0911 0912 0913 8914 0915 0916 F EULI 1 MALIdLSY Idle Idle Idle Idle Idle Idle On On Off 2 3 4 F10 Help F EANES F uee F DEALAN eotatus 7 JAGGE JCIVE The numbers in the following list are keyed to the circled numbers in the screen ab
191. nal button numbers CMS line numbers and line groups e Press the 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 6 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 Administration Menu NOTE When you add move or remove a line you may cause inaccuracies in the historical data for that line So if you have been managing calls with CMS and decide to add move or remove lines print any outstanding historical reports before you make changes to the Administer Lines and Line Groups screen If you archive the data be sure to copy the old system tables too For more information see Section 8 Archiving Data Administering Lines and Line Groups 4 25 F1 Add Line Use this function key to add a line to CMS and assign it to a line group IMPORTANT Before adding a line to CMS you must first assign the line to the PC For information on how to do this see Assign Lines to the CMS PC in the MERLIN II Communications System Getting Started Guide for the Call Management System This procedure also affects the CU1 and CU2 port assignments to the CMS PC Have the MERLIN II system administr
192. nd want to begin again instead of making changes Prompt CLEAR CONFIG Are you sure Y N _ Action Type y or n and press 8 labeled Enter Data If you delete the contents of the configuration the Configuration screen returns to its default information If you accidentally clear a configuration you can restore it by pressing F7 labeled Config List which selects the Stored Shift Configurations screen On this screen press F1 labeled Select Config A prompt asks if you want to save your previous editing changes which include clearing the configuration If you type n the cleared configuration will be restored 4 18 Building or Editing Shift Configurations Returning to Other Screens You can select two other screens from the Configuration screen If you have just created or edited a configuration the word changed appears next to the configuration name on the screen You may want to go to the Stored Shift Configurations screen to save your new configuration or the old one you have edited Pressing 7 labeled Config List selects the Stored Shift Configurations screen from which you can e Edit a configuration e Save your editing changes or save a new configuration you ve just built e Rename a configuration e Select a startup configuration Pressing F8_ labeled Admin Menu selects the administration menu It lists the main CMS administration activities Saving an
193. nd assign agent splits to cover line groups e Assigning Agent IDs Identify the CMS agents in your business Administering Lines and Line Groups Identify your CMS telephone lines and assign them to line groups e 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 e Backing Up Shift Configurations Make a backup copy of your shift configurations in case you need to restore your system See Shift Configurations near the end of this section If you are administering a newly installed CMS that as yet has no shift configurations go to the CMS Installation and Getting Started Guide that came with this manual and follow the procedures for building an initial shift configuration to begin managing calls If you are building additional configurations or changing established configurations review at the end of Section 2 then go on to the next heading in this section Getting Started Figure 4 1 A map for CMS administration screens shows the interrelationships among the administration screens you ll be using Overview 4 1 START CALL MANAGEMENT FIGURE 4 1 A map of CMS administration screens CM
194. nd then type cd cmsmgmt 2 To restore the system tables type copy temp systbls cms You should now have the historical reports you wanted and CMS should be ready to store new data Overview This section of the manual suggests corrective action for problems that may occur with your CMS It is organized as follows Startup Problems Suggests corrective action for problems the CMS program detects during startup Call Management Problems Identifies problems that can cause CMS to stop managing calls and suggests corrective action Explains messages beginning SYSERR that may appear on your status screens and or in the Events Log during CMS operation Voice Announcement 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 reports Agent Problems Anticipates and suggests solutions to problems you and your agents are most likely to encounter as you begin to use CMS Managing Calls if CMS is Disabled Tells you how to use your MERLIN II system components and features to manage calls until CMS is running again Overview 9 1 Startup Problems The information on the
195. nding on which group of reports you want printed Enter the date for the daily reports or dates for the either set of cumulative reports and press F8 labeled Enter Data to print the reports The screen display messages keep you informed as to the printing status of the reports you are generating Some examples are listed below If you select the Events Log Report from the REPORT MENU screen the message line reads Generating Events Log Report Printing begins and ends automatically You may choose another report or exit from the menu See Exiting 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 appropriate data for the report you want to generate and have pressed F8 labeled Enter Data the message line reads Generating report name If CMS is managing calls when you request a report to be printed the message line reads Scheduling report name When the report is actually being printed Scheduling changes to Generating After the report you ve selected is generated you will be returned to
196. nformation see Selecting Day or Night Service later in this section F2 Set Options Use this function key to select the Set Options screen to change options such as the service level and the abandoned call threshold For more information refer to Setting Options in Section 4 E3 Select Exceptns Use this function key to view the Exception Setting screen That screen enables you to select different exceptions or change exception thresholds For more information see Selecting Exceptions in Section 4 F4 Events Log Press this function key to select the Events Log screen This screen displays 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 This screen displays information about every line and every line group For more information see Using the Line Status Screen later in this section E6 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 activity in each split For more information see Using the Split Status Screen later in this section E7 Config Screen Press this function key to select the Configuration screen From that screen you can begin dynamic reconfiguration of your syste
197. ng Line Group Options ANSWER DELAY You can administer your CMS to use any some or all of the following line group options when handling incoming calls e Answer Delay e Force Delay e Automatic after call work ACW If an agent is not available when a call first rings CMS lets the call continue to ring for a certain number of seconds before it answers the call and connects it to the voice announcement unit The number of seconds calls ring before CMS answers them is called the answer delay You should use CMS for a few days before you change the answer delay from its initial setting of five seconds Think of answer delay as a trade off between the time 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 Someone begins paying for a call as soon as CMS answers it If calls are likely to wait on hold before an agent is available increasing the answer delay value will decrease time on hold and the cost of the call e You can increase the answer delay if you know callers have to wait for an agent Callers may be less likely to hang up if they wait longer for CMS to answer but spend less time on hold To administer Answer Delay do the fol
198. ng data into your computer you can ensure that your CMS is working smoothly and that your statistics are accurate The instructions in this manual refer to the 6300 WGS and its keyboard This section of the manual helps you to use your computer to begin CMS operation The information in this section is organized as follows e Duplicating the CMS Diskette Describes how to make a working copy of the CMS diskette e Installing the CMS Software Describes how to copy the CMS program onto the PC hard disk start up the CMS program automatically and set the time and date on your PC e Your PC with CMS Describes how to use CMS screens enter and edit data and access help screens This version of CMS is designed to work with both the AT amp T PC 6300 and AT amp 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 e Assigning up to 28 agents into one split e Administering an automatic after call work state Auto ACW e Changing agents work states from the PC Supervisory Login Logout e Generating cumulative reports e Generating reports while CMS is managing calls e Using updated and improved help screens e Viewing color screens if you have a color monitor e Using headset adapters for hands free operation e Utilizing external alerts t
199. ng mode both types of voice terminals ring every 5 seconds to remind you that you are programming and that you cannot place or receive calls 3 Without lifting your handset touch the button you want to program 4 Dial the feature s programming code and any other numbers required See the following chart or refer to the Quick Reference Guides in the MERLIN II System Manual 5 If you want to program other buttons repeat steps 3 and 4 If you make a mistake when dialing any of the characters simply touch the button again and redial the programming code and all required numbers 6 Leave the programming mode in one of these ways e For analog voice terminals slide the T P switch to the center position e For digital voice terminals dial the 3 character code 00 Programming a Voice Terminal 6 9 Programming Feature name code Notes Available s Use a button with lights Use a button with lights Auto Intercom o1 intercom If possible use a number button with lights Manual 6O intercom Signaling number Programming Feature name codes Notes All Ring 40 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 Group Page ai 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
200. ng purposes For additional information about the Available state see Availability for CMS Calls in Section 6 LOGGED OUT STATE When call management begins all agents are automatically in the logged out state Use the MERLIN II system Loudspeaker Page or Group Page feature to tell your agents that call management has begun and they should make themselves available for calls For directions on using the paging features see the MERLIN II System Manual At this time those agents who are available for CMS calls can turn on the light next to the Available button at their voice terminals by touching Available 5 12 Making Agents Available for CMS Calls AVAILABLE STATE AFTER CALL WORK STATE All agents are automatically placed in the logged out state when you stop managing calls with one shift configuration and begin managing calls with another Individual agents are automatically placed in the logged out state in the following instances as well e When you add move or replace an agent e When an agent has been in the after call work state for longer than the Agent Logout exception threshold if you have specified one e When an agent refuses a call You can use the Auto Intercom feature to tell agents when they are being moved to new splits and to let them know they should make themselves available for calls after you have moved them Agents can place themselves in the logged out state when they are not available for CMS call
201. nnected to the line ports either directly or through building wiring 3 Each alert is clearly marked and identified as Alert 1 Alert 2 Alert 3 and Alert 4 NOTE Each external alert has a corresponding line button number In CMS each external alert is represented by the number you have assigned to it in this step In the step 5 the CMS administrator has to match the line button number to its corresponding alert number 4 From the CMS Administration screen the CMS administrator presses F4 labeled Assign Alert to display the Exception Alerts screen with the following prompt ALERT LINE BUTTON NUMBER 1 2 3 _ 4 _ 5 The CMS administrator matches the assigned line button numbers 1 through 32 to their corresponding alert numbers 1 through 4 and enters the data NOTE CMS cannot be managing calls at this point Selecting Exceptions 4 45 6 The CMS administrator sets exception thresholds for various groups and splits 7 The CMS administrator assigns the alert numbers to any of the 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 Backing Up Shift Configurations COPY SHIFT CONFIGURATIONS If you rou
202. nswer in a split meets or exceeds the threshold you set You can assign an external alert to this exception Prompt AVG SPEED ANS ON OFF s a 1 _ _2 _ _3 _ _4 _ bo eee ce te Action 1 Type on or off Press F6 labeled Next Field to keep the current value 2 If you want to enter threshold values enter to the right of the slash a number of seconds 1 through 999 for each split If you do not want to activate this exception for a particular split type a hyphen 3 To assign an alert number enter the number in the field to the left of the slash If not enter a hyphen 4 Press 8 _ labeled Enter Data after the last field Exception Split X Avg Speed Answer gt XXX seconds E8 Admin Exceptions Press F8 labeled Admin Exceptns to return to the Administer Exceptions screen Selecting Line Group Exceptions Line group exceptions alert you to unusual or undesirable situations affecting lines or line groups For instance the all lines busy exception notifies you when all lines in a line group have been busy more than a certain number of seconds Pressing 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 clit Line Group Exception On Off 1 A 2 B 3 C 4 D 5 6 AGENTS Talk T
203. nt splits e Change line group options e Reconfigure call flow e Use the Stored Shift Configurations screen to save your changes or to activate a different configuration For detailed descriptions of these procedures see Dynamic Reconfiguration in Section 5 Supervising CMS You make changes in an operating CMS configuration from the Configuration screen You can access this screen from e The Initialization screen from which you start call management This screen becomes the System Menu screen after you make your first configuration selection e Any of the status screens e System Menu screen for call management The screens and function keys used for dynamic reconfiguration are shown in Figure 10 2 FIGURE 10 2 Screens and function keys for dynamic reconfiguration CONFIGURATION CONFIGURE LINE GROUP CONFIGURE STORED SHIFT SPLITS OPTIONS CALL FLOW CONFIGURATIONS e Add Agent F1 e Answer Delay F1 e Assign Splits e Select New Config F1 e Remove Agent F2 e Force Delay F2 e Intraflow aor T 2 e Save Changes to e Move Agent F3 e Auto ACW F3 e Set Intraflow Config F2 e Replace Agent F4 Thresholds F3 e New Agent F5 e All Ring On Off F5 e Change Split ID F6 After you make a change press F7 labeled Config Screen to return to the Configuration screen Continue with dynamic reconfiguration or press the appropriate function key to access one of the status screens Quick R
204. nual and other CMS documents to illustrate CMS concepts e Key Facts and Considerations provides a checklist for referencing important information regarding CMS installation administration and operation Overview 2 1 Key Concepts 2 2 Key Concepts To administer and use CMS you should be familiar with the following terms which are briefly defined e Automatic call distributor ACD Line groups e Agents Agent splits Shift configurations Main and secondary splits e Intraflow Intraflow threshold e Logged out state Available state e After call work ACW state Automatic after call work state Auto ACW e Supervisory Login Logout Call management Answer delay e Force delay e Priority lines CMS is the automatic call distributor ACD for the MERLIN II system As an automated attendant CMS distributes calls that come in on the MERLIN II system telephone lines assigned to CMS The MERLIN II system telephone lines assigned to CMS are organized into line groups Usually the incoming calls for a line group are of the same type For instance the lines for incoming sales calls are in one line group and the lines for service calls in another Up to 28 lines may be assigned to up to four line groups Incoming calls 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
205. number field has been assigned to line button number 29 Whether an alert is assigned to one or more exceptions or to one or more lines or splits an alert must be assigned to a line button in order to function CONDITIONS FOR ASSIGNING ALERTS ASSIGNING EXTERNAL ALERTS TO LINE BUTTONS Generally assigning alerts to line button numbers is the first step in administering alerts An exception may have an alert assigned only under the following conditions A line button number must be assigned to the alert number being used and it can only be assigned through CMS Administration CMS is not managing calls The external alert itself must be assigned to a line button number before it can be assigned to an exception e The alert number can be assigned to an exception while CMS is managing calls However the actual external alert cannot be assigned a line number while CMS is managing calls that can only be done during administration e The appropriate exception setting parameters to which the alert s will be assigned has been entered in the SPLITS and LINE GROUPS screen fields e The exception threshold is set If you need more information on administering exceptions see Administer Exceptions under the heading Instructions for Selecting Exceptions earlier in this section To assign an external alert to an exception follow these steps 1 Press either F5_ labeled Previous Field or
206. o CMS only when necessary to clarify some point about CMS planning and operation CMS AND OTHER Bon Voyage Travel s line groups and agent splits are typical for a travel BUSINESSES 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 credit card and billing inquiries A brokerage firm may have line groups and splits for stock quotes and customer orders A Typical CMS Application 2 7 Key Facts and Considerations SYSTEM CONSIDERATIONS SUPERVISOR S CONSOLE AND AGENT VOICE TERMINALS LINE ASSIGNMENTS 2 8 Key Facts and Considerations Key facts and considerations concerning proper CMS installation administration and operation are emphasized throughout this guide However as a quick reference the most fundamental CMS requirements are listed below You may need to refer to either the CMS Planning Guide or the CMS Installation and Getting Started Guide for more information on some items presented in the checklist This version of CMS is designed to work solely with the MERLIN II Communications System with Feature Module 2 CMS will work on either the AT amp T PC 6300 or the AT amp T PC 6300 WGS operating under MS DOS version 3 2 or later The PC 6300 can also
207. o add an agent who is not already 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 Pos _ 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 MERLIN II system intercom number 10 69 Split a number from 1 through 6 Remember IDs must be unique 2 Press F8 labeled Enter Data F6 Change Split ID Use this function key to assignor change the ID for a split Split IDs make it easier to identify splits on screens and in reports Each split ID must be unique However a split and a line group can have the same ID Prompt CHANGE SPLIT ID Split _ New Split ID Action 1 Enter a split number from 1 through 6 2 Enter a split ID up to 5 letters numbers or special characters 3 Press F8 labeled r Enter Data Building or Editing Shift Configurations 4 11 E7 Config Screen Use this function key to return to the Configuration screen F8 Agent Directory Press this function key to return to the Agent Directory screen if you need to refer to or change agent information Press F7 labeled Config Splits on the Agent Directory screen to return to the Configure Splits screen Administeri
208. o help you keep the system functioning efficiently You are making a new beginning when you install CMS to work with the MERLIN II Communications System with Feature Module 2 Earlier CMS versions are not designed to work with this latest MERLIN II system nor can the administered information in them be transferred to the new CMS For more information see the CMS Planning Guide for the MERLIN II Communications System with Feature Module 2 Overview 3 1 3 2 Overview Software Considerations This CMS release is available on both a single 3 and 1 2 inch disk to be used with the 6300 WGS and on two 5 1 4 inch disks to be used with either the 6300 WGS or the PC 6300 Previous releases of CMS were on a single 5 1 4 inch disk New copy and installation procedures for both types of disks are described in this section IMPORTANT Before installing the new Call Management System you must delete all existing files from the CMSMGMT and CMSREPT directories of your earlier version of CMS See Step 4 Installing Your Software in the Installation and Getting Started Guide for more information Once CMS is installed the agent directories line and station number assignments thresholds exceptions and other information must be entered into the new CMS from the keyboard Hardware Considerations If you have been using an AT amp T PC 6300 to manage CMS or have purchased an AT amp T 6300 WGS and you have MERLIN II System Console to be
209. ocessing an order or updating a record they can leave the available state and enter the after call work ACW state by pressing the programmed button labeled ACW on their voice terminals CMS does not send calls to agents who are in the after call work state but it does keep statistics on them To return to the available state from the after call work state agents simply touch their Available button The automatic after call work Auto ACW feature allows you to administer a specific amount of time for the after call work state Auto ACW automatically places agents into after call work upon completion of an ACD call During that time agents receive no calls as they complete their work When the time specified in the Auto ACW parameters elapses agents are automatically made available Agents can make themselves available before the specified time elapses by touching their Available button In addition to using the Available and ACW buttons on their phones to move from 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 goes on When they touch the ACW button to move from the available stat
210. ogramming an agent s voice terminal Announcing Availability for CMS Calls Describes how agents make themselves available for CMS calls and enter the after call work state and the logged out state e Using MERLIN II System Features with CMS Describes the features that CMS agents most often use and gives procedures for using each feature Overview 6 1 The MERLIN II System Voice Terminal The MERLIN II system voice terminal provides the user with basic telephone functions such as Transfer and Hold However in order for the agents to use the Available and after call work ACW state buttons and the Manual Signaling Auto Intercom Transfer to Split and All Ring operation features either you or the agent must program them onto an agent s voice terminal There are two basic types of voice terminals analog and digital You may have either or both types in your system The voice terminals come in different sizes with various special features and accessories Use only those voice terminals with programmable buttons You can use the following types of analog voice terminals with your CMS e BIS 10 Voice Terminal e 10 Button Hands Free Answer on Intercom HFAI Voice Terminal e 34 Button Built In Speakerphone BIS Voice Terminal e 34 Buttem Deluxe Voice Terminal You can also use the following digital voice terminal with your CMS e 7406 Digital Voice Terminal NOTE Although you can attach a display unit to the 34 button
211. oice terminals are plugged A group of interchangeable telephone lines on which CMS calls can be answered by the same team of agents A state in which the agent receives no CMS calls and is not counted as logged in for reporting purposes The CMS may be configured so that agents are placed in this state when CMS is started when a new shift configuration is selected when an agent is moved or added to a configuration or when an agent has remained in the after call work state for longer than a specified exception threshold The agent split with primary responsibility for answering 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 ACD incoming calls intercom calls and calls transferred to an agent by another person An arrangement of the MERLIN II system in which interchangeable lines are grouped together to form line pools With Button Access the user presses the voice terminal button assigned to a particular line pool to access that pool With Dial Access the user presses a Pool Access button then dials the code assigned to the particular line pool See Agent Position
212. ollows 1_Introduction This section previews the contents of the manual and explains what the special symbols and typefaces mean 2 Understanding CMS This section of the manual describes key CMS concepts such as line groups agent splits intraflow and call management You ll also find a description of how Bon Voyage Travel a hypothetical business uses CMS 3_ Your 6300 WGS and CMS This section provides instructions on how to make a duplicate of the CMS diskette and install the CMS software depending on whether you are using the 3 1 2 inch disk 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 that get CMS up and running These include identifying agents identifying CMS lines and building at least one shift configuration an arrangement of line groups and agent splits for call management This section also describes other administration tasks that can be done at any time These include setting options and exception thresholds to alert you of unusual and undesirable situations and making a backup copy of your shift configuration s A menu map shows you the relationship of
213. ons 4 9 ADMINISTER SPLITS To administer splits press the function key for the activity you want to perform F1 Add Agent Use this function key to assign an agent to a split The agent must already be listed on the Agent Directory screen A split may have up to 28 agents Prompt ADD AGENT ID Pos Split Action 1 Enter an agent ID 2 Enter a position number a MERLIN II system default intercom number 10 through 69 NOTES If administered attendant numbers are 10 14 18 22 26 30 34 and 38 Two of these have been connected to the PC and another will be used by the console during CMS administration as the CMS administration port Most likely there are other circuit pack modules in the control unit such as the 008D digital circuit pack or the 012 basic voice terminal circuit pack These circuit packs reduce the number of attendant ports available for CMS The most probable 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 through 6 4 Press F8 labeled Enter Data to save your data and return you to the Configure Splits screen
214. or CMS Administration e 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 Quick Reference Guide to Your PC Keyboard The instructions in this manual refer to the 6300 WGS keyboard The type of keyboard you are using depends on the type of PC to which it is connected The function keys discussed in this guide are the same on both keyboards The design differences between the two keyboards affect the position of the keys but not their function Also the tab backspace shift and enter keys on the 6300 WGS keyboard have arrows and labels to identify them the PC 6300 keyboard has only arrows The cursor directional keys are same on both keyboards Figure 10 1 shows the two keyboards that work with CMS FIGURE 10 1 PC 6300 and 6300 WGS keyboards n er FCELE 10 2 Quick Reference Guide to Your PC Keyboard Quick Reference Guide to Entering and Editing Data THE PROMPT USING THE KEYS F1 Cancel Prompt Many CMS prompts contain several empty fields as in the following example ADD AGENT Last Name First ID When a prompt appears the cursor is positioned at the beginning of the first field In many instances both keyboards allow more than one key to perform the same function The table below shows the function keys you use to cancel a prompt move the cursor to different fields in a p
215. 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 splits for managing calls You can create up to six different configurations to handle different calling patterns in your business However only one shift configuration can be active at a time and no more than 28 agents can be in that configuration In a configuration some splits are main splits and others are secondary splits A main split has primary responsibility for answering calls for a line group A secondary split answers calls for a line group only if the main split for that group is overloaded Sending calls to agents in a secondary split is called intraflow The number of seconds that the call waits in the main split before it is sent to the secondary split is called the intraflow threshold Intraflow can be turned on and off When call management begins for a shift the agents in the shift configuration are in the logged out state CMS neither sends calls to nor keeps statistics on agents who are logged out so the agents have to signal CMS that they are now ready to receive calls They do so by touching the programmed button labeled Available on their voice terminals MERLIN II system telephones to enter the available state When agents need time to complete work on their most recent CMS call such as pr
216. orage 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 erase your oldest files however if you want to save the data for possible future use you should archive those files to a diskette first and then erase them from the hard disk Copy the four oldest data files and the oldest system table to the diskette After you verify that the files were copied erase those files from the hard disk If you archive files on a regular schedule such as once a week you can avoid running out of space on the hard disk Figure 8 1 shows the locations of the directories and files CMS uses FIGURE 8 1 Locations of the CMS directories and files root directory cms other directories not related to CMS you may create cms cmsrept cms cmsmgmt dyymmdd cms systbls cms shift2 cms where yymmdd is a year month and day shift1 cms files for other shift configuration Overview 8 1 8 2 Overview Copying the System Tables File To copy the system tables file do as follows 1 If you are not in the cms directory on the hard disk type cdicms 2 To get into the cmsmgmt directory type cd cmsmgmt 3 To copy the system tables file for the current date type copy c systbls cms a syymmdd cms where yymmdd is the date For example to copy the system tables file on 04 19 87 cop
217. orce Delay or Auto ACW ANSWER DELAY You can change the current setting for the answer delay force delay or Auto ACW options at any time If an agent is not available when a call first rings CMS lets the call continue to ring for a certain number of seconds before it answers the call and connects it to the voice announcement unit The number of seconds calls ring before CMS answers them is called the answer delay Dynamic Reconfiguration 5 31 5 32 Dynamic Reconfiguration Think of answer delay as a trade off between the time a customer spends listening to ringing and the time the customer spends on hold You can use 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 The initial setting for answer delay is 5 seconds the approximate length of time from the beginning of one ring to the beginning of the next You may have changed that value when you administered your system You can also change the answer delay value for an active configuration through dynamic reconfiguration Consider these factors when choosing an answer delay value for a line group e If you have toll lines such as 800 lines you begin paying for a call as soon as the line is answered If calls are likely to be on hold before an agent is available you can increase the answer delay value in order to decrease the amount of time on hold Th
218. ormation turn to Changing Answer Delay Force Delay or Auto ACW later in this section 3 Call Flow Press this function key to select the Configure Call Flow screen and change intraflow assignments For more information see Reconfiguring Call Flow later in this section 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 earlier in this section F5 Line Status 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 earlier in this section F6 Split Status Press this function key to view a Split Status screen for a particular split You are prompted for a split number The Split Status screens summarize activity in each split For more information see the Split Status Screens earlier in this section 7 Config List Press this function key to select the Stored Shift Configurations screen From this screen you can activate a different configuration save or rename a configuration or select a default configuration for startup For more information see Using the Stored Shift Configurations screen later in this section 8 System Status Press this function key to select the System Status screen It summarizes
219. ortant data collected since the beginning of the report hour such as the number of calls handled and the service level NOTE The System Status screen shows an agent to be on an ACD call while the call is ringing at the agent s voice terminal The CMS supervisor should be aware that agents are not credited with an ACD call until they actually pick up their handset to answer the call When CMS transfers a call to an agent the call disappears from the group of calls waiting to be answered by an agent If the call is refused it reappears in the same group of waiting calls If the System Status screen indicates a problem that needs immediate correction you can make that correction through dynamic reconfiguration For more information see Dynamic Reconfiguration You can also change the system from Day Service mode to Night Service mode using F1 labeled Day Night on the System Status screen In Day Service mode CMS routes calls to agents In Night Service mode CMS connects incoming calls to the voice announcement unit and disconnects them when the announcement is over For more information see Selecting Da later in this section To access another screen from the System Status screen to change to Day or Night Service or to exit call management press the corresponding function key F1 Day Night Press this function key to change the system from Day Service mode to Night Service mode or vice versa For more i
220. orts See Section 7 Generating Reports e Using system status information and the Management Information System MIS data in the CMS reports to maintain efficient call management and agent productivity See Section 7 Generating Reports for ongoing data collection see Section 8 Archiving Data for storing past CMS data e Troubleshooting See Section 9 Troubleshooting To better understand the duties of the CMS supervisor you may also find it helpful to read the description of the supervisor s role at Bon Voyage Travel a hypothetical business and how he interacts with CMS See CMS Application in Section 2 Understanding CMS and peration of CMS in this section The Administrator Supervisor s Responsibilities 5 3 The Attendant Console LINE BUTTONS AUTO INTERCOM BUTTONS 5 4 The Attendant Console The system administrator should have set your MERLIN II system for a large system that is for a system with more than eight lines or more than 20 voice terminals As CMS supervisor you therefore must have a console that will accommodate a large system For CMS to work with the MERLIN II System with Feature Module 2 you must have a MERLIN II System Display Console The display console 5 2 has Auto Intercom buttons on the right side of the console which can be used to represent up to 72 voice terminals The buttons on the left side of the console are available to show t
221. ou need to decide how quickly you want the majority of your calls answered One important function of CMS is tracking the number of abandoned calls that is the number of callers who hang up before they ve been connected to an agent Occasionally an abandoned call gets transferred to an agent When this happens the agent answers the call and finds no one on the line The purpose of the abandoned versus incoming call threshold is to discriminate between those abandoned calls that are connected to agents and calls that are actually handled by the agents Distinguishing serviced calls from abandoned ones gives a more accurate picture of the service level of your system To establish a realistic abandoned call threshold you need to know how long agents usually spend talking to callers If your agents usually spend at least 30 seconds talking to each customer then you can assume that most calls that took less than 15 seconds were probably abandoned calls However if your agents often receive calls that take only a few seconds to handle you will AUDIBLE ALARM DELAY MESSAGE LENGTH want to set a low abandoned call threshold and know that the possibility of mistaking an abandoned call for a real call or vice versa will increase The initial value for the abandoned call threshold is 10 seconds You can have your PC beep every time an exception message a system message Or an error message appears An exception occurs when a servic
222. ove 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 calls received and total length of time line has been in use for ACD calls during this hour 4 Number of lines currently busy out of total number of lines in line group 5 Number of ACD calls to line group during current hour Split Status 6 Number of calls waiting in each split and length of time the oldest call has been waiting Call Flow 7 Main and secondary split assignments and intraflow status Using the Events Log Screen The Events Log screen displays the last 19 exceptions and system problems with the time and date they occurred Exception messages alert you to unusual or undesirable situations Pressing F4 labeled Events Log on any status screen selects the Events Log screen A typical example is shown below Bon Voyage Travel DAY CMSIIR2 3 02p 07 11 Time Date Event 3 24p 07 07 Split 2 Agent BJ Refused Call 3 24p 07 07 Split 2 Agent MAX Refused Call 3 24p 07 07 Normal Call Management Shutdown 3 24p 07 07 CMS for MERLIN II CS Version 2 0 Call Management Started 3 24p 07 07 Firmware Version 2 1 Clock Type 18 092 3 33p 07 07 Split 1 Agent SHERM Refused Call 1 19p 07 08 Normal Call Management Shutdown 1 19p 07 08 CMS for MERLIN II CS Version 2 0 Call Management Started 1 19p 07 08 Firmware Version 2 1 Clock T
223. pe 14 30 MS DOS keeps track of the seconds and hundredths of seconds for you Using Your PC with CMS This section describes the format of CMS screens entering and editing data and accessing help screens If you have questions about MS DOS the layout of your keyboard or other information about your 6300 WGS refer to the manuals that accompanied it SCREEN FORMATS The following screen shows a typical CMS screen format Bon Voyage Travel ADMIN CMSIIR2 10 51a 06 13 AGENT SPLITS rm Asnt rA sent Num Answer Force Auto Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS 16 TOM 3 CORP 37 IKE 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 DEB 4 SUPPT 42 RON D CORP 2 5s On 5s 23 BOB 43 NANCY 24 SHERM 5 25 WALT 6 2 CHART 27 BEN Flow All 28 SAM rSplits Intra Spl Thresh Ring 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 You can not cancel this prompt Answer Y or CLEAR CONFIG Are You Sure Y N N O Bene Previous FA Fees 1 feel 5 Bit 6 Teal 8 PELE ONT 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 e Business name Status indicators concerning problems with the PC
224. plit Pos ID Group Lines Delay Delay ACW 1 PERS 16 TOM 3 CORP 37 IKE 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 DEB 4 SUPPT 42 RON D CORP 2 5s On 5s 23 BOB 43 NANCY 24 SHERM 5 25 WALT 6 2 CHART 27 BEN Flow All 28 SAM Splits Intra Spl Thresh Ring 29 NORM Flow 1 10s Off 31 DI On 5s Off 32 CARLA On 30s Off 33 BJ On 30s Off 35 MAX Off 30s 30s Off Off Configuration 1 DAILY F Nem F tea F 1 JAG 2 OVO 3 F10 Help Set F RSie F Kokakike hresh 5 0Jayojii 7 XAA HOW INTRAFLOW WORKS This example assumes there are main and secondary splits assigned to the line group and no 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 follows 1 The call continues to ring for the answer delay interval you have established 2 CMS answers the call and connects it to the voice announcement unit for a delay message 3 The call is put on hold or connected to Music on Hold and is added to the waiting calls in the main split 4 The call is intraflowed sent to an agent in the secondary split if all of the following conditions are met The call is the oldest call eligible for intraflow into the secondary split The amount of time the call has waited that is from the time the call started ringing
225. plit Split Building or Editing Shift Configurations 4 5 USE THE STORED SHIFT CONFIGURATIONS SCREEN Administering shift configurations begins with the Stored Shift Configurations screen shown below Pressing F1 labeled Config List from the Administration Menu screen selects this screen Bon Voyage Travel ADMIN CMSIIR2 10 38a 06 13 STORED SHIFT CONFIGURATIONS DAILY WEEKEND NIGHT EVENING UNUSED UNUSED DoF WNeH f F10 Help K Save 1 Rename fy Choose F Config F EX 1 Talie 2 Holgi 3 Solaire 4 TELAS masScreen MmaMenu This section describes the following activities you can perform from the Stored Shift Configurations screen Edit a Shift Configuration Create a new shift configuration or change an existing one Save an Edited Configuration Store the shift 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 configuration name is shown in reverse video on the Stored Shift Configurations screen If you press F8 labeled Admin Menu on a shift configuration screen you return to the Administration Menu To use the Sto
226. plit Status screen for a particular split You are prompted for the split number The Split Status screens give you a detailed picture of the activity in each split For more information see Using the Split Status Screens earlier in this section Monitoring Call Management 5 25 E7 Config Screen Press this function key to select the Configuration screen From that screen you can begin dynamic reconfiguration 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 Dynamic Reconfiguration Once you activate a shift configuration as described earlier in Startup Procedures you can modify it through dynamic reconfiguration For example you can reassign agents or turn on intraflow to handle unexpected changes in incoming call traffic Such changes are immediately activated in the current configuration If you want you can save the changes before you shut down CMS or before you select another shift configuration Otherwise the changes are not saved once the current configuration is no longer active You use these screens during dynamic reconfiguration e Configuration screen e Configure Splits screen e Configme
227. pool buttons On an analog voice terminal these two pool buttons are located above Intercom Voice On a digital voice terminal the two main pool buttons are located on the top button in the leftmost column and the second button from the top of the middle column See Figures and Selecting a Voice Terminal for Your Agents 6 5 A NOTE ON GHOST VOICE TERMINALS MANUAL SIGNALING AND AUTO INTERCOM BUTTONS Each CMS line group should be assigned to a separate line pool in order to prevent people not working with CMS from placing or receiving calls on those lines CMS lines should not be placed in the same line pool as lines not assigned to CMS All CMS lines and line pools on an agent s voice terminal should be set to No Ring See later in this section Intercom calls and calls transferred to the agent s voice terminal by CMS or another agent will still ring Square System If your system is set for square operation each line that you assign to an agent s voice terminal appears on a separate button Any lines an agent is responsible for must appear on the agent s voice terminal so that the agent can receive incoming or transferred calls on those lines All CMS lines and line pools on an agent s voice terminal should be set for No Ring See later in this section Intercom calls and calls transferred by CMS or other agents still ring at the agent s voice terminal In order for agents to use the All Ring operation or Tran
228. port 7 5 Split Report cumulative by day Split Summary daily Splits administering reconfiguring 5 29 5 31 0 secondar Starting CMS automatically Startup Configuration selecting Startup procedures 5 8 5 11 Supervisory Login Logout 2 2 5 14 5 19 ___ O System tables file copying 8 2 S O T Time setting 3 8 SS Troubleshooting Agent problems Alert problems 9 16 0 Call management problems Error messages 9 249 5 0 Printer problems Startup problems 9 2 f 9 90 System errors 9 14 0 Voice announcement unit problems 9 15 Warning messages 9 5 9 9 S O U Upgrade intormation B E E E ESEESE V Voice terminal analog features of digital features of programming 6 9 6 10 Cid selecting for agents 6 5 46 8 Cd types of 6 2 S O
229. ption you want to change F1_ Service Level The service level is the percentage of calls connected to agents within a specified number of seconds the service level limit Prompt SERVICE LEVEL Percent of Calls Answered within n seconds n _ Action 1 Enter a number 1 through 999 2 Press F8 labeled Enter Data F2 Abandon Thresh Sometimes a call is transferred to an agent even though the caller has disconnected abandoned the call This threshold sets the limit for the shortest amount of time that a call must be handled in order for it to be counted as processed call Calls that do not last as long as the time specified are counted as abandoned assuming the caller disconnected before the call reached the agent Prompt ABANDON THRESHOLD Seconds _ Action 1 Enter a number 1 through 99 2 Press F8 labeled Enter Data 3 Alarm 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 message and enter the number of seconds in this field Prompt SET DELAY MESSAGE LENGTH Seconds _ Action 1 Enter a number 1 through 99 2 Press F8_ lab
230. r in the appropriate alert number field 1 through 32 You can simply type over the previous line number ASSIGNING EXCEPTIONS AND EXTERNAL ALERTS SIMULTANEOUSLY 3 When you are finished changing line button numbers press F8 labeled Enter Data to enter the data simultaneously You can assign some of the exception thresholds at the same time you assign external alerts to the exceptions The prompts for Calls Waiting Oldest Call Avg Speed Ans and All Lines Busy provide two fields separated by a character for each split or line group For example OLDEST CALL ON OFF s a 1 _ _2 _ _33_ _4 _ _5 _ _6 _ To enter threshold values and assign alerts at the same time proceed as follows 1 For the first portion of the prompt ON OFF type ON or OFF to set the threshold on or off Press F6_ to keep the current value 2 To activate an exception enter a threshold value into the first field left of slash 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 for each split or group an alert number 1 4 NOTE Alerts cannot be assigned if a thr
231. r 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 1 press both of these keys simultaneously to print a screen These typefaces are used to distinguish information you type from information that appears on your PC screen This ita ic typeface represents information that you type on the PC screen This bold typeface represents information that the system displays such as prompts This italic typeface represents a MERLIN II system response In some instances prompts that take up only one line on the display are represented in the text on two lines How to Use the CMS Documents 1 3 Overview The Call Management System for the MERLIN II Communications System with Feature Module 2 is a powerful tool for managing your incoming calls With CMS you can handle calls efficiently distribute the workload equally among your agents and collect data on call traffic and call handling performance This section includes information that is basic to understanding CMS and using this manual effectively It is organized as follows e Key Concepts explains important CMS terms e 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 ma
232. raflow status Current Status of Agents and of Waiting Calls 3 Number of agents on ACD calls available to take calls in the after call work logged out or night state Out or on other than ACD Oth calls 4 Number of calls now waiting and length of time the oldest call has been waiting Record of Calls Received during Current How 5 Number of abandoned calls and average length of time these calls spent in system 6 Number of calls intraflowed into and out of each split 7 Number of ACD calls handled average talk time and average speed of answer 8 Service level percentage of calls answered within your service level limit Using the Split Status Screens With the Split Status screens you can get a detailed picture of the activities of each agent in each split For instance you can see how many calls each agent has answered and the average time an agent spends on a call The same data are collected for each split Each Split Status screen contains one split s data Pressing F6 labeled Split Status from any other status screen prompts you to enter the split number for the Split Status screen you want to see A typical Split Status screen appears below Bon Voyage Travel DAY CMSIIR2 4 03p 06 02 SPLIT STATUS INFORMATION SPLIT 1 PERS SPLIT STATUS i ACD Calls p Other r Waiting 4 Pos ID Status Num AvgTlk AvgACW Xfr Rfusd Num AvgTlk Split Num Old 16 TOM LoggedOut 0 00 0 00 oO 0 0 00 1PE
233. rations 4 19 Renaming a Shift Configuration To name or rename a configuration press F3_ labeled Rename Config on the Stored Shift Configurations screen Configuration names can contain as many as 10 letters numbers or special characters Spaces are not allowed so you may want to use underscores instead Prompt RENAME CONFIGURATION Config _ New Name _ Action 1 Enter the configuration number 1 through 6 2 Enter the new name up to 10 letters numbers or special characters 3 Press F8 labeled Enter Data Selecting a Startup 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 calls Press F4 labeled Choose Startup on the Stored Shift Configurations screen to choose this activity Prompt CHOOSE STARTUP CONFIGURATION Enter for none Config _ Action 1 Enter the number of the configuration you want to use as the startup configuration or enter a hyphen if you do not want a startup configuration 2 Press F8 labeled Enter Data The words startup default appear next to the configuration you selected 4 20 Building or Editing Shift Configurations Assigning Agent IDs USING THE AGENT DIRECTORY SCREEN The first step in administering agents is creating a master
234. re period specified when the report was generated A typical Cumulative Agent Split Summary appears below Bon Voyage Travel CUMULATIVE AGENT SPLIT SUMMARY SPLIT 2 CHART Period 06 10 88 06 13 88 Deena ae 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 Time Staffed bakerson tom 243 206 0 00 2 06 3 0 21 3 9 claren clifford 376 1 32 0 00 132 21 3 38 A Ls weiss debra 18 0 35 0 00 0 35 3 6 25 253 1 31 5hr Split 2 Totals 637 143 0 00 143 27 9 84 9 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 MANAGEMENT SYSTEM FOR MERLIN r II CS Date Printed 06 13 88 Time Printed 6 09p DAILY SPLIT SUMMARY This report shows the statistics for a particular split by hour and summarized for 24 hours Time spent in logout state is not recorded During Night Service only data on other calls are recorded in the Daily Split Report You can use this report to e Compare the performance of splits that answer similar calls Pinpoint peak calling hours for each split and staff the splits accordingly e See if the splits are reaching your target service level Types of CMS Reports 7 5 TIME ACD CALLS 7 6 Types of CMS Reports
235. red Shift Configurations screen do the following Press the function key for the activity you want to perform Perform the activity using the instructions on the following pages Press F8 labeled Admin Menu to return to the Admin Menu when you are through administering configurations 4 6 Building or Editing Shift Configurations Editing a Shift Configuration BUILD OR EDIT A SHIFT CONFIGURATION This section describes how to build a new shift configuration or change an existing one Your CMS will not manage calls while you are using these procedures To edit an active shift configuration follow the instructions in Dynamic Reconfiguration in Section 5 Building a shift configuration involves these activities e Assigning agents to splits e Administering call flow assigning main and secondary splits administering intraflow and if you want designating All Ring operation for some splits e Administering line group options Answer Delay the number of seconds a call rings before CMS answers it Force Delay forces all calls in the line group to hear the entire recorded message before being connected to an agent and Auto ACW the number of seconds after a completed call that an agent is automatically in the after call work state Before you can create or change a shift configuration you have to identify our lines and line groups using the procedures under the heading Administering Lines and Line Group
236. reen to make sure you moved the agent as 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 the first split and add the agent to the second split with a different ID If the Agent Directory screen does not already have several IDs for that agent use the New Agent function key to add the agent with a different ID For example an agent named Bill might have the ID BILL1 whenever he works in split 1 and BILL3 whenever he works in split 3 If you use a separate ID for each split in which he works complete data will be collected for Bill as he is moved from split to split F4 Replace Agent Use this function key to substitute agents at a particular position and split This is equivalent to removing one agent and adding another agent to the same position and split The second agent is placed automatically in the logged out state Prompt REPLACE AGENT Pos _ New Agent ID Action 1 Enter the position number of the agent to be removed 2 Enter the ID of the new agent 3 Press F8 labeled Enter Data F5_ New Agent Use this function key to add a new agent one who is not lis
237. rompt If agent is currently on a call the new status takes effect as soon as the call is completed Announcing Availability for CMS Calls 6 13 Using MERLIN II System Features with CMS ANSWERING CMS CALLS THE MEANING OF THE VOICE TERMINAL LIGHTS 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 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 e They will receive CMS calls only if the light next to the button labeled Available is on e 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
238. rompt and enter data Cancel a prompt including any data you may have already entered in any field LE5 Previous Field 6 Next Field f Move to the beginning of the the shift key and the tab key previous field both at once the tab key Move to the beginning of the next field gt the right arrow key on the numeric keypad lt the left arrow key on the numeric keypad LE8 Enter Data ENTERING DATA Move one character to the right Does not work in a blank field lt the backspace key Move one character to the left Does not work in a blank field lI the return key Indicate you have finished your response Follow these guidelines when completing the fields in a prompt You may use uppercase or lowercase letters e Some field entries can be numbers or special characters e Spaces are not allowed use underscores To get an underscores press the shift key 1 and then press the hyphen and underscores key in the top row of the keyboard e Press F8 labeled Enter Data or __ PC to process the data you have entered e Your PC beeps and displays an error message if you skip a required field in a prompt and press F8 or 1 Quick Reference Guide to Entering and Editing Data 10 3 EDITING DATA USING THE HELP SCREENS Follow the instructions in the table below to change entries Change a character in a field Add characters at
239. rompt does not appear on your screen type a and press 1 The A gt prompt should then appear on your screen Insert the duplicate copy of the CMS software into drive A If using the 5 1 4 inch floppies use the diskette you ve labeled 1 of 2 Type cmsinstall and then press The following message appears in the upper portion of the screen Call Management System for the MERLIN CS Installation Procedure This message remains on the screen throughout 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 can continue the installation procedure While the installation procedure is in progress the following message usually appears on your screen Installation Now In Progress Please Wait If you are using the first of the two 5 1 4 inch diskettes and the installation is error free the installation procedure will stop when the first diskette has been completely copied onto the system When this happens the following request for the second diskette will be displayed Insert Floppy 2 Press Enter to Continue Remove the first diskette insert th
240. rovided to allow for easy navigation between configuration and system status displays as well as easy access to the Events Log NOTE 2 After initialization is complete and another menu is selected the system menu screen can be used to select configurations review system sfatus screens print reports and exit call management Map of Screens for Call Management 10 7 Overview This glossary defines these sets of expressions used in CMS e CMS Terms Defines key terms used in this manual to describe the setup and operation of CMS The list includes MERLIN II system terminology e CMS Status Screens Explains the terms used to identify the various statistics presented in the System Status Split Status and Line Status screens e 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 CMS Terms G 2 CMS Terms Key words and phrases used in CMS are defined below Abandoned Call Abandoned Call Threshold ACD Automatic Call Distributor ACD Call ACW after call work State Agent Position Agent Split Alert All Ring Operation Answer Delay A call that comes into CMS but is disconnected by the caller before being serviced by an agent The minimum number of seconds an agent must be connected to a call for it to be considered a serviced call Calls that
241. rp Nein Sec Flow A 1 3 On B 1 3 On C 2 4 On D 3 Off F10 Hel Change F SSE F EN F Selina F NLE FS mAgt Stat 4 Log keptatus 6 JCIVES 7 JACOLE S The numbers in the following list are keyed to the circled 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 average talk time per call and average length of time spent in the after call work state 4 Number of ACD calls transferrd by the agent and calls refused during this hour 5 Number of Other not ACD calls and average talk time per call during this hour Agent Summary Line 6 Number of agents currently available out of total number of agents active in split 7 Total number of calls answered during this hour average talk time per call and average time spent in the after call work state 8 Total number of ACD calls transferred by agents in the split and calls refused during this hour 9 Total number of other than CMS calls during this hour and average talk time per call Monitoring Call Management 5 21 SPLIT STATUS CALL FLOW 10 Number of calls waiting in each split an
242. rrives Possible cause Corrective action Lines not set to No Ring Set lines to No Ring Agent Problems 9 21 Managing Calls if CMS is Disabled WHAT YOU SHOULD HAVE WHAT YOU SHOULD KNOW WHAT YOU SHOULD DO If CMS becomes disabled you and your agents must answer and distribute calls using MERLIN II system features until the problem is solved and CMS resumes managing calls The following information assumes that you the supervisor will act as the administrator attendant for your CMS lines until CMS is running again If you designate someone else to be the administrator attendant give these pages to that person To properly monitor CMS calls and act as attendant when necessary you should have a MERLIN II System Display Console Your voice terminal must be plugged into one of the attendant jacks on the MERLIN II system control unit The attendant jacks are the ones marked ATT on the Station Jacks section of your MERLIN II system Master Planning Form If you can t find the Master Planning Form see the information under the heading Attendant Positions in Complete the System Configuration Form in Section 2 Planning the System of the MERLIN II Communications System with Feature Module 2 Installation and Administration Manual Your voice terminal must also be designated an attendant console This requires a MERLIN II system administration procedure described under the heading Designate At
243. rst rings If calls already 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 e How long do you want your customers to wait for an agent in the main split if there are agents available in your secondary split Remember the waiting time starts as soon as the call begins ringing Answering this question helps determine a reasonable intraflow threshold for the main split e If your secondary split serves as a main split for another line group you may not want that split to accept intraflowed calls if it is busy with its own calls The secondary split s intraflow threshold determines how long its own calls may wait before the split refuses to accept intraflowed calls If a secondary split is not a main split as well you don t need to set a threshold for that split Pressing 3 labeled Call Flow on the Configuration screen selects the Configure Call Flow screen shown below All Ring operation can also be administered from this screen 4 14 Building or Editing Shift Configurations Bon Voyage Travel ADMIN CMSIIR2 10 49a 06 13 AGENT SPLITS LINE GROUP OPTIONS m gent pA sentey Num Answer Force Auto Spilt Pos ID S
244. rts This report provides hour by hour data for a given line group The report shows entries for each hour that the CMS is in either Day or Night Service mode during the 24hour period the report covers Time ACD CALLS Calls Offered Night ACD CALLS Calls Offered Day ACD CALLS Num Calls Aband ACD CALLS Num Calls Handled ACD CALLS Hold Time Avg ACD CALLS Hold Time Total XFR CALLS Num Xfr Calls XFR CALLS Hold Time Avg The start time of the data collection hour The number of ACD calls which seized the lines of the line group during the given hour while the CMS was in Night Service The figure does not include calls answered by nonagents The number of ACD calls which seized the lines of the line group during the given hour while the CMS was in Day Service This total should be equal to sum of the Num Calls Aband and the Num Calls Handled below The figure does not include calls answered by nonagents The number of incoming calls to the line group which were abandoned while the CMS was in Day Service The number 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 seizur
245. s 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 in the MERLIN Communications System Planning Guide for the Call Management System to see how you planned to assign your splits to your line groups To build or edit a shift configuration follow these steps 1 Press F1 labeled Select Config on the Stored Shift Configurations screen 2 Respond to the prompt SELECT CONFIGURATION Config _ by entering a configuration number 1 through 6 3 Press F8 labeled Enter Data The Configuration screen appears with the shift configuration you selected The example that follows shows how the Configuration screen looks when a configuration that has already been built is selected Building or Editing Shift Configurations 4 7 Bon Voyage Travel ADMIN CMSIIR2 11 00a 06 01 AGENT SPLITS LINE GROUP OPTIONS f pA sent Agent Num Answer Force Auto Split Pos ID Split Pos ID Group Lines Delay Delay ACW 1 PERS 16 TOM 3 CORP 37 IKE PUBLIC 4 5s On 17 CLIFF 39 TINA SPECL 3 5s Off 19 ERNIE 49 DIANA CHART 6 5s 21 DEB 4 SUPPT 42 RON CORP 2 5s On 23 BOB 43 NANCY 24 SHERM 25 WALT CALL FLOW 2 CHART BEN Flow All 28 SAM pS plite 4aIntra Spl Thresh Ring 29 NORM Grp Main Sec Flow 1 10s 31 DI A 1 3 2 5s 32 CARLA B 1 3 30s 33 BJ C 2 4 30s 35 MAX D 3 30s 30s Configuration 1 DAILY F10
246. s abandoned calls e Flow Out The total number of calls intraflowed out of this split and answered by agents in another split The number excludes abandoned calls OTHER CALLS ADDITIONAL DATA FOR DAILY CALLS CUMULATIVE SPLIT REPORT BY DAY e Avg Talk Time The average amount of time agents spent connected to each ACD call The summary line displays the average amount of time per call not per agent e Avg After Call The average amount of time agents spent in the after call work state per call e Num Xfr Calls The number of ACD calls transferred by agents within a given hour with a total for the day These include outgoing calls incoming calls not associated with ACD work intercom calls and transferred calls from other stations e Num Other Calls The total number of other than ACD calls completed by all agents in the split during a given hour e Avg Talk Other The average amount of time spent on other calls Avg Num Pos The average number of agent positions staffed during the hour ACD Time The percentage of time agents spent on CMS related work that is their talk time on ACD calls and their after call work time e 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 t
247. s and not doing work associated with CMS Agents are logged out when the lights next to Available and ACW are off This signals the system that the agent is not available for CMS calls When the agent is available for CMS calls again 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 e If they want to enter the logged out state they can turn off the light next to the Available button by touching Available e If they want to enter the after call work state they simply turn on the light next to the ACW button by touching ACW The light next to Available automatically turns off An agent can announce unavailability when he or she is finishing paperwork connected with the previous CMS call by turning on the light next to ACW e When the agent has completed the after call work and is available for CMS calls again he or she should touch Available so that the light next to that button goes on If the light next to ACW is on the light next to that button goes off when the agent touches Available e If agents want to enter the logged out state they can turn off the light next to the ACW button by touching ACW Making Agents Available for CMS Calls 5 13
248. s turns on the light next to the Available button and signals CMS that they are ready to receive calls If administered the Auto ACW feature begins working after 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 screen are 1 Config Screen Use this function key to select the Configuration screen which displays the current shift configuration From this screen you can change the configuration while it is managing calls For instance you may want to replace an agent who is absent For more information see Dynamic Reconfiguration in this section F3 System Status Use this function key to select the System Status screen the home screen of the running CMS It summarizes the activity in each agent split and line group For information on interpreting this screen see Using the System Status Screen E5 Reports Use this function key to select the Report Menu screen You can select reports from the Report Menu and print them out This screen is accessible even while CMS is managing calls For more information see 8 Exit Use this function key to
249. sfer to Split feature either you as the CMS supervisor or the MERLIN II system administrator must assign a ghost voice terminal for each split that needs to use these features The ghost voice terminal should be assigned a valid and unused 2 digit intercom 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 programmed for the ghost voice terminal If a problem occurs the agent may need to contact you for help The agent can have either a Manual Signaling or an Auto Intercom button for that purpose An agent may also want to have an Auto Intercom button for a co worker in the MERLIN II system or for another split NOTE An agent cannot have both a Manual Signaling and an Auto Intercom button for the same person Auto Intercom Buttons An auto intercom button allows a person to touch a programmed button to call someone within the MERLIN II system An agent will probably need two types of Auto Intercom buttons e An Auto Intercom button for the supervisor or a co worker An agent can contact you or another co worker with a Manual Signaling or an Auto Intercom button When the agent needs
250. stance the All Lines Busy exception notifies you when all lines in a line group have been busy more than a certain number of seconds An alert may be triggered for any or all of the following exceptions e Number of Calls Waiting e Oldest Call Waiting e Average Speed of Answer e All Lines Busy An alert can be assigned to one or more splits or groups for one or more of these exceptions If a single external alert is assigned to more than one exception the alert will be activated as long as at least one exception is triggered Pressing F4 labeled Assign Alert from the Exception Settings screen selects the Exception Alerts prompt shown below Bon Voyage Travel ADMIN CMSIIRZ 11 29a 06 13 EXCEPTION SETTINGS r Split Line Group Exception On Off 1 A 2 B 3 C 4 D 5 6 AGENTS Talk Time gt xxx sec Off s After Call Work gt xxx min Off Agent Logout ACW gt xxx min Off Refused Call Off SPLITS Abandon Calls gt xx Off Calls Waiting gt xx Off Oldest Call Wait gt xxx sec Off Avg Speed Answer gt xxx sec Off LINE GROUPS All Lines Busy gt xxx sec Off Line Hold Time gt xx min Off Line Hold Time lt xx sec Off ALERTS Alert Line Button Numbers ALERT LINE BUTTON NUMBER 1 29 2 30 3 31 4 32 F Ofiar FUMOS F AEROS F Sg IEP rompt 5 EKAR 6 RALI 8 DERT Notice the Alert Line Button Number prompt near the bottom of the Exceptions Setting screen In this example the first alert
251. ster You can also use this report to see how effectively dynamic reconfiguration was used during each shift If many exceptions are listed for a single shift the exception thresholds may be set too low or the information from the status screens may not have been used effectively Types of CMS Reports 7 15 How to Generate Reports You can select and print MIS reports whether or not CMS is managing calls You can print the reports individually or you can choose to print all the reports except the Events Log Report at once The Events Log Report must be printed separately If you have trouble with your printer refer to Printer Problems in Section 9 Troubleshooting GENERATE A REPORT To generate a report follow these steps 1 Press F5_ labeled Print Reports on the SYSTEM MENU or the CMS MAIN MENU or even the INITIALIZATION 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 amp F3 Fo Print Events Log Report F8 Exit Reports Menu Turn on Printer and Align Paper When Rdy Select a Lbled Func Key F10 Hel F ESKAS F Selina F MDE CcEg FESE Events F 1 Mu eA 2 la 3 LERLA 4 Log Rept 8 3 2 To get the printer ready a Turn on the printer b Press the Ready button The Ready li
252. 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 listed in the leftmost column Each data line summarizes that hour s activity overall the days specified For example if you specified a Cumulative Split Report by Hour for July 2 through July 10 the hours in a day when CMS was active would be in the leftmost column and all the activity in a given hour for July 2 through July 10 would be summarized The 10 o clock period would list data for all the calls from July 2 through July 10 that were completed during the 10 o clock period A typical Cumulative Split Report by Hour appears below Bon Voyage Travel CUMULATIVE SPLIT REPORT BY HOUR SPLIT 2 CHART Period 07 11 88 07 14 88 ACD CALLS OTHER CALLS Avg Num Num Avg Avg Num Num Avg Avg Speed Calls ACD Flow Flow Talk After Xfr Other Talk Num ACD Serv Hour Ans Aband Calls In Out Time Call Calls Calls Other Pos Time Levl 23 100 23 100 21 98 0 1 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 jai N D GO O Ga O OGG a G G a O G aa a Oa S D O 9 CO 3 a a aG ns aa G Ss a a a ED a a SS Ss a SS
253. tatus screen This screen is considered the home screen during call management It summarizes the activity in each line group and split e Split Status screens You can view a Split Status screen for each split This screen describes the activity of each agent in a particular split and summarizes the activity for the entire split e Line Status screen This screen summarizes the activity for each line and line group This screen lists the 19 most recent exception messages and system problems and the time they occurred By monitoring the status screens you can discover problems as they occur and correct them through dynamic reconfiguration See To print a copy of any screen press f 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 you can perform the following checks e Make sure the printer is plugged in and turned on The Ready light should be on e Make sure there is paper in the printer and that it is aligned properly and not jammed e Press the Form Feed button on the printer to make sure the paper feeds properly e Turn to Printer Problems in Section 9 Troubleshooting for more information about troubleshootin
254. ted as follows PROMPTS Prompt The CMS prompt on your screen appears here in a special typeface For instance SELECT CONFIGURATION Config _ Using Your PC with CMS 3 11 MOVING THE CURSOR ENTERING DATA 3 12 Using Your PC with CMS Action Your instructions for entering data in response to the prompt appear here For instance 1 Enter a configuration number 2 Press 8 labeled Enter Data Many CMS prompts contain several empty fields as in the following example ADD AGENT Last Name First ID When a prompt appears the cursor is positioned at the beginning of the first field Use these keys to move the cursor within a prompt Press To move 5 labeled Previous Field or SHIFT SJ both keys at once E6 labeled Next Field on your screen or gt the tab key To the beginning of the previous field To the beginning of the next field _ the right arrow key located on the numeric keypad on your keyboard lt the backspace key or lt the left arrow key on the numeric keypad one character to the right This key does not work in a blank field One character to the left This key does not work in a blank field 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 entr
255. ted in the Agent Directory to the current configuration Agents added using the Configure Splits screen are simultaneously added to the Agent Directory When new agents are added to a split they are placed automatically in the logged out state Prompt NEW AGENT Last Name First ID Pos _ Split Action 1 Make entries in each of 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 MERLIN II system intercom number Split a number from 1 through 6 2 Press F8 labeled Enter Data after your last entry F6 Change Split ID Use this function key to assign or change a split ID Prompt CHANGE SPLIT ID Split _ New Split ID Action 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 LE7 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 look up an agent s ID in order to add the agent to a split You can also edit the Agent Directory Press F7 labeled Config Splits to return to the Configure Splits screen Changing Answer Delay F
256. temporary queue e All ACD calls connected to agents in progress calls are considered completed for the purpose of report statistics at the time of the request to select a new configuration The new configuration is activated as follows e Calls currently connected to agents are credited as other calls in the split in the new configuration e Calls in the temporary queue are assigned to the appropriate queues according to their order of arrival e New calls are handled normally 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 2 Save Config Use this function key to save any changes you made in the current configuration If you don t save the changes they will be lost when you stop managing calls with that configuration You can save the edited configuration under a previously unused configuration number or store it in place of another configuration Prompt SAVE CONFIGURATION Into Config _ Action 1 Press 8 labeled Enter Data to save the edited configuration under the same configuration name and number as the original in other words to replace the original with the edited copy or Enter an unused configuration number and press 8 labeled Enter Data
257. tendant Positions in Step 3 Perform Basic Administration in Section 4 Administering the System of the MERLIN II 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 button with lights for each CMS line and agent First you have to know how your MERLIN II system is configured This information is found on the MERLIN II System Configuration Form and the Master Planning Form If you have difficulty finding the information you need ask the MERLIN II system administrator for help You and your agents also need to know the meaning of the lights next to the buttons on your voice terminals See the information on voice terminal lights under the heading Using MERLIN II System Features with CMS in Section 6 Handling CMS Calls The CMS lines in your MERLIN II system are set either to square to pooled with button access to line pools or to pooled with dial access to line pools What you do to manage calls differs somewhat depending on how your system is configured If you don t know how the lines in your system are configured see your MERLIN II System Configuration Form or ask t
258. the activity in each split and line group For more information see Using the System Status Screen earlier in this section Reconfiguring Splits Pressing F1 labeled Splits from the Configuration screen selects the Configure Splits screen shown below It looks similar to the Configuration screen except a box appears around the Agent Splits portion of the screen and the function keys are relabeled Use this screen to reassign add or remove agents in the current configuration Bon Voyage Travel DAY CMSIIR2 8 33a 06 03 r Agent Agente Num Answer Force Auto Split Pos Split Pos ID Group Lines Delay Delay ACW 1 PERS 16 3 CORP 37 IKE PUBLIC 4 5s On 5s 17 39 TINA SPECL 3 5s Off 10s 19 40 DIANA CHART 6 5s Off 5s 21 4 SUPPT 42 RON CORP 2 5s On 5s 23 43 NANCY 24 5 6 2 CHART 27 Flow All 28 poSpliteyIintra Spl Thresh Ring 29 Grp Main Sec Flow 10s Off 31 A 1 3 On 5s Off 32 B 1 3 On 30s Off 33 c 2 4 On 30s Off 35 D 3 30s Off 30s Off Configuration F10 Help F EEL maRemove F Move F eveeee FOGUS F uea F niea F AEs 1 EuS 2 s Agent 4 aA Agent 6 JAMPE 7 JAECN A To reconfigure splits press the function key for the activity you want to perform and follow the instructions F1 Add Agent Use this function key to assign an agent listed on the Agent Directory screen to a position and split in the current configuration When you add agents they are automatically placed in the logged out state They
259. the administration screens 5 Supervising CMS This section discusses the administrator s responsibilities with regard to CMS such as setting up the attendant console From the information in this section you ll also learn how to activate a configuration monitor system status and dynamically reconfigure the system Dynamic reconfiguration involves changing the configuration that is currently being used to manage calls for example moving an agent from one split to another A menu map shows you the screens you ll be using 1 2 How to Use the CMS Documents 6 Handling CMS Calls This section helps you make decisions about which size voice terminal your agents need and which features they ll use to handle CMS calls It also includes information on programming and using these features 7 Generating Reports This section describes the types of reports available from CMS and how to select and print these reports 8 Archiving Data The information in this section tells you how to archive historical data on floppy diskettes for storage and analysis 9 Troubleshooting This section helps you identify system problems quickly and tells you how to correct them 10 Quick Reference Guides The guides that make up this section provide easy access to frequently used procedures and information Glossary The Glossary defines CMS terms and describes how CMS statistics are calculated The index provides page references fo
260. the end of an entry Insert characters in an entry Replace a long entry with a shorter one Move the cursor to the incorrect character and type another character over it Press gt after the last character and type additional characters Move the cursor to the first character you want to change and retype the entire entry from that character You cannot use Insert to insert a character 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 ot Move the cursor to s Mt Type e Press the space bar The letters eph disappear For more information about any screen or prompt appearing on the monitor press F10 labeled Help A help screen that describes the screen or the prompt will appear To exit a help screen and return to your previous place press any key If you press a function key to exit a help screen you will exit help and then perform the function of that particular function key 10 4 Quick Reference Guide to Entering and Editing Data Quick Reference Guide to Dynamic Reconfiguration This guide shows what screens to select if you want to activate a different configuration or make changes in the current configuration While CMS is running you can e Reconfigure age
261. tical to the Avg Talk Time total in the Daily Split Report CMS Reports G 15 G 16 CMS Reports ACD CALLS Avg After Call ACD CALLS Avg Work Time ACD CALLS Num Xfr Calls ACD CALLS Num Rfusd Calls OTHER Num Other Calls OTHER Avg Talk Other ACD Time Total Time Staffed The average amount of time in minutes and seconds the agent spent in the after call work state The average does not include any time spent on the phone during an after call work state The figure in the totals line under this column should be identical to the Avg After Call total in the Daily Split Report The average amount of time spent on ACD related work the sum of Avg Talk Time and Avg After Call time The number of ACD calls transferred by an agent The number of ACD calls refused by an agent The number of calls not 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 figure in the totals line under this column should be identical to the Avg Talk Other total in the Daily Split Report The percentage of time the agent spent on ACD related work on CMS calls and in the a
262. tinely make a backup copy of your shift configurations you will have a current version to use if you need to restore your system after a problem You should also copy the system tables at the same time you copy the shift configurations The system tables contain the agent directory and line assignments CMS needs to interpret the shift configurations NOTE If you plan to archive your historical data you should copy the system tables each time you make a change in your shift configurations That way you will have the correct system tables to interpret each day s historical data Both the shift configurations and system tables will fit on one floppy diskette To make a backup copy of your shift configurations and system tables follow these steps 1 Insert the diskette labeled CMS Duplicate Copy into disk drive A Instructions for making a duplicate copy are found in 6300 WGS and CMS At the C gt 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 first command below C gt cd cms C gt cd cmsmgmt To get into the cmsmgmt directory on the floppy diskette type the following commands Press __ After each command C gt a A gt cd ems A gt cd cmsmgmt To copy all your shift configurations from the hard disk onto th
263. tion 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 on the MERLIN II System control unit either directly or through building wiring CMS will support up to four external wall mountable visual alerts connected to one control unit Each alert must be clearly marked as to whether it is alert number 1 2 3 or 4 During MERLIN II system administration the alerts must be assigned to lines that are not assigned to CMS During CMS Administration the alerts must be assigned to the line button numbers that correspond to the outside lines to which the alerts are connected IMPORTANT The line ports for the external alerts must first be assigned during MERLIN II System administration at intercom 10 by the MERLIN II system Display Console The line button numbers for the external alerts must correspond to those line ports and the alerts must be connected to those line ports If a line port is not properly associated with the alert you assign during CMS administration the alert will not light up when an exception threshold has been met or exceeded Selecting Exceptions 4 33 4 34 Selecting Exceptions External exception alerts provide a signal that alerts you to unusual or undesirable situations affecting splits or line groups For in
264. 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 8 labeled Enter Data after the last field Exception Split X Abandoned Calls gt XX 2 Calls Waiting Number of Calls Waiting The calls waiting exception refers to the number of calls on hold and waiting to be connected to agents as well as calls in the main split that are eligible for intraflow to the secondary split If you turn on this exception CMS notifies you when the number of calls waiting in a split meets or exceeds the threshold you set for that split The maximum number of calls that can be waiting for a split is equal to the number of lines assigned to that split You can assign an external alert to this exception Prompt CALLS WAITING ON OFF a 1 _ _2 _ _3 _ _4 _ 5 _ _6 _ _ Action 1 Type on or off Press F6 labeled Next Field to keep the current value 2 If you want to enter threshold values enter numbers before the slash that are less than or equal to the number of lines assigned to each split 1 99 If you do not want to activate this exception for a particular split type a hyphen Selecting Exceptions 4 41 4 42 Selecting Exceptions 3 If you wish to assign an alert to this exception enter an alert number in the field to the right of the slash If not enter a hyphen 4 Press F8 labeled
265. 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 light up when thresholds set by the administrator are exceeded The line jacks used for alerts are in addition to the maximum of 28 lines that can be assigned to CMS For example if all 28 outside lines were assigned the line button numbers for four alerts would be 29 30 31 and 32 Do not use flexible numbering with CMS If you are going to use flexible numbering with non CMS portions of your MERLIN II system do not press 1nitSp initialize space when administering the MERLIN II system Instead use block or single renumbering For more information see Perform Flexible Numbering in Section 4 of the MERLIN II System Installation and Administration Manual Key Facts and Considerations 2 9 Overview UPGRADE INFORMATION If you are already familiar with this information from reading the MERLIN II Communications System Installation and Getting Started Guide for the Call Management System skip over this section of the manual and continue with Section 4 Administering CMS The personal computer is an integral part of CMS Two types of personal computers work with CMS The 6300 WGS Work Group Station and the PC 6300 By using the CMS menus and screens and enteri
266. total in the Daily Agent Split Summary The average time in minutes and seconds agents spent in the primary after call work state for each ACD call during a given hour The average includes time only for completed ACW sessions following completed ACD calls The 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 service The figure in the totals line under this column should be identical to the Num Other Calls total in the Daily Agent Split Summary The average amount of time in minutes and seconds spent on calls not related to CMS work by agents in the split during a given hour The total includes data from both Day and Night service The figure in the totals line under this column should be identical to the Avg Talk Other total in the Daily Agent Split Summary The average number of agent positions to the nearest tenth of an agent staffed during a given hour The average is determined by dividing the total amount of time all agents in the split are logged in by 60 minutes ACD Time The percentage of time agents spent on ACD related work on CMS calls and in the aft
267. 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 in a line group such as 800 numbers that you pay for or a line for special customers you can assign priority status to those lines Remember though that true priority decreases in proportion to the number of lines to which you assign it Pressing F3 _ labeled Lines Groups on the Administration Menu screen selects the Administer Lines and Line Groups screen Use the following screen to do any of the following Identify the MERLIN II system lines that are part of CMS Identify priority lines lines that are answered first e Assign lines to line groups Change line IDs e Assign or change line group IDs 4 24 Administering Lines and Line Groups ADMINISTER LINES AND GROUPS Bon Voyage Travel ADMIN _CMSIIR2 10 57a 06 13 A Lire ls Line _ 1 Group Btn ID Priority Group Btn ID Priority A PUBLIC 1 1816 D CORP 15 0918 2 1808 3 1818 4 5 D CORP F10 Hel F ARI F EA WA F MEULES F ELCEE F EELEE FO 1 Bie 2 Line 3 ine 4 riority gt SLEME M croup ID 8 To administer lines and groups do as follows e Keep your CMS Planning forms and your MERLIN II System Configuration Form handy They list your voice termi
268. u receive is SYSERR Possible Help File Damage Reinstall CMS you will not be able to use the Help screens but CMS is probably still managing calls correctly WHAT TO DO If you receive a SYSERR message on a Status screen or on the Events Log screen try the following if CMS is still managing calls Study the CMS screens to determine if CMS is still managing calls correctly If you are not sure call one of your CMS lines e Does the System Status screen add your call to the Call Waiting column soon after you hear ringing e Is your call answered by an agent in the appropriate split e Does the System Status screen show an agent s status 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 1 Prt Sc 1 If CMS has stopped managing calls Try to view the Events Log screen to see what sequence of error messages was generated 2 Reboot the PC by pressing the reset button below the disk drives on the front of the PC or by turning the PC off and then on again 3 Try to restart CMS e If CMS restarts check to see if it is managing calls correctly e If CMS is managing calls correctly check CMS periodically for a reoccurrence of the problem 4 If CMS does not restart or if you get the sa
269. u want all of the lines to have line button appearances use only line 1 through 32 Do not mix CMS line or line pool assignments in with non CMS line or line pool assignments The line assignments for the CMS PC and the order in which they are assigned at both CU1 and CU2 attendant ports must be exactly the same Do not mix CMS lines covered by different splits in the same pool STATION ASSIGNMENTS LINE GROUP AND AGENT SPLIT CONSIDERATIONS EXTERNAL ALERTS OTHER CONSIDERATIONS All CMS lines must have the MERLIN II system ringing option feature set for No Ring at the main attendant console Each line of a line group assigned to an agent must be assigned to the agent s voice terminal CMS agent stations can be assigned any block of stations on the MERLIN II system from 10 through 69 Keep in mind that only 28 stations can be operational at one time CMS uses only the default intercom numbers assigned to the MERLIN II system 10 through 69 CMS can have up to six shift configurations Each shift configuration can have up to four line groups and up to six agent splits Each line group may have one and only one main split assigned to it Line groups do not require secondary splits An agent split may be designated the main split for one more than one or all line 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
270. up s A D with no lines and at least one agent split e If you want to assign lines to an empty line group you have to exit call management and follow the instructions in in Section 4 e If you want to reassign an agent split from an empty line group follow the instructions in in Section 5 when call management begins WARNING One or More Main or Secondary Splits Has No Agent Effect on Call Management If both the main and secondary splits assigned to a line group have no agents calls coming in on that group of lines will not be answered If the main split has agents but the secondary split does not calls coming in on that group of lines cannot be intraflowed If the main split has no agents but the secondary split does and if intraflow is on calls coming in on that group of lines will go to the secondary split as soon as the intraflow threshold is exceeded Possible cause Corrective action You have at least one From the Initialization screen empty split assigned to 1 Press F1 to get the Configuration screen at least one line group 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 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 assi
271. 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 put it in the PC you will use with the new system You can use the same the voice announcement unit with the new CMS that you were using with your earlier version of CMS You should however use the AT amp T 473 printer The instructions in this manual refer to the 6300 WGS keyboard However the function tab shift cursor directional backspace and enter keys function the same way on the PC 6300 keyboard Only the key locations are different for each keyboard You can find keyboard illustrations in the Quick Reference Guide to Your PC Keyboard in of this manual You may want to make a copy the Quick Reference Guide to Your PC Keyboard and keep it handy Duplicating the CMS Diskette Duplicate To protect your original CMS diskettes from damage or wear make duplicates on the blank diskettes packaged with your software Then you can store the originals in a safe place in case you need them later You ll need the following to make the duplicate e Your PC e The original CMS diskettes labeled Call Management System for the MERLIN II CS and stored in the cardboard sleeve at the back of the manual Th
272. utton 6 18 Using MERLIN II System Features with CMS USING A COVER BUTTON ANSWERING CALLS IN ALL RING OPERATION Transferring Calls with Voice Announcement An agent can announce a call before transferring it by following this procedure 1 Touch Transfer 2 Touch Intercom Voice 3 Touch the Auto Intercom button or dial the intercom number of the person to whom the call is to be transferred If the agent has a Manual Signaling button for the person he or she can touch Intercom Voice and then touch the Manual Signaling button 4 Announce the call through the handset 5 Hang up To allow agents in other splits to transfer calls program a Cover button for the ghost voice terminal designated for the split and set it for immediate ring Label the button Cover plus the name of the split such as Cover Sales When an agent transfers a call to another split the call rings at all the voice terminals in the split that have a Cover button for the ghost voice terminal assigned to that split The transferred call rings and the green light next to the Cover button flashes until an agent picks up the call If an agent in the split receiving the transferred call is busy with another call the light beside the Cover button 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
273. w Thus the exception messages can alert the supervisor before too many calls are lost In businesses where the revenue per call is low it may not be economical to have enough lines and agents to handle all calls Exception thresholds could be set high e In a service business agent productivity and cost per call may be important concerns In this situation the length of time an agent spends on a call talk time and in the after call work state may be the most important exceptions to monitor Selecting Exceptions 4 31 Instructions for Selecting Exceptions ADMINISTER EXCEPTIONS 4 32 Selecting Exceptions Pressing F6_ labeled Select Exceptns on the Administration Menu screen selects the Administer Exceptions screen shown below Bon Voyage Travel ADMIN CMSI IR2 11 12a 06 13 Split Line Group Exception On Off 1 A 2 B 3 C 4 D 5 6 AGENTS Talk Time gt xxx sec Off j After Call Work gt xxx min Off 7 E z Agent Logout ACW gt xxx min Off i F z Refused Call Off SPLITS Abandon Calls gt xx Off 7 j 5 7 a Calls Waiting gt xx Off 3 1 f afs Oldest Call Wait gt xxx sec Off 10s 2 af S o als Avg Speed Answer gt xxx sec Off 12s 3 ei z s sia a 2 LINE GROUPS All Lines Busy gt xxx sec Off 58 4 Line Hold Time gt xx min Off 3 Line Hold Time lt xx sec Off ALERTS Alert Line Button Numbers To 29 2 a0 lt 3 31 a a F10_ _
274. wed by the second and third busiest hours 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 Line Group Report By Day can be generated for any consecutive period from 2 to 93 days Most of the column headings are the same as for the Daily Line Group Report However the leftmost column head for this report is Day The days are listed consecutively by date in the leftmost column Each data line matches exactly 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 CALLS CALLS OTHER CALLS Calls Num Num Hold Num Hold Num Hold All Offered Calls Calls Time Xfr Time Other Time Lines Day Night Day Aband Handled Avg Total Calls Avg Total Calls Avg Total Busy 06 10 0 609 0 609 28 43h 0 0 00 Om O 0 00 Om 0 06 11 0 630 0 630 28 44h 0 0 00 Om 0 0 00 Om 0 06 12 0 630 0 630 28 44h O 0 00 Om O 0 00 Om 0 0 1869 0 1869 28 132 0 0 00 Om 0 0 00 Om 0 Busiest days 1 06 11 88 2 06 12 88 3 06 10 88 Note 1 Call statistics are counted in the hour and day in which they compete CALL MAN
275. wers 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 through D 2 Enter the number of the main split 1 through 6 that will answer calls for the line group Leaving the field blank leaves it unchanged 3 Enter a secondary split number or enter a hyphen if you do not want to assign a secondary split for intraflow Leaving the field blank leaves it unchanged 4 Press F8 labeled Enter Data 2 Flow On Off Use this function key to turn intraflow on or off for a particular line group Each line group s intraflow status appears in the Intraflow column of the Call Flow area of the screen Prompt CHANGE INTRAFLOW Line Group Letter _ Action 1 Enter a line group letter A through D 2 Press 8 labeled Enter Data The intraflow designation for that line group automatically changes from Off to On or vice versa 4 16 Building or Editing Shift Configurations 3 Set Thresh Use this function key to set the intraflow threshold for each split This threshold is based on the number of seconds the oldest call has been waiting in a split The initial setting is 30 seconds Prompt SET INTRAFLOW THRESHOLD Split _ Threshold seconds __ _
276. 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 disappear For example to change Joseph to Joe move the cursor to s type e and press SPACE The letters eph disappear You can press F10 on any screen to receive more information about that screen and its prompts To exit a help screen and return to your previous place press any key If you press a function key to exit a help screen you will exit help and then perform the function of that particular function key Using Your PC with CMS 3 13 Overview The starting point for administration is the Administration Menu shown below You can get to it from the CMS Menu and from several other screens Bon Voyage Travel ADMIN CMSIIR2 10 36a 06 13 F1 Build Edit Shift Configurations F2 Build Agent Directory Names and IDs 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 liea F Easela F Gites F Sioa F Solas F Baie 1 Bs 2 DCA 3 IE Options 6 AATE n dmin As the list in the information area of the screen suggests administration involves a variety of tasks A brief explanation follows Building crediting Shift Configurations Assign CMS agents to agent splits a
277. y it to a file called s870419 cms If you copy the system tables file only when a change affecting line agent or split assignments has been made use the date the change became effective For instance if the change was made Monday morning before CMS use Monday s date If the change was made after CMS 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 according to steps 1 and 2 in the previous procedure 2 Type a series of commands in the form copy c dyymmdd cms a where yymmdd is the date on which data were collected For example if you want the historical data file for 04 19 87 you would copy the file d870419 cms To copy 10 days data at a time for instance files from 07 20 86 through 07 29 86 type a command in this format copy c d86072 cms a Erasing Files from the Hard Disk To erase the archived files from the hard disk do as follows Type a series of commands in the form erase c dyymmdd cms where dyymmdd cms is the name of the file to be erased NOTE You can also use the delete command as follows delete c dyymmdd cms in place of erase GENERATING HISTORICAL REPORTS If you have transferred old CMS data from the hard disk onto diskettes you may later want a report or a complete set of reports for a particular date The procedures that follow explain how to copy the
278. 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 alarm on the CMS card comes on and stays on 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 problem occurs data collection stops and all data from the current hour are lost Possible cause Corrective action The PC has failed e Press the reset button below the disk drives on the front of the PC and restart CMS e If you cannot restart the PC see the user s guide that came with your PC PROBLEM Calls coming in on some lines are not being processed properly by CMS Possible cause Corrective action The lines were not To administer the lines follow the instructions properly administered to under the heading Assigning Lines to the the attendant jacks CMS PC Attendants in Step 2 assigned to the PC Administering Your MERLIN II System for CMS in the MERLIN II Comunications System Installation and Getting Started Guide for the call Management System PROBLEM The PC stops restarts and displays the MS DOS prompt cS Effect on Call Management Call management stops but should resume shortly after you restart CMS Effect on
279. ype 18 092 9 02a 07 09 Normal Call Management Shutdown 9 09a 07 09 CMS for MERLIN II CS Version 2 0 Call Management Started 9 10a 07 09 Firmware Version 2 1 Clock Type 18 114 2 38p 07 11 Normal Call Management Shutdown 2 38p 07 11 CMS for MERLIN II CS Version 2 0 Call Management 2 38p 07 11 Firmware Version 2 1 Clock Type 18 136 2 40p 07 11 KK Split 2 Agent SAM Refused Call 2 42p 07 11 Split Agent BEN Refused Call 2 48P 07 11 Split Agent NORM Refused Call 3 01p 07 11 Split Agent MAX Refused Call F10 Hel F BSDE F GEAN F NLE F gt 5 JCIVES 6 Sac 7 JIGA gt You must select the specific exceptions your CMS monitors If you have not selected any exceptions the Events Log screen lists only system errors For an explanation of the exceptions and instructions for administering them see Selecting Exceptions in Section 4 If an exception indicates a problem that needs immediate correction you can do so through dynamic reconfiguration For more information see Dynamic Reconfiguration in this section To access another screen from the Events Log screen press the corresponding function key 5 Line Status 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 earlier in this section F6_ Split Status Press this function key to view a S

AT&T MERLIN II Feature Module 2 User's Manual

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AT&amp;T MERLIN II Feature Module 2 User's Manual

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AT&T MERLIN II Feature Module 2 User's Manual