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Monitoring Call Management
Once you begin call management (as described earlier in “Startup
Procedures“), you can monitor activity in the line groups and splits through
the status screens. These screens, described in this chapter, are as follows:
● System Status screen.
This screen is considered the “home” screen during
call management. It summarizes the activity in each line group and split.
● Split Status screens. You can view a Split Status screen for each split.
This screen describes the activity of each agent in a particular split and
summarizes the activity for the entire split.
● Line Status screen. This screen summarizes the activity for each line and
line group.
● Events Log screen. This screen lists the 19 most recent exception
messages and system problems and the time they occurred.
By monitoring the status screens, you can discover problems as they occur
and correct them through dynamic reconfiguration. (See “Dynamic
Reconfiguration.”)
To print a copy of any screen, press
[ ^ ] - [ Prt Sc ] while the screen is
displayed.
NOTE: If you see the message Don’tPrtSc on the ID line or Printer Not
Ready. Using Prt Sc Key will Halt CMS
on the error line, do
not
attempt to
print a screen. If you attempt to print a screen while either of these
messages is displayed, CMS will stop running,
If the printer is not ready, you can perform the following checks:
Make sure the printer is plugged in and turned on. The Ready light
should be on.
Make sure there is paper in the printer and that it is aligned properly and
not jammed.
Press the Form Feed button on the printer to make sure the paper feeds
properly.
Turn to “Printer Problems” in Section 9, “Troubleshooting,” for more
information about troubleshooting your printer.
Using the System Status Screen
The System Status screen, shown below, summarizes the activity in each line
group and agent split. It is considered the “home” screen during call
management. For an explanation of the data on this screen, see “Key to
System Status Data.”
Monitoring Call Management
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