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Overview
The starting point for administration is the Administration Menu, shown
below. You can get to it from the CMS Menu and from several other screens.
Bon Voyage Travel ADMIN CMSIIR2
10:36a 06/13
Administration Menu
F1 Build/Edit Shift Configurations
F2 Build Agent Directory (Names and IDs)
F3 Administer Lines and Line Groups
F5 Set Options
F6 Select Exception Thresholds to be Monitored
F8 Exit From the Administration Module
SELECT ADMINISTRATION FUNCTION
F10 - Help
F Config
F Agent
F Lines/
F
Set
F Select
F
Exit
1 List
2 Directry
3 Groups 5 Options
6 Exceptions
8 Admin
As the list in the information area of the screen suggests, administration
involves a variety of tasks. A brief explanation follows:
Building crediting Shift Configurations. Assign CMS agents to agent
splits and assign agent splits to cover line groups.
Assigning Agent IDs.
Identify the CMS agents in your business.
Administering Lines and Line Groups. Identify your CMS telephone
lines and assign them to line groups.
Setting Options.
Tailor CMS for your business by defining your business
name, service threshold, abandoned call threshold, and message length.
You can also set your PC to beep whenever an unusual or undesirable
situation occurs.
Selecting Exceptions.
Select the exceptions (such as talk time and refused
calls) that are appropriate for your business.
Backing Up Shift Configurations. Make a backup copy of your shift
configurations in case you need to restore your system. (See “Backing Up
Shift Configurations”
near the end of this section).
If you are administering a newly installed CMS that as yet has no shift
configurations, go to the CMS Installation and Getting Started Guide that
came with this manual, and follow the procedures for building an initial shift
configuration to begin managing calls. If you are building additional
configurations or changing established configurations, review “ Key Facts and
Considerations” at the end of Section 2, then go on to the next heading in
this section,
“Getting Started.”
Figure 4-1, “A map for CMS administration
interrelationships among the administration
screens,” shows the
screens you’ll be using.
Overview 4-1