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Overview
You must complete several initial administration activities before you can
manage calls with CMS. These activities, described in Section 4,
“Administering CMS,” involve identifying your CMS lines and agents and
building at least one shift configuration.
If you have not completed these
activities, refer to Section 4 and return to this section after you build your
shift configuration(s).
“Supervising CMS” describes the task of setting up your attendant console
and the following activities involved in the day-to-day operation of CMS:
The Administrator/Supervisor’s Responsibilities. Lists the primary CMS
activities of the administrator or shift supervisor.
The Attendant Console. Describes the three available consoles and what
lines and features you should assign to the voice terminal buttons.
Startup Procedures.
Describes turning on your PC and starting data
collection and call management.
Making Agents Available for CMS Calls. Describes how agents make
themselves available for CMS calls and how they can enter after-call-work
state or logged out state.
Monitoring Call Management. Explains the status screens that give you
current information on agent and split activity, call traffic, and system
problems.
Dynamic Reconfiguration.
Describes changing a shift configuration while
CMS is managing calls.
Typical activities during dynamic reconfiguration
are reassigning agents or turning on intraflow. This part also describes
saving your dynamic reconfiguration changes, if you want, and selecting a
different configuration for call management.
Selecting Day or Night Service. Describes changing CMS from Day
Service mode (where a shift configuration is in use and CMS routes calls
to agents) to Night Service mode (where CMS answers calls, connects
them to a delay message, and disconnects the calls).
Day-to-Day Operation of CMS: An Example. Describes how the
administrator at Bon Voyage Travel, a hypothetical business, interacts with
CMS on a typical day. You may want to read this brief part first to
become more familiar with the types of activities involved in using CMS.
Figure 5-1 shows the screens you use to monitor call management and
perform dynamic reconfiguration.
Overview 5-1