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A
Abandoned call threshold, definition of, 4-28
ACW, administering, 4-13 – 4-14
Administration, starting, 4-3 – 4-4
Administrator/supervisor responsibilities, 5-3
After-call-work state, 2-2, 2-3, 5-12, 5-13
Agent Directory screen, using, 4-21 – 4-23
Agent Exceptions, selecting, 4-38 – 4-40
administer, 4-38
Agent IDs, assigning, 4-21 – 4-23
Agent Login/Logout, 2-3
Agent split summary, 7-3 – 7-5
cumulative, 7-5
daily, 7-3
Agent splits, 2-2
Agent work states, 5-12
Agents, 2-2
Agents available for CMS calls, 5-12 – 5-14
Alert Exceptions, assigning, 4-33 – 4-37
All-Ring operation, 6-8
administration of, 4-16 – 4-18
Answer delay, 2-2, 2-4
administering, 4-12 – 4-13
changing, 5-31 – 5-34
changing, example of, 5-32
Archiving data
generating historical reports, 8-3 – 8-4
restoring data collection conditions, 8-4
transferring data onto diskettes, 8-1 – 8-2
Assigning alerts, conditions, 4-35
Attendant Console
Auto Intercom buttons, 5-4
line buttons, 5-4
types of, 5-4
use of, 5-4 – 5-7
using group page, 5-5 – 5-6
Audible alarm, definition of, 4-29
Auto ACW, 2-2
Auto Intercom buttons, need for, 6-6 – 6-7
Automatic after-call-work, administering, 4-13 – 4-14
Automatic after-call-work state, 5-12, 5-14
Automatic call distributor, 2-2
Available state, 2-2, 5-12, 5-13
B
Basic programming instructions, 6-9
Build or edit a shift configuration, procedure, 4-7
C
Call flow, administering, 4-14 – 4-18
Call management, 2-2, 2-3
CMS
disabled, managing calls when, 9-22 – 9-24
starting automatically, 3-6 – 3-7
startup procedures, 5-8 – 5-11
using your PC with, 3-9 – 3-13
CMS diskette, duplicating, 3-3 –3-4
CMS Installation and Getting Started Guide,
description of, 1-1
CMS Planning Guide, description of, 1-1
CMS Release 2, enhancements, 3-1
CMS reports, glossary of, G-15 – G-22
types of, 7-2, 7-19
CMS software, installing, 3-5 – 3-8
CMS status screens, glossary of, G-8 – G-14
CMS System Manual, description of, 1-2 – 1-3
CMS terms, glossary of, G-2 – G-7
CMS User’s Card, description of, 1-1
CMSMGMT, deleting, 3-2
CMSREM, deleting, 3-2
Configuration, clearing, 4-18
Configuration List screen, use of, 4-6
Cover, buttons, need for, 6-7 – 6-8
Cumulative agent split summary, 7-5
Cumulative line group report by day, 7-12
Cumulative line group report by hour, 7-13
Cumulative reports, generating, 7-17
Cumulative split report by day, 7-7
Cumulative split report by hour, 7-8
Cursor, moving, 3-12
D
Daily agent split summary, 7-3
Daily line group report, 7-10
Daily split summary, 7-5
Data
editing, 3-13
entering, 3-12 – 3-13
entering and editing, 3-10 – 3-13
Data files, copying historical, 8-2
Date, setting, 3-7
Delay Message Length, definition of, 4-29
Diskette sizes, 3-2
Display Console, MERLIN II System, 5-7
Documentation conventions, 1-3
Duplicating the CMS diskette, 3-3 – 3-4
Dynamic reconfiguration, 5-27
E
Erasing files from the hard disk, 8-2
Events Log Report, 7-14 – 7-15
Exceptions
agent, selecting, 4-38 – 4-40
alert, selecting, 4-33 – 4-37
definition of, 4-31
Line Group, selecting, 4-43 – 4-46
selecting, 4-31, 4-32 – 4-33
Split, selecting, 4-40 – 4-43
External alert checklist, 4-45
External alerts, 2-9, 4-31
assigning exceptions and alerts, 4-37
assigning to line buttons, 4-35
changing or removing line buttons, 4-36
F
Files, deleting, 3-2
Force delay, 2-2, 2-4
Force delay, administering, 4-13
Force Delay, changing, 5-34 – 5-35
G
Ghost voice terminals, 6-6
H
Hardware considerations, 3-2
Help Screens, using, 3-13
Index l-1