AT&T Call Management System Guida all'installazione

Call Management System

for MERLIN LEGEND™ Communications System

Installation and System

Programming Guide

Printed in U.S.A.

October 1991

Notice

Every effort was made to ensure that the information in this book was complete and

accurate at the time of printing. However, information is subject to change.

Federal Communications Commission (FCC) Interference Notice

This equipment has been tested and found to comply with the limits of a Class A digital

device, pursuant to Part 15 of FCC rules. These limits are designed to provide reasonable

protection against harmful interference when the equipment is operated in a commercial

environment. This equipment generates, uses, and can radiate radio frequency energy

and, if not installed and used in accordance with the instruction manual, may cause

harmful interference, in which case the user will have to correct the interference at his or

her own expense. For additional FCC interference, registration, and repair information, see

the information located at the back of this book.

Trademarks

MERLIN LEGEND and MLX-20L are trademarks of AT&T.

Magic On Hold, MERLIN, AUDIX and SPIRIT are registered trademarks of AT&T.

MS-DOS is a registered trademark of Microsoft Corporation.

Warranty

AT&T provides a limited warranty to this product. Refer to the “Limited Use Software

License Agreement” card provided with this package.

Ordering Information

The order number for this book is 585-214-010. To order additional books, call

1 800 432-6600 in the U.S. and 1 800 255-1242 in Canada. For more information on

how to order this and other system reference materials, see “About This Guide.”

Support Telephone Numbers

AT&T provides a toll-free customer helpline 24 hours a day. In the U.S. call the AT&T

Helpline at 1 800 628-2888 if you need assistance when installing, programming, or using

your system. In Canada, call one of the following Technical Assistance Centers for service

or technical assistance:

Eastern Canada and Ottawa:

1 800 363-1882

Ontario: 1 800 387-4268

Central and Western Canada:

1 800 663-9817

Contents

About This Guide

■ Documentation Conventions

■ Related Documents

xiii

How to Order Documentation

xiii

■ Basic Terms and Key Concepts

xiv

Programming the MERLIN LEGEND System

for CMS

1-1

■ Before You Begin

A Word About Programming

System Programming

Telephone Programming

Backups

■

Setting Basic System Operating Conditions

System Mode

System Renumbering

Block Renumbering

Single Renumbering

Transfer Return Time

Transfer Audible

Extension Status

■

Setting Up Lines, Trunks, and Pools for CMS

Remove CMS Trunks, External Alerts, and Loop-Backs

from PooIs (PBX Only)

Remove CMS Lines, External Alerts, and Loop-Backs

from Telephones

Program T1 Lines

1-2

1-3

1-4

1-5

1-6

1-7

1-8

1-9

1-10

1-11

1-13

iii

Contents

Program Loop-Start Lines

Program Ground-Start and ISDN PRI Lines

■ Setting Up the Operator Positions

Identify CMS Operator Positions

Assign CMS Lines, External Alerts, and Loop-Backs to

CMS Supervisor

Copy Line Assignments to CMS PC Ports

Set CMS Supervisor to No Ring

Assign Feature Button

■ Setting Up Agent Telephones

Remove Non-CMS Lines from Agent Telephones

(Key Only—Optional)

Set Line Ringing Options

Assign Available and ACW Buttons

■ Setting Up the Fallback Plan

Assign the Group Coverage Sender

Assign CMS Agents to a Calling Group

Set the Calling Group to Auto Logout

Assign Coverage Group

Assign Coverage Off Button

Set Group Coverage Delay

■

Setting Up Optional Equipment and Features

Headsets

Analog Headsets

MLX Headsets

Agent Assist Button

Paging Groups

CMS Supervisor Features

Barge-In

Group Page

Agent Status Control

1-14

1-15

1-16

1-17

1-18

1-19

1-20

1-22

1-23

1-24

1-25

1-27

1-28

1-29

1-30

1-31

1-33

1-34

1-35

1-36

Contents

Transfer-to-Split

Adding a Ghost Module

Assigning Primary Coverage Buttons

Transfer-to-Queue

All-Ring Operation

1-38

1-39

1-40

1-41

2Installing the Hardware

■ Hardware Requirements

MERLIN LEGEND Hardware

CMS Hardware—Required

CMS Hardware—Optional

■ Installation Procedures

Installing the External Alert

Changing the VDC 600 Board DIP Switch Setting

Connecting CU1 and CU2 to the MERLIN LEGEND

System

Connecting the Voice Announcement Unit

570 and 571 Printer Option Changes

Installing a View-Only Monitor

installing Loop-Backs

2-1

2-2

2-4

2-6

2-9

2-11

2-12

2-14

2-15

2-16

Installing the CMS Software

3-1

■ Installing MS-DOS

3-2

■

Installing the CMS Software

3-3

Contents

4CMS Programming Basics

■ Starting CMS

When You Need Help

■

Moving Between CMS Screens

■ Entering and Editing Data

Editing Prompt and Function Keys

Guidelines for Entering Data

Alternate Editing Keys

Simple Editing Procedures

■ Leaving CMS

4-1

4-3

4-5

4-6

4-7

4-8

4-9

Identifying Agents and Lines

5-1

■ Getting Started

5-2

■ Creating an Agent Directory

5-3

■ Programming CMS Lines

5-6

Adding Lines

5-7

Identifying Priority Lines 5-8

Assigning Line Group IDs (Optional)

5-8

6Building a Shift Configuration

6-1

■ Getting Started

6-2

■ Selecting a Configuration

6-3

■ Assigning Splits

6-4

■ Programming Line Group Options

6-7

Contents

■ Programming Call Flow

Assigning Main and Secondary Splits

Turning Intraflow On/Off (Optional)

Setting the Intraflow Threshold (Optional)

Setting All-Ring Operation

■

Naming and Saving the Shift Configuration

Naming a Split Configuration

Saving a Split Configuration

■

Choosing a Start-Up Configuration

6-9

6-10

6-11

6-12

6-13

6-14

6-15

7Testing CMS

7-1

■ Startup Test

7-2

■ Line Status Test

7-3

■ Agent Status Test

7-5

■

Voice Announcement Unit Test

7-6

■ Intraflow Test

7-7

8Customizing CMS

8-1

■ Getting Started

8-2

■ Setting CMS Options

8-3

Service Level Limit 8-3

Abandoned Call Threshold

8-3

Alarm On/Off

8-4

Delay Message Length

8-4

Business Name 8-5

vii

Contents

9Troubleshooting

9-1

■ Error Messages

9-2

■ Warning Messages

9-7

■ System Errors

9-14

What They Mean

What to Do

■ Other Messages

■ Other Problems

If CMS is Managing Calls Correctly

If CMS has Stopped Managing Calls

Call Management Problems

Agent Problems

External Alert Problems

■ Fallback Plan

9-14

9-15

9-16

9-18

9-21

9-25

9-27

AGuide to CMS Screens

A-1

Upgrade Information

B-1

CMERLIN LEGEND CMS Factory Settings

C-1

viii

Contents

GL Glossary

GL-1

IN Index

IN-1

About This Guide

This guide explains how to install, program, and test the Call Management

System (CMS) on the MERLIN LEGEND™ Communications System. When

you complete the activities in this guide, CMS is ready to manage calls with a

primary shift configuration. Additional programming, customization, and

fine-tuning are described in the CMS Supervisor’s Guide.

When using this guide, refer to the completed MERLIN LEGEND and CMS

planning forms. These forms contain information for setting up the system

according to the customer’s requirements. The forms should be located in

the back cover pocket of the CMS Supervisor’s Guide. If they are not,

contact the Account Manager or CMS supervisor. For the MERLIN LEGEND

forms, contact the MERLIN LEGEND system manager.

In addition to the planning forms, the instructions in this guide assume that

you have the following:

■

A properly installed MERLIN LEGEND Communications System.

■

An AT&T PC dedicated exclusively to CMS; the CMS PC cannot be

used for MERLIN LEGEND system programming or any other

applications.

■

The documents that came with the PC.

NOTE:

If this installation is an upgrade, refer to Appendix B, “Upgrade Information,”

first.

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