AT&T Call Management System Installation guide

Call Management System
for MERLIN LEGEND™ Communications System
Installation and System
Programming Guide

Copyright© 1991 AT&T AT&T 585-214-010
All Rights Reserved Issue 1
Printed in U.S.A.
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:
1 800 363-1882
Ontario: 1 800 387-4268
Central and Western Canada:
1 800 663-9817

Contents
About This Guide
xi
■ Documentation Conventions
xi
■ Related Documents
xiii
How to Order Documentation
xiii
■ Basic Terms and Key Concepts
xiv
1
Programming the MERLIN LEGEND System
for CMS
1-1
■ 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
1-2
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

Contents
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
1-20
1-22
1-23
1-24
1-25
1-25
1-27
1-27
1-28
1-29
1-30
1-30
1-30
1-31
1-33
1-33
1-34
1-35
1-35
1-36
iv

Contents
Transfer-to-Split
Adding a Ghost Module
Assigning Primary Coverage Buttons
Transfer-to-Queue
All-Ring Operation
1-38
1-38
1-39
1-40
1-41
2Installing 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
Installing the CMS Software
3-1
■ Installing MS-DOS
3-2
■ Installing the CMS Software
3-3
v

Contents
4CMS 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
4-1
4-1
4-3
4-3
4-5
4-6
4-7
4-8
4-8
4-9
5
Identifying Agents and Lines
5-1
■ Getting Started
5-2
■ Creating an Agent Directory
5-3
■ Programming CMS Lines
5-6
Adding Lines
5-7
Identifying Priority Lines 5-8
Assigning Line Group IDs (Optional)
5-8
6Building a Shift Configuration
6-1
■ Getting Started
6-2
■ Selecting a Configuration
6-3
■ Assigning Splits
6-4
■ Programming Line Group Options
6-7
vi

Contents
■ 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
6-9
6-10
6-11
6-12
6-12
6-13
6-13
6-14
6-15
7Testing CMS
7-1
■ Startup Test
7-2
■ Line Status Test
7-3
■ Agent Status Test
7-5
■ Voice Announcement Unit Test
7-6
■ Intraflow Test
7-7
8Customizing CMS
8-1
■ Getting Started
8-2
■ Setting CMS Options
8-3
Service Level Limit 8-3
Abandoned Call Threshold
8-3
Alarm On/Off
8-4
Delay Message Length
8-4
Business Name 8-5
vii

Contents
9Troubleshooting
9-1
■ Error Messages
9-2
■ Warning Messages
9-7
■ System Errors
9-14
What They Mean
What to Do
■ Other Messages
■ Other Problems
If CMS is Managing Calls Correctly
If CMS has Stopped Managing Calls
Call Management Problems
Agent Problems
External Alert Problems
■ Fallback Plan
9-14
9-14
9-14
9-15
9-16
9-18
9-18
9-21
9-25
9-27
AGuide to CMS Screens
A-1
B
Upgrade Information
B-1
CMERLIN LEGEND CMS Factory Settings
C-1
viii

Contents
GL Glossary
GL-1
IN Index
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 avail-
able state and enter the after-call-work (ACW) state by pressing the pro-
grammed 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 them-
selves 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 super-
visor presses the agent’s Inside Auto Dial (DSS) button then the button pro-
grammed 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
fol-
lowing 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

Programming the MERLIN
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 tele-
phone programming. This guide assumes that you are familiar with program-
ming the MERLIN LEGEND system using either an MLX-20L™ display tele-
phone 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

Programming the MERLIN LEGEND System for CMS
Step
MLX-20L PC
1. Display system program- Menu Type SPM
ming menu
Sysprog
[[ ↵↵ ]]
Exit
[[ ↵↵ ]]
[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 pro-
gramming. For most telephone programming, we recommend that you pro-
gram 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 con-
ditions. 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 reas-
sign all lines and reprogram all telephones after making this change.
Step
MLX-20L
PC
1.
Display Mode screen
System
[F1]
Mode
[F3]
1-4 Setting Basic System Operating Conditions