AT&T Call Management System Bedienerhandbuch Seite 7
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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
7
Testing 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
8
Customizing 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
- Call Management System 1
- Contents 3
- About This Guide 10
- Documentation Conventions 11
- Related Documents 12
- Basic Terms and Key Concepts 13
- Programming the MERLIN 17
- LEGEND System for CMS 17
- Before You Begin 18
- [ [ ↵ ↵ ]] 19
- Setting Basic System 20
- Operating Conditions 20
- System Renumbering 21
- IMPORTANT 22
- Transfer Return Time 24
- Transfer Audible 25
- Extension Status 25
- Setting Up Lines 26
- Trunks, and Pools for CMS 26
- Remove CMS Lines, External 27
- Program T1 Lines 29
- Program Loop-Start Lines 30
- Program Ground-Start 30
- The system will restart 31
- Copy Line 33
- Assignments to CMS PC Ports 33
- Set CMS Supervisor to No Ring 34
- Assign Feature Button 35
- Setting Up Agent Telephones 36
- ❑ ❑ ❑ ❑ ❑ ❑ 38
- Setting Up the Fallback Plan 40
- MLX-20L PC 42
- Assign Coverage Group 43
- ❑ ❑ ❑ 44
- Set Group Coverage Delay 45
- Setting Up Optional 46
- Equipment and Features 46
- ❑ ❑ ❑ ❑ 47
- Top Sys Prog 48
- ❑ ❑ ❑ 49
- CMS Supervisor Features 50
- Transfer-to-Split 54
- Transfer-to-Queue 56
- All-Ring Operation 57
- Installing the Hardware 58
- MERLIN LEGEND Hardware 59
- CMS Hardware-Required 59
- Description 60
- CMS Hardware-Optional 61
- Installation Procedures 63
- Installing the External Alert 66
- Board DIP Switch Setting 68
- DIP Switch 68
- Settings for CMS 68
- Changing the VDC 600 68
- Connecting CU1 and CU2 to 69
- To operator port 18 70
- To Operator port 22 70
- Connecting the Voice 71
- Announcement Unit 71
- Required Setting 72
- To video port 73
- To AC outlet 73
- To monitor 1 73
- To monitor 2 73
- Installing Loop-Backs 73
- Figure 2-6. Loop-Back 74
- Installing the Software 75
- Installing MS-DOS 76
- Installing the CMS Software 77
- A> prompt appears 79
- CMS Programming Basics 80
- Figure 4-1. CMS Main Menu 81
- Moving Between CMS Screens 82
- Entering and Editing Data 84
- ANSWER DELAY: 85
- Group Letter: _ 85
- How Many Seconds: _____ 85
- Guidelines for Entering Data 86
- Alternate Editing Keys 87
- Simple Editing Procedures 87
- Leaving CMS 88
- Identifying Agents and Lines 89
- Creating an Agent Directory 91
- Programming CMS Lines 94
- Adding Lines 95
- Identifying Priority Lines 96
- Building a 98
- Selecting a Configuration 100
- Assigning Splits 101
- 6-6 Assigning Splits 103
- Programming Call Flow 106
- Figure 6-5. Call Flow Screen 107
- Setting All-Ring Operation 109
- Setting the Intraflow 109
- Threshold (Optional) 109
- Naming and Saving 110
- Saving a Split Configuration 111
- Choosing a 112
- Start-Up Configuration 112
- Shift Configuration 113
- 6-16 113
- Testing CMS 114
- Startup Test 115
- Line Status Test 116
- Cnct to Idle 117
- Agent Status Test 118
- Voice Announcement Unit Test 119
- Intraflow Test 120
- Customizing CMS 122
- Getting Started 123
- Setting CMS System Options 124
- Alarm On/Off 125
- Delay Message Length 125
- Business Name 126
- Troubleshooting 127
- Error Messages 128
- Possible Cause 129
- Corrective Action 129
- Warning Messages 133
- System Errors 140
- Other Messages 142
- Other Problems 144
- Agent Problems 147
- External Alert Problems 151
- Fallback Plan 153
- ❑ ❑ ❑ ❑ 153
- Guide to CMS Screens 154
- Figure A-1. CMS Programming 155
- Upgrade Information 157
- MS-DOS 3.3 158
- MERLIN LEGEND 159
- CMS Factory Settings 159
- Glossary 161
- FCC Notification 175
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