Инструкции для AT&T 999-501-149

AT&T

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Справочник Пользователя

Содержание

Table of Contents
3
1. Introduction
5
- How to Use the CMS Documents
  5
2. Understanding CMS
8
3. Your 6300 WGS and CMS
17
- Overview
  17
  - UPGRADE INFORMATION
    17
- Duplicating the CMS Diskette Duplicate
  19
  - DUPLICATING THE CMS DISKETTE
    19
- Installing the CMS Software
  21
- Using Your PC with CMS
  25
  - SCREEN FORMATS
    25
  - Entering and Editing Data
    26
    - ENTERING DATA AT PROMPTS
      27
    - MOVING THE CURSOR
      28
    - ENTERING DATA
      28
    - EDITING DATA
      29
    - USING THE HELP SCREENS
      29
4. Administering CMS
30
5. Supervising CMS
78
- Overview
  78
- The Administator/Supervisor's Responsibilities
  80
- The Attendant Console
  81
  - LINE BUTTONS
    81
  - AUTO INTERCOM BUTTONS
    81
  - GROUP PAGE
    82
- Startup Procedures
  85
- Making Agents Available for CMS Calls
  89
- Monitoring Call Management
  92
  - Using the System Status Screen
    92
  - Key to System Status Data
    95
    - LINE GROUP INFORMATION
      95
    - SPLIT INFORMATION
      95
  - Using the Split Status Screens
    96
  - Key to Split Status Data
    98
    - AGENT STATUS
      98
    - SPLIT STATUS
      99
    - CALL FLOW
      99
  - Using the Line Status Screen
    99
  - Key to Line Status Data
    101
    - LINE STATUS
      101
    - LINE GROUP SUMMARY LINE
      101
  - Using the Events Log Screen
    102
- Dynamic Reconfiguration
  104
  - BEGINNING DYNAMIC RECONFIGURATION
    105
  - Reconfiguring Splits
    106
  - Changing Answer Delay, Force Delay, or Auto ACW
    108
    - ANSWER DELAY
      108
    - FORCE DELAY
      111
    - AUTOMATIC ACW
      114
  - Reconfiguring Call Flow
    116
  - Using the Stored Shift Configurations Screen
    119
- Selecting Day or Night Service
  122
  - CMS OPERATION DURING NIGHT SERVICE
    123
- Day-to-Day Operation of CMS
  124
- THE ADMINISTRATOR’S ACTIVITIES AT BON VOYAGE TRAVEL
  124
6. Handling CMS Calls
126
- Overview
  126
- The MERLIN II System Voice Terminal
  127
  - The Analog Voice Terminal
    127
  - The Digital Voice Terminal
    129
- Selecting a Voice Terminal for Your Agents
  130
- Programming a Voice Terminal
  134
  - BASIC PROGRAMMING INSTRUCTIONS
    134
- Announcing Availability for CMS Calls
  136
  - THE AVAILABLE AND ACW BUTTONS
    136
  - ANNOUNCING AVAILABILITY
    137
  - ANNOUNCING UNAVILABILITY
    137
  - AUTOMATIC ACW
    137
  - SUPERVISORY LOGIN/LOGOUT
    138
- Using MERLIN II System Features with CMS
  139
  - ANSWERING CMS CALLS
    139
  - THE MEANING OF THE VOICE TERMINAL LIGHTS
    139
  - PLACING OUTSIDE CALLS
    140
  - PLACING INTERCOM CALLS
    140
  - CONFERENCING A CALL
    141
  - USING THE MANUAL SIGNALING AND SUTO INTERCOM FEATURES
    141
  - TRANSFERRING CALLS
    143
  - USING A COVER BUTTON
    144
  - ANSWERING CALLS IN ALL-RING OPERATION
    144
  - TYPES OF RINGING SOUNDS
    145
  - PROGRAMMING PERSONALIZED RINGING
    145
  - RINGING OPTIONS
    146
7. Generating Reports
147
- Overview
  147
- Types of CMS Reports
  148
  - Agent Split Summary
    149
    - DAILY AGENT SPLIT SUMMARY
      149
    - DAILY ACD CALLS
      150
    - OTHER DAILY CALLS
      150
    - ADDITIONAL DATA
      150
    - CUMULATIVE AGENT SPLIT SUMMARY
      151
  - Split Report
    151
    - DAILY SPLIT SUMMARY
      151
    - TIME
      152
    - ACD CALLS
      152
    - OTHER CALLS
      153
    - ADDITIONAL DATA FOR DAILY CALLS
      153
    - CUMULATIVE SPLIT REPORT BY DAY
      153
    - CUMULATIVE SPLIT REPORT BY HOUR
      154
  - Line Group Report
    156
    - DAILY LINE GROUP REPORT
      156
    - TIME
      157
    - ACD CALLS
      157
    - CALLS
      157
    - OTHER CALLS
      157
    - ADDITIONAL DATA FOR DAILY CALLS
      158
    - CUMULATIVE LINE GROUP REPORT BY DAY
      158
    - CUMULATIVE LINE GROUP REPORT BY HOUR
      159
  - Events Log Report
    160
- How to Generate Reports
  162
  - GENERATE A REPORT
    162
  - SUMMARY ON GENERATING INDIVIDUAL REPORTS
    164
  - SUMMARY ON GENERATING ALL REPORTS
    165
  - SCREEN MESSAGES
    165
  - EXITING FROM REPORTS
    165
8. Archiving Data
166
- Overview
  166
9. Troubleshooting
170
- Overview
  170
- Startup Problems
  171
  - Error Messages
    171
  - Warning Messages
    174
- Call Management Problems
  179
- System Errors
  183
  - WHAT THEY MEAN
    183
  - WHAT TO DO
    183
- Voice Announcement Unit Problems
  184
- External Alert Problems
  185
- Printer Problems
  186
- Agent Problems
  188
- Managing Calls if CMS is Disabled
  191
  - WHAT YOU SHOULD HAVE
    191
  - WHAT YOU SHOULD KNOW
    191
  - WHAT YOU SHOULD DO
    191
10. Quick Reference Guides
194
- Overview
  194
- Quick Reference Guide to Your PC Keyboard
  195
- Quick Reference Guide to Entering and Editing Data
  196
  - THE PROMPT
    196
  - USING THE KEYS
    196
  - ENTERING DATA
    196
  - EDITING DATA
    197
  - USING THE HELP SCREENS
    197
- Quick Reference Guide to Dynamic Reconfiguration
  198
- Map of Screens for CMS Administration
  199
- Map of Screens for Call Management
  200
Glossary
201
- Overview
  201
- CMS Terms
  202
- CMS Status Screens
  208
  - System Status Screen
    208
    - LINE GROUP INFORMATION
      208
    - SPLIT INFORMATION
      209
    - AGENT STATUS
      211
    - SPLIT STATUS
      212
    - CALL FLOW INFORMATION
      212
  - Line Status Screen
    213
    - LINE STATUS
      213
    - LINE GROUP SUMMARY
      213
    - SPLIT STATUS
      214
    - CALL FLOW INFORMATION
      214
- CMS Reports
  215
Index
223

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