AT&T 999-501-149 Manuel D’Utilisation
Bon Voyage Travel
ADMIN CMSIIR2
1 0 : 4 9 a 0 6 / 1 3
AGENT SPLITS
LINE GROUP OPTIONS
A g e n t
A g e n t
N u m A n s w e r F o r c e A u t o
S p i l t
Pos ID
S p l i t
Pos ID
G r o u p L i n e s D e l a y D e l a y A C W
1 PERS
1 6 T O M
3 CORP
3 7 I K E
A PUBLIC 4 5s
On 5s
17 CLIFF
3 9 T I N A
B SPECL 3 5s
Off 10s
19 ERNIE
40 DIANA
C CHART 6 5s
Off 5s
2 1 D E B
4 SUPPT
4 2 R O N
D CORP 2
5s On 5s
2 3 B O B
4 3 N A N C Y
24 SHERM
5 -
25 WALT
6 -
CALL FLOW
2 CHART
2 7 B E N
F l o w A l l
2 8 S A M
29 NORM
29 NORM
S p l i t s I n t r a S p l T h r e s h R i n g
Grp Main Sec Flow 1
1 0 s O f f
3 1 D I
A 1 3 On
2
5 s O f f
32 CARLA
B 1 3 O n 3
3 0 s O f f
3 3 B J
C 2 4 On 4
3 5 M A X
3 0 s O f f
D
3
-
Off 5
3 0 s O f f
6
3 0 s O f f
Configuration #1 - DAILY
F10 – Help
F
Assign
F
Flow
F
Set
F
All-Ring
F
Config
1
Splits
2
On/Off
3
Thresh
5
On/Off
7
Screen
HOW INTRAFLOW WORKS
This example assumes there are main and secondary splits assigned to the
Iine group and no agent is available in the main split. If an agent becomes
available at any step, CMS immediately transfers the canto that agent.
available at any step, CMS immediately transfers the canto that agent.
If a call comes in and no agent is available in the main split, the call is treated
as
as
1
2
3
4
—
follows:
The call continues to ring for the answer delay interval you have
established.
established.
CMS answers the call and connects it to the voice announcement unit for
a delay message.
a delay message.
The call is put on hold (or connected to Music-on-Hold) and is added to
the waiting calls in the main split.
the waiting calls in the main split.
The call is intraflowed (sent) to an agent in the secondary split if all of the
following conditions are met:
following conditions are met:
The call is the oldest call eligible for intraflow into the secondary split.
The amount of time the call has waited (that is, from the time the call
started ringing until now) has exceeded the intraflow threshold for the
main split.
started ringing until now) has exceeded the intraflow threshold for the
main split.
There is no available agent in the main split.
There is an available agent in the secondary split.
The oldest waiting call in the secondary split has not waited longer
than the intraflow threshold for the secondary split.
than the intraflow threshold for the secondary split.
Building or Editing Shift Configurations 4-15