Manuel D’UtilisationTable des matièresTable of Contents31. Introduction5How to Use the CMS Documents5CMS PLANNING GUIDE5CMS INSTALLATION AND GETTING STARTED GUIDE5CMS USER’S CARD5CMS SYSTEM MANUAL6What’s in This Manual6Documentation Conventions72. Understanding CMS8Overview8Key Concepts9A Typical CMS Application12CMS AND BON VOYAGE TRAVEL12BON VOYAGE TRAVEL’S OTHER CALL TRAFFIC13CMS AND OTHER BUSINESS14Key Facts and Considerations15SYSTEM CONSIDERATIONS15SUPERVISOR’S CONSOLE AND AGENT VOICE TERMINALS15LINE ASSIGNMENTS15STATION ASSIGNMENTS16LINE GROUP AND AGENT SPLIT CONSIDERATIONS16EXTERNAL ALERTS16OTHER CONSIDERATIONS163. Your 6300 WGS and CMS17Overview17UPGRADE INFORMATION17Duplicating the CMS Diskette Duplicate19DUPLICATING THE CMS DISKETTE19Installing the CMS Software21INSTALLING THE SOFTWARE21Starting the CMS Program Automatically22Setting the Time and Date23SET THE DATE23SET THE TIME24Using Your PC with CMS25SCREEN FORMATS25Entering and Editing Data26ENTERING DATA AT PROMPTS27MOVING THE CURSOR28ENTERING DATA28EDITING DATA29USING THE HELP SCREENS294. Administering CMS30Overview30Getting Started32START ADMINISTERING CMS32Building or Editing Shift Configurations34USE THE STORED SHIFT CONFIGURATIONS SCREEN35Editing a Shift Configuration36BUILD OR EDIT A SHIFT CONFIGURATION36Administering Splits38ADMINISTER SPLITS39Administering Line Group Options41ANSWER DELAY41FORCE DELAY42AUTOMATIC AFTER-CALL-WORK (ACW)42Administering Call Flow43HOW INTRAFLOW WORKS44ADMINISTER CALL FLOW OR ALL-RING OPERATION45Clearing a Configuration47Returning to Other Screens48Saving an Edited (Changed) Configuration48Renaming a Shift Configuration49Selecting a Startup Configuration49Assigning Agent IDs50USING THE AGENT DIRECTORY SCREEN50Administering Lines and Line Groups53ADMINISTER LINES AND GROUPS54Setting Options57SERVICE LEVEL LIMIT57ABANDONED CALL THRESHOLD57AUDIBLE ALARM58DELAY MESSAGE LENGTH58SET OPTIONS59Selecting Exceptions60Instructions for Selecting Exceptions61ADMINISTER EXCEPTIONS61Assigning External Alerts to Exceptions62CONDITIONS FOR ASSIGNING ALERTS64ASSIGNING EXTERNAL ALERTS TO LINE BUTTONS64ASSIGNING EXCEPTIONS AND EXTERNAL ALERTS SIMULTANEOUSLY66Selecting Agent Exceptions67ADMINISTER AGENT EXCEPTIONS67Selecting Split Exceptions69ADMINISTER A SPLIT EXCEPTION70Selecting Line Group Exceptions72ADMINISTER A LINE GROUP EXCEPTION73External Alert Checklist74SUMMARY CHECKLIST74Backing Up Shift Configurations76COPY SHIFT CONFIGURATIONS765. Supervising CMS78Overview78The Administator/Supervisor's Responsibilities80The Attendant Console81LINE BUTTONS81AUTO INTERCOM BUTTONS81GROUP PAGE82Startup Procedures85Making Agents Available for CMS Calls89AGENTS' VOICE TERMINAL WORK STATES89LOGGED OUT STATE89AVAILABLE STATE90AFTER-CALL-WORK STATE90AUTOMATIC AFTER-CALL-WORK STATE91SUPERVISORY LOGIN/LOGOUT91Monitoring Call Management92Using the System Status Screen92Key to System Status Data95LINE GROUP INFORMATION95SPLIT INFORMATION95Using the Split Status Screens96Key to Split Status Data98AGENT STATUS98SPLIT STATUS99CALL FLOW99Using the Line Status Screen99Key to Line Status Data101LINE STATUS101LINE GROUP SUMMARY LINE101Using the Events Log Screen102Dynamic Reconfiguration104BEGINNING DYNAMIC RECONFIGURATION105Reconfiguring Splits106Changing Answer Delay, Force Delay, or Auto ACW108ANSWER DELAY108FORCE DELAY111AUTOMATIC ACW114Reconfiguring Call Flow116Using the Stored Shift Configurations Screen119Selecting Day or Night Service122CMS OPERATION DURING NIGHT SERVICE123Day-to-Day Operation of CMS124THE ADMINISTRATOR’S ACTIVITIES AT BON VOYAGE TRAVEL1246. Handling CMS Calls126Overview126The MERLIN II System Voice Terminal127The Analog Voice Terminal127The Digital Voice Terminal129Selecting a Voice Terminal for Your Agents130LINE BUTTONS130A NOTE ON GHOST VOICE TERMIANLS131MANUAL SIGNALING AND AUTO INTERCOM BUTTONS131COVER BUTTONS FOR TRANSFER-TO-SPLIT132ALL-RING OPERATION133Programming a Voice Terminal134BASIC PROGRAMMING INSTRUCTIONS134Announcing Availability for CMS Calls136THE AVAILABLE AND ACW BUTTONS136ANNOUNCING AVAILABILITY137ANNOUNCING UNAVILABILITY137AUTOMATIC ACW137SUPERVISORY LOGIN/LOGOUT138Using MERLIN II System Features with CMS139ANSWERING CMS CALLS139THE MEANING OF THE VOICE TERMINAL LIGHTS139PLACING OUTSIDE CALLS140PLACING INTERCOM CALLS140CONFERENCING A CALL141USING THE MANUAL SIGNALING AND SUTO INTERCOM FEATURES141TRANSFERRING CALLS143USING A COVER BUTTON144ANSWERING CALLS IN ALL-RING OPERATION144TYPES OF RINGING SOUNDS145PROGRAMMING PERSONALIZED RINGING145RINGING OPTIONS1467. Generating Reports147Overview147Types of CMS Reports148Agent Split Summary149DAILY AGENT SPLIT SUMMARY149DAILY ACD CALLS150OTHER DAILY CALLS150ADDITIONAL DATA150CUMULATIVE AGENT SPLIT SUMMARY151Split Report151DAILY SPLIT SUMMARY151TIME152ACD CALLS152OTHER CALLS153ADDITIONAL DATA FOR DAILY CALLS153CUMULATIVE SPLIT REPORT BY DAY153CUMULATIVE SPLIT REPORT BY HOUR154Line Group Report156DAILY LINE GROUP REPORT156TIME157ACD CALLS157CALLS157OTHER CALLS157ADDITIONAL DATA FOR DAILY CALLS158CUMULATIVE LINE GROUP REPORT BY DAY158CUMULATIVE LINE GROUP REPORT BY HOUR159Events Log Report160How to Generate Reports162GENERATE A REPORT162SUMMARY ON GENERATING INDIVIDUAL REPORTS164SUMMARY ON GENERATING ALL REPORTS165SCREEN MESSAGES165EXITING FROM REPORTS1658. Archiving Data166Overview166TRANSFERRING HISTORICAL DATA ONTO DISKETTES166GENERATING HISTORICAL REPORTS168RESTORING DATA COLLECTION CONDITIONS1699. Troubleshooting170Overview170Startup Problems171Error Messages171Warning Messages174Call Management Problems179System Errors183WHAT THEY MEAN183WHAT TO DO183Voice Announcement Unit Problems184External Alert Problems185Printer Problems186Agent Problems188Managing Calls if CMS is Disabled191WHAT YOU SHOULD HAVE191WHAT YOU SHOULD KNOW191WHAT YOU SHOULD DO19110. Quick Reference Guides194Overview194Quick Reference Guide to Your PC Keyboard195Quick Reference Guide to Entering and Editing Data196THE PROMPT196USING THE KEYS196ENTERING DATA196EDITING DATA197USING THE HELP SCREENS197Quick Reference Guide to Dynamic Reconfiguration198Map of Screens for CMS Administration199Map of Screens for Call Management200Glossary201Overview201CMS Terms202CMS Status Screens208System Status Screen208LINE GROUP INFORMATION208SPLIT INFORMATION209AGENT STATUS211SPLIT STATUS212CALL FLOW INFORMATION212Line Status Screen213LINE STATUS213LINE GROUP SUMMARY213SPLIT STATUS214CALL FLOW INFORMATION214CMS Reports215Daily Agent Split Summary215Cumulative Agent Split Summary217Daily Split Report217Cumulative Split Report (By Day or Hour)219Daily Line Group Report220BUSlEST HOURS221Cumulative Line Group Report (by day or hour)222Index223Taille: 960 koPages: 224Language: EnglishOuvrir le manuel