AT&T MERLIN II Feature Module 2 Uživatelský manuál Strana 3
- Strana / 224
- Tabulka s obsahem
- KNIHY
Hodnocené. / 5. Na základě hodnocení zákazníků
Contents
Section 1: Introduction
How to Use the CMS Documents
1-1
Section 2: Understanding CMS
Overview
2-1
Key Concepts
2-2
A Typical CMS Application
2-5
Key Facts and Considerations
2-8
Section 3: Your 6300 WGS and CMS
Overview
3-1
Duplicating the CMS Diskette Duplicate
3-3
Installing the CMS Software
3-5
Using Your PC with CMS
3-9
Section 4: Administering CMS
Overview
Getting Started
Building or Editing Shift Configurations
Assigning Agent IDs
Administering Lines and Line Groups
Setting Options
Selecting Exceptions
Backing Up Shift Configurations
4-1
4-3
4-5
4-21
4-24
4-28
4-31
4-47
Section 5: Supervising CMS
Overview
5-1
The Administrator/ Supervisor’s Responsibilities
5-3
The Attendant Console
5-4
Startup Procedures
5-8
Making Agents Available for CMS Calls
5-12
Monitoring Call Management
5-15
Dynamic Reconfiguration
5-27
Section 6: Handling CMS Calls
Overview
6-1
The MERLIN II System Voice Terminal
6-2
Selecting a Voice Terminal for Your Agents
6-5
Programming a Voice Terminal
6-9
- AT&T 1
- Contents 3
- How to Use the CMS Documents 5
- What’s in This Manual 6
- Documentation Conventions 7
- Key Concepts 9
- Key Concepts 2-3 10
- 2-4 Key Concepts 11
- A Typical CMS Application 12
- 2-6 A Typical CMS Application 13
- Key Facts and Considerations 15
- 3-2 Overview 18
- ● Your PC 19
- Installing the CMS Software 21
- Setting the Time and Date 23
- Using Your PC with CMS 25
- Entering and Editing Data 26
- UM Answer Force Auto 27
- ↵ ] . The instructions 28
- ↵ ] , however 28
- Using Your PC with CMS 3-13 29
- 4-2 Overview 31
- Getting Started 32
- 4-4 Getting Started 33
- ● Shift 1 34
- ● Shift 2 34
- ● Night 34
- ● Weekend 34
- [ F8 ] , (labeled “Admin 35
- Editing a Shift Configuration 36
- Administering Splits 38
- ● Answer Delay 41
- ● Force Delay 41
- Administering Call Flow 43
- Clearing a Configuration 47
- Returning to Other Screens 48
- Assigning Agent IDs 50
- 4-22 Assigning Agent IDs 51
- Menu screen 52
- [ F4 ] , labeled 54
- Setting Options 57
- Setting Options 4-29 58
- 4-30 Setting Options 59
- Selecting Exceptions 60
- 4-32 Selecting Exceptions 61
- Selecting Exceptions 4-33 62
- Selecting Exceptions 4-35 64
- 4-36 Selecting Exceptions 65
- Selecting Exceptions 4-37 66
- Selecting Agent Exceptions 67
- Selecting Split Exceptions 69
- Selecting Exceptions 4-41 70
- 4-42 Selecting Exceptions 71
- Selecting Exceptions 4-43 72
- 4-44 Selecting Exceptions 73
- External Alert Checklist 74
- 4-46 Selecting Exceptions 75
- ↵ ↵ ] After each command 76
- 5-2 Overview 79
- The Attendant Console 81
- The Attendant Console 5-5 82
- 5-6 The Attendant Console 83
- The Attendant Console 5-7 84
- Startup Procedures 85
- Startup Procedures 5-9 86
- 5-10 Startup Procedures 87
- Key to System Status Data 95
- Key to Split Status Data 98
- Using the Line Status Screen 99
- Monitoring Call Management 100
- Key to Line Status Data 101
- Using the Events Log Screen 102
- [ F7 ] Config Screen 103
- Dynamic Reconfiguration 104
- 5-28 Dynamic Reconfiguration 105
- Reconfiguring Splits 106
- 5-30 Dynamic Reconfiguration 107
- # 1 - DAILY 109
- 5-34 Dynamic Reconfiguration 111
- Dynamic Reconfiguration 5-35 112
- 5-36 Dynamic Reconfiguration 113
- Dynamic Reconfiguration 5-37 114
- 5-38 Dynamic Reconfiguration 115
- Reconfiguring Call Flow 116
- S On 5s 117
- 5-42 Dynamic Reconfiguration 119
- 5-44 Dynamic Reconfiguration 121
- Day Service Now in Effect 123
- Day-to-Day Operation of CMS 124
- Overview 126
- The Analog Voice Terminal 127
- The Digital Voice Terminal 129
- Programming a Voice Terminal 134
- Types of CMS Reports 148
- Agent Split Summary 149
- 7-4 Types of CMS Reports 150
- Split Report 151
- Types of CMS Reports 7-7 153
- 0 6 1:32 3:06 36 87 154
- Line Group Report 156
- Events Log Report 160
- Types of CMS Reports 7-15 161
- How to Generate Reports 162
- 7-18 How to Generate Reports 164
- 8-2 Overview 167
- Overview 8-3 168
- 8-4 Overview 169
- Startup Problems 171
- Startup Problems 9-3 172
- 9-4 Startup Problems 173
- Warning Messages 174
- 9-6 Startup Problems 175
- Startup Problems 9-7 176
- 9-8 Startup Problems 177
- Startup Problems 9-9 178
- Call Management Problems 179
- 9-12 Call Management Problems 181
- O error message appears on 182
- System Errors 183
- External Alert Problems 185
- Printer Problems 186
- 9-18 Printer Problems 187
- Agent Problems 188
- 9-20 Agent Problems 189
- 6300 WGS 195
- ↵ ↵ ] (the return key) 196
- ↵ ↵ ] 196
- [ Insert ] to 197
- CMS Terms 202
- CMS Terms G-3 203
- G-4 CMS Terms 204
- CMS Terms G-5 205
- G-6 CMS Terms 206
- CMS Terms G-7 207
- CMS Status Screens 208
- CMS Status Screens G-9 209
- G-10 CMS Status Screens 210
- Split Status Screen 211
- G-12 CMS Status Screens 212
- Line Status Screen 213
- G-14 CMS Status Screens 214
- CMS Reports 215
- G-16 CMS Reports 216
- Daily Split Report 217
- G-18 CMS Reports 218
- CMS Reports G-19 219
- Daily Line Group Report 220
- CMS Reports G-21 221
- G-22 CMS Reports 222
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