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I
Intraflow, 2-2
example of, 4-15 – 4-16
Intraflow threshold, 2-2, 2-4
L
Line buttons, need for, 6-5 – 6-6
Line Group Exceptions, selecting, 4-43 - 4-45
administering, 4-44
Line Group Report, 7-10 – 7-13
cumulative by day, 7-12
cumulative by hour, 7-13
daily, 7-10
Line groups, 2-2
Lines and Line Groups, administering, 4-24 – 4-27
Logged out state, 2-2, 5-12 – 5-13
M
Main splits, 2-2
Manual Signaling, buttons, 6-6
need for (begin), 6-7
Map of CMS screens, 5-2
Monitoring call management, 5-15 – 5-26
0
Options, setting, 4-28 – 4-30
P
Priority lines, 2-2, 2-4
R
Report
Agent Split Summary, 7-3 – 7-5
Events Log, 7-14 – 7-15
Line Group, 7-10 – 7-13
Split, 7-5 – 7-9
Reports, how to generate, 7-16 – 7-19
exiting from, 7-19
U
S
Screen
Events Log, 5-15
Events Log, using, 5-25 – 5-26
Line Status, 5-15
Line Status, key to, 5-24
Line Status, using, 5-22 - 5-23
Split Status, 5-15
Split Status, key to, 5-21 – 5-22
Split Status, using, 5-19 – 5-20
System Status, 5-15
System Status, key to, 5-18
System Status, using, 5-15 – 5-17
Screen formats, 3-9 – 3-10
error line, 3-10
function keys, 3-10
ID line, 3-9
information area, 3-9
prompt line, 3-10
Screens for call management, map of, 10-7
Screens for CMS administration, map of, 10-6
Service level limit, definition of, 4-28
Setting the Time and Date, 3-7 – 3-8
Shift configuration
copy procedure, 4-47
definition of, 4-5
editing, 4-7 – 4-9
renaming, 4-20
saving changed, 4-19
Shift configurations, 2-2
backing up, 4-47 – 4-48
Software, installing, 3-5 – 3-8
Software considerations, 3-2
Split, main 2-2
Split Exceptions, administering, 4-41
selecting, 4-40 – 4-43
Split Report, 7-5 – 7-9, 7-13
Split Report, cumulative by day, 7-7
Split Report, cumulative by hour, 7-8
Split Summary, daily, 7-5
Splits
administering, 4-9 – 4-12
reconfiguring, 5-29 – 5-31
secondary 2-2
Starting CMS automatically, 3-6 – 3-7
Startup Configuration, selecting, 4-20
Startup procedures, 5-8 – 5-11
Supervisory Login/Logout, 2-2, 5-14, 5-19
System tables file, copying, 8-2
T
Time, setting, 3-8
Troubleshooting
Agent problems, 9-19 – 9-21
Alert problems, 9-16
Call management problems, 9-10 – 9-13
Error messages, 9-2 – 9-5
Printer problems, 9-17 – 9-18
Startup problems, 9-2 - 9-9
System errors, 9-14
Voice announcement unit problems, 9-15
Warning messages, 9-5 – 9-9
Upgrade information, 3-1
V
Voice terminal
analog, features of, 6-2 – 6-3
digital, features of, 6-4 – 6-5
programming, 6-9 – 6-10
selecting for agents, 6-5 – 6-8
types of, 6-2
I-2 Index