AT&T Call Management System Instruction manual

Call Management System

for MERLIN LEGEND™ Communications System

Installation and System

Programming Guide

Copyright© 1991 AT&T

All Rights Reserved

Printed in U.S.A.

AT&T 585-214-010

Issue 1

October 1991

Notice

Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change.

Federal Communications Commission (FCC) Interference Notice

This equipment has been tested and found to comply with the limits of a Class A digital device, pursuant to Part 15 of FCC rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference, in which case the user will have to correct the interference at his or her own expense. For additional FCC interference, registration, and repair information, see

the information located at the back of this book.

Trademarks

MERLIN LEGEND and MLX-20L are trademarks of AT&T.

Magic On Hold, MERLIN, AUDIX and SPIRIT are registered trademarks of AT&T.

MS-DOS is a registered trademark of Microsoft Corporation.

Warranty

AT&T provides a limited warranty to this product. Refer to the “Limited Use Software

License Agreement” card provided with this package.

Ordering Information

The order number for this book is 585-214-010. To order additional books, call

1 800 432-6600 in the U.S. and 1 800 255-1242 in Canada. For more information on

how to order this and other system reference materials, see “About This Guide.”

Support Telephone Numbers

AT&T provides a toll-free customer helpline 24 hours a day. In the U.S. call the AT&T

Helpline at 1 800 628-2888 if you need assistance when installing, programming, or using your system. In Canada, call one of the following Technical Assistance Centers for service or technical assistance:

Eastern Canada and Ottawa:

Ontario:

Central and Western Canada:

1 800 363-1882

1 800 387-4268

1 800 663-9817

C o n t e n t s

About This Guide

■

Documentation Conventions

■

Related Documents

How to Order Documentation

■

Basic Terms and Key Concepts

xi xi

xiii xiii

xiv

1 Programming the MERLIN LEGEND System for CMS

■

Before You Begin

A Word About Programming

System Programming

Telephone Programming

Backups

■

Setting Basic System Operating Conditions

System Mode

System Renumbering

Block Renumbering

Single Renumbering

Transfer Return Time

Transfer Audible

Extension Status

■

Setting Up Lines, Trunks, and Pools for CMS

Remove CMS Trunks, External Alerts, and Loop-Backs from PooIs (PBX Only)

Remove CMS Lines, External Alerts, and Loop-Backs from Telephones

Program T1 Lines

1-1

1-2

1-2

1-2

1-3

1-3

1-4

1-4

1-5

1-6

1-7

1-8

1-9

1-9

1-10

1-10

1-11

1-13

iii

C o n t e n t s

Program Loop-Start Lines

Program Ground-Start and ISDN PRI Lines

■

Setting Up the Operator Positions

Identify CMS Operator Positions

Assign CMS Lines, External Alerts, and Loop-Backs to

CMS Supervisor

Copy Line Assignments to CMS PC Ports

Set CMS Supervisor to No Ring

Assign Feature Button

■

Setting Up Agent Telephones

Remove Non-CMS Lines from Agent Telephones

(Key Only—Optional)

Set Line Ringing Options

Assign Available and ACW Buttons

■

Setting Up the Fallback Plan

Assign the Group Coverage Sender

Assign CMS Agents to a Calling Group

Set the Calling Group to Auto Logout

Assign Coverage Group

Assign Coverage Off Button

Set Group Coverage Delay

■

Setting Up Optional Equipment and Features

Headsets

Analog Headsets

MLX Headsets

Agent Assist Button

Paging Groups

CMS Supervisor Features

Barge-In

Group Page

Agent Status Control

1-14

1-14

1-15

1-15

1-16

1-17

1-18

1-19

1-20

1-28

1-29

1-30

1-30

1-30

1-31

1-33

1-20

1-22

1-23

1-24

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1-25

1-27

1-27

1-33

1-34

1-35

1-35

1-36

iv

C o n t e n t s

Transfer-to-Split

Adding a Ghost Module

Assigning Primary Coverage Buttons

Transfer-to-Queue

All-Ring Operation

3

Installing the CMS Software

■

Installing MS-DOS

■

Installing the CMS Software

1-38

1-38

1-39

1-40

1-41

2 Installing the Hardware

■

Hardware Requirements

MERLIN LEGEND Hardware

CMS Hardware—Required

CMS Hardware—Optional

■

Installation Procedures

Installing the External Alert

Changing the VDC 600 Board DIP Switch Setting

Connecting CU1 and CU2 to the MERLIN LEGEND

System

Connecting the Voice Announcement Unit

570 and 571 Printer Option Changes

Installing a View-Only Monitor

installing Loop-Backs

2-1

2-1

2-2

2-2

2-4

2-6

2-9

2-11

2-12

2-14

2-15

2-15

2-16

3-1

3-2

3-3

v

C o n t e n t s

4 CMS Programming Basics

■

Starting CMS

When You Need Help

■

Moving Between CMS Screens

■

Entering and Editing Data

Editing Prompt and Function Keys

Guidelines for Entering Data

Alternate Editing Keys

Simple Editing Procedures

■

Leaving CMS

5 Identifying Agents and Lines

■

Getting Started

■

Creating an Agent Directory

■

Programming CMS Lines

Adding Lines

Identifying Priority Lines

Assigning Line Group IDs (Optional)

6 Building a Shift Configuration

■

Getting Started

■

Selecting a Configuration

■

Assigning Splits

■

Programming Line Group Options

vi

5-1

5-2

5-3

5-6

5-7

5-8

5-8

6-1

6-2

6-3

6-4

6-7

4-1

4-1

4-3

4-3

4-5

4-6

4-7

4-8

4-8

4-9

C o n t e n t s

■

Programming Call Flow

Assigning Main and Secondary Splits

Turning Intraflow On/Off (Optional)

Setting the Intraflow Threshold (Optional)

Setting All-Ring Operation

■

Naming and Saving the Shift Configuration

Naming a Split Configuration

Saving a Split Configuration

■

Choosing a Start-Up Configuration

7 Testing CMS

■

Startup Test

■

Line Status Test

■

Agent Status Test

■

Voice Announcement Unit Test

■

Intraflow Test

8 Customizing CMS

■

Getting Started

■

Setting CMS Options

Service Level Limit

Abandoned Call Threshold

Alarm On/Off

Delay Message Length

Business Name

7-1

7-2

7-3

7-5

7-6

7-7

6-9

6-10

6-11

6-12

6-12

6-13

6-13

6-14

6-15

8-1

8-2

8-3

8-3

8-3

8-4

8-4

8-5

vii

C o n t e n t s

9 Troubleshooting

■

Error Messages

■

Warning Messages

■

System Errors

What They Mean

What to Do

If CMS is Managing Calls Correctly

If CMS has Stopped Managing Calls

■

Other Messages

■

Other Problems

Call Management Problems

Agent Problems

External Alert Problems

■

Fallback Plan

A Guide to CMS Screens

B

Upgrade Information

B-1

C MERLIN LEGEND CMS Factory Settings

viii

C-1

9-1

9-2

9-7

9-14

9-14

9-14

9-14

9-15

9-16

9-18

9-18

9-21

9-25

9-27

A-1

C o n t e n t s

GL Glossary

I N I n d e x

GL-1

IN-1

ix

About

This Guide

This guide explains how to install, program, and test the Call Management

System (CMS) on the MERLIN LEGEND™ Communications System. When you complete the activities in this guide, CMS is ready to manage calls with a primary shift configuration. Additional programming, customization, and fine-tuning are described in the CMS Supervisor’s Guide.

When using this guide, refer to the completed MERLIN LEGEND and CMS planning forms. These forms contain information for setting up the system according to the customer’s requirements. The forms should be located in the back cover pocket of the CMS Supervisor’s Guide. If they are not, contact the Account Manager or CMS supervisor. For the MERLIN LEGEND forms, contact the MERLIN LEGEND system manager.

In addition to the planning forms, the instructions in this guide assume that you have the following:

■

A properly installed MERLIN LEGEND Communications System.

■

An AT&T PC dedicated exclusively to CMS; the CMS PC cannot be used for MERLIN LEGEND system programming or any other applications.

■

The documents that came with the PC.

NOTE:

If this installation is an upgrade, refer to Appendix B, “Upgrade Information,”

first.

xi

About This Guide

Documentation Conventions

Several special symbols and typefaces appear in this guide. For example, keys that appear on your keyboard are shown like this:

[F1] (function key F1)

[ ] (up arrow)

[ ] (down arrow)

[ ] (left arrow)

[ ] (right arrow)

[ ] (tab key)

[

↵

] (enter key)

When two keys must be pressed simultaneously, they appear like this:

[ ] + [ ] (press the up arrow and tab key simultaneously).

On the CMS screens, different typefaces are used throughout this guide:

This typeface represents information the system displays, such as prompts.

This bold typeface represents information you enter.

Also on CMS screens, a field in which you enter data is blank. To indicate that blank field in this guide, a blank line is used. For example, the following input line includes blank lines to show that you must enter text:

ANSWER DELAY: Group Letter: _ How Many Seconds:

On the screen, these two fields appear as blanks.

xii

About This Guide

Related Documents

Other documents are available to help you setup, use, and maintain CMS with the MERLIN LEGEND system. These documents are:

■

CMS Planning Guide and Forms

■

CMS Supervisor’s Guide

■

CMS User’s Quick Reference

■

MERLIN LEGEND Communications System PBX System Planning

■

MERLIN LEGEND Communications System Key System Planning

■

MERLIN LEGEND Communications System Programming Guide

■

MERLIN LEGEND Communications System lnstallation, Programming, and Maintenance

■

MERLIN LEGEND Communications System Reference

How to Order Documentation

The CMS documents listed above come with the system. You can order additional copies of those documents or the related MERLIN LEGEND system documentation from the AT&T Customer Information Center. To order, find

the order number in the table on the following page and call the telephone

numbers on the inside front cover.

xiii

About This Guide

Document

CMS

Planning Guide and Forms

Supervisor’s Guide

User’s Quick Reference (packages of 15)

MERLIN LEGEND Communications System

PBX System Planning

Key System Planning

System Programming Guide

Installation, Programming, and Maintenance

System Reference

Order Number

585-214-050

585-214-071

585-214-070

555-610-113

555-610-112

555-610-111

555-610-140

555-610-110

Basic Terms and Key Concepts

Before you begin setting up CMS for the MERLIN LEGEND Communications

System, you should be familiar with some basic CMS terms and key CMS concepts. This section gives brief descriptions of the most important terms and concepts; additional CMS terms are included in the glossary.

Automatic Call Distributor

CMS is the automatic call distributor (ACD) for the MERLIN LEGEND system.

CMS distributes calls that come in on the MERLIN LEGEND system telephone lines assigned to CMS.

Lines and Line Groups

The MERLIN LEGEND 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 example, the lines for incoming sales calls are in one line group and the lines for service calls in another. CMS accommodates up to a total of

28 lines assigned to up to four line groups.

xiv

About This Guide

Agents and Agent Splits

Incoming calls are answered by agents who are assigned to agent splits. A split is a team of agents who handle the same type of incoming calls. Each split is assigned to answer calls for one or more line groups. There can be 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.

Shift Configuration

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.

Main Splits and Secondary Splits

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.

Intraflow and Intraflow Threshold

The sending of calls to agents in a secondary split is called intraflow.

Intraflow can be turned on and off. 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.

Logged Out State and Available State

When call management begins for a shift, the agents in the shift configuration are in the logged out state. CMS keeps statistics on other calls made by agents who are logged out, but doesn’t send calls to them, so the agents have to signal CMS that they are ready to receive calls (in available state).

They do so by pressing the programmed button labeled Available on their telephones (MERLIN LEGEND system telephones).

xv

About This Guide

After-Call-Work (ACW) State

When agents need time to complete work on their most recent CMS call

(such as processing 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 telephones. CMS does not send calls to agents who are in this 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 press Available.

Automatic After-Call-Work (Auto ACW) State

The automatic after-call-work (Auto ACW) feature automatically places agents into the after-call-work state when they complete an ACD call. Auto ACW lasts for a specified length of time, as programmed at installation or by the

CMS supervisor. During that time, agents receive no calls. When the time elapses, agents are automatically made available. Agents can make themselves available before the specified time elapses by pressing Available.

Supervisory Login/Logout

The CMS supervisor can change an agent’s work state from the CMS PC or the supervisor’s telephone. From the Split Status Information screen, the supervisor simply enters the agent’s ID at the appropriate prompt and enters the new status (Logged out/Available/ACW). From the telephone, the supervisor presses the agent’s Inside Auto Dial (DSS) button then the button programmed for the desired work state ( Make Available, Make ACW, and Make

Log Out ).

Call Management

Call management is the automatic distribution of calls within a shift configuration. When a call comes into CMS, the system goes through the following steps:

1. CMS looks for an available agent in the main split assigned to the line group for the incoming call.

2. If an agent is available, CMS answers the call and transfers it to the agent who has been available the longest.

xvi

About This Guide

3. 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 available at any time during the answer delay interval or during the delay message, the call is transferred to the agent.

4. If no agent has become available and the delay message is finished,

CMS puts the call on hold.

5. As soon as an agent is available, CMS transfers the oldest waiting call to the agent.

6. 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).

Answer Delay, Force Delay, and Priority Lines

The CMS answer delay, force delay, and priority lines options modify the basic call management sequence. 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 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.

xvii

P r o g r a m m i n g t h e M E R L I N

LEGEND System for CMS

For CMS to work correctly, you must program certain MERLIN LEGEND system settings, features, and options correctly. This chapter includes detailed instructions for completing that programming. How you use this chapter depends on whether you are installing CMS on a new MERLIN

LEGEND system or adding CMS to an existing system.

If CMS is part of the initial MERLIN LEGEND installation, obtain all the

MERLIN LEGEND planning forms. For CMS-specific items, follow the procedures included in this chapter. However, since CMS programming is only a part of MERLIN LEGEND system programming, we recommend that you proceed through the programming sequence outlined in Chapter 3 of

MERLIN LEGEND Communications System Programming, making sure you complete all necessary CMS programming.

If you are adding CMS to an existing system, you may have to modify some system settings according to the MERLIN LEGEND system planning forms.

All the instructions for doing so are included in this chapter. We recommend that you use this chapter as your primary reference and refer to MERLiN

LEGEND Communications System Programming only as necessary for additional information.

1-1

Programming the MERLIN LEGEND System for CMS

Before You Begin

The MERLIN LEGEND system planning forms include all the items required for CMS, as recorded during CMS planning. The MERLIN LEGEND forms used for CMS are listed below. Have them available before you start.

■

Form 1, System Planning

■

Form 2a, System Numbering—Station Jacks

■

Form 2c, System Numbering—Trunk Jacks

■

Form 4a, Analog Multiline Telephone

■

Form 4b, Digital/ISDN (MLX) Telephone

■

Form 5a, Direct Line Console (DLC)—Analog

■

Form 6c, Group Page

■

Form 6d, Group Coverage

■

Form 6e, Group Calling

■

Form 6f, System Features

A Word About Programming

MERLIN LEGEND programming includes both system programming and telephone programming. This guide assumes that you are familiar with programming the MERLIN LEGEND system using either an MLX-20L™ display telephone or a PC. For more detailed information about system programming, see MERLIN LEGEND Communications System Programming.

System Programming

You can perform system programming from the MERLIN LEGEND system programming console or PC. To enter system programming mode and display the system programming menu, complete the following procedure

(note that each item listed in the MLX-20L column refers to a menu item on the system programming console):

1-2 Before You Begin


Step MLX-20L

1.

Display system programMenu ming menu Sysprog

Exit

PC

Type SPM

[ [

[ [

↵

↵ ]]

]]

[F1]

[F5]

In the system programming instructions that follow, we assume that you have entered programming mode and are starting from the system programming menu. Refer to the above procedure if necessary.

NOTE:

Certain programming selections cause the system to restart automatically.

To continue programming after a system restart, enter the programming mode as described above.

Some of the items to be programmed may already have the correct settings.

On the PC or MLX-20L display, the current setting is highlighted with reverse video. If an item is set correctly, you do not need to reset it. Simply exit that programming selection and continue with another one. For a list of the fac-

tory settings, see Appendix C.

Telephone Programming

You can complete telephone programming either at an individual phone or from the system programming console or PC using centralized telephone programming. For most telephone programming, we recommend that you program the telephone directly to ensure proper button assignment and to test the programming immediately.

Backups

If you are adding CMS to an existing system, backup the MERLIN LEGEND files using SPM before you start. If an error occurs during programming, you

Before You Begin 1-3

Programming the MERLIN LEGEND Sytem for CMS can restore the original settings from the backup. After completing MERLIN

LEGEND programming, backup the MERLIN LEGEND files again. If you are not familiar with the MERLIN LEGEND backup procedure, contact the MER-

LIN LEGEND system manager or see Chapter 2 of MERLIN LEGEND Com- munications System Programming.

Setting Basic System

Operating Conditions

Using CMS with the MERLIN LEGEND system requires certain operating conditions. This section gives instructions for setting the system mode, extension numbering scheme, call transfer options, and extension status for CMS.

Sytem Mode

Set the system to key mode or hybrid/PBX mode. Do not set it to behind switch mode. Refer to the back of MERLIN LEGEND Form 1, System Plan-

ning. The factory setting is key mode.

IMPORTANT:

DO NOT change the system mode if you are adding CMS to an existing system, unless you plan to reprogram the entire system. Changing the system mode deletes all current line and telephone programming and resets them to the factory setting for that mode. You will have to reassign all lines and reprogram all telephones after making this change.

Step

1.

Display Mode screen

MLX-20L

System

Mode

PC

[F1]

[F3]

1-4 Setting Basic System Operating Conditions


2.

Specify key mode or hybrid/PBX mode and save entry

The system will restart

Key or

Hybrid/PBX

Enter

[F1] or

[F2]

[F10]

System Renumbering

System Renumbering includes selecting the type of numbering scheme (2digit, 3-digit, or 4-digit set-up extension numbers) and changing extension numbers from their factory-set values. Selecting a numbering scheme is required; renumbering extensions is optional. Refer to the front of Form 2a,

System Numbering—Station Jacks. The factory setting is 2-digit extension numbering and the factory set extensions numbers are listed on the form.

Step

MLX-20L PC

1.

Display Default NumberSys Renumber ing screen Default Numbering

2.

Specify System Numbering Plan

— For 2-digit

— For 3-digit

— For 4-digit

3.

Exit to System Programming

2-Digit

3-Digit

Set Up Space

Exit

[F2]

[F1]

[F1]

[F2]

[F3]

[F5]

To exit from Set Up Space, press

Exit or [F5] twice more

Setting Basic System Operating Conditions 1-5


NOTE:

If Form 2a does not show that any extensions are to be renumbered, skip the remainder of this section and continue with “Transfer Return Time.” Refer to the “Renumber To” column of the form to determine if extensions are to be renumbered.

Block Renumbering

If Form 2a shows the CMS extensions to be renumbered as a consecutive range, or block, renumber the whole block at once by completing the steps below. Refer to Form 2a for the new extension numbers.

IMPORTANT

In steps 2–4 below, enter 2-digit, 3-digit, or 4-digit extension numbers depending on the numbering scheme selected in the previous procedure. For example, use 4-digit extensions if you selected Set Up

Space.

Step

1.

Display Block Renumber

Extensions Entry screen

2.

Enter the 2-digit, 3-digit, or 4-digit extension number for the first extension in the block.

3.

Enter the 2-digit, 3-digit, or 4-digit extension number for the last extension in the block.

MLX-20L

SysRenumber

Block

Extensions

Dial extension

Enter

Dial extension

Enter

PC

[F2]

[F3]

[F2]

Type extension

[F10]

Type extension

[F10]



4.

Enter the new 2-digit, 3digit, or 4-digit extension number for the first extension in the block.

This number cannot overlap any of the preassigned line, extension, or adjunct numbers.

Dial extension

Enter

5.

Exit to System Programming Exit

Exit

Type extension

[F10]

[F5]

[F5]

Single Renumbering

Follow the steps below to renumber a single extension. Refer to Form 2a for the new extension numbers.

Step

IMPORTANT

In steps 3 and 4 below, enter 2-digit, 3-digit, or 4-digit extension numbers depending on the numbering scheme selected in the previous procedure. For example, use 4-digit extensions if you selected Set Up

Space.

1.

Display Single Renumber screen

2.

Select Extensions

3.

Enter the 2-digit, 3-digit, or 4-digit extension number for the extension.

MLX-20L

SysRenumber

Single

Extensions

Dial extension

Enter

PC

[F2]

[F2]

[F2]

Type extension

[F10]


System for CMS

4. Enter the new 2-digit, 3digit, or 4-digit extension number.

Repeat steps 2-4 for each extension.

Dial extension.

Enter

5.


Exit

Type extension.

[F10]

[F5]

[F5]

Transfer Return Time

The Transfer Return Time controls the number of rings that occur before a call is considered “refused” by an agent. For CMS, set the Return Time to as few as three rings or as many as five rings. Refer to the “Transfer Options” section of Form 6f, System Features. The factory setting is four rings.

PC Step MLX-20L

1.

Display Transfer Return screen

Options

Transfer

Return Time

2.

Erase current setting, Drop specify the number of rings, Dial number of and save entry rings

Enter

3.


Exit

[F7]

[F1]

[F1]

[Alt] + ❑

Type number of rings

[F10]

[F5]

[F5]



Transfer Audible

The Transfer Audible feature defines what a caller hears when his or her call is transferred. For CMS, set this feature to Ringback. Refer to the “Transfer

Options” section of Form 6f, System Features. The factory setting is Musicon-Hold.

Step MLX-20L PC

1.

Display Transfer Audible screen

Options

Transfer

Audible

2.

Select Ringback and save entry

Ringback

Enter

3.


Exit

[F7]

[F1]

[F3]

[F2]

[F10]

[F5]

[F5]

Extension Status

The Extension Status feature allows the CMS supervisor to determine the status of CMS agent telephones through the lights next to the DSS buttons assigned to agent extensions on the supervisor’s telephone. For CMS, set this feature to Group Calling/CMS. Refer to the “Extension Status” section of

Form 6f, System Features. The factory setting is Group Calling/CMS.

Step MLX-20L PC

1.

Display Extension Status Options

Button Type screen Ext Status

2.

Specify Group Call/CMS and save entry

3.

Exit

GrpCall/CMS

Enter

Exit

[F7]

[F7]

[F2]

[F10]

[F5]



Setting Up Lines,

Trunks, and Pools for CMS

For CMS to function properly, all CMS lines or trunks must be assigned only to the CMS PC and the CMS supervisor telephone. In addition, you must program CMS channels in T1 lines for ground-start emulation. ISDN Primary

Rate Interface (PRI) lines require no special programming for CMS. The following sections give instructions for completing these tasks.

Remove CMS Trunks, External Alerts, and Loop-Backs from Pools (PBX Only)

For a MERLIN LEGEND system operating in hybrid/PBX mode, make sure that no CMS trunks are in the default pools. When a system is first set up, all loop-start lines default to the Main Pool (extension number 70) while all ground-start lines default to the pool with extension number 890. The following procedure removes all CMS loop-start and ground-start trunks, external alerts, and loop-back trunks that have defaulted to these pools. Refer to the

“Trunk Type” column on Form 2c, System Numbering—Trunk Jacks to identify loop-start and ground-start trunks.

Step

1.

Display Pools screen

2.

Identify the pool and save entry

MLX-20L

LinesTrunks

Pools

Dial pool dialout code

Enter

PC

[F4]

[F9]

Type pool dialout code

[F10]

3.

Select specific CMS trunks

— For logical IDs 1-20


Lines 01-20

Lines 21-40

[F1]

[F2]

1-10 Setting Up Lines, Trunks, and Pools for CMS




4.

Remove each CMS trunk, external alert, and loop-back from the pool

5.


Lines 41-60

Lines 61-80

Press line button for each trunk until red

LED is off

Exit

Exit

[F3]

[F4]

Press function key for each trunk until letter

“R” is erased

[F5]

[F5]

Remove CMS Lines, External

Alerts, and Loop-Backs from Telephones

A MERLIN LEGEND system operating in key mode automatically assigns up to 32 lines on telephone line buttons, depending on the type of telephone. In hybrid/PBX mode, the system automatically assigns trunks to operator telephones. If any of these lines or trunks are CMS lines or are used for CMS external alerts or loop-backs, remove them from all telephones in a key system and from all operator telephones in a hybrid/PBX system. (Make sure the

CMS lines are first removed from the default pools. See the previous procedure.)

In steps 1-5 below, you first remove CMS lines, external alerts, and loopbacks from one agent phone (in a key system) or from one operator phone (in a hybrid/PBX system). In steps 6-9, you copy the assignments from that phone to other agent or operator phones. You cannot copy line assignments between operator and non-operator phones in a hybrid/PBX system.

To identify CMS lines, external alerts, and loop-backs, refer to Form 2c, Sys- tem Numbering—Trunk Jacks.

NOTE:

For any CMS lines or trunks connected to MERLIN LEGEND jacks above logical ID 32, you may skip this procedure. No lines or trunks above logical ID

32 default to telephones.

Setting Up Lines, Trunks, and Pools for CMS 1-11


Step MLX-20L PC

1.

Display Assign

Lines/Trunks screen

Identify the first extension number and save entry

Extensions

LinesTrunks

Dial number

Enter

[F6]

[F1]

Type number

[F10]

3.

Select CMS lines (1 to

32)


4.


Remove lines from telephone

Lines 01-20 [F1]

Lines 21-40 [F2]

Press line butPress function ton for each line key for each until green LED line until letter is off “G” is erased

5.


6.

Display copy from screen

Exit

Exit

Extensions

Line Copy

Single

7.

Enter same extension as Dial number in step 2 and save entry Enter

8.

Enter the extension number to copy to and save entry

Repeat for each extension

Dial number

Enter

[F5]

[F5]

[F6]

[F2]

[F1]

Type number

[F10]

Type number

[F10]

9 .


Exit

Exit

Exit

[F5]

[F5]

[F5]



Program T1 Lines

If the MERLIN LEGEND system has 100D (DS1) modules with T1 lines to be used by CMS, you must specify the emulation for each T1 channel. Channels used for CMS must be programmed for ground-start emulation. To identify

DS1/T1 lines, refer to the “Jack Type” column on Form 2c, System

Numbering—Trunk Jacks.

NOTE:

Other channels in a T1 line not assigned to CMS may have other emulations.

Step MLX-20L PC

1.

2.

Identify the slot number with the 100D module and save entry

Specify T1 for the line type and save entry

LinesTrunks

Enter

[F4]

GS/LS/DSl

[F1]

Dial slot number Type slot number

[F10]

Type

T1

Enter

[F1]

[F1]

[F10]

3.

Specify ground-start emulation

— To select all channels All Ground

Enter

Go to step 5

[F6]

[F10]

Go to step 5

4 .

— To select some chanGroundStart nels Enter

Identify channel(s) and assign type

Dial channel number

Enter

[F1]

[F10]

Type channel number

[F10]

Setting Up Lines, Trunks, and Pools for CMS 1-13


Repeat for each channel

5.


Exit

Exit

[F5]

[F5]

Program Loop-Start Lines

If the Central Office of the local telephone company sends a reliable disconnect signal for loop-start lines, program the system to recognize the signal.

Refer to the top of Form 2c, System Numbering—Trunk Jacks.

Step MLX-20L PC

1.

Display Loop Start

Disconnect screen

Lines Trunks

TT/LS Disc

LS Disconnect

2.

Specify the LS DisconYes nect as reliable and save

Enter entry

3.


Exit

Exit

[F4]

[F3]

[F2]

[F1]

[F10]

[F5]

[F5]

Program Ground-Start and ISDN PRI Lines

CMS requires no special MERLIN LEGEND programming for using these types of lines.



Setting Up the Operator Positions

CMS requires three operator positions—two for the CMS PC (ports CU1 and

CU2) and one for the CMS supervisor. All CMS lines or trunks, external alerts, and loop-backs are assigned to these positions. The following sections give instructions for setting up these three positions.

Identify CMS Operator Positions

Identify three analog DLC operator positions. The two CMS PC positions

(CU1 and CU2) must be on the same analog module. Note that, none of these positions should be extension 10, the MERLIN LEGEND primary operator position. To locate the operator positions, refer to Form 5a, Direct Line

Console (DLC)—Analog.

MLX-20L PC Step

1.

Display Direct Line

Operators entry screen

2.

Identify and assign DLC operator positions

Operator

Positions

Direct Line

[F3]

[F1]

[F1]

Dial extension, Type extension, slot and port, or slot and port, or logical ID logical ID

Enter [F10]

Repeat for each position

3.

Save all entries

The system will restart

StoreAll [F3]

Setting Up the Operator Positions 1-15


Assign CMS Lines, External Alerts, and Loop-Backs to CMS Supervisor

Before assigning all CMS outside lines or trunks—including those used for

CMS external alerts and loop-backs—to line buttons on the CMS supervisor’s telephone, remove any non-CMS lines or trunks that have defaulted to the extension. The following procedure gives instructions for completing these two tasks. To identify CMS lines or trunks, refer to Form 2c, System

Numbering—Trunk Jacks. To identify CMS line buttons, refer to Form 5a,

Direct Line Console (DLC)—Analog.

IMPORTANT

The order in which you add lines to the telephone determines the line button assignments on the phone. For example, the first line you add is assigned to line button 3, the second line is assigned to line button 4, and so on. For this ordering to work, you must first remove all lines from the phone (step 4).

Step

1.

Display Assign

Lines/Trunks screen

2.

Identify the CMS supervisor’s extension and save entry

3.

Select lines or trunks





MLX-20L

Extensions

LinesTrunks

Dial number

Enter

Lines 01-20

Lines 21-40

Lines 41-60

Lines 61-80

[F1]

[F2]

[F3]

[F4]

PC

[F6]

[F1]

Type number

[F10]

1-16 Setting Up the Operator Positions


4.

Remove non-CMS Press line butlines/trunks from line button for each tons line/trunk until

Press function key for each line/trunk until green LED is off letter “G” is erased

5.

Assign CMS lines/trunks to line buttons in the order they appear on

Form 5a

Press line button for each

Press function key for each line/trunk until line/trunk until green LED is on letter “G” appears

6.


Exit

Exit

[F5]

[F5]

Copy Line

Assignments to CMS PC Ports

The two CMS PC ports (CU1 and CU2) must have the same line assignments as the CMS supervisor’s telephone, including the CMS external alert lines and loop-backs. To save time and ensure that the line assignments are identical, copy the CMS supervisor assignments to the extensions for CU1 and CU2.

For those extension numbers, refer to Form 5a, Direct Line Console (DLC)—

Analog.

Step MLX-20L

1.


Extensions

Line Copy

Single

2.

Enter the CMS supervisor Dial number extension and save entry Enter

PC

[F6]

[F2]

[F1]

Type number

[F10]



3.

Enter the CU1 extension and save entry

4.

Enter the CU2 extension and save entry

5.


Dial number

Enter

Dial number

Enter

Exit

Exit

Exit

Type number

[F10]

Type number

[F10]

[F5]

[F5]

[F5]

Set CMS Supervisor to No Ring

Although the CMS supervisor should have access to all CMS lines or trunks, they should not ring at the telephone. To prevent the lines from ringing, set the supervisor’s console to No Ring. This programming affects all lines/ trunks—even non-CMS lines—assigned to line buttons on the telephone.

Step MLX-20L

1.

Display Station ProgramMore ming screen Cntrl Prog

2.

Enter CMS supervisor extension number

Dial number

Enter

Start

3.

Select a CMS line button Press line butand enter No Ring feature code ton

❑

4.

Exit [ Top Sys Prog ]

PC

[PgUp]

[F4]

Type number

[F10]

[F10]

Press a line button

❑

[Alt] +

NOTE:

When the fallback plan is started, the lines on the CMS supervisor telephone must be set to Immediate Ring. The fallback plan will not work if the lines are set to No Ring. The code for Immediate Ring is

❑ ❑ ❑ ❑

.

1-18 Setting Up the Operator Positions


Assign Feature Button

The Feature button lets the CMS supervisor use MERLIN LEGEND features by pressing Feature and dialing a code. To program a Feature button, complete the following steps through centralized telephone programming. (If desired, you can program this button directly at the phone.) Note that the

Feature button must be assigned to button 34.

Step MLX-20L PC

1.

Display Centralized Programming screen

2.

Select the CMS supervisor’s extension

More

Cntr-Prg

Dial extension number

Enter

Start

[PgUp]

[F4]

Type extension number

[F10]

[F10]

3.

Select the line button range for button 34

Page 2 [F7]

4.

Select and assign button

Press button 34 Press [Shift] +

34 Enter the function key for button 34

[F10]

❑ ❑ ❑

6.


[ Top Sys Prog ] [Alt] +

❑



Setting Up Agent Telephones

The next step in programming the MERLIN LEGEND system for CMS is to prepare each CMS agent’s telephone. CMS requires certain operating conditions and button assignments on agent telephones, as described in this section. To program additional telephone features not required by CMS, see

MERLIN LEGEND Communications System Programming.

NOTE:

Unless otherwise stated, the instructions for programming buttons and features on agent telephones are given for programming the telephone directly, not centrally.

Remove Non-CMS Lines from

Agent Telephones (Key Only—Optional)

A MERLIN LEGEND system operating in key mode automatically assigns up to 32 lines onto telephone line buttons, depending on the number of line buttons on the telephone. You already removed CMS lines from all phones in the system. You must now remove any non-CMS lines that remain on CMS agent telephones. If there are no non-CMS lines in the system, skip this section.

NOTE:

If lines are to remain on a telephone as personal lines, set them to No Ring, as described in the next section.

The following procedure uses system programming to remove lines from one phone first and then to copy the assignments on that phone to all other agent phones. To identify non-CMS lines, refer to MERLIN LEGEND Form 2c, Sys-

tem Numbering—Trunk Jacks. For personal line assignments, refer to Form

4a, Analog Multiline Telephone and Form 4b, Digital/ISDN (MLX) Telephone.

1-20 Setting Up Agent Telephones


Step

IMPORTANT

You cannot copy line assignments between operator and non-operator

phones. (See step 6.)

1.

Display Assign

Lines/Trunks screen

2.

Identify the first agent’s extension number and save entry

3.

Select lines





4.

Remove lines from telephone

5.


6.


7.

Enter same extension as in step 2 and save entry

MLX-20L

Extensions

LinesTrunks

Dial number

Enter

PC

[F6]

[F1]

Type number

[F10]

Lines 01-20

Lines 21-40

Lines 41-60

[F1]

[F2]

[F3]

Lines 61-80 [F4]

Press line butPress function ton for each line key for each until green LED line until letter is off “G” is erased

Exit

Exit

[F5]

[F5]

Extensions

Line Copy

Single

Dial number

Enter

[F6]

[F2]

[F1]

Type number

[F10]

Setting Up Agent Telephones 1-21


8.

Enter the next agent extension number and save entry

Repeat for each extension

9.


Dial number

Enter

Exit

Exit

Exit

Type number

[F10]

[F5]

[F5]

[F5]

Set Line Ringing Options

All CMS calls come to agents over the extension/system access (SA) button.

To ensure that these calls ring immediately, set the extension button (for key mode) or system access button (for hybrid/PBX mode) on each agent phone to Immediate Ring. Also, if a CMS agent’s telephone has personal line or pool buttons, set them to No Ring to prevent calls on those lines from disturbing the agent while on CMS calls.

The following instructions are for programming the telephone directly. Note that the steps differ for analog and MLX (digital) telephones. For line assignments, refer to Form 4a, Analog Multiline Telephone and Form 4b,

Digital/lSDN (MLX) Telephone.

MLX

[Feature]

Step Analog

1.

Enter programming mode

Slide the T/P switch to the P

(program) position

2.

Select extension/system Press access button and enter extension/SA

Immediate Ring feature code button

❑ ❑ ❑

Press extension/SA button

❑ ❑ ❑

1-22 Setting Up Agent Telephones


3.

If applicable, select a Press line/pool personal line/pool button button and enter No Ring

❑ ❑ ❑ feature code

4.

Exit

Press line/pool button

❑ ❑ ❑

Slide T/P switch [Feature] to center posi-

❑ tion

Assign Available and ACW Buttons

Assign each agent’s telephone an Available and an ACW button to report the agent’s status to the system. For the button assignments, refer to Form 4a,

Analog Multiline Telephone and Form 4b, Digital/lSDN (MLX) Telephone.

Step Analog MLX

1.


2.

Select and assign the

Available button

3.

Select and assign ACW button

4.

Exit


(program) position

[Feature]

Press Available Press Available button

❑ ❑ ❑ button

❑ ❑ ❑

Press ACW butPress ACW button

❑ ❑ ❑ ton

❑ ❑ ❑


❑ tion

0

Setting Up Agent Telephones 1-23

2 Programming the MERLIN LEGEND System for CMS

Setting Up the Fallback Plan

IMPORTANT

The fallback plan supports up to 20 agents at a time. If more than 20 agents must be included in fallback operation at one time, there must be a second CMS supervisor to act as the Group Call Coverage sender.

Setting up the fallback plan for two supervisors requires additional planning. Contact the AT&T Account Manager or AT&T Authorized Dealer if necessary.

During normal operation, the CMS PC distributes all CMS calls to CMS agents. However, if the CMS PC malfunctions, the CMS fallback plan provides the capability to distribute these calls correctly but not to maintain his- torical records or reports.

The fallback plan uses the MERLIN LEGEND Group Call Coverage and Group

Calling features. The CMS supervisor telephone acts as a sender for all CMS calls, directing them to CMS agent phones. CMS agents continue to work as normal, answering calls that ring at their phones and using their agent status buttons.

You activate the fallback pIan by a Coverage Off button programmed on the

CMS supervisor phone. During normal CMS operation, Coverage Off is on, disabling the distribution of calls by the MERLIN LEGEND system and allowing the CMS PC to distribute calls. However, when the CMS PC is not working, turning Coverage Off off enables the system to distribute calls through the CMS supervisor’s console. To ensure that both the CMS PC and MERLIN

LEGEND system are not distributing calls, Coverage Off requires a button with lights to show its status (green light for on; no light for off).

NOTE:

When the fallback plan is active, CMS lines on the CMS supervisor’s phone must be set to Immediate Ring. However, this setting is not required until fallback starts. Instructions for programming Immediate Ring are included in

Chapter 9, “Troubleshooting.”

1-24 Setting Up the Fallback Plan


This section gives instructions for setting up the fallback plan. Have available

MERLIN LEGEND Form 6d, Group Coverage, Form 6e: Group Calling, and

Form 5a, Direct Line Console (DLC)—Analog.

Assign the Group Coverage Sender

Program the CMS supervisor telephone to be a Group Coverage sender. The receiver, or target, for this sender is the calling group made up of CMS agent telephones. Refer to Form 6d, Group Coverage for the group number.

Step

1.

Display Group Cover screen

MLX-20L

Extensions

More

Group Cover

2.

Identify the call coverage Dial group group and save entry number

Enter

3.

Assign the CMS superviDial CMS sor as the sender for this supervisor call coverage group extension

Enter

4.


Exit

Exit

PC

[F6]

[PgUp]

[F3]

Type group number

[F10]

Type CMS supervisor extension

[F5]

[F5]

Assign CMS Agents to a Calling Group

Assign up to 20 agents to the calling group that will be the receiver for the

CMS fallback plan. If there are more than 20 agents, create a second group to be assigned to a different sender. Refer to Form 6e, Group Calling for the group number and member extensions.

Setting Up the Fallback Plan 1-25


NOTE:

The Group Calling Line/Pool Assignments must be empty for the fallback calling group. If they are not, fallback cannot be disabled.

Step MLX-20L PC

1. Display Group Calling screen

Extensions

More

Grp Calling

Members

[F6]

[PgUp]

[F4]

[F9]

2.

Identify the calling group and save entry

Dial group extension number

Enter

Type group extension number

[F10]

3. Assign CMS agent extenDial extension, Type extension, sions to the group slot and port, or slot and port, or logical ID logical ID

Enter [F10]

Repeat for each extension.

5.


Exit

Exit

Exit

[F5]

[F5]

[F5]



Set the Calling Group to Auto Logout

Program the fallback calling group for Auto Logout (the factory setting).

Refer to the back of Form 6e, Group Calling for the setting.

MLX-20L Step

1.

Display Group Calling

Group Type screen

-

2.

Identify the group and save entry

3.

Select Auto Logout

4.


Extensions

More

Grp Calling

More

Group Type

Dial group extension number

Enter

Auto Logout

Enter

Exit

Exit

Exit

PC

[F2]

[F10]

[F5]

[F5]

[F5]

[F6]

[PgUp]

[F4]

[PgUp]

[F1]


[F10]

Assign Coverage Group

Assign the CMS supervisor to be the Group Coverage sender for the calling group of CMS agents. For the calling group extension and coverage group number, refer to Form 6d, Group Coverage.



Step MLX-20L

1.

Display Group Calling screen

Extensions

More

Grp Calling

Grp Coverage

2.

Identify the calling group Dial group and save entry extension number

Enter

3.

Identify the Group CoverDial call coverage sender and save entry age group number

Enter

4.


Exit

Exit

PC

[F6]

[PgUp]

[F4]

[F3]


[F10]

Type call coverage group number

[F10]

[F5]

[F5]

Assign Coverage Off Button

Assign button 33 on the CMS supervisor telephone as the Coverage Off button (button 33 has a light). Refer to Form 5a, Direct Line Console (DLC)—

Analog for the location of button 33. The following instructions are for programming at the CMS supervisor telephone.

Step

1.


2.


Coverage Off button

CMS Supervisor Telephone


(program) position

Press button 33

❑ ❑ ❑



3.

Exit Slide T/P switch to center position

Set Group Coverage Delay

The Group Coverage Delay feature controls how soon calls are sent from

Group Coverage senders to receivers. The factory setting is three rings.

Refer to the top of Form 6d, Group Coverage, for the new setting.

NOTE:

Changing the Coverage Delay setting affects all coverage groups on the

MERLIN LEGEND system.

Step MLX-20L PC

1.

Display Coverage Delay screen

Options

More

Cover Delay

[F7]

[PgUp]

[F6]

[Alt] + ❑

2.

Erase the current setting Drop

3.

Enter number of rings and save entry.

Dial the number Type the number

Enter [F10]

4. Exit to System Programming

Exit

Exit

Exit

[F5]

[F5]

[F5]


Setting Up Optional

Equipment and Features

The MERLIN LEGEND programming up to this point was required for CMS.

This section describes programming that is optional, depending on how CMS is to be used. These optional items are recorded on the planning forms.

Headsets

Headsets allow the CMS supervisor and agents to receive and make calls without using a handset. The type of headset used depends on whether it is connected to an analog phone or an MLX phone. The headset for an analog phone also requires a 502C headset adapter. The telephone programming required for headset usage also differs from MLX to analog phone, as described below.

NOTE:

If you program the phones centrally from the system console, place the System Programming Console Template on the console before beginning. Refer to the button numbers on the template for selecting a button on the phone.

Analog Headsets

Analog headsets do not require any programming. The Headset Off and

Headset Mute buttons are on the 502C headset adapter. However, you should program an Auto-Answer All button to answer calls automatically with the headset. To assign this button, complete the following steps at each analog telephone with a headset. (If desired, you can program the button centrally. ) Refer to Form 4a, Analog Multiline Telephone and to Form 5a,

Direct Line Console (DLC)—Analog for the button assignments.

1-30 Setting Up Optional Equipment and Features


Step

1.


2.

Select and assign a button

3.

Exit

Analog Telephone


(program) position

Press the button

❑ ❑ ❑ ❑

Slide T/P switch to center position

MLX Headsets

To use a headset on an MLX telephone, you must assign a Headset Hangup and a Headset Status button. In addition, you can assign a Headset Auto-

Answer and a Headset/Handset Mute button. To assign the headset buttons, complete the following centralized programming for each MLX telephone with a headset. (If desired, you can program all of these buttons

except the Headset Hangup button directly at the telephone. ) Refer to Form

4b, Digital/lSDN (MLX) Telephone for the button assignments.

Step MLX-20L PC

1.

Display Centralized Programming Screen

2.

Select the extension number to program

More

Cntr-Prg


Enter

Start

[PgUp]

[F4]


[F10]

[F10]

3.

Select the line button range

— For buttons 1-20


Page 1

Page 2

[F6]

[F7]

Setting Up Optional Equipment and Features 1-31


4.

Select and assign a

Headset Hangup button

5.

Select and assign a

Headset Status button

6.

Select and assign a

Headset Auto-Answer button (optional)

8.


Press the button

Enter

❑ ❑ ❑ ❑

Repeat Step 3, then press a button

Enter

❑ ❑ ❑ ❑

Repeat Step 3, then press a button

Enter

❑ ❑ ❑ ❑

7.

Select and assign a Repeat Step 3,

Headset/Handset Mute then press a button (optional) button

Enter

❑ ❑ ❑ ❑

[ Top Sys Prog ]

Press [Shift] + the function key for the button

[F10]

❑ ❑ ❑ ❑

Repeat Step 3, then press

[Shift] + the function key for a button

[F10]

❑ ❑ ❑ ❑



[F10]

❑ ❑ ❑ ❑



[F10]

❑ ❑ ❑ ❑

[Alt] +



Agent Assist Button

If requested, assign an Agent Assist button to agent telephones. The Agent

Assist button uses the MERLIN LEGEND Manual Signaling feature to enable an agent to signal the CMS supervisor directly for assistance. For the button assignment, refer to Form 4a, Analog Multiline Telephone and Form 4b,

Digital/lSDN (MLX) Telephone.

Step

1.


2.


Agent Assist button

3.

Exit

Analog MLX


(program) position

[Feature]

Press Agent Press Agent

Assist button

❑ ❑ ❑

+

Assist button

* 2 3 +

CMS Supervisor CMS Supervisor extension extension

Slide T/P switch

[Feature] to center posi-

❑ tion

Paging Groups

Paging Groups provide a quick way for the CMS supervisor to page all agents in a group at the same time. To create a paging group, identify an extension number for the group and enter all member extensions. Complete the following programming at the system programming console or PC. Refer to Form 6c, Group Page for the paging group assignments.



Step MLX-20L PC

1.

Display Group Page screen

Extensions

More

Group Page

[F6]

[PgUp]

[F2]

2.

Identify the paging group Dial extension and save entry number or logi-

Type extension number or logical ID cal ID

Enter [F10]

3.

Assign extensions to paging group

Dial extension, slot and port, or slot and port, or logical ID

Enter

Type extension, logical ID

[F10]

Repeat for each extension in the group

4.


Exit

Exit

[F5]

[F5]

CMS Supervisor Features

The MERLIN LEGEND system has many features that are useful to the CMS supervisor. Several of these features can be assigned to buttons, giving the supervisor one-touch use of the feature. This section gives instructions for assigning several buttons through centralized telephone programming. Refer to Form 5a, Direct Line Console (DLC)—Analog for the button assignments.

NOTE:

When you program the phone centrally from the system console, place the

System Programming Console Template on the console before beginning.

Refer to the button numbers on the template for selecting a button on the phone.



Barge-In

The Barge-In feature lets the CMS supervisor join a call to assist CMS agents.

To program a Barge-in button, you must complete the following steps through centralized telephone programming.

MLX-20L PC Step

1.

Display Centralized Programming Screen

2.


More

Cntr-Prg


Enter

Start

[PgUp]

[F4]


[F10]

[F10]

3.




4.

Select and assign a button

6.


Page 1

Page 2

Press the button

Enter

❑ ❑ ❑

[ Top Sys Prog ]

[F6]

[F7]


[F10]

❑ ❑ ❑

[Alt] +

Group Page

The Group Page feature lets the CMS supervisor make voice announcements to all members of a paging group by calling the group with one touch. To program a Group Page button, complete the following steps centrally. (If desired, you can program this feature directly at the phone instead.) Refer to

Form 5a, Direct-Line Console (DLC)—Analog for the button assignment and

Form 6c, Group Page for the paging group extension number.



Step

1.


2.


MLX-20L

More

Cntr-Prg


Enter

Start

3.




4.

Select and program a button with the group number

6.


Page 1

PC

[PgUp]

[F4]


[F10]

[F10]

[F6]

Page 2 [F7]

Press the butpress [Shift] + ton the function key

Enter

❑ ❑ ❑

Dial the group for the button

[F10]

❑ ❑ ❑ page extension Type the group number page extension number

[ Top Sys Prog ] [Alt] +

Agent Status Control

The Agent Status Control feature uses three buttons on the CMS supervisor’s telephone to let the CMS supervisor change the status of CMS agent telephones. The three buttons are Make Available (Operator ESS2), Make ACW

(After-Call Work, Operator ESS1), and Make Log Out (Operator ESS Off). To program these buttons, complete the following steps centrally. (If desired, you can program them directly at the phone. ) Refer to Form 5a, Direct-Line

Console (DLC)—Analog for the button assignments.



Step

1.


2.


MLX-20L

More

Cntr-Prg


Enter

Start

3.




Page 1

Page 2

4.

Select and program a Press the but-

Make Avaliable (Operaton tor ESS2) button Enter

5.

Select and program a

Make ACW (Operator

ESS1) button

Press the button

Enter

❑ ❑ ❑ ❑

6.

Select and program a Press the but-

Make Log Out (Operator ton

ESS Off) button Enter

PC

[PgUp]

[F4]


[F10]

[F10]

[F6]

[F7]


[F10]

❑ ❑ ❑ ❑


[F10]

❑ ❑ ❑ ❑


[F10]

7.


[ Top Sys Prog ] [Alt] +

NOTE:

To use the Agent Status Control Features, the supervisor telephone must be in Supervisor mode ( [Function] + [32] + [Hold] ).



Transfer-to-Split

The Transfer-to-Split feature allows agents to transfer calls from one split to another using various MERLIN LEGEND features. CMS does not keep historical records of calls transferred using Transfer-to-Split. An alternate transfer

method is Transfer-to-Queue, which requires additional hardware and does maintain historical records (see page 1-40).

Programming the Transfer-to-Split feature includes adding a ghost module to the system and assigning a Primary Coverage button for the ghost extension on all agent telephones requiring the feature. Have available MERLIN

LEGEND Form 1, System Planning, Form 2a, System Numbering—Station

Jacks, Form 4a, Analog Multiline Telephone, and Form 4b, Digital/lSDN (MIX)

Telephone.

Adding a Ghost Module

IMPORTANT:

You can program a ghost module only through a PC running SPM, not through the system console.

To determine the ghost module, refer to the back of Form 1 for the next logical module in the system after the last actual module. Complete the following steps at a PC running SPM.

PC Step

1.

Enter programming mode and display

Boards Menu

SPM

[ [

[ [

↵

↵

[F3]

]]

]]



2.

Select one of the following module types:

— 408LS

— 008ATL

— 008NT2

3.

Enter and save the slot number. Use the slot number displayed, which is the first available slot.

The system will restart

[F1]

[F7]

[F8]

Type the slot number

[F10]

[F5]

Assigning Primary Coverage Buttons

To assign a Primary Coverage button at each agent telephone with the

Transfer-to-Split feature, refer to Form 2a for the ghost extension number and

Forms 4a and 4b for the location of the button. Complete the following steps at each telephone.

Step Analog MLX

[Feature]

1.



(program) position

2.


Primary Coverage button and ghost telephone extension

Press button

❑ ❑ ❑ +

Press button

❑ ❑ ❑ + ghost extension ghost extension number number

3.

Exit


❑ tion



Transfer-to-Queue

The Transfer-to-Queue feature allows agents to transfer calls from one split to another. This feature uses a hardware loop-back arrangement that allows

CMS to maintain complete historical records on the new call. MERLIN

LEGEND programming includes setting up a calling group of tip/ring extensions and assigning Auto Login for the calling group. Refer to Form 6e,

Group Calling for the group number and tip/ring jack IDs.

S t e p MLX-20L PC

1.

Display Group Calling screen

Extensions

More

Grp Calling

Members

[F6]

[PgUp]

[F4]

[F9]

2.

Identify the calling group Dial calling and save entry group extension number

Type calling group extension number

Enter [F10]

3.

Assign tip/ring extensions to calling group

Dial extension, Type extension, slot and port, or slot and port, or logical ID logical ID

Enter [F10]

Repeat for each extension.

4.

Display the Group Type screen

Exit

More

Group Type

[F5]

[PgUp]

[F1]

5.

Identify the calling group Dial calling and save entry group extension

Type calling group extension number number

Enter [F10]



7.

Select Auto Login

8.


Auto Login

Enter

Exit

Exit

Exit

[F1]

[F10]

[F5]

[F5]

[F5]

All-Ring Operation

All-Ring operation causes all phones in an agent split to ring when a call comes to that split. The MERLIN LEGEND programming for All-Ring operation is the same as the programming for Transfer-to-Split. If you have already programmed the system for a Transfer-to-Split ghost station, you do not need to add another one. Simply program the Primary Coverage button for another extension on the ghost module on each agent phone in the All-Ring

split. All-Ring operation requires additional CMS programming (see p. 6-12).

Refer to Form 1, System Planning, Form 2a, System Numbering—Station

Jacks, Form 4a, Analog Multiline Telephone and Form 4b, Digital/ISDN (MLX)

Telephone for programming All-Ring operation. Follow the instructions under

“Transfer-to-Split” for programming a ghost module and assigning

Primary

Coverage buttons to agent telephones.


Installing the Hardware

After programming the MERLIN LEGEND system for CMS, your next step is to install the CMS hardware. Certain pieces of hardware are required, such as the CMS PC with a CMS interface card. Other hardware is optional depending on the customer’s needs. For example, a business may need external alerts or loop-backs for using Transfer-to-Queue.

This chapter first lists all the CMS hardware, both required and optional. It then lists the steps you complete for installing the hardware. As necessary, we’ve included detailed instructions for installing specific pieces of equipment.

Hardware Requirements

In addition to the hardware associated with the MERLIN LEGEND system,

CMS requires a PC, a CMS interface card, a printer, a Voice Announcement

Unit (VAU), a supervisor’s telephone, and agent telephones. Optional equipment for CMS includes headsets, a music-on-hold source, CMS external alerts, a view-only monitor, Transfer-to-Queue loop-backs, and an automated attendant.

This section lists both the required and optional hardware with specifications and additional requirements. Make sure you have the appropriate equipment available before beginning.

Hardware Requirements 2-1

Installing the Hardware

MERLIN LEGEND Hardware

The MERLIN LEGEND system supports a variety of analog, digital, and basic telephone modules. That hardware is described in the MERLIN LEGEND system documentation and will not be repeated. However, for CMS to work with the MERLIN LEGEND system, a certain hardware configuration is required:

■

System programming console or PC (running SPM) for programming the MERLIN LEGEND system.

■

Two analog modules with at least three DLC operator positions available for the CMS PC and the CMS supervisor telephone.

■

Analog or digital station modules for agent telephones. (Agent telephones cannot be connected to basic telephone modules.)

■

Loop-start and/or ground-start lines for all CMS lines/trunks. Acceptable modules for CMS lines/trunks include: 408 ATL, 408 ATL GS/LS,

400 LS, 800 LS, 800 GS/LS, 400 GS/LS.

■

T1 trunk channels set to loop-start. T1 trunks and ISDN PRI use

MERLIN LEGEND module 100 DS1.

■

A basic telephone module (012) for Transfer-to-Queue loop-backs.

CMS Hardware-Required

Table 2-1 lists the hardware required specifically for CMS. Where multiple

pieces of equipment appear in the Description column, any one listed is acceptable.

2-2 Hardware Requirements


Table 2-1. Required CMS Hardware

PC

Item Description

AT&T 6300 WGS, 640KB RAM, 3.5-inch floppy disk drive, and 30MB hard disk drive

Note: CMS also runs on the AT&T PC 6300, AT&T 6300

Plus, AT&T 6286 WGS, AP PLUS, and AP2+.

Monitor and Video

Card

CMS Card

Voice

Announcement

Unit (VAU)

— AT&T Model 324 monochrome VGA monitor and VDC

600 VGA video card

— AT&T Model 329D color VGA monitor and VDC 600

VGA video card

— AT&T Model 318 color monitor and VDC 400 CGA,

750 EGA, or built-in video card

— AT&T Model 319 color monitor and VDC 400 CGA,

750 EGA, or built-in video card

Note: These video cards are only for the 6300 WGS and

6286 WGS.

CMS interface card with two 14-foot, 4-pair modular plug station cords and one 14-foot DIN connector cord for connection to Voice Announcement Unit

DACON DA-5* Digital Announcer

Parallel

Printer

— AT&T 570 printer





Printer

Cable

CMS

Supervisor

Telephone

Agent

Phones

Parallel printer cable

MERLIN® II Attendant Display Console

Any analog or MLX telephones supported by the MERLIN

LEGEND system

CMS Hardware-Optional

Table 2-2 lists the optional hardware for CMS. Where multiple pieces of equipment appear in the Description column, any one of them is acceptable.

Table 2-2. Optional CMS Hardware

Item

Headsets

Description

— Starset Headsets and 502C headset adapter, for

Music-

On-Hold

(MOH)

External

Alerts

— StarMate-E Headset, for MLX phones

Magic on Hold

®

MOH coupler

— External alert strobe (recommended)

— External alert bell

— External alert horn

— External alert horn

2-4 Hardware Requirements


— External alert deluxe chime

SPIRIT® Alerter Interface

Multiple

View-

Only

Monitor

Automated

Attendant

— AT&T Model 324 monochrome VGA monitor

— AT&T Model 329D color VGA monitor

Video splitter

Video cabling

Note: Works only with PCs that support VGA graphics.

Automated Attendant is provided through Dedicated

Automated Attendant (DAA), IS-II AUDIX® Voice

Power (AVP), or IS-II AUDIX Voice Power/Automated

Attendant (AVP/AA). To use with CMS, the automated attendant requires a loop-back consisting of one tip/ring jack, one loop-start jack, and one short modular cord for each loop-back.

Transfer-to-Queue Each loop-back requires one tip/ring jack, one loop-

Loop-Backs start jack, and one short modular cord connecting the two.



Installation Procedures

IMPORTANT:

Read this section carefully before beginning to install the equipment.

Gather all equipment, tools, and source documents before starting.

Installing CMS for the MERLIN LEGEND system includes configuring the

MERLIN LEGEND system for CMS, assembling and connecting the CMS PC and phones, and installing optional equipment.

This section first lists the general procedures in the order you should perform them (Table 2-3). Each procedure includes a source for detailed assembly and installation instructions. Most of these sources are the documents that accompany the equipment. Refer to these instructions for proper installation.

For equipment that has no assembly documentation or requires special connection instructions for CMS, the instructions appear later in this section.

NOTE:

If this installation is an upgrade from MERLIN II CMS, complete only the steps

marked with an asterisk (*). Refer to Appendix B.

Follow these steps in order.

Table 2-3. General Installation Steps

Step

1.*

2.

Description and Source

Install the MERLIN LEGEND control unit, if necessary.

Source: MERLIN LEGEND Communications System Installation,

Programming, and Maintenance.

Install Dedicated Automated Attendant (if applicable).

Source: Installation guide for the unit and page 2-16 of this guide.

2-6 Installation Procedures


3.

4.

5.

6.

7.

8.*

9.

10.

11.

Install CMS external alert and alert interface (if applicable).

Source: Page 2-9 in this guide.

Assemble and install the CMS supervisor telephone and agent telephones.

Source: MERLIN LEGEND Communications System Installation,

Programming, and Maintenance.

Install the CMS interface card in the CMS PC.

Source: Call Management System Installation Guide.

Change the default DIP switch setting on the VDC 600 board to accommodate CMS (required only on the 6300 WGS and 6286 WGS with a VGA graphics monitor).

Source: Page 2-11 in this guide.

Connect the keyboard and monitor to the CMS PC.

Source: Installation instructions for the PC.

Connect the CU1 and CU2 ports on the CMS interface card (in the

CMS PC) to the MERLIN LEGEND control unit.


Install the voice announcement unit.

Source: Installation instructions for the VAU.

Connect the AUX port on the

CMS

interface card (in the CMS PC) to the voice announcement unit.

Source: Page 2-14 in this guide.

Install the printer.

Source: Installation instructions for the printer.

Installation Procedures 2-7

12.

13.

14.

15.

16.

Change the printer options to accommodate CMS (570 and 571 printers only).

Source: Page 2-15 in this guide and the printer manual.

Install music on hold or Magic on Hold unit and music-on-hold coupler (if applicable).

Source: Installation instructions for the MOH unit and coupler.

Install headset adapters and headsets (if applicable).

Source: Installation instructions for the headset.

Install multiple view-only monitors (if applicable).


Install transfer-to-queue loop-backs (if applicable).




Installing the External Alert

The CMS external alert is an optional device that indicates when an undesirable situation affecting a split or line group has occurred. Unlike alerting devices for the MERLIN LEGEND system, the CMS alert connects to a dedicated line jack on the MERLIN LEGEND control unit through a SPIRIT CS Alerter

Interface and is the only alert that can be used to monitor CMS exceptions.

The SPIRIT CS Alerter Interface requires special wiring between the control unit and the interface. To install the interface and alert, complete the following steps. You will need MERLIN LEGEND Form 2c, System Numbering—

Trunk Jacks to identify the line jack to which each alert connects.

1.

2.

Place the alerter interface as close as possible to the MERLIN LEGEND control unit and an AC outlet not controlled by a switch.

Using 2-pair DIW wire and modular connectors, make a cord long enough to run between the alerter interface and the control unit having

the wiring positions shown in Figure 2-1.

IMPORTANT

Make sure you reverse the green and yellow wires in positions 3 and 4, respectively.

4.

5.

3.

6.

Connect the cord you built in step 2 to the control unit and the alerter interface, taking care to insert the correct plug into each unit.

Place the external alert where desired.

Run a standard 2-pair cord between the external alert and the alerter interface. If the distance is less than 25 feet, use a standard 4conductor modular cord set. If the distance is greater than 25 feet, make a cord the proper length using 2-pair DIW wire and modular connectors. Make sure the connections are the same on both ends (position 1, black; position 2, red; position 3, green; and position 4, yellow).

Connect the cord from step 5 to the external alert and the alerter interface.



7. Plug the alerter interface into the AC outlet.

8. Test the external alert at the CMS supervisor console by selecting the line button assigned to the alert and lifting the handset.

The alert should activate. If it does not, refer to Chapter 9, “Troubleshooting.”

Figure 2-1 shows a CMS external alert connected to the MERLIN LEGEND system with a SPIRIT CS Alerter Interface.

A l e r t d e v i c e

CO lines

SPIRIT CS Alerter

Interface

MERLIN LEGEND System control unit

Power

Supply

Jack 20

CO lines to be assigned to CMS

1

Alerter Interface Wiring

Alerter

Interface

Control

Unit

Black

1

2

Red

2

3 Green

4

❘

❘

3

Green

4

Figure 2-1. CMS External Alert Connection



Changing the VDC 600

Board DIP Switch Setting

IMPORTANT:

This procedure is required only for the 6300 WGS and 6286 WGS with

VGA graphics.

Configure the VDC 600 board (video controller board) for 8-bit video memory data path and 8-bit BIOS. The DIP switches for the board are visible on the back of the PC. To configure the board, complete these steps:

1. Turn PC off, if it is on, and wait for the hard disk to stop spinning.

2. Turn the PC to show the DIP switches on the VDC 600 card.

3. Move DIP switch 4 from the default ON position to OFF.

Figure 2-2 shows the required VDC 600 DIP switch settings.

DIP Switch

Settings for CMS

Figure 2-2. VDC 600 DIP Switch Locations and Settings


Connecting CU1 and CU2 to the MERLIN LEGEND System

The connection between the CMS PC and the MERLIN LEGEND system uses the two ports (CU1 and CU2) on the CMS interface card and two DLC operator jacks on the MERLIN LEGEND control unit. The DLC operator ports used for CMS must be on the same analog module. Refer to Form 2a, System

Numbering—Station Jacks, for the jacks assigned to CU1 and CU2. Use the two 14-foot modular cords included with the CMS interface card to make the connection.

To connect the CMS PC to the MERLIN LEGEND system, complete these steps:

1. Turn the PC to show the three ports on the CMS interface card.

2. Plug one of the 14-foot modular station cords provided in the CMS hardware package into the port labeled “CU1” on the CMS interface card.

3. Plug the other end of the cord into the appropriate DLC operator station jack on the MERLIN LEGEND control unit.

4. Plug the other 14-foot modular station cord into the port labeled “CU2” on the CMS interface card.

5. Plug the other end of the cord into the DLC operator station jack on the

MERLIN LEGEND control unit assigned to CU2.

Figure 2-3 shows the connection between the CMS interface card ports CU1

and CU2 and the two DLC operator ports on the MERLIN LEGEND control unit.



To operator port 18

To Operator port 22

CU1

CU2

Figure 2-3. Connecting CU1 and CU2 to the MERLIN LEGEND Control Unit



Connecting the Voice

Announcement Unit

The voice announcement unit (VAU) connects to the CMS PC through the

“AUX” port on the CMS interface card. Use the 14-foot cord with the DIN connector included with the CMS interface card to complete the connection.

To connect the VAU to the CMS PC, complete these steps:

1. Turn the PC to show the three jacks on the CMS interface card.

2. Plug the 14-foot cord for the VAU into the jack labeled “AUX” on the interface card.

3. Plug the other end of the cord into the connecting cord attached to the back of the VAU.

Figure 2-4 shows the connection between the VAU and the CMS PC.

Figure 2-4. Connecting the VAU to the CMS PC


To ac outlet


570 and 571 Printer Option Changes

If the CMS is using the AT&T 570 or 571 printer, some of the default options must be changed. The correct option settings for these printers are shown in the following table. All the other options should retain the factory settings for

MS-DOS operation. Refer to the printer guide for instructions on how to change these settings.

Option

AUTO CR

BUF.FULL

AUTO LF

Required Setting

CR + LF

NO LF

CR + LF

Installing a View-Only Monitor

Installing an optional second monitor requires a video splitter, video cabling, and a second monitor. The video splitter connects to the video port on the

PC and the two monitors connect to ports on the video splitter. A single keyboard governs what appears on both monitors.

NOTE:

The view-only monitor works only with a VGA video adapter, such as an AT&T

VDC 600 video card or a built-in PS2 video port. It does not work with an

AT&T VDC 400 or AT&T VDC 750 video card, nor with the built-in video adapters of the AT&T 6300 PC and AT&T 6300 Plus.

To install the video splitter and two monitors, complete these steps:

1. Connect the video splitter to the video port on the back of the PC.

2. Connect one end of a video cable to a port on the video splitter.

3. Connect the other end of the video cable to the monitor.

4. Repeat steps 2 and 3 for the second monitor.



5. Plug the video splitter into an AC outlet not controlled by a switch.

Figure 2-5 shows the connection between the video splitter, the PC, and the two monitor cables.

To video port

To monitor 1

To AC outlet

To monitor 2

Figure 2-5. Connecting a View-Only Monitor

Installing Loop-Backs

The loop-back arrangement for an Automated Attendant or the Transfer-to-

Queue feature consists of a tip/ring station jack (on an 012 module) and a loop-start line jack (on a loop-start module) connected by a single pair modular cord. Each loop-back requires one modular cord. Refer to Form 2a, Sys-

tem Numbering—Station Jacks and Form 2c, System Numbering—Line Jacks for the jacks to be used for Transfer-to-Queue loop-backs.

NOTE:

Make sure that a ring generator is properly installed in the power supply, otherwise CMS won’t recognize the calls sent through the loop-back.



To install a loop-back, complete these steps:

1. Insert the modular plug on one end of the cord into a tip/ring Station jack.

2. Insert the modular plug on the other end of the cord into a loop-start line jack.

3. Repeat for each loop-back.

Figure 2-6 shows a loop-back.

Power

Supply l o o p - s t a r t j a c k s m o d u l a r c o r d s t i p / r i n g jacks

Figure 2-6. Loop-Back


Installing the Software

After the hardware is installed, you install the CMS software next. This task

® includes installing the MS-DOS operating system and the CMS program software. This chapter gives instructions for installing both types of software.

Before installing the CMS software, make sure that CMS will be working on a hard disk dedicated exclusively to running the CMS program and storing

CMS reports. The CMS PC cannot be used for MERLIN LEGEND system programming or any other applications.

If you are installing CMS for the first time, you will first have to format the hard disk and install MS-DOS, version 3.3. If you are upgrading from another

MERLIN CMS system and using the same CMS PC, you do not have to reformat the hard disk.

IMPORTANT

If this installation is an upgrade, read Appendix B before beginning for

instructions on retaining and/or replacing CMS files.

3-1

Installing the Software

Installing MS-DOS

Before installing the CMS software, you must install the MS-DOS software.

For a new system, installation includes formatting the hard disk, installing

MS-DOS, and setting the date and time. For an upgrade, installation requires only installing MS-DOS 3.3, if necessary.

To install MS-DOS, complete the following steps. Have the MS-DOS manual that came with the PC available for reference.

IMPORTANT:

If you are upgrading CMS from MERLIN II Release 2 CMS, do not com-

plete steps 3 and 4, unless you have backed up the files in the

CMSMGMT and CMSREPT directories and can restore them later. Steps

5 and 6 below are also optional for an upgrade.

1.

2.

3.

4.

Locate the User’s Guide: AT&T 6300 WGS Processor that came with the

6300 WGS. The MS-DOS system diskette is in the envelope at the back of the guide. If you are upgrading on a different system, locate the new

MS-DOS diskette. Keep the manual available for detailed information on the following steps.

Insert the MS-DOS diskette into the computer.

Create an MS-DOS partition using the entire hard disk.

Format the hard disk drive. Use the format command with the /

S option to format the disk and copy the MS-DOS system files onto the disk: format c: /s

5.

6.

Install the MS-DOS programs onto the hard disk.

Set the date and time for CMS operation and reports.

3-2 Installing MS-DOS


Installing the CMS Software

CMS is provided on two types of diskettes:

■

■

Two 5.25-inch floppy diskettes, for use with the AT&T PC 6300 WGS and AT&T PC 6300.

One 3.5-inch diskette, for use with the AT&T 6286 WGS.

Two sets of the CMS software are included—one working copy and one backup copy. Use the working copy for installing the software. Store both the working and backup copies in a safe place.

IMPORTANT

If this installation is an upgrade, refer to Appendix B for special instruc-

tions.

CMS comes with an auto-installation program that checks for adequate memory and installs the program files. It also creates autoexec.bat and

config.sys files so that the CMS starts automatically whenever the PC is turned on. (If these files exist, CMS modifies them, if necessary.)

To install the CMS program, complete the following steps:

1. Insert the working copy of the CMS software into drive A.

2. If the A>

prompt does not appear on the computer screen, type a: and press

[ [ ↵ ] ] .

The

A

> prompt should appear on the screen.

3. Type cmsinstall and press

[ [ ↵ ]]

.

The following message appears in the upper portion of the screen:

****Call Management System for the MERLIN LEGEND CMS

****Installation Procedure

This message remains on the PC screen throughout the installation procedure.

Installing the CMS Software 3-3


Additional messages appear in the lower area of the screen. For example,

****Installation Now in Progress.

Please wait...

often appears on the screen during the installation process.

If the system has less then 512K 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 the system by increasing its RAM to a minimum of 512K before you can continue the installation procedure.

4. If you are using 5.25-inch diskettes and the installation is error-free, the installation procedure stops when the first diskette has been completely copied. The following message prompts you for the second diskette:

****Insert Floppy #2. Press Enter to Continue.

Remove the first diskette, insert the second diskette, and press

[ [ ↵ ]]

to continue the installation.

If you are using either 5.25- or 3.5-inch diskettes, the installation procedure may be interrupted for any of the following:

■

Errors on the CMS diskette cause the following message to appear on the screen:

****Error on Installation Floppy Disk

Try Installation from another Floppy

Restart the installation using the backup copy of the diskette. If that diskette has no errors, make a copy of it to replace the bad working copy. Discard the bad copy.

■

Insufficient storage space on the hard disk causes the following message to appear on the screen:

3-4 Installing the CMS Software


****Insufficient Disk Space for CMS.

An additional xxxK is required.

Delete Old Files and Try Installation Again.

where xxx is the amount of additional space required.

Once the installation program has copied all the CMS programs and files onto the hard disk, this message appears on the screen:

****Call Management System Successfully Installed

The CMS program returns control to MS-DOS and the

A

> prompt appears.

5. Remove the CMS diskette from the disk drive and place it in its paper sleeve. Store the diskettes in a safe place, such as the pocket on the back cover of the CMS Supervisor’s Guide.

Installing the CMS Software 3-5

CMS Programming Basics

Once the CMS hardware and software are installed, you are ready to begin programming CMS. This chapter and the next two chapters cover the programming necessary to get CMS up and running with a single shift configuration. Further programming is covered in the CMS Supervisor’s

Guide.

This chapter describes the basics of CMS programming, including starting

CMS, moving between CMS screens, entering data, editing data, using the help screens, and leaving CMS. These instructions apply to all CMS programming and use. Refer to this chapter if you have questions while entering data in the succeeding chapters.

Starting CMS

The first step in programming or using CMS is to start the program. The first

CMS screen that appears is the CMS Main Menu. This menu is the gateway to CMS programming and to running call management.

Starting CMS 4-1

CMS Programming Basics

To start CMS and display the CMS Main Menu:

1. Turn on the computer.

CMS starts automatically from the autoexec.bat file, and displays the CMS

Main Menu (Figure 4-1).

2. To select an item from the Main Menu, press the appropriate function key (for example, [F4] to program, or administer, CMS).

Bon Voyage Travel CMS CMS R3.0

7:38p 03/04

C A L L M A N A G E M E N T S Y S T E M

(C M S)

F O R T H E A T & T M E R L I N L E G E N D ( T M ) C S

( c ) 1 9 9 1 b y A T & T

MAIN MENU

F1 - Start Cal 1 Management

F4 - Administer CMS

(Agents, Lines, Configurations)

F5 - Print Reports

F8 - Exit to DOS

F Start lCall Mgt

F Admin

4 CMS

F Print

5Reports

F10 - Help

F Exit

8 to DOS

Figure 4-1. CMS Main Menu

4-2 Starting CMS


When You Need Help

Any time you need more information about using CMS, the on-line help screens are available. To see a help screen from any CMS screen, press

[F10] (Help). A help screen that describes the screen or the prompt appears.

To exit a help screen and return to the previous screen, press any key. Note that 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.

Moving Between CMS Screens

CMS uses a variety of screens for programming and monitoring the system.

The function keys allow you to move between these screens. In addition, function keys initiate tasks (such as Start Call Mgmt on the CMS Main Menu) and provide editing capabilities (see the following section).

On each screen, the function key labels appear across the bottom of the

screen with the function key number and a description, as shown in Figure

4-2 on the Shift Configuration screen. For example, [F2] is shown as

F Line

2 Groups and displays the the Line Groups screen when pressed.

The other function keys on this screen allow you to:

■ display the Splits screen (function key [F1] )

■ display the Call Flow screen (function key [F3] )

■ clear the agent split information (function key [F5] )

■ display the Configuration List screen (function key [F7] )

■ display the Administration Menu (function key [F8] )

Moving Between CMS Screens 4-3


Bon Voyage Travel

F Splits F Line

1

F Call

2 Groups 3 Flow

F Clear

5 Agents

ADMIN CMS R3.0

7:40p 03/04

Split

1 PERS

2 CHART

AGENT SPLITS

❘

— A g e n t —

Pos ID

❘

Split

3 CORP 16 TOM

17 CLIFF

19 ERNIE

21 DEB

23 BOB

24 SHERM

25 WALT

27 BEN

28 SAM

29 NORM

31 DI

32 CARLA

33 BJ

35 MAX

4 SUPPT

5 -

6 -

❘

— A g e n t —

Pos ID

❘

37 IKE

39 TINA

40 DIANA

42 RON

43 NANCY

LINE GROUP OPTIONS

Num Answer Force Auto

Group Lines Delay Delay ACW

A PUBLC 4 5s Off 20s

B SPECL 3

C CHART 6

5s

5s

Off

Off

30s

10s

D CORP 2 5s Off 15s

❘ ❘

CALL FLOW

Gp Main Sec Flow

A

B

1 3 On

1 3 On

C 2 4 On

D 3 Off

Flow All

Spl Thresh Ring

1

2

10s Off

5s Off

3

4

5

6

30s Off

30s Off

30s Off

30s Off

Configuration #1 - DAY

F10 - Help

F Config F Admin

7 List 8 Menu

Figure 4-2. Shift Configuration Screen

For an overview of the CMS screens, see the diagrams in Appendix A.

NOTE:

The function keys discussed in this guide are the same on all keyboards.

Any design differences between the keyboards affect the position of the keys, but not their function. This guide uses the AT&T 6300 WGS as the standard.

4-4 Moving Between CMS Screens


Entering and Editing Data

You can enter and edit data only on certain CMS screens. These screens display the data entry prompt and the editing function keys. For example, the

Shift Configuration screen shown in Figure 4-2 is not an editing screen. If we

press [F2] (Line Groups) on that screen, CMS highlights the Line Groups section of the screen with a box (Figure 4-3).

Bon Voyage Travel ADMIN CMS R3.0

7:42p 03/04

Split

1 PERS

2 CHART

AGENT SPLITS

❘

— A g e n t —

Pos ID

❘

Split

16 TOM

17 CLIFF

19 ERNIE

21 DEB

3 CORP

4 SUPPT

23 BOB

24 SHERM 5 -

25 WALT 6 -

27 BEN

28 SAM

29 NORM

31 DI

32 CARLA

33 BJ

35 MAX

❘

— A g e n t —

Pos ID

❘

37 IKE

39 TINA

40 DIANA

42 RON

43 NANCY




A PUBLC 4

B SPECL 3

C CHART 6

D CORP 2

5s

5s

5s

5s

Off

Off

Off

Off

20s

30s

10s

15s

❘ ❘


C

D

A

B

CALL FLOW

Flow All

Spl Thresh Ring

1 3 On

1 3 On

2 4 On

3 Off 5

6

3

4

1

2

10s Off

5s Off

30s Off

30s Off

30s Off

30s Off

Configuration #l - DAY

F Answer F Force

1 Delay 2 Delay

F Auto

3 ACW

F Config

7 Screen

F10 - Help

Figure 4-3. Line Groups Screen

The Line Groups screen is also not an editing screen. However, pressing any of the function keys on that screen brings up an editing screen on which we

can enter specific line group information. Figure 4-4 shows the Answer Delay

editing screen that appears when we press [F1] (Answer Delay) on the Line

Groups screen.

Entering and Editing Data 4-5



ANSWER DELAY: Group Letter:

F Cancel

1 Prompt

ADMIN CMS R3.0 7:44p 03/04

AGENT SPLITS

❘

— A g e n t —

Pos ID

❘

Split

1 PERS 16 TOM

17 CLIFF

19 ERNIE

21 DEB

Split

3 CORP

4 SUPPT

23 BOB

24 SHERM 5 -

25 WALT 6 -

2 CHART 27 BEN

28 SAM

29 NORM

31 DI

32 CARLA

33 BJ

35 MAX

❘

— A g e n t —

Pos ID

❘

37 IKE

39 TINA

40 DIANA

42 RON

43 NANCY




A PUBLC 4

B SPECL 3

C CHART 6

D CORP 2

5s

5s

5s

5s

Off

Off

Off

Off

20s

30s

10s

15s

CALL FLOW

Flow All

Spl Thresh Ring

❘ ❘


A 1 3 On

1

2

10s Off

5s Off

B c

D

1 3 On

2 4 On

3 Off 5

6

3

4

30s Off

30s Off

30s Off

30s Off

Configuration #1 - DAY

How Many Seconds:

FPrevious F Next

5 Field 6 Field

F Enter

8 D a t a

Figure 4-4. Answer Delay Editing Screen

Editing Prompt and Function Keys

On each editing screen, an editing prompt appears on the line above the function keys. The cursor moves to the first field of the editing prompt and the function keys change to provide editing capabilities. For the Answer

Delay editing screen, the prompt is:

ANSWER DELAY: Group Letter: _ How Many Seconds: _____

4-6 Entering and Editing Data

The editing function keys for this screen and all editing screens are:

F Cancel

1 Prompt

F Previous

5 Field

F Next

6 Field

F Enter

8 Data

To enter data at the prompt, simply type in the entry for the field where the cursor is located. To move to the next prompt field, press [F6] . To save the entry and return to the normal function keys, press [F8] . To cancel the prompt at any time and return to the normal function keys, press [F1] .

Guidelines for Entering Data

When entering data at a prompt, note the following guidelines:

■

CMS accepts uppercase or lowercase letters. In the examples in this manual, entries are usually shown in lowercase letters. On the computer screen, almost all entries appear as uppercase letters, even if entered as lowercase letters. (However, the system displays agent names and the business name exactly as you type them.)

■

Some fields require numbers or special characters. Spaces are not allowed, so use an underscore instead. To enter an underscore, use the shift of the hyphen, located in the top row of the keyboard.

■

Press [F8] (Enter Data), [Return] , or

[ [ ↵ ] ] when you finish typing an entry to tell the computer to process the data you have entered. The cursor can be in any field when you press these keys.

■

The computer beeps and displays an error message if you have skipped a required field in a prompt and pressed [F8] , [Return] , or [

↵ ]] .

■

The computer also beeps and displays an error message if you make an invalid entry, such as entering a letter instead of a number. Reenter the correct data and continue.

Entering and Editing Data 4-7


Alternate Editing Keys

In addition to the editing function keys, other keys perform some of the same tasks. Table 4-1 shows these alternate keys.

Table 4-1. CMS Editing Keys

Press Or

[F1] [Delete]

[F5]

Cancel a prompt.

To

[ ] + [ ] Move to the beginning of the previous field.

[F6]

[F8]

[ ]

[ [ ↵ ]]

Move to the beginning of the next field.

Indicate you have finished your response.

Simple Editing Procedures

After you have entered data, you may need to change the entries. CMS screens include simple editing capabilities as described in Table 4-2.

Table 4-2. Editing Procedures

To Do this

Change a characMove the cursor to the incorrect character and type ter in a field another character over it.

Add characters at Press

[ [ → ]]

after the last character and type additional end of an entry 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.

(You cannot use [Insert] to insert a character between other characters.)

4-8 Entering and Editing Data


Replace a long entry with a shorter entry

Type over the characters you want to change, then press the space bar after the last character of the new entry. The remaining characters in the previous entry disappear.

For example, to change “Joseph” to “Joe”:

1. Move the cursor to “s”

2. Type “e”

3. Press the space bar.

The letters “eph” disappear.

Leaving CMS

You can leave CMS at any time by using the function keys. The exact procedure changes depending on the screen on which you are working. In general, pressing [F7] or [F8] returns you to the previous level of screens. Once you are at the CMS Menu, make sure you have saved your changes. Once you have, simply turn the computer off.

Leaving CMS 4-9

Identifying Agents and Lines

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

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

Directory Planning Form. Each agent’s entry in the directory includes his or her name and ID.

Identifying the CMS lines includes adding lines to CMS, designating priority lines and assigning line group IDs. The CMS lines, priorities, and IDs are listed on the Line Group Planning Form.

5-1

Identifying Agents and Lines

Getting Started

The options for programming agents and lines appear on the Administration

Menu (Figure 5-1). To display this menu from the CMS Main Menu, press [F4]

(Admin CMS).

Bon Voyage Travel ADMIN CMS R3.0 7:51p 03/04

Administration Menu

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

F Config F Agent

1 List

F Lines/

2Directry 3 Groups

Figure 5-1. Administration Menu

F Set F Select

5Options 6Exceptns

F10 - Help

F E x i t

8 Admin

5-2 Getting Started


Creating an Agent Directory

The agent directory is the master list of all CMS agents. Each agent entry includes the first name, last name, and unique ID of up to five characters.

The ID identifies the agent for making changes to the directory and in all exception messages.

To create an agent directory, display the Agent Directory screen by pressing

[F2] (Agent Directory) on the CMS Administration Menu. If this is an initial ins-

tallation, the screen is blank (Figure 5-2). Figure 5-3 shows a completed

screen.


Last Name First

ADMIN CMS R3.0 7:53P 03/04

AGENT DIRECTORY

ID Last Name First ID

F Cancel

1 Prompt

Figure 5-2. Agent Directory Screen


5 Field 6 Field

F Enter

8 Data

Creating an Agent Directory 5-3


Refer to the completed Agent Directory Planning Form for a list of all agents.

Complete the following steps to create the Agent Directory.

1.

Press [F2] (Agent Directory) on the Administration Menu.

2.

The Agent Directory screen appears. For an initial installation, the directory is

blank (see Figure 5-2).

To add an agent, press [F1] (Add Agent).

The screen’s function keys are replaced by the editing function keys, and the following prompt appears on the prompt line:

ADD AGENT: Last Name: ___________ First:______ ID:_____

3.

4.

Refer to the Agent Directory Planning Form and type in the following information for the agent, pressing [F6] to move the cursor from one field to the next:

■

Last name: up to 12 letters, numbers, or special characters such as * or #

■

First name: up to 8 letters, numbers, or special characters

■

Agent ID: up to 5 letters, numbers, or special characters

To correct errors in an entry before saving it, use the backspace or editing keys to move around on the prompt line.

To save the agent entry, press [F8].

The prompt disappears, the screen’s function keys replace the editing function keys, and the new agent appears on the agent directory.

NOTE:

To change agent information after saving an entry, use [F2] (Remove

Agent) or [F3] (Change Agt Info) and follow the prompts.

5.

Repeat steps 2 through 4 for each agent. Figure 5-3 shows a com-

pleted Agent Directory screen.

5-4 Creating an Agent Directory


6. When you have entered all the agents, press [F8] (Admin Menu) to return to the Administration Menu.


Last Name

Anders

Bakerson

Chanleys

Chapman

Claren

Clover

Easttree

Fielding

Fielding

Hall

Honelly

Kiley

Kloner

Mailer

ADMIN CMS R3.0

7:54p 03/04

First

Harry

Tom

Diane

Charlie

Clifford

Ward

Clint

Sally

William

Benny

BillyJoe

Gene

Maxwell

Sam

ID

HARRY

TOM

DI

CHUCK

CLIFF

WARD

CLINT

SALLY

BILL

BENNY

BJ

GENE

MAX

SAM

AGENT DIRECTORY

Last Name

Middon

O’Rourke

Pantilly

Patrick

Peters

Piers

Price

Reynolds

Rice

Rice

Turner

Turtone

Turtone

Weiss

First

Beth

Walter

Ernie

Bob

Norman

Benjamin

Sherman

Nancy

Diana

Ronald

Carla

Ike

Tina

Debra

ID

BETH

WALT

ERNIE

BOB

NORM

BEN

SHERM

NANCY

DIANA

RON

CARLA

IKE

TINA

DEB

F Add

1 Agent

F Remove

2 Agent

F Change

3Agt Info

F10 - Help


7 Splits 8 Menu

Figure 5-3. Completed Agent Directory Screen

NOTE:

You can also add agents from the Agent Split screen (see page 6-4). How-

ever, this screen accepts only 28 agents. We recommend that you set up the initial agent directory with the Agent Directory screen.

Creating an Agent Directory 5-5


Programming CMS Lines

The Line Groups Planning Form identifies the CMS system lines and line groups as well as any priority lines used for CMS. This section gives procedures for adding lines to CMS, identifying priority CMS lines, and assigning

CMS line group IDs.

To program the lines and line groups, display the Administer Lines and Line

Groups screen by pressing [F3] (Lines/Groups) on the CMS Administration

Menu. If

this is an initial installation, the screen is blank (Figure 5-4). Figure

5-5 shows a completed screen.


Group

❘

Btn

ADMIN CMS R3.0 7:55p 03/04

ADMINISTER LINES AND LINE GROUPS

Line

ID Priority

❘

Group

❘

Btn

Line

ID Priority

❘

F Add

1 Line

F Remove F Move

2 Line 3 Line

F Change F Change F Change

4Priority 5Line ID 6Group ID

Figure 5-4. Administer Lines and Line Groups Screen

F10

-

Help

F Admin

8 Menu

5-6 Programming CMS Lines


The following sections give instructions for adding lines, identifying priority lines, and assigning line group IDs. When you finish programming the CMS lines, press [F8] (Admin Menu) on this screen to return to the Administration

Menu.

Adding Lines

At initial setup, you must enter each CMS line (including external alerts and transfer-to-queue loop-backs) on this screen. To add a line:

1.

Press [F1] (Add Line) on the Administer Lines and Line Groups Screen.

The editing function keys replace the screen’s function keys, and the following prompt appears on the prompt line:

ADD LINE: Button #:__Line ID:______ Group Letter:__

2.

3.

Refer to the Line Group Planning Form and type in the following information for each line, pressing [F6] to move the cursor from one field to the next:

■

Button #: one or two digits, entered in numerical order

■

Line ID: up to five characters; for example, the last four digits of the telephone number

■

Group Letter: A, B, C, or D

To correct errors in an entry before saving it, use the backspace or editing keys to move around on the prompt line.

To save the entry, press [F8] (Enter Data).

4.

The prompt disappears, the screen's function keys replace the editing function keys.

Repeat steps 1 and 2 for each CMS line. To make a change after entering the information for a line, use [F2] (Remove Line) to remove the line, and [F1] (Add Line) to add the line again, with the correct information.

Figure 5-5 shows a screen with CMS lines.

Programming CMS Lines 5-7


Identifying Priority Lines

Calls on priority lines are answered before other calls in the same line group.

For any lines identified as priority lines on the Line Groups Planning Form, complete the following steps.

1.

Press [F6] (Change Priority).


CHANGE PRIORITY: Line ID:______

2.

3.

Enter the ID of the priority line. The ID is the last four or five digits of the telephone number.


4.

The prompt disappears, the screen’s function keys replace the editing function keys, and a plus sign (+) appears in the Priority column on the screen.

Repeat steps 1 through 3 to identify other priority lines.

Assigning Line Group IDs (Optional)

The Line Group Planning Form may list a 5-character ID for each line group in addition to the line group letter. If so, enter the line group IDs, by completing following steps.

1. Press [F6] (Change Group ID).


CHANGE GROUP ID: Group Letter:

— —

New Group ID:_____

2. Enter the group letter and group ID for a line group.

5-8 Programming CMS Lines


3. To save the entry, press [F8] (Enter Data).

The prompt disappears, the screen’s function keys replace the editing function keys, and the line group ID you entered appears on the screen.

4. Repeat steps 1 through 3 for each line group. Figure 5-5 shows a completed Line Groups screen.


Group

A PUBLC

❘

ADMIN CMS R3.0

7:56p 03/04

ADMINISTER LINES AND LINE GROUPS

Btn

Line

ID Priority

3 1816

4 1808

5 1818

10 8515

❘

Group

D CORP

❘

Btn

Line

ID Priority

21 918

❘

B SPECL 11 8532

12 8518

13 8531

C CHART

D CORP

14 911

15 912

16 913

17 914

18 915

19 916

20 917

F Add

1 Line

F Remove F Move

2 Line 3 Line

F Change F Change F Change

4Priority 5Line ID 6Group ID

F10 - Help

F Admin

8 Menu

Figure 5-5. Completed Line Groups Screen

Programming CMS Lines 5-9

Building a

Shift Configuration

The next step in setting up CMS is to build an initial shift configuration.

Building a shift configuration includes selecting the configuration, assigning an ID and agents to each split, programming call flow, programming intraflow, setting AlI-Ring operation (if applicable), and naming the configuration. The Agents Splits Planning Form and the Shift Configuration

Planning Form contain the information you need to complete these tasks.

After building this initial shift configuration, you will choose it to be used as the start-up configuration. Other shifts can be added later for evenings, nights, and weekends. CMS can store up to six shift configurations, but uses only one at a time.

NOTE:

Some functions (such as the delays and the intraflow threshold) have initial settings that are automatically in effect as soon as CMS begins managing calls. If you do not change them at this time, they can be changed after CMS has been monitored for several days.

6-1

Building a Shift Configuration

Getting Started

To start building a shift configuration, display the Stored Shift Configurations by pressing [F1] (Config List) on the Administration Menu. If this is an initial installation, the screen shows all the shift configurations as UNUSED (Figure

6-1). Once you build and name a shift configuration, the name appears on this screen.

The function keys identify the tasks you can complete from this screen, as described in the following sections.

Bon Voyage Travel ADMIN CMS R3.0 7:58p 03/04

STORED SHIFT CONFIGURATIONS

1 - UNUSED

2 - UNUSED

3 - UNUSED

4 - UNUSED

5 - UNUSED

6 - UNUSED

F Select F Save F Rename F Choose

1 Con fig 2 Con fig 3 Config 4Startup

Figure 6-1. Stored Shift Configuration Screen

F10 - Help


7 Screen 8 Menu

6-2 Getting Started


Selecting a Configuration

The first step in building a shift configuration is to select the configuration.

For an initial installation, select the first UNUSED configuration from the

Stored Shift Configurations screen.

1. Press [F1] (Select Config).

The editing function keys replace the screen’s function keys, and the following prompt appears:

SELECT CONFIGURATION :

Config #:_

2. Enter the number of the configuration. For an initial installation, type 1 for the first configuration.

3. Press [F8] (Enter Data).

The Configuration screen for the first configuration appears (Figure 6-2). For a

new shift configuration, the screen is blank.

As you build the configuration, you will be adding the agent splits, line group options, and call flow options on this screen. When you select one of these items, the program highlights that part of the screen with a box. You can then use the function keys to choose tasks for that portion of the screen.

NOTE:

On the Stored Configuration List, the name of the selected configuration changes from UNUSED to CONFIG 1. Once you have built the configuration,

rename it (see page 6-13).

Selecting a Configuration 6-3


Split

AGENT SPLITS

❘

— A g e n t —

Pos ID

❘

Split

❘

— A g e n t —

Pos ID

❘

ADMIN CMS R3.0 8:00p 03/04




❘ ❘

CALL FLOW

Flow All

Spl Thresh Ring


Configuration #1 -

F Splits F Line

1 2 Groups

F Call

3 F l o w

Figure 6-2. Shift Configuration Screen

F Clear

5 Agents

F Config

F10 - Help

F Admin

7 List 8 Menu

Assigning Splits

The next step is to assign IDs and agents to each split in the shift. Refer to the Agent Splits Planning Form for these assignments.

NOTE:

If the Agent Splits Planning Form includes an All-Ring spilt, assign the ghost agent indicated on the form as the only agent in that split. Follow the steps below to assign a ghost agent in the same way as a real agent.

6-4 Assigning Splits


1.

2.

From the Configuration screen, press [F1] (Splits) to highlight the Agent

Splits screen for Configuration 1. Figure 6-3 shows a completed Agent

Split screen.

Press [F6] (Change Split ID).


CHANGE SPLIT ID: Split #:__ New Split ID:____

3.

4.

Enter a split number and a split ID.


5.

The prompt disappears, the screen’s function keys replace the editing function keys, and the new split ID appears on the screen.

Press [F1] (Add Agent).


ADD AGENT : ID:______ Pos #:___ Split #:__

6.

7.

Enter the information for the first agent in the split.


8.

9.

10.

The prompt disappears, the screen’s function keys replace the editing function keys, and the information you entered appears on the screen.

Repeat steps 5 through 7 for each agent in the split.

Repeat steps 2 through 7 to identify the other splits in Shift

Configuration 1 and assign agents to them.

To return to the Configuration screen from the Agent Splits screen, press [F7] (Config Screen).

Assigning Splits 6-5



ADMIN CMS R3.0

8:02p 03/04

Split

1 PERS

2 CHART

AGENT SPLITS

❘

— A g e n t —

Pos ID

❘

16 TOM

17 CLIFF

19 ERNIE

21 DEB

Split

3 CORP

4 SUPPT

23 BOB

24 SHERM 5 -

6 25 WALT

27 BEN

28 SAM

29 NORM

31 DI

32 CARLA

33 BJ

35 MAX

❘

— A g e n t —

P

OS

I D

❘

37 IKE

39 TINA

40 DIANA

42 RON

43 NANCY


Num Answer

Group Lines Delay

Force Auto

Delay ACW

❘ ❘

CALL FLOW

Flow

Spl Thresh


All

Ring


F Add

1 Agent

F Remove F Move

2 Agent 3 Agent

FReplace F New

4 Agent 5 Agent

F10 Help

F Change F Config F Agent

6Split ID 7 Screen 8Directry

Figure 6-3. Agent Split Screen

6-6 Assigning Splits


Programming Line Group Options

The next step in programming the shift configuration is to set options that affect line groups. These options include Answer Delay, Force Delay, and

Auto ACW. Refer to the CMS Options Planning Form for the settings for these options. If no settings are indicated, retain the factory settings.

To program the line group options:

1. On the Stored Shift Configurations screen, press [F2] (Line Groups) to highlight the Line Group Options section of the screen. Figure 6-4 shows a completed Line Groups screen.


Split

1 PERS

2 CHART

AGENT

❘

— A g e n t —

Pos ID

❘

16 TOM

17 CLIFF

19 ERNIE

21 DEB

23 BOB

24 SHERM

25 WALT

27 BEN

28 SAM

29 NORM

31 DI

32 CARLA

33 BJ

35 MAX

SPLITS

Split

3 CORP

4 SUPPT

5 -

6 -

❘

— A g e n t — ❘

P

O s ID

37 IKE

39 TINA

40 DIANA

42 RON

43 NANCY




A PUBLC 4 5s Off

20s

B SPECL 3

C CHART 6

5s

5s

Off

Off

30s

10s

D CORP 2 5s Off 15s

CALL FLOW

Flow All

❘ ❘


Spl Thresh Ring


DAY CMS R3.0

8:34p 03/04

F Answer F Force

1 Delay 2 Delay

F Auto

3 ACW

F Con fig

7 Screen

F10 - Help

Figure 6-4. Line Group Options Screen

Programming Line Group Options 6-7


2. To change the Answer Delay, press [F1] (Answer Delay).


ANSWER DELAY : Group Letter:_ _ How Many Seconds:___

3. Enter the group letter and the number of seconds for the delay to be in effect.

4. Press [F8] (Enter Data) to save the entry.

The prompt disappears, the screen’s function keys replace the editing function keys, and the new answer delay time appears for the group letter you specified.

5. Repeat steps 2 through 4 for other line groups.

6. To change the Force Delay setting, press [F2] (Force Delay).

The editing function keys and the following prompt appear:

FORCE DELAY : Group Letter:__

7. Enter the group letter to change the setting from Off to On or from On to

Off.




10. To change the Auto ACW setting, press [F3] (Auto ACW).

The editing function keys and the following prompt appear:

AUTOMATIC ACW: Group Letter: __ Seconds: ___

6-8 Programming Line Group Options


11. Enter the group letter and the number of seconds for the ACW to be in effect.




For more information on the line group options, see “Assigning Line Group

Options” in chapter 3 of the CMS Supervisor’s Guide.

Programming Call Flow

Next, program the call flow for this shift configuration. Call flow includes assigning main and secondary splits, setting intraflow and the intraflow threshold, and setting All-Ring operation. Note that setting intraflow and the intraflow threshold are optional steps at this time; these settings can be changed later in response to actual CMS activity.

Refer to the Shift Configuration Planning Form for main and secondary split assignments and All-Ring assignments. Refer to the CMS Options Planning

Form for intraflow and intraflow threshold settings. If no settings are indicated, retain the factory settings. For a more detailed discussion of call flow option see chapter 3 of the CMS Supervisor’s Guide.

To program the Call Flow options, first highlight the Call Flow section of the

Stored Shift Configuration screen by pressing [F3] (Call Flow). A completed

Call Flow screen is shown in Figure 6-5.

Programming Call Flow 6-9


Bon Voyage Travel DAY CMS R3.0

8:35p 03/04

Split

1 PERS

2 CHART

AGENT SPLITS

❘

— A g e n t —

❘

Pos ID

16 TOM

17 CLIFF

Split

3 CORP

19 ERNIE

21 DEB

25 WALT

27 BEN

4 SUPPT

23 BOB

24 SHERM 5 -

6 -

28 SAM

29 NORM

31 DI

32 CARLA

33 BJ

35 MAX

❘

— A g e n t —

Pos ID

❘

37 IKE

39 TINA

40 DIANA

42 RON

43 NANCY




A PUBLC 4

B SPECL 3

5s

5s

Off

Off

20s

30s

C CHART 6

D CORP 2

5s

5s

Off

Off

10s

15s

CALL FLOW

Flow All

❘ ❘

Spl Thresh Ring

Gp Main Sec Flow 1 10s Off

A

B

C

D

1 3 On

1 3 On

2 4 On

3 Off

4

5

2

3

6

5s Off

30s Off

30s Off

30s Off

30s Off


F Assign F Flow F Set

1 Splits 2 On/Off 3 Thresh

FAll-Ring

5 On/Off

F Config

7 Screen

F10 - Help

Figure 6-5. Call Flow Screen

Assigning Main and Secondary Splits

Each line group must have a main split assigned to it. In addition, a secondary split can be assigned as a backup split for intraflow.

To assign main and secondary splits:

1. On the Call Flow screen, press [F1] (Assign Splits).

The editing keys replace the screen's keys, and the following prompt appears on the prompt line:

ASSIGN SPLITS: Line Group Letter:

—

Main Split #:_ Secondary Split

6-10 Programming Call Flow


2.

3.

Enter the information for a line group. If no secondary split is identified, type a hyphen in that field.

Press [F8] (Enter Data) to save the data.

4.

The prompt disappears, the screen’s function keys replace the editing function keys, and the information you entered appears on the screen.

Repeat steps 1 through 3 for each line group.

Turning Intraflow On/Off (Optional)

The initial setting for intraflow is off for each line group. To turn intraflow on for a particular line group:

1.

Press [F2] (Flow On/Off).


CHANGE INTRAFLOW : Line Group Letter: _

2.

3.

Enter a line group letter.

Press [F8] (Enter Data) to save the entry.

4.

The prompt disappears, the screen’s function keys replace the editing function keys, and the intraflow designation on the screen for that line group changes from Off to On.

Repeat steps 1 through 3 for each line group.

Programming Call Flow 6-11


Setting the Intraflow

Threshold (Optional)

The initial setting for the intraflow threshold is 30 seconds for each agent split.

To change the intraflow threshold for an agent split:

1. Press [F3] (Set Thresh).


SET INTRAFLOW THRESHOLD: Split #_ Threshold (Seconds):_____

2. Enter the split’s number and the number of seconds for the threshold.


The prompt disappears, the screen’s function keys replace the editing function keys, and the split's intraflow threshold on the Call Flow screen changes to the number of seconds you entered.

4. Repeat steps 1 through 3 for setting the intraflow threshold for other splits.

Setting All-Ring Operation

The initial setting for All-Ring operation is off for each split. The Agent Splits

Planning Form indicates whether or not All-Ring operation is to be used for a split.

NOTE:

All-Ring operation does not allow agents to log out.

To turn on All-Ring:

1. Press [F5] (All-Ring On/Off).


6-12 Programming Call Flow


CHANGE ALL-RING OPERATION: Split #:_

2. Enter the number of a split assigned All-Ring operation.


The prompt line disappears, the screen’s function keys replace the editing function keys, and the split’s All-Ring setting on the Call Flow screen changes from Off to On.

4. Repeat steps 1 through 3 for each split assigned AlI-Ring operation.

NOTE:

The No Ring option and the All-Ring option are mutually exclusive; when you turn off the All-Ring option, you are not setting the No Ring option.

Naming and Saving the Shift Configuration

The final step in building a shift configuration is to name it and save it. The configuration’s name appears on the Shift Configuration Planning Form.

Naming a Split Configuration

To name (or rename) a configuration:

1.

If the Configuration Screen is currently displayed, press [F7] to return to the Stored Shift Configurations screen.

2. Press [F3] (Rename Config).


RENAME CONFIGURATION : Config #:_ New Name:_______

Naming and Saving the Shift Configuration 6-13


3. Enter the configuration’s number and the new configuration name.

4. Press [F8] (Enter Data) to save the name.

The prompt disappears, the screen’s function keys replace the editing function keys, and the new name for the shift configuration appears on the screen.

NOTE:

You cannot rename a configuration labeled UNUSED. You must select the configuration first, then either build it or go back to the Configuration List

(Config List) to rename it.

Saving a Split Configuration

After building a new or changing an existing split configuration, you should save the changes. Saving changes is a two-stage operation: first you save them to the CMS PC and then you save them on the CMS Backup diskette.

When you save a shift configuration, also save the system tables that contain information used by the configuration. Store the floppy disk in the pocket of the back cover of the CMS Supervisor’s Guide.

To save the split configuration:

1. On the Stored Shift Configuration screen, press [F2] (Save Config).


SAVE CONFIGURATION : Into Config #:_

2. Enter the configuration’s number.

3. Press [F8] (Enter Data) to save the configuration.

Another prompt asks you to confirm the save.

4. Answer Y to save the configuration.

The prompt disappears, the screen’s function keys replace the editing function keys, and the new name for the shift configuration appears on the screen.

6-14 Naming and Saving the Shift Configuration


5. Press [F8] three times to exit to DOS (from the CMS Main Menu).

The c> prompt should appear.

NOTE:

If you exit the Administration Menu without saving the shift configuration changes, a series of prompts ask if you want to save the entries you made in the configuration.

6. Insert the diskette labeled “CMS Backup” into disk drive A and enter the following commands from the c\ > prompt: cd \cms\cmsmgmt copy shift*.cms a:\cms\cmsmgmt copy systbls*.cms a:\cms\cmsmgmt cd \cms

7. Remove the backup diskette and write the current date on the label.

Store the diskette in the back cover pocket of the CMS Supervisor’s

Guide.

Choosing a

Start-Up Configuration

When you start Call Management, you should also select a start-up configuration. CMS uses this configuration for handling calls. To start Call

Management and select a start-up configuration, complete the following steps:

1. If the CMS PC is off, turn it on and wait until the CMS Main Menu appears. If the CMS PC is on, and the c\ > prompt is displayed, type cms

[ [ ↵ ]] .

If any other CMS screen is displayed, press [F8] until the

CMS Main Menu appears.

2. On the CMS Main Menu, press [F1] (Start Call Mgt) to begin call management.

Choosing a Start-Up Configuration 6-15


The Initialization screen (Figure 6-6) appears while the system completes the

Start-Up Test.

Bon Voyage Travel DAY CMS R3.0 8:09p 03/04

INITIALIZATION IN PROGRESS . . . SELECT CONFIGURATION

STORED SHIFT CONFIGURATIONS

1 - DAY

2 - UNUSED

3 - UNUSED

4 - UNUSED

5 - UNUSED

6 - UNUSED

SELECT CONFIGURATION: Config #:

F Cancel

1 Prompt

Figure 6-6. Initialization Screen


5 Field 6 Field

F Enter

8 D a t a

During the Start-Up Test, an editing prompt appears, asking for the number of the start-up shift configuration:

SELECT CONFIGURATION :

Config #: _

3. Enter the number of the shift configuration and press [F8].

The screen clears except for the initialization message. When initialization is complete, the CMS Main Menu appears.

6-16 Choosing A Start-Up Configuration

Testing CMS

Before starting Call Management, you should test the system. Five tests, listed below, ensure that all parts of CMS are working correctly. For some of the tests, you need an additional person.

Startup Test verifies that the CMS hardware and software are correctly installed and that one shift configuration is ready to handle calls.

Line Status Test verifies that the lines assigned to CMS are correctly identified and programmed.

Agent Status Test verifies that CMS is recording and displaying information on agent activity correctly.

Voice Announcement Unit Test test verifies that the voice announcement unit is connected and working properly.

Intraflow Test verifies that intraflow is working properly.

These tests are also used to diagnose problems on an installed system. For example, if CMS begins to send calls to the wrong splits or begins to generate confusing line status information, the CMS lines may have been incorrectly identified during CMS programming. The Line Status Test confirms or eliminates line misidentification as the source of the problem.

IMPORTANT:

Run these tests while CMS is idle.

7-1

Testing CMS

Startup Test

The Startup Test is the sequence of steps CMS goes through each time the system starts up. By performing this test now, you can discover and eliminate any startup problems without having to postpone the scheduled time for

CMS to start managing calls.

To perform the Startup Test:

1. Turn on the PC.

The CMS Main Menu appears.

2. Press [F1], (Start Call Mgt).

The Initialization screen appears, which displays a list of stored shift configurations. If there is no start-up configuration selected, the following prompt appears:

SELECT CONFIGURATION: Config #:__

3. To select the first shift configuration, enter its number and press [

↵ ] .

CMS then checks the system and the selected shift configuration.

If CMS detects a problem that prevents CMS from managing calls, an

error message appears on the screen, and initialization stops. Locate

the error message in Chapter 9, “Troubleshooting,” and take the recom-

mended corrective action.

If CMS detects a problem that adversely affects call management but does not prevent CMS from managing calls, a warning message appears on the Initialization screen. Initialization continues and CMS will begin managing calls when initialization is complete. Locate the

warning message in Chapter 9, “Troubleshooting,” and take the correc-

tive action.

Remain at the Initialization screen to complete the Line Status Test.

7-2 Startup Test

Testing CMS

Line Status Test

The Line Status Test verifies that the lines assigned to CMS are correctly identified and programmed. It compares the CMS supervisor console with the CMS PC Line Status screen to confirm that they are the same.

IMPORTANT:

Line assignments to both extension numbers assigned to the CMS PC

(CU1 and CU2) must be identical.

IMPORTANT:

If you are not familiar with MERLIN LEGEND system programming, get help with this test from someone who is.

Perform this test at the CMS supervisor telephone (a MERLIN LEGEND System Display Console). Have available the CMS Line Button Planning Form, and MERLIN LEGEND Forms 2a and 2c. If the CMS supervisor phone is located so that you can’t read the PC screen, you’ll need another person to help with this test.

To perform the Line Status Test:

1. At the Initialization screen, press [F3] (System Status).

The System Status screen appears.

2. Press [F5] (Line Status).

The Line Status screen appears.

3. At the CMS supervisor telephone: a. Press the phone’s Speaker button (or lift the handset).

b. Press the line button for the line shown on Button 1 on the Line

Button Planning Form while watching the Line Status screen on the CMS PC.

When you press the line button, the line’s status, as shown on the Line

Status screen, changes from Idle to Cnct (connected).

Line Status Test 7-3

Testing CMS c. Press the Speaker button again (or hang up the handset).

The line’s status, as shown on the Line Status screen, changes from

Cnct to Idle.

d. Repeat steps 3a through 3c for each CMS line.

Each line’s status should change from Idle to Cnct and back to

Idle as you perform steps 3a through 3c.

4. At the back of the CMS PC, reverse the connections to CU1 and CU2 on the CMS card.

5. Repeat steps 3a through 3d.

If, as you perform steps 3a through 3c for each line, the Line Status screen shows either the wrong line’s status change or no change in status for one or more lines, the system has one or more misidentified CMS lines.

To correct the problem:

1.

Exit from Call Management and go to the CMS Main Menu.

2.

3.

4.

Compare the line assignments on your Line Button Planning Form to the line information on MERLIN LEGEND Forms 2a and 2c to make sure that the CMS lines are identified correctly.

Go to the CMS Administration Menu. Display the Administer Lines and

Line Groups screen, and check CMS line assignments. Make any necessary corrections to the line button assignments.

Check MERLIN LEGEND system line programming for the two CMS operator ports (CU1 and CU2) used by the PC.

If their assignments do not match, follow the instructions under “Assign

CMS Lines, External Alerts, and Loop-backs to CMS Supervisor” (see

page 1-16) to:

a. Remove the lines assigned to the two extension numbers assigned to the CMS PC.

7-4 Line Status Test

Testing CMS b. Reassign the lines in the exact order indicated on the Line Button

Planning Form.

Return to the CMS Main Menu to complete the Agent Status Test.

.

Agent Status Test

The Agent Status Test verifies that CMS is correctly recording and displaying information about agent activity. You need one other person to act as an agent during this test.

To perform the Agent Status Test:

1. Start CMS managing calls and press [F3] (System Status).

2. Have the person helping you go to an agent’s telephone and press the

Available button to turn the green light next to it on.

On the System Status screen, one agent should show (1) in the Avail column.

3. In the Line Group Information area in the top half of the System Status screen, locate the line group that has your helper agent’s split as the main split and see that intraflow (in the Flow column) is set to off.

If the line group you want to use has intraflow turned on, go to the

Configuration Screen, turn intraflow off for that line group, and return to the System Status screen.

4. Dial the number of a line in the line group.

As you listen to the call progress and watch the Split Information area in the bottom half of the screen, you should: a.

b.

Hear ringing.

See the number of calls for the agent’s split in the Waiting column increase by one.

c.

d.

Hear the agent answer the call.

See the number of calls in the Waiting column decrease by one and the number of calls for the split in the Agents ACD column increase by one.

Agent Status Test 7-5

5.

Have the agent stay on the line beyond the Abandoned Call Threshold

(the number of seconds in the Abandon Delay column) and then hang up.

6.

The number for the agent’s split in the Calls Handled Num column increases by one.

Make another call to the same number, but this time you and the agent

hang up as soon as the agent answers the call.

The number for the agent’s split in the Abandon Num column increases by o n e .

Also, the ACD column should decrease by one, and the Avail column should increase by one. If Auto ACW is set, the ACW column will increase by one (not the Avail column).

Remain at the System Status screen for the Voice Announcement Unit Test.

Ask the person helping you to stay at the same agent position.

Voice Announcement Unit Test

The Voice Announcement Unit Test verifies that the voice announcement unit is connected and working properly. The procedure assumes that the person who helped you during the previous test is still at the same agent position, that the same shift configuration is active, and that you are watching the Systern Status screen.

To perform the Voice Announcement Unit test:

1. Have your helper agent enter the ACW state (by pressing the ACW button until the green light next to it goes on) on all telephones in the agent’s split.

2. In the Line Group Information area at the top of the screen, locate the line group that has your helper agent’s split as the main split and be sure Force Delay is turned on for that line group.

3. Make a call to that line group using the same test line as in the previous test.

7-6 Voice Announcement Unit Test

Testing CMS

You should hear ringing followed by the delay message.

If you don’t hear the message:

■

■

Make sure the voice announcement unit is connected to the CMS

PC as described on page 2-14.

Make sure the message is recorded and the unit is set and turned on as described in the documentation that came with the unit.

At the conclusion of the message, you should hear music, if the MER-

LIN LEGEND system has music-on-hold.

4. Have the agent become available by pressing the Available button until the light next to it goes on.

As you watch the Split Information area in the bottom part of the screen and listen to the call progress, you should: a. See the number for the agent’s split in the Agents Avail column increase by one and the number in the Agents ACW column decrease by one.

b. Hear the agent answer the call.

c. See the number in the Agents ACD column increase by one and the number in the Agents Avail column decrease by one.

5. Hang up the handset.

Remain at the System Status screen to complete the Intraflow Test. Ask the person helping you to stay at the same agent position.

Intraflow Test

The Intraflow Test verifies that intraflow is working properly. This test assumes that the person who helped you with the previous test is at the same agent position, that the same shift configuration is active, and that you are watching the System Status screen.

Intraflow Test 7-7

Testing CMS

To perform the test:

1.

In the Line Group Information area in the top half of the System Status screen, locate the line group that has your helper agent’s split as its

secondary split and be sure that intraflow (indicated in the Flow column) is turned on. (Use the same line group as in the previous test. )

2.

3.

If you have to turn intraflow on for the line group, you can do so from the

Configuration screen.

Have your helper agent enter the ACW state (by pressing the ACW button until the green light next to it goes on) on all telephones in the agent’s split, except the helper agent’s own telephone. That telephone should be in the Available state.

Make a call to the line group you selected in step 1. Use the same line as in the previous test.

You should hear the following:

4.

a. Ringing followed by the delay message.

b. Music at the conclusion of the message if the system has Musicon-Hold and the intraflow threshold (initial setting, 30 seconds) is longer than the delay message.

c. The agent answer the call at the secondary split when the intraflow threshold is exceeded.

Hang up the handset.

This concludes the CMS tests.

7-8 Intraflow Test

Customizing CMS

Beyond the basic programming required to get CMS up and running, you can customize CMS by changing other program settings. One way to customize

CMS is to set various system options that affect all the shift configurations.

These system options include Service Level Limit, Abandoned Call Threshold,

Alarm On/Off, Delay Message Length, and Business Name.

This chapter gives instructions for this optional programming. Refer to the

CMS Options Planning Form for the desired settings. If no setting is indicated, retain the initial factory setting.

8-1

Customizing CMS

Getting Started

To change the system options, use the Set Options screen. To display this screen:

1. On the CMS Main Menu, press [F4] to display the Administration Menu.

2. On the Administration Menu, press [F5] to display the Set Options screen (Figure 8-1). This figure shows a completed screen; in an initial installation, the option values are the factory settings.

Bon Voyage Travel ADMIN CMS R3.0 8:llp 03/04

F1

F2

F3

F4

F5

SET OPTIONS

Option

Service Level Limit

Abandoned vs.

Incoming Call Threshold

Audible Alarm (On/Off)

Delay Message Length

Business Name

Value

10 sec

2 sec

Off

10 sec


F10 - Help

F Admin

8 Menu

FService FAbandon F Alarm

1 Level

FDelayMsg FBusiness

2 Thresh 3 On/Off 4 Length 5 Name

Figure 8-1. Set Options Screen.

8-2 Getting Started

Customizing CMS

Setting CMS System Options

Service Level Limit

The Service Level Limit is the maximum amount of time an incoming call should ring before being answered by an agent. The Service Level Limit does not ensure that calls are answered in that time, it only measures service level. To set the Service Level Limit, complete these steps:

1.

Press [F1] (Service Level) on the Set Options screen.


SERVICE LEVEL: Percent of Calls Answered within n seconds:__

2.

3.

Enter the number of seconds from the form.

Press [F8] (Enter Data) to save the entry.

The prompt disappears, the screen’s function keys replace the editing function keys, and the new Service Level Limit appears on the screen.

Abandoned Call Threshold

The Abandoned Call Threshold is an amount of time less than an agent typically spends on a call. If a call stays on the line for less than the Abandoned

Call Threshold, it is considered an abandoned call rather than a serviced call.

To set the Abandoned Call Threshold, complete these steps:

1.

Press [F2] (Abandon Thresh) on the Set Options screen.


ABANDON THRESHOLD: Seconds: __

2. Enter the number of seconds from the form.

Setting CMS System Options 8-3

Customizing CMS


The prompt disappears, the screen’s function keys replace the editing function keys, and the new Abandoned Call Threshold appears on the screen.

Alarm On/Off

The Audible Alarm causes the CMS PC to beep when a threshold has been exceeded or an exception has occurred. To set the Alarm on or off, complete these steps:

1. Press [F3] (Alarm On/Off) on the Set Options screen.

[F3] toggles the alarm On or Off.


The new Alarm setting appears on the screen.

Delay Message Length

The Delay Message Length is the length of the message that callers hear while on hold. If the message is five seconds longer than the Delay Message

Length value, a warning message appears on the CMS PC screen. To set the Delay Message Length, complete these steps:

1. Press [F4] (Delay Msg Length) on the Set Options screen.

The editing function keys replace the screen's function keys, and the following prompt appears on the prompt line:

SET DELAY MESSAGE LENGTH: Seconds: __

2. Enter the number of seconds from the form.


The prompt disappears, the screen’s function keys replace the editing function keys, and the new Delay Message Length appears on the screen.

8-4 Setting CMS System Options

Customizing CMS

Business Name

The Business Name appears on all CMS screens and printed reports. To enter a Business Name, complete these steps:

1. Press [F5] (Business Name) on the Set Options screen.


ENTER BUSINESS NAME:___________________

2. Enter the name of the business, up to 20 characters. Remember to use underscores for spaces.


The prompt disappears, the screen’s function keys replace the editing function keys, and the new Business Name appears on the screen.

Setting CMS System Options 8-5

Troubleshooting

This chapter suggests corrective action for problems that may occur with

CMS. You should use this chapter whenever you detect a problem or the system displays error, warning, or other messages not usually associated with CMS. The messages that indicate trouble are organized alphabetically within type, as described below:

■

Error Messages identify problems that cause CMS to stop managing calls. Error messages always begin with the word “Error;” for example,

ERROR–-No Configuration Found. ADMINISTER System.

■

Warning Messages identify conditions that do not halt CMS but adversely affect its performance. Warning messages always begin with the word “Warning;” for example,

WARNING--CU 2 Faulty or Disconnected

■

System Errors usually indicate damage to a CMS file. The damage may or may not affect CMS. System error messages always begin with the word “Syserr;” for example,

SYSERR-–Possible Help File Damage.

Reinstall CMS.

■

Other Messages indicate that some portion of CMS is not working correctly, such as a printer connection. These messages appear on the error message line of the screen; for example,

REPORT ABORTED-- Printer Not Ready.

9-1

Troubleshooting

Solutions to other problems you may experience are also grouped by type:

■

Call Management Problems, such as incoming calls not being correctly processed.

■

Agent Problems, such as agents receiving other agents’ calls.

■

External Alert Problems, such as an alert failing to signal when an exception has occurred.

■

Fallback Plan for managing CMS calls using the MERLIN LEGEND system if the CMS PC fails.

If you are unable to solve the problem using the information in this chapter, call the NTSC/NSAC at the phone numbers listed on the inside front cover of this guide or call your AT&T Authorized Dealer.

Error Messages

All the problems identified by error messages 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 lines according to

the instructions in “Fallback Plan” at the end of this chapter.

9-2 Error Messages

Troubleshooting

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: CMS cannot manage calls until this problem

is corrected. See “Fallback Plan” at the end of this chapter.

Effect on Data Collection: 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.

Possible Cause Corrective Action

The CMS card is loose or was improperly installed.

1. Exit to DOS. Turn off and disconnect the

PC.

2. Make sure the CMS card is installed as described in the Call Management Sys- tem Installation Guide.

3. Reconnect and turn on the PC.

4. Restart CMS.

The CMS card is faulty or Contact your equipment supplier for assisanother card was installed tance.

that conflicts with the CMS card.

Error Messages 9-3

Troubleshooting

ERROR--CU1 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



NOTE:

CMS can manage calls using the CU2 port on the CMS PC if it is connected to the CU1 jack on the control unit.

Effect on Data Collection: Data collection stops. Data on completed calls are saved, but data on calls in progress when the problem occurred are lost.

Contact the MERLIN LEGEND system manager before attempting these corrective actions.

Possible Cause

A cable connection between the CU1 jack and the MERLIN LEGEND systern control unit is loose.

CU1 and CU2 are not connetted to the same MER-

LIN LEGEND system control unit module.

Corrective Action

1. Make sure one end of the cable is plugged securely into the CU1 port on the back of the PC.

2. Make sure the other end is plugged securely into the jack assigned to CU1 on the MERLIN LEGEND control unit.

Connect the CU1 and CU2 cables to two operator jacks on the same analog module.

9-4 Error Messages

Troubleshooting

The cable is faulty.

The jack assigned to CU1 on the MERLIN LEGEND control unit is faulty.

The CU1 jack on the CMS card is faulty.

1.

Reverse the cables plugged into the CU1 and CU2 ports on the CMS PC. If the

CU1 indicator on the screen stops flashing and the CU2 indicator appears, the problem is either a faulty cable or a faulty

MERLIN LEGEND system component.

2.

Do not plug the cables back into their original ports.

Restart CMS.

1.

2.

3.

4.

Unplug the CU1 cable from the CMS PC and plug it to the CMS supervisor telephone. If the phone does not work, go to step 2.

Unplug the CU1 cable from its jack in the control unit and plug it into another operator jack.

Move CU2 to the other operator jack on the same module.

Program the jacks as operator jacks (see

page 1-15).

If none of the above actions correct the problem, contact your equipment supplier for assistance.

Error Messages 9-5

Troubleshooting

ERROR--No Configuration Found. ADMINISTER System.



Possible Cause

One or more steps in building shift configurations was omitted.

No startup configuration was chosen.


1. Display the Stored Shift Configurations screen. Press [F8], [F4], [F1] .

2. Build at least one shift configuration

according to the instructions in Chapter

6, “Building a Shift Configuration. ”

3. Restart CMS.

Select a startup configuration according to the

instructions in Chapter 6, “Building a Shift

Configuration.”

ERROR--No Lines in CMS. ADMINISTER Lines.



Possible Cause

One or more steps was omitted in programming

CMS line groups.


1. Display the Administer Lines and Line

Groups screen. Press [F8], [F4], [F3] .

2. Follow the instructions in Chapter 5, “Pro gramming CMS Lines” to finish pro-

gramming line groups.

3. Make sure you have completed at least one shift configuration as described in

Chapter 6, “Building a Shift

Configuration.”

4. Restart CMS.

9-6 Error Messages

Troubleshooting

Warning Messages

While problems that generate warning messages do not prevent CMS from managing calls, they do adversely affect call management in various ways.

This section describes those effects and gives instructions for correcting the problems.

WARNING--CU 2 Faulty or Disconnected.

Effect on Call Management: CMS manages calls somewhat more slowly without CU2. You may notice an increase in abandoned calls during periods of heavy incoming call traffic until you correct this problem.

Contact the MERLIN LEGEND system manager before attempting these corrective actions.


A cable connection between the CU2 jack on the CMS card and the control unit is loose.

1.

2.

3.

Unplug the CU1 cable from the CMS PC and plug it to the CMS supervisor telephone. If the phone does not work, go to step 2.

Make sure the connections between the

CU2 jack on the CMS PC and the control unit are secure.

Test at the control unit with a console in the jack for CU2. If it works there but not at the PC, the problem may be wiring.

Either the cable or the jack When you can interrupt call management for a assigned to CU2 on the few minutes, control unit is faulty.

1. Reverse the cables plugged into the CU1

Warning Messages 9-7

Troubleshooting and CU2 ports on the PC. If the CU2 indicator stops and the CU1 indicator appears, the CU2 jack on the CMS card is not faulty.

2. Return the cables to their original ports on the CMS PC so that CU1 works and

CMS can resume managing calls.

3. Restart CMS and try to isolate the problem further.

The CU2 jack on the CMS If none of the above actions corrects the probcard is faulty.

Iem, contact your equipment supplier for assistance.

WARNING--Message Unit Out of Service. Check Power and Cables.

Status Indicator:

M S G

Effect on Call Management: CMS cannot connect calls to the delay message. Callers hear ringing, music, or silence until an agent answers.


The voice announcement Make sure the voice announcement unit is unit is not receiving power.

plugged in and turned on. The lights on the unit are lit when it is on.

A cable connection between the voice announcement unit and the PC is loose.

Make sure all connections are secure on the cable running between the voice announcement unit and the PC.

9-8 Warning Messages

Troubleshooting

The message was lost due to a power outage.

Message 2 is selected, but not recorded.

Lines are not identically programmed for CU1 and

CU2.

1. Make sure the battery is turned on.

2. Record the message again.

Select message 1, or record message 2.

Program lines for CU1 and CU2 identically.

WARNING--Message Unit Problem. Check Message Length.


MSG


The delay message is at least five seconds longer than the number of seconds entered for

“Delay Message Length” on the Set Options screen.

Listen to and time the delay message for both day and night. Then do one of the following:

■

Record a new delay message.

■

Enter the correct number of seconds for

“Delay Message Length” on the Set

Options screen.

The lines assigned to CU1 Ask the MERLIN LEGEND manager to check and CU2 do not match exactly.

the line assignments for the two jacks assigned to CU1 and CU2. Follow instructions

for the “Line Status Test” in Chapter 7.

■

If the assignments do not match, reprogram the lines so that they do.

■

If the assignments match, check the connections to the control unit to be sure the lines are connected properly.


Troubleshooting

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

Assigning agent splits to line groups is not complete.

or

All agents were removed from a main split.


From the Initialization screen:

1. Press [F1] to display 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 by follow-

ing the instructions for “Assigning Main and Secondary Splits” in Chapter 6.

WARNING--No Secondary Split Assigned to One or More Line Groups.

Effect on Call Management: Calls coming in to a line group with no secondary split assigned to it cannot be intraflowed.

Possible Cause

Intraflow is turned on, but the line group has no secondary split assigned to it.


From

1.

2.

the Initialization screen:

Press [F1] to display the Configuration screen.

In the Call Flow area, find the line

3.

group(s) with intraflow turned on and no secondary split assigned.

Turn intraflow off or assign a secondary split to the line group by following the

instructions for “Turning Intraflow On/Off’

in Chapter 6.


Troubleshooting

WARNING--One or More Line Groups has No Lines.

Effect on Call Management: Calls cannot come into a line group with no l i n e s .

Possible Cause

At least one agent split is assigned to at least one empty line group.

Intraflow is turned on, but no secondary split is assigned.


From

1.

2.

the Initialization screen:

Press [F1] to display the Configuration screen.

In the Call Flow area, find the line group(s) (A–D) with no lines and at least one agent split:

— To assign lines to an empty line group, exit call management and fol-

low the instructions for “Programming CMS Lines” in Chapter 5.

— To reassign an agent split from an empty line group, follow the instructions for “Dynamic Reconfiguration” in Chapter 6 of the CMS Supervisor’s

Guide.



2. In the Call Flow area, find the line group(s) with intraflow turned on and no secondary split assigned.

3. Turn intraflow off or assign a secondary split to the line group by following the

instructions for “Turning Intraflow On/Off”

in Chapter 6.


Troubleshooting

WARNING--One or More Main or Secondary Splits Has No Agent.

Effect

■ on Data Collection:

If both the main and secondary splits assigned to a line group have no

■ agents, calls coming in on that group of lines are not 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 intraflow is on, calls coming in on that group of lines go to the secondary split as soon as the intraflow threshold is exceeded.

Possible Cause

At least one empty split is assigned to at least one line group.




2. In the Agent Splits area, find the split(s) with no agents.

3. Assign agents to the empty split(s) or remove the empty splits by following the instructions for “Dynamic

Reconfiguration” in Chapter 6 of the

CMS Supervisor’s Guide.

WARNING--Printer Not Ready.

Using Prt Sc Key Will Halt CMS.


Don’tPrtSc

Effect on Call Management: If you use the [PrtSc] key when this message is displayed, CMS will stop managing calls.

Effect on Data Collection: If CMS stops managing calls, all data collection stops, but resumes when the problem is corrected. Data are saved for the portion of the hour that CMS was managing calls.


Troubleshooting


Printer is not in “on-line” or Put printer in “on-line” or “ready” status.

“ready” status.

The printer is not receiving Make sure the printer is plugged in and turned power.

on, and the Ready light is on.

The printer has no paper, or the paper is jammed.

1. Make sure paper is loaded and that the paper isn’t jammed.

2. Make sure the paper is aligned properly.

3. Press the Form Feed button on the printer to make sure the paper feeds properly.

A cable connection between the printer and the PC is loose.

Make sure the connections are secure at both ends of the cable running between the printer and the PC.

NOTE:

If the problem is corrected, you should see the message

Printer Now Ready

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. If the problems persists, call NTSC/NSAC at the phone numbers listed on the inside front cover of this guide or contact your AT&T Authorized Dealer.


Troubleshooting.

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 message usually indicates that a CMS file has been damaged.

For example, you may have accidentally deleted a CMS file, or a power surge may have damaged one. A

SYSERR message does not necessarily mean that CMS has stopped managing calls. For example, if the only

SYSERR message you receive is:

SYSERR--Possible Help File Damage. Reinstall CMS.

you cannot use the Help screens, but CMS is probably still managing calls.

What to Do

If you receive a SYSERR message on a status screen or on the Events Log screen, study the CMS screens to determine if CMS is still managing calls correctly. If you are not sure, call one of your CMS lines and answer the following diagnostic questions.

■

Does the System Status screen add your call to the Call Waiting column soon after you hear ringing?

■

Is your call answered by an agent in the appropriate split?

■

Does the System Status screen show an agent’s status change from

Available to ACD?

If CMS is Managing Calls Correctly

If CMS is managing calls correctly, you do not have to shut down the system.

You should check CMS periodically, however, in case other problems develop. If the Events Log screen shows additional system errors, print a copy of the Events Log screen by pressing [ ] + [PrtSc] .

9-14 System Errors

Troubleshooting.

If CMS has Stopped Managing Calls

1. 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 or by turning the PC off and then on again.

3. If CMS restarts, observe the Initialization screen, carefully watching for warnings and errors. After it starts, check to see if it is managing calls correctly. 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

SYSERR

message again, call the NTSC/NSAC at 1 800 628-2888 or contact your authorized AT&T dealer. Be sure to have a list of the system errors generated by the problem.

5. See “Fallback Plan” at the end of this chapter.

System Errors 9-15

Troubleshooting

Other Messages

Printer Not Ready.

(When Printer Ready, Select a Labeled

Function Key.)

Status Indicator: Don’tPrtSc

Effect on Call Management: If you use the [PrtSc] key when this message is displayed, CMS may stop managing calls.

Effect on Data Collection: If CMS stops managing calls, all data collection stops, but resumes when the problem is corrected. Data are saved for the portion of the hour that CMS was managing calls.


Printer is not in “on-line” or Put printer in “on-line” or “ready” status.

“ready” status.

The printer is not receiving Make sure the printer is plugged in and turned power.

on, and the Ready light is on.


1. Make sure the printer has paper and the paper isn’t jammed.

2. Make sure the paper is aligned properly.


A cable connection between the printer and the PC is loose.

Make sure the connections are secure at both ends of the cable running between the printer and the PC.

9-16 Other Messages

Troubleshooting

NOTE:

If the problem is corrected, you should see the message

Printer Now Ready

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. If the problems persists, call NTSC/NSAC at 1 800 628-2888 or your AT&T Authorized Dealer.

REPORT ABORTED--Printer Not Ready.

Possible Cause



1. Make sure paper is loaded in the printer and the paper isn’t jammed.


3. When the printer is ready, repeat your print request.

Other Messages 9-17

Troubleshooting

Other Problems

Call Management Problems

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 Data Collection: Data collection stops, and all data from the current hour are lost.

Possible Cause

The PC has failed.


1. Press the reset button and restart CMS.

2. If the PC does not restart, see the user’s guide that came with the PC.

PROBLEM: Calls coming in on some lines are not being processed properly by CMS.

Possible Cause

The lines were not pro grammed identically on

CU1 and CU2.


1. Contact the MERLIN LEGEND system manager and complete the Line Status

Test to verify line assignments. See

“Line Status Test” in Chapter 7.

2. If the lines are not programmed the same, reprogram them following the

instructions for “Setting Up the Operator

Positions” in Chapter 1.

9-18 Other Problems

Troubleshooting

PROBLEM: The PC stops, restarts, and displays the CMS Main Menu.

Effect on Call Management: Call management stops, but should resume shortly after you restart CMS.

Effect on Data Collection: Data for the current hour are lost.

Possible Cause

Electrical power to the PC was interrupted, or someone pressed the reset button on the PC.


Press [F1] to resume Call Management.

PROBLEM: CMS stops managing calls. No error message appears on the screen, and the function keys don’t work.

Effect on Call Management: No calls are processed while CMS is not 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

You pressed

[ ] + [PrtSc] when the printer was not ready.


See “Printer Not Ready” under the heading

“Other Messages” in this chapter for a 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 or by turning the

PC off and then on again.

Other Problems 9-19

Troubleshooting

You pressed [Pause]. Press any key to continue.

You pressed [CTRL] +

❑

Press the reset button to restart CMS.

or [CTRL] + [BREAK].

PROBLEM: A large number of “ghost” calls are ringing to agents.

Possible Cause

The loop-start reliable disconnect is set to Yes, but the local phone company does not send a reliable disconnect signal.


Contact the MERLIN LEGEND system manager and reprogram the loop-start reliable disconnect to No.

PROBLEM: A large number calls are disconnecting.

Possible Cause

The loop-start reliable disconnect is set to No, but the local phone company sends a reliable disconnect signal.


Contact the MERLIN LEGEND system manager and reprogram the loop-start reliable disconnect to Yes.

9-20 Other Problems

Troubleshooting

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 be programmed properly.

The agent has not been added to the current shift configuration.


Check the Split Status screen to confirm that the agent is in the available state.

and

Check that the buttons are programmed properly.

Add the agent to the current shift configuration

by following the instructions for “Creating An

Agent Directory” in Chapter 5.

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

The agent’s line group is programmed for Auto

ACW and the agent is touching the ACW and

Available buttons.

Auto ACW is not programmed correctly.


If Auto ACW is in effect, agents should not touch the ACW button. Agents may touch the

Available button only after their telephones have been put into the ACW state automatically.

Check that Auto ACW is programmed properly for the agent’s line group. Reprogram if necessary.


Troubleshooting

PROBLEM: An agent is receiving the CMS calls for a different split.


The agent is assigned to the wrong split.

Reassign the agent to the correct split following the instructions for “Dynamic

Reconfiguration” in Chapter 6 of the CMS

Supervisor’s Guide.

Fallback plan is on when it Make sure Inhibit Call Coverage is on.

should be off.

Telephone is programmed Set all CMS lines to “no-ring.” to “ring.”

PROBLEM: Agents continue receiving CMS calls after touching the ACW button to indicate they are unavailable for CMS calls.


The agents are touching Remind the agents to touch the ACW button the ACW button after they before they hang up.

hang up.

9-22 Other Problems

Troubleshooting

PROBLEM: An agent’s telephone rings when the call is for another agent, or it rings once and stops.

Possible Cause

The agent has one or more CMS lines (or line pools) set to ring.


Remind the agent to set all CMS lines (or line pools) not to ring. Instruct agent on line ringing options as described under “Using MER-

LIN LEGEND Features with CMS” in Chapter 5 of the CMS Supervisor’s Guide.

PROBLEM: While on one CMS call, an agent receives another CMS call.


The agent put the first call Remind the agent to put the handset on the on hold and hung up the desk after putting a call on hold. Hanging up handset.

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 CMS lines (or line pools) set to ring.

Remind the agent to set all CMS lines (or line pools) not to ring as described under “Using

MERLIN LEGEND Features with CMS” in

Chapter 5 of the CMS Supervisor’s Guide.


Troubleshooting

PROBLEM: Agents stationed close to each other have trouble determining whose telephone is ringing.


The agents’ telephones Remind the agents to personalize the ringing have the same ringing paton their telephones as described under “Using tern.

MERLIN LEGEND with CMS” in Chapter 5 of the CMS Supervisor’s Guide.

PROBLEM: Agents have trouble locating calls they have put on hold.


The agents don’t know Tell agents how telephone lights work, as that the green light next to described under “Using MERLIN LEGEND a call they put on hold Features with CMS” in Chapter 5 of the CMS flashes more rapidly than Supervisor’s Guide.

the green light next to someone else’s call.

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.


CMS sent a call to the agent’s telephone

Remind the agents that any time CMS sends a call to a telephone and it goes unanswered,

(perhaps when the agent was away from the desk) the light next to the Available button on that telephone goes off and CMS puts the agent in and it went unanswered.

the logged out state.

9-24 Other Problems

Troubleshooting

PROBLEM: Agent telephones ring part of one ring each time a call arrives.

Possible Cause

Lines are not set to No

Ring.


Set lines to No Ring.

External Alert Problems

External alert problems do not produce 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

Alert is not connected to the jack programmed for it or

Alert number is not associated with any line button number on the Setting

Exceptions screen.

Faulty lamp


1.

2.

Pre-select the associated line button on the supervisor’s console.

Lift the handset and see if the alert lights.

— If it does, check the programming.

— If it doesn’t, contact the MERLIN

LEGEND system manager and check that the alert is connected to the proper jack on the control unit.

Test the lamp from the supervisor’s console and replace if necessary.


Troubleshooting

PROBLEM: External Alert stays on after all exceptions to which it has been assigned have been brought below the exception thresholds.


Heavy call traffic can Check to be sure all exceptions have stayed cause a delay in the exterbelow their thresholds. If they have, simply nal alert turning off.

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 LEGEND

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 light goes on.

Alerts are programmed to monitor too many exceptions.

If all connections and assignments are correct and all handsets with that alert line button are hung up, restart CMS.

Decrease the number of exceptions monitored or change the type of exceptions monitored by each alert.

9-26 Other Problems

Troubleshooting

Fallback Plan

During normal operation, the CMS PC distributes all CMS calls to CMS agents. However, if the CMS PC malfunctions, the CMS fallback plan provides the capability to distribute these calls correctly but not to maintain his- torical records or reports.

The fallback plan relies on several MERLIN LEGEND features so that the system—rather than CMS—distributes calls to CMS agents. For a more

detailed explanation of the fallback plan, refer to “Setting Up the Fallback

Plan” in Chapter 1.

If the CMS PC fails, implement the fallback plan as follows:

1. Turn the Coverage Off feature off at the CMS supervisor’s telephone by pressing [33], the button assigned to this feature. The light next to this button turns off when Coverage Off is off.

During normal operation, Coverage Off is on, disabling the distribution of calls by the MERLIN LEGEND system and allowing the CMS PC to distribute calls. Turning Coverage Off off enables the MERLIN LEGEND system to distribute calls through the CMS supervisor’s telephone.

2. Program the CMS lines at the supervisor’s phone for Immediate Ring

(normal operation is No Ring): a. On the supervisor’s phone, slide the T/P switch to the P (program) position.

b. Press any CMS line button.

c. Dial d. Slide the T/P switch back to the T position.

NOTE:

Remember to set the lines back to No Ring when not using the fallback plan. Repeat the above steps, but dial the code

❑ ❑ ❑ ❑ instead.

Fallback Plan 9-27

Guide to CMS Screens

The menu maps in Figures A-1 and A-2 illustrate the hierarchy of CMS screens. Figure A-1 shows the relationship between the programming

screens while Figure A-2 shows the relationship between call management

screens.

A-1

Appendix A: Guide to CMS Screens

CMS MENU

START CALL

MANAGEMENT

ADMINISTRATION

MENU

STORED SHIFT

CONFIGURATIONS

AGENT

DIRECTORY

ADMINISTER LINES

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

EXCEPTIONS

SPLIT

EXCEPTIONS

.

LINE GROUP

EXCEPTIONS

ASSIGN

ALERTS

Figure A-1. CMS Programming Screen Map

A - 2

Appendix A: Guide to CMS Screens

F1

START CALL

MANAGEMENT

INITIALIZE

STORED SHFT

CONFIGURATIONS

SELECT AND

INITIALIZE ONE

CONFIGURATION

CMS MAIN MENU

F4

ADMINISTRATION

MENU

REPORT

MENU

F5

F1

F2

F3

F4

F6

AGENT SPLIT

SUMMARY

SPLIT

REPORT

LINE GROUP

REPORT

ALL

REPORTS

DAILY

CUMULATIVE

DAILY

CUMULATIVE BY DAY

CUMULATIVE BY HOUR

DAILY



DAILY



EVENTS LOG

REPORT

EXIT CALL

MANAGEMENT

INITIALIZATION

COMPLETE

F8

SYSTEM

MENU

F1

CONFIGURATION

F5

PRINT

REPORTS

F1

—

F2

—

F3

—

F1

SPLITS

ADD

AGENT

REMOVE

AGENT

MOVE

AGENT

F4

—

F5

—

F6

—

REPLACE

AGENT

NEW

AGENT

CHANGE

SPLIT

0

F8

—

AGENT

DIRECTORY

LINE

GROUPS

F1

—

F2

F3

—

—

F2

ANSWER

DELAY

F3

CALL

FLOW

F1

FORCE F2

—

DELAY

AUTO F3

ACW

—

F4

—

—

F4

EVENTS

LOG

ASSIGN

SPLITS

FLOW

ON/OFF

SET

THRESH

ALL-RING

ON/OFF

F1

—

F5 F6

LINE SPLIT

STATUS STATUS

CHANGE

PRIORITY

F7

CONFIG

LIST

F1

—

CHANGE

AGT STAT

F1

—

SELECT

CONFIG

F2

—

SAVE

CONFIG

F3

—

RENAME

CONFIG

F4

—

CHOOSE

STARTUP

F3

SYSTEM

STATUS

F1

DAY/

NIGHT

F2 F3

SET SELECT

OPTIONS EXCEPTIONS

F1

—

SERVICE

LEVEL

F1

—

AGENT

EXCEPTIONS

F4

EVENTS

LOG

F5 F6

LINE SPLIT

STATUS STATUS

F1 CHANGE

—

PRIORITY

F1

—

CHANGE

AGENT

STATUS

F7

CONFIG

SCREEN

F2

F3

—

—

ABANDON F2

THRESH

—

SPLIT

EXCEPTIONS

ALARM

ON/OFF

F3

—

GROUP

EXCEPTIONS

F4

—

F5

—

DELAY

MSG

LENGTH

BUSINESS

NAME

NOTES:

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.

After initialization is complete and another menu is selected, the system menu screen can be used to select configurations, review system status screens, print reports and exit call management.

Figure A-2. Call Management Screen Map

A-3

Upgrade Information

Although MERLIN LEGEND CMS uses the enhanced capability of the

MERLIN LEGEND Communications System, CMS works much the same as

CMS for the MERLIN II system. If the installation is an upgrade from

MERLIN II CMS Feature Module 2, all the current configuration files can be retained; MERLIN LEGEND CMS supports these files.

However, if the MERLIN II CMS is not Feature Module 2 or is an earlier version of MERLIN CMS, the configuration files are not retained. You will have to re-enter the CMS configuration information including agent directories, line and station number assignments, thresholds, exceptions, and other programmed data. For all upgrades, you will have to reenter CMS historical reports. You must remove the old CMS files from the CMSMGMT and CMSREPT directories before installing the new CMS.

Table B-1 summarizes the changes necessary for upgrading to MERLIN

LEGEND CMS from earlier MERLIN CMS releases.

B-1

Upgrade Information

Table B-1. Upgrading from MERLIN CMS

Hardware and Files

PC

Operating System

Monitor

PC Expansion Card

MERLIN

CMS keep upgrade to

MS-DOS 3.3

keep upgrade to

MERLIN

LEGEND

CMS board keep

MERLIN II MERLIN II CMS

CMS Feature Module 2 keep keep keep keep keep keep keep keep keep keep Voice

Announcement

Unit

Parallel Printer

Configuration

Files

(systbls.cms, shiftx.cms)

Report Files

(dxxxxxx.cms)

Program Files

(*.exe) keep re-enter discard upgrade to

MERLIN

LEGEND

CMS keep re-enter discard upgrade to

MERLIN

LEGEND

CMS keep keep discard upgrade to

MERLIN

LEGEND

CMS

B-2

MERLIN LEGEND

CMS Factory Settings

Several of the MERLIN LEGEND programming options have been set at the factory before shipping. Some of those settings you change for using

MERLIN LEGEND CMS, while others you don’t. Table C-1 provides a

summary of the MERLIN LEGEND programming options used by CMS and their factory settings. Refer to the specific programming section for instructions on keeping or changing the setting.

In addition, some of the CMS programming options are also set at the factory.

You may change or accept these settings based on the needs of the

business. Table C-2 provides a summary of the options and their settings.

Refer to the specific programming section for instructions on changing the settings.

C-1

MERLIN LEGEND CMS Factory Settings

Table C-1. MERLIN LEGEND Factory Settings (for CMS)

Programming Option

System Mode

Renumber System

Loop-Start Reliable Disconnect

Coverage Delay

Group Type

Return Time Interval

Transfer Audible

Extension Status

Factory Setting

Key

2-Digit

No

3 rings

Auto Logout

4 rings

Music-On-Hold

Group Calling/CMS

Page

1-4

1-5

1-14

1-29

1-27

1-8

1-9

1-9

Table C-2. MERLIN LEGEND CMS Factory Settings

Programming Option

Answer Delay

Force Delay

Auto ACW

Intraflow

Intraflow Threshold

Service Level Limit

Abandoned Call Threshold

Audible Alarm

Delay Message Length

Business Name

Factory Setting

5 seconds

Off

0 seconds

Off

30 seconds

20 seconds

10 seconds

On

10 seconds

MERLIN LEGEND(TM) CS

Page

6-7

6-7

6-7

6-11

8-12

8-3

8-3

8-4

8-4

8-5

C-2

Glossary

Abandoned

Call

Abandoned

Call Threshold

ACD

(Automatic Call

Distributor)

ACD Call

ACW (After-

Call-Work)

State

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 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 work state in which the agent receives no

ACD calls. Agents usually put their telephones into this state when they need to finish work associated with previous calls.

GL-1

Glossary

Agent Position

Agent Split

Alert

All-Ring

Operation

Answer Delay

Auto ACW

(Automatic

After-Call-Work)

State

The 2-digit LEGEND system extension number for the telephone assigned to an agent.

A team of agents who handle the same types of incoming calls.

A signal, either a beep from the CMS PC or a wallmounted device, 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 supervisor, 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 telephones of all agents in the split.

The initial period of time 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.

A programmed state in which the agent receives no

ACD calls. CMS automatically puts an agent’s telephone 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 0 time is designated for a line group, the Auto ACW feature is not in effect.

GL-2

Glossary

Inside Auto Dial

Button

Available State

Button Access to Line Pools

CMS Hold Time

Completed Call

Configuration,

Shift

A telephone button that has been programmed to contact another telephone in the LEGEND system.

Lights beside the button show the current status

(busy, idle, or held) of the telephone that the button represents.

An agent work 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 LEGEND 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’ telephones.

Users simply press the appropriate button to access a particular line pool. The alternative arrangement is Dial Access to Line Pools.

The length of time that CMS had control of a call. It starts when the call was answered, continues while the delay announcement is played and the call is placed on hold, and ends when CMS transfers the call to an agent.

A call on a CMS line that is answered by an agent, serviced, and disconnected.

See Shift Configuration.

GL-3

Glossary

Dial Access to

Line Pools

One of two optional settings for a LEGEND 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.

Dynamic The process of making changes to the CMS

Reconfiguration configuration currently being used to manage calls.

Exception 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 supervisor’s PC screen.

Exception

Threshold

The point at which the supervisor 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, which allows the supervisor to make some adjustments to bring the exceptions below the set thresholds.

Exception Alert A signal, either a beep from the supervisor’s PC or a light or bell from an external alert, to notify the CMS supervisor that an exception threshold has been met or exceeded.

External Alert A wall-mountable lamp or bell that lights up and remains lit or rings while a condition causing the alert is in effect. External alerts can be used with

All-Ring operation and with exception thresholds.

CMS can have up to four lamps, which are connected to LEGEND system line jacks and pro-

GL-4

Glossary

Factory Setting

Force Delay

Intraflow

Intraflow

Threshold

Jack, Control

Unit grammed for All-Ring operation or exception thresholds by line button number for agent splits and line group exceptions.

The factory-set value for a system option which allows CMS to operate immediately after installation.

The supervisor may later improve system performance by replacing some initial settings with values more appropriate to the needs of his or her business.

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.

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.

One of several numbered receptacles on the

LEGEND system control unit into which connections for telephone lines and telephones are plugged.

GL-5

Glossary

Line Group

Logged Out

State

Main Split

Night Service

Other Calls

Priority Line

Refused Call

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 agents are 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 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, extension calls, and calls transferred to an agent by another person.

A line that has a special status in CMS. Incoming calls on a priority line are answered before older calls on nonpriority lines.

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

G L - 6

Glossary

Ringing 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 telephone, from the time CMS transfers the call to an available agent until the agent lifts the handset.

Ringing Options 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 telephone. The ringing options are:

■

No Ring: All CMS line on an agent’s telephone should be programmed for No Ring to prevent all the CMS stations from ringing each time a new call enters the system.

Instead, CMS provides the ring for each new call, answers it, and transfers it to the agent’s telephone, which rings. Lines or line pools used primarily for placing outgoing calls should be programmed for No Ring.

■

Immediate Ring: Cover buttons for the

Transfer-to-Split or All-Ring operation feature should be programmed for Immediate Ring.

■

Other: Private lines or lines not assigned to

CMS can be programmed as needed.

Secondary Split 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

GL-7

Glossary

Service Level

Service Level

Limit

Serviced Call

Shift

Configuration

Split, Agent

Supervisory

Login/Logout

Transfer-to-

Queue

(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.

An arrangement of CMS line groups and agent splits that, when activated, determines how CMS calls are routed to agents. CMS allows you to define as many as six different shift configurations.

See Agent Split.

A feature that allows a supervisor to change an agent’s work status (Available/ACW/Logged out) from the CMS PC (via the Split Status screen) or from the console (via feature buttons). This can be done at any time during call management. It takes effect immediately, unless an agent is on an ACD call. When the call is complete, the new status goes into effect.

A feature that allows an agent to transfer calls to another split via a loop-back. The loop-back consists of a tip/ring extension jack and a loop-start line

GL-8

Glossary

Transfer-to-Split

Transfer Return

Interval jack, which is assigned to a CMS line group.

Transferred calls are treated as new CMS calls;

CMS distributes them to the appropriate agents and maintains historical records.

A feature that allows an agent to transfer calls to another split by pressing a button on his or her telephone. All telephones in the other split ring.

Agents in the other split pickup the call using the

LEGEND system Cover button feature.

The number of times a transferred call rings before returning to the telephone from which it was transferred.

GL-9

Index

A

Abandoned call threshold

programming, 8-3

ACW button

assigning to agent, 1-23

Agent Assist button


Agent directory

creating, 5-3

Agent status control

programming, 1-36

Agent telephones

setting up , 1-20 to 1-23

Agents and lines

identifying, 5-1 to 5-9

Alarm On/Off

programming, 8-4

All-Ring

CMS programming, 6-12

MERLIN LEGEND programming, 1-41

Answer delay

programming, 6-8

Automated Attendant

installing loop-backs, 2-16

Available button


Barge-In

programming, 1-35

Block renumbering, 1-6

Business name

programming, 8-5

C

Call flow

programming, 6-9

CMS management screens

map, A-3

CMS programming screens

map, A-2

CMS screens

moving between, 4-3

CMS software

installing , 3-1 to 3-5

CMS supervisor

programming features, 1-34 to 1-38

CMS

customizing, 8-1

diskettes, 3-3

exiting, 4-9

Main Menu, 4-2

programming basics, 4-1

Conventions, xii

CU1 and CU2

installing, 2-12

B

Backups, 1-3

IN-1

D

Delay message length

programming, 8-4

E

Editing data, 4-8

Editing function keys, 4-7

Editing prompt, 4-6

Entering data, 4-5

Error messages, 9-2 to 9-6

Exiting CMS, 4-9

Extension status

programming, 1-9

External alert

installing, 2-9

problems, 9-25

F

Fallback plan

setting up, 1-24 to 1-29

using

, 9-27

Feature Button

programming, 1-19

Force delay

programming, 6-8

G

Ghost module

adding, 1-38

Group page

programming, 1-35

H

Hardware, 2-1 to 2-17

installing , 2-6 to 2-17

MERLIN LEGEND, 2-2

optional, 2-4

required, 2-2

Headsets

programming, 1-30

Help screens

using, 4-3

I

Installation

570 and 571 printers, 2-15

automated attendant loop-backs, 2-16

CMS software, 3-1 to 3-5

connecting CU1 and CU2, 2-12

external alert, 2-9

general steps, 2-6 hardware, 2-6 to 2-17

MS-DOS, 3-2

transfer-to-queue loop-backs, 2-16

VDC 600 switches, 2-11

I N - 2

view-only monitor, 2-15

Voice Announcement Unit, 2-14

Intraflow

turning on and off, 6-11

Intraflow threshold

programming, 6-12

L

Line group options

programming, 6-7

Line groups

assigning IDs, 5-8

Line ringing options

programming, 1-22

Lines

adding, 5-7


Lines and line groups

programming, 5-6

Loop-backs

installing, 2-16

Loop-Start lines

programming, 1-14

M

Main Menu

using, 4-2

Main splits

assigning, 6-10

MERLIN LEGEND CMS

upgrade, B-1

MERLIN LEGEND planning forms, 1-2

MERLIN LEGEND programming, 1-4 to 1-41

general instructions, 1-2

O

Operator positions


Optional equipment

programming, 1-30 to 1-41

Optional features


P

Paging groups

programming, 1-33

Pools


Printers

installing, 2-15

Priority lines

identifying, 5-8

R

Renumbering

block, 1-6

single, 1-7

IN-3

S

Screens

CMS management, A-3

CMS programming, A-2

Secondary splits

assigning, 6-10

Service level limit

programming, 8-3

Shift configuration

building, 6-1 to 6-17

naming, 6-13

programming call flow, 6-9

programming line group options, 6-7

programming splits, 6-4

saving, 6-14

selecting, 6-3

Single renumbering, 1-7

Software

installing, 3-1 to 3-5

Starting CMS, 4-2

Supervisor

programming features, 1-34 to 1-38

System errors, 9-14 to 9-15

System mode

programming, 1-4

System options


System programming mode

entering, 1-2

System programming

description, 1-2

System renumbering, 1-5

T

T1 lines

programming, 1-13

Telephone programming

description, 1-3

Testing CMS, 7-1 to 7-8

agent status test, 7-5

intraflow test, 7-7

line status test, 7-3

startup test, 7-2

voice announcement unit test, 7-6

Transfer audible

programming, 1-9

Transfer return time

programming, 1-8

Transfer-to-queue

installing loop-backs, 2-16

programming, 1-40

Transfer-to-split

programming, 1-38

Trunks


U

Upgrade

from MERLIN CMS, B-1

I N - 4

V

VDC 600 board

setting DIP switches, 2-11

Video splitter

installing, 2-15

View-only monitor

installing, 2-15

Voice Announcement Unit

installing, 2-14

W

Warning messages, 9-7 to 9-13

IN-5

FCC Notification and Repair Information

This equipment is registered with the Federal Communications Commission

(FCC) in accordance with Part 68 of its rules. In compliance with those rules, you are advised of the following:

MEANS OF CONNECTION: Connection to the telephone network shall be through a standard network interface jack USOC RJ11C. These USOCs must be ordered from your Telephone Company.

This equipment may not be used with party lines or coin telephone lines.

NOTIFICATION TO THE TELEPHONE COMPANIES: Before connecting this equipment, you or your equipment supplier must notify your local telephone company’s business office of the following:

■

The telephone numbers you will be using with this equipment.

■

The appropriate registration number and ringer equivalence number

(REN) which can be found on the back or bottom of the control unit.

You must also notify your local telephone company if and when this equipment is permanently disconnected from the line(s).

Repair Instructions: If you experience trouble because your equipment is malfunctioning, the FCC requires that the equipment not be used and that it be disconnected from the network until the problem has been corrected.

Repairs to this equipment can only be made by the manufacturers, their authorized agents, or by others who may be authorized by the FCC. [In the event repairs are needed on this equipment, please contact the AT&T

National Service Assistance Center (NSAC) at 1 800 628-2888.]

Rights of the Local Telephone Company: If this equipment causes harm to the telephone network, the local telephone company may discontinue your service temporarily. If possible, they will notify you in advance. But if advance notice is not practical, you will be notified as soon as possible. You will also be informed of your right to file a complaint with the FCC.

FCC Notification and Repair Information

Your local telephone company may make changes in its facilities, equipment, operations, or procedures that affect the proper functioning of this equipment.

If they do, you will be notified in advance to give you an opportunity to maintain uninterrupted telephone service.

INTERFERENCE INFORMATION NOTICE: FCC Rules require that you be notified of the following:

■

This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause interference to radio communications.

■

This equipment has been tested and found to comply with the limits for a Class A digital device pursuant to Subpart J of Part 15 of FCC Rules, which are designed to provide reasonable protection against such interference when the equipment is operated in a commercial environment.

■

Operating this equipment in a residential area is likely to cause interference, in which case the user, at his or her own expense, will be required to do whatever is necessary to correct the interference.

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