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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