Intraflow Test. AT&T Call Management System

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