AT&T Call Management System User manual

585-214-071
Issue 1
October 1991
Call Management System
for MERLIN LEGENDCommunications System
Supervisor’s Guide

Copyright 1991 AT&T
All Rights Reserved
Printed in U.S.A.
AT&T 585-214-071
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 is a trademark of AT&T.
MERLIN is a registered trademark 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 585-214-071. TO order additional books, call
1800432-6600 in the U.S. and 1800255-1242 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 1800628-2888 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: 1800363-1882
Ontario:
1800387-4268
Central and Western Canada:
1800663-9817

Contents
About This Guide
xiii
■ Documentation Conventions
xiii
■ Related Documentation
xiv
How to Order Documentation xv
1
Introduction to CMS
■ CMS Supervisor’s Responsibilities
■ Basic Terms and Key Concepts
Automatic Call Distributor
Lines and Line Groups
Agents and Agent Splits
Shift Configuration
Main Splits and Secondary Splits
lntraflow and Intraflow Threshold
Logged Out State and Available State
After-Call-Work (ACW) State
Automatic After-Call-Work (Auto ACW) State
Supervisory Login/Logout
Call Management
Answer Delay, Force Delay, and Pri
■ A Typical CMS Application
CMS and Bon Voyage Travel
Bon Voyage Travel’s Other Call
CMS and Other Businesses
Day-to-Day Operation of CMS
1-1
1-2
1-3
1-3
1-3
1-3
1-4
1-4
1-4
1-4
1-4
1-5
1-6
1-6
ority Lines
1-7
1-7
1-7
Traffic 1-10
1-11
1-11
iii

Contents
2
Using Your PC with CMS
2-1
Starting CMS 2-1
Setting the Date and Time 2-3
Set the Date 2-3
Set the Time 2-4
CMS Screen Layouts 2-5
Entering and Editing Data
2-8
Data 2-10
2-11
Editing Prompt and Function Keys 2-9
Guidelines for Entering
Alternate Editing Keys
Simple Editing Procedures
2-11
Getting Help 2-12
Leaving CMS
2-12
3
Programming CMS Shift Configurations
■ Creating or Changing Shift Configurations
Assigning Splits
Add Agent
Remove Agent
Move Agent
Replace (Substitute) Agent
New Agent
Change Split ID
Agent Directory
Assigning Line Group Options
Changing Answer Delay
3-1
3-3
3-8
3-9
3-10
3-11
3-11
3-12
3-13
3-14
3-17
3-18
iv

Contents
Changing Force Delay
Programming Automatic After-Call-Work (ACW)
Programming Call Flow
How Intraflow Works
Programming Considerations
Programming Instructions
Assigning Splits
Turning Flow On/Off
Setting the Intraflow Threshold
Turning All-Ring On/Off
■ Clearing Agents
■ Saving a Changed Configuration .
■ Naming or Renaming a Shift Configuration
■ Selecting a Startup Configuration
■ Backing Up and Restoring Shift Configurations
Backing Up Shift Configurations
Restoring Shift Configurations
3-20
3-20
3-22
3-22
3-23
3-24
3-25
3-26
3-26
3-27
3-29
3-30
3-32
3-33
3-34
3-34
3-35
4
Changing System Options and
Programming Exceptions
■ Changing System Options
Adjusting the Service Level Limit
Adjusting the Abandoned Call Threshold
Setting the Audible Alarm
Adjusting the Delay Message Length
Entering Your Business Name
■ Programming Exceptions
Instructions for Selecting Exceptions
4-1
4-3
4-5
4-6
4-7
4-7
4-8
4-9
4-10
v

Contents
Agent Exceptions
Talk Time
ACW (After Call Work)
ACW Time Limit
Refused Call
Split Exceptions
Abandon Calls (Number of Abandoned Calls)
Calls Waiting (Number of Calls Waiting)
Oldest Call (Oldest Call Waiting)
Avg Speed (Average Speed of Answer)
Line Group Exceptions
Lines Busy (All Lines Busy)
HoldTime Maximum (Maximum Line Holding Time)
HoldTime Minimum (Minimum Line Holding Time)
Assigning External Alerts to Exceptions
Conditions for Assigning Alerts
Assigning Alerts to Line Buttons
Changing or Removing Line Button Assignments
Assigning Exceptions and External Alerts
Simultaneously
4-13
4-14
4-15
4-16
4-17
4-17
4-18
4-19
4-20
4-21
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4-24
4-25
4-26
4-28
4-29
4-31
4-32
5
CMS Telephones and Telephone Programming 5-1
■ CMS Supervisor’s Telephone
5-2
Supervisor’s Mode
5-6
Changing Agent Status
5-7
Group Page
5-7
Barge-In 5-8
Lights
5-8
vi

Contents
■ Agent Phones
Line Buttons
Work State Buttons (Available, ACW)
Announcing Availability
Automatic ACW
■ Call Handling
Answering CMS Calls
Answering Non-CMS Calls
Answering Extension Calls
Placing Outside Calls
Placing Extension Calls
Conferencing a Call
Transferring Calls
■ Optional Headset and Headset Adapter
Headsets with MLX Telephones
Headset Buttons
Headset Operation
Considerations
Feature Interactions
Headsets with Analog Phones
Optional Headset Button
■ Using MERLIN LEGEND Features with CMS
Feature Button
inside Auto Dial
Notify
Manual Signaling
Agent Assist
Transfer to Split or Queue .
All-Ring Operation
Ghost Telephones and Cover Buttons
Ringing Options
5-10
5-10
5-11
5-11
5-12
5-13
5-14
5-15
5-15
5-15
5-16
5-17
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5-25
5-25
5-26
5-27
5-28
vii

Contents
Personalized Ringing 5-29
■ Telephone Programming
5-31
Telephone Programming Instructions
5-31
6
Supervising CMS
6-1
■ Startup Procedures
■ Making Agents Available for CMS Calls
Agent Telephone Button Requirements
Agent Telephone Work States
Changing Agent Status
■ Monitoring Call Management
Using the System Status Screen
Line Group Information
Split Information
Function Keys
Using the Split Status Screens
Agent Status
Split Status
Call Flow Information
Function Keys
Using the Line Status Screen
Line Status
Line Group Summary
Split Status
Call Flow Information
Function Keys
Using the Events Log Screen
Function Keys
viii
6-3
6-7
6-7
6-8
6-10
6-11
6-13
6-14
6-15
6-17
6-18
6-20
6-21
6-22
6-22
6-24
6-25
6-26
6-27
6-27
6-28
6-29
6-30

Contents
Multiple View Only Monitors
■ Dynamic Reconfiguration
Beginning Dynamic Reconfiguration
Function Keys
Reconfiguring Splits
Add Agent
Remove Agent
Move Agent
Replace Agent
New Agent
Change Split ID
Go to Configuration Screen
Agent Directory
Changing Line Group Options
Answer Delay
Changing Force Delay
Changing Automatic ACW
Reconfiguring Call Flow
Assign Splits
Flow On/Off
Set Intraflow Threshold
All-Ring On/Off
Using the Stored Shift Configurations Screen
Select Configuration
Save Configuration
Rename Configuration
Choose Startup
■ Selecting Day or Night Service
Change to Night Service
Change to Day Service
■ Printing CMS Screens
6-30
6-31
6-32
6-33
6-34
6-35
6-35
6-36
6-37
6-37
6-38
6-38
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6-44
6-45
6-46
6-47
6-48
6-49
6-50
6-50
6-51
6-52
6-53
6-54
ix

Contents
7
Generating Reports
7-1
■ Keeping Historical Data Accurate
■ Types of CMS Reports
Daily Agent Split Summary
Daily ACD Calls
Other Daily Calls
Additional Data
Cumulative Agent Split Summary
Daily Split Report
Time
ACD Calls
Other Calls
Additional Data for Daily Calls
Cumulative Split Report By Day
Cumulative Split Report By Hour
Daily Line Group Report
Time
ACD Calls
Traffic
Num Delay Anne
Other Calls
Additional Data for Daily Calls
Cumulative Line Group Report By Day
Cumulative Line Group Report By Hour
Events Log Report
■ How to Generate Reports
Generating Reports
Summary on Generating individual Reports
Summary on Generating All Reports
7-2
7-4
7-5
7-6
7-7
7-8
7-8
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7-28
7-32
7-32
x

Contents
Report Screen Messages 7-33
Exiting from Reports
7-34
8
Archiving and Restoring Data
■ Transferring Historical Data onto Diskettes
Saving the System Tables File
Saving Historical Data Files
Erasing Files from the Hard Disk
■ Generating Historical Reports
Saving the Current System Tables
Restoring the Historical System Tables
Restoring the Historical Data Files
■ Resuming Data Collection
Erasing the Historical Data from the Hard Disk
Restoring the Current System Tables
8-1
8-2
8-4
8-5
8-6
8-6
8-7
8-7
8-8
8-9
8-9
8-10
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
9-1
9-2
9-7
9-17
9-17
9-17
9-18
9-18
9-18
xi

Contents
■ Other Problems
Call Management Problems
Agent Problems
External Alert Problems
■ Fallback Plan
9-21
9-21
9-25
9-26
9-28
AMERLIN LEGEND CMS Factory Settings
A-1
GL Glossary
GL-1
IN Index
xii
IN-1

About This Guide
This guide assumes the Call Management System (CMS) has been initially
installed and programmed. It provides the CMS Supervisor with information
on each aspect of CMS operations and CMS programming for effective
management, maintenance, and customization of CMS.
Documentation Conventions
Several special symbols and typefaces appear in this manual. For example,
keys that appear on your
[F1] (function key
[^] (up arrow)
[ v ](down arrow)
[< ] (left arrow)
[ >] (right arrow)
<
[ ] (tab key)
>
[ ] (enter key)
<
keyboard are shown like this:
F1)
When two keys must be pressed simultaneously, it is shown like this:
<
[^] +[ ] press the up arrow and tab key simultaneously).
>
xiii

About This Guide
Different typefaces are used throughout this guide:
This typeface represents information the system
displays, such as prompts.
This bold typeface represents information you enter.
This italic typeface represents a system response:
Sample screens from Bon Voyage Travel (a hypothetical business) are used
throughout this guide. Explanatory material is often “keyed” to these screens
with circled numbers (callouts) such as: O. Refer to the callouts on the
1
screens as you read the explanatory text.
In some instances, prompts that take up only one line on the display are
represented in the text on two lines. When this is the case, a backslash (\) is
used to show the break occurs in the text but not on the screens.
Prompt lines on screens show blanks (and a cursor) where you need to enter
information. In the text, an underscore is used to identify where you enter
information, as shown below.
ANSWER DELAY :
Group Letter: _ How Many Seconds:
PC responses may differ from the ones printed here, depending on the ver-
sion of the MS-DOS® program you are using.
Related Documentation
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 Installation and System Programming Guide
CMS User’s Quick Reference
MERLIN LEGEND Communications System System Reference
xiv

About This Guide
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
TM
sys-
tem documentation from the AT&T Customer Information Center. To order,
find the order number in the table below and call the telephone numbers
given on the inside front cover of this guide.
Document Order Number
CMS
Planning Guide and Forms
585-214-050
Installation and Programming Guide 585-214-010
User’s Quick Reference (packages of 15) 585-214-070
MERLIN LEGEND Communications System
System Reference
555-610-110
xv

Introduction to CMS
This section provides a brief overview of the Call Management System (CMS),
and the responsibilities of the CMS supervisor. A typical CMS application is
shown using the example of an imaginary business called Bon Voyage Travel.
CMS is an automatic call distributor (ACD) that answers calls and connects
them to available agents. When there’s more than one agent available for a
call, CMS connects the call to the agent who has been idle the longest. If no
agent is available, CMS connects the call to a delay message and then
places the call on hold until an agent becomes available.
Your MERLIN LEGEND Communications System and CMS work together to
meet your call management needs. Your AT&T account manager or
authorized dealer configured MERLIN LEGEND and CMS configurations
based on your particular call management needs. The implementor installed
and initially programmed your system based on these configurations.
You, the CMS supervisor, should become familiar with the basic configuration
of your system. As you observe how CMS manages your incoming call traffic
on a day-to-day basis, you can begin to fine-tune your system for more
efficient call management and more useful call-management reports. As your
needs change, you will want to change the system’s option settings to meet
these needs.
1-1

Introduction to CMS
CMS Supervisor’s Responsibilities
In many cases the MERLIN LEGEND system manager and the CMS supervi-
sor are the same person; in other cases, the two roles may be assigned to
different people. However, if different people are assigned to each role, the
MERLIN LEGEND system manager and the CMS supervisor must work
closely together to define the needs of both the MERLIN LEGEND system and
CMS.
While the MERLIN LEGEND system manager is responsible for systemwide
CMS options and features (such as line types, line assignments, and System
Speed Dial codes), most of the CMS operation is the responsibility of the CMS
supervisor. The primary function of CMS is to distribute incoming calls to
available agents. If agents are not available, CMS cannot perform its primary
function. Therefore, keeping agents available to answer calls is one of your
main duties as the CMS Supervisor. Anything you can do to ensure agents
are actively taking calls, not placing calls or doing anything other than CMS
activities, is in the best interests of your call handling goals.
The CMS Supervisor’s responsibilities include:
Creating shift configurations of line groups and agent splits. (See
Chapter 3, “Programming CMS Shift Configurations.”)
Changing system options and programming exceptions as business
needs change. (See Chapter
4, “Changing System Options and Pro-
gramming Exceptions.)
Programming the attendant console and agent telephones and assist-
ing agents in the use of the MERLIN LEGEND system features that
they use to handle CMS calls. (See Chapter 5, “CMS Telephones and
Telephone Programming.”)
Monitoring line status, split status, call traffic, and system problems
during call management. (See “Monitoring Call Management” and
“Dynamic Reconfiguration,” in Chapter 6.)
Generating reports. (See Chapter 7, “Generating Reports.”)
Using system status information and the Management Information Sys-
tem (MIS) data in the CMS reports to maintain efficient call
1-2 CMS Supervisor’s Responsibilities

Introduction to CMS
management and agent productivity (See Chapter 7, “Generating
Reports,” for ongoing data collection and Chapter 8, “Archiving and
Restoring Data,” for storing CMS report data.)
■ Troubleshooting (See Chapter 9, “Troubleshooting.”)
Basic Terms and Key Concepts
The terms and descriptions in this section provide the key to understanding
how CMS works. More information about each of these aspects of CMS is
included in the relevant sections of this manual. Additional CMS terms are
included in the glossary.
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.
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.
Basic Terms and Key Concepts 1-3

Introduction to CMS
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 touching the programmed button labeled
Available on their
telephones (MERLIN LEGEND system telephones).
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
1-4 Basic Terms and Key Concepts

Introduction to CMS
them. To return to the available state from the after-call-work state, agents
simply touch their
Available button.
Automatic After-Call-Work
(Auto ACW) State
The automatic after-call-work (Auto ACW) feature automatically places agents
into the after-call-work state upon completion of an ACD call. During that
time, agents receive no calls as they complete their work. The CMS supervi-
sor can program a specific amount of time for this after-call-work state. When
the time specified in the Auto ACW parameters elapses, agents are automati-
cally made available. Agents can make themselves available before the
specified time elapses by touching their
Available button.
In addition to using the
Available and ACW buttons on their phones to move
from work state to work state, agents in an active shift configuration always
know what state they’re in by the status of the lights next to the buttons.
■ Available light on = available state
■ ACW light on=after-call-work state
■ Both lights off= logged out state
When agents touch the Available button to enter the available state, the light
next to the
Available button goes on. When they touch the ACW button to
move from the available state to the after-call-work state, the light next to the
Available button goes off, and the light next to the ACW button goes on.
Agents who plan to be away from their phones for an extended period or who
are doing work unrelated to CMS can also log themselves out of CMS. They
move from the available state to the logged out state by touching the
Avail-
able
button and thus turning off its light. Likewise, they move from the after-
call-work state to the logged out state by touching the
ACW button and turn-
ing off its light. Also, agents will be placed in the logged out state if they fail
to answer calls transferred to them by CMS.
Basic Terms and Key Concepts 1-5