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Identifying Agents and Lines
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
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ADMIN CMS R3.0 7:55p 03/04
ADMINISTER LINES AND LINE GROUPS
Line
ID Priority
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Group
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Btn
Line
ID Priority
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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
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F Admin
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5-6 Programming CMS Lines
Identifying Agents and 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 Agents and Lines
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).
The editing function keys replace the screen’s function keys, and the following prompt appears on the prompt line:
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.
To save the entry, press [F8] (Enter Data).
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).
The editing function keys replace the screen’s function keys, and the following prompt appears on the prompt line:
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
Identifying Agents and 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.
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ADMIN CMS R3.0
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ADMINISTER LINES AND LINE GROUPS
Btn
Line
ID Priority
3 1816
4 1808
5 1818
10 8515
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Group
D CORP
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Line
ID Priority
21 918
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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.
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