Filter
Top Products
How to Use the CMS Documents
CMS
CMS
PLANNING GUIDE
INSTALLATION
AND
GETTING STARTED GUIDE
CMS USER’S CARD
The Call Management System (CMS) is the automatic call distributor (ACD)
for the MERLIN® II Communications System with Feature Module 2. The
CMS component of the MERLIN II system answers calls and connects them to
available agents.
When there’s more than one agent available for a call, CMS
connects the call to the agent who has been idle the longest. If no agent is
available, CMS connects the call to a delay message and then places the call
on hold until an agent becomes available.
It’s important that your MERLIN II system be administered to work smoothly
with CMS and that the CMS options and parameters are set to meet your call
management needs.
The explanations and instructions in each of the
documents discussed in the following paragraphs can contribute to a fully
integrated CMS/MERLIN II system.
Take a few minutes now to review these
documents and plan how to use them to get your system up and running
quickly and efficiently.
Then, as you observe how CMS manages your incoming call traffic day to
day, you can use the documents to fine-tune the system for more efficient call
management and more useful call-management reports.
You should have received The MERLIN II Communications System Planning
Guide for the Call Management System when you ordered your CMS. This
guide, used in conjunction with the MERLIN II System Planning Guide, shows
you how to plan a fully integrated CMS/MERLIN II system oriented to the
way your business operates.
The CMS Planning Guide includes forms for recording the decisions you
make during planning.
A complete set of CMS and MERLIN II system
planning forms will help insure a trouble-free system installation and
administration.
If you don ‘t have a completed set of planning forms at this point, the CMS Planning
Guide is the place to start.
The MERLIN II Communications System Installation and Getting Started Guide for
the Call Management System comes packaged with the system manual. For the
CMS supervisor with a fully installed CMS/MERLIN II system and a set of
completed planning forms, this guide is the place to begin. It moves rapidly
through checklists of planning, hardware installation, and the operating
system that must be instaIled on the hard disk of either the AT&T Personal
Computer 6300 or AT&T Personal Computer 6300 WGS (Work Group Station)
that runs the CMS software. Then it tells you how to install the CMS
program on the hard disk and get a shift configuration up and running. It
shows you how to enter and edit data in response to prompts on the screens.
It also shows you how to monitor the system as you decide how to fine-tune
it to meet your call management needs.
Once you have a shift configuration up and running, keep the Installation
and Getting Started Guide in the CMS binder for future reference.
Copies of MERLIN II Communications System User’s Card for the Call Management
System comes packaged with the system manual. The User’s Card is a handy
reference for programming and using the MERLIN II system features you’ll
use most often with CMS. Each CMS supervisor and agent should have one
of these cards.
How to Use the CMS Documents 1-1