AT&T 999-501-149 Manuel D’Utilisation

[ F4 ] 

If you turn on this exception, CMS notifies you whenever

an agent refuses a call.

Prompt:

Action:

Type  on or off.

Press 

[ F8 ] 

(labeled “Enter Data”).

Exception:

❈ ❈ ❈

[ F8 ] 

Admin Exceptions. Press 

[ F8 ] 

(labeled “Admin Exceptns” ) to return to

the Administer Exceptions screen.

Split exceptions alert you to unusual or undesirable situations affecting a

whole split. For example, you can be notified when the number of calls
waiting in a split meets or exceeds a threshold you set. Split exceptions can
alert you to a need for more agents or faster call handling.

Pressing 

[ F2 ] 

(labeled “Split Exceptns”) from the Exception Settings screen

selects the Split Exceptions screen shown below. The box indicates the split
exceptions.

Bon Voyage Travel

ADMIN CMSIIR2

11:15a 06/13

EXCEPTION SETTINGS

Split / Line    Group

E x c e p t i o n

O n / O f f   1 / A

2/B 3/C

4/D

5

 

6

AGENTS

Talk Time >= xxx sec

Off - - -

-

 

-

 

-

After Call Work >= xxx min

Off - - -

-

 

-

 

-

Agent Logout ACW >= xxx min

Off - - - - - -

Refused Call

Off

SPLITS

# Abandon Calls >= xx

Off - - - - - -

#   C a l l s   W a i t i n g   > =   x x

Off

3/1 -/-

-/-

-/-

-/-

-/-

O l d e s t   C a l l   W a i t   > =   x x x   s e c

Off

10s/2 -/- -/- -/- -/-

-/-

Avg Speed Answer >= xxx sec

Off

10s/3

-/-

-/-

-/-

-/-

-/-

All Lines Busy >= xxx sec

Off

5s/4

-/-

-/-

-/-

Line Hold Time >= 

XX 

m i n

Off - - - -

Line Hold Time <= xx sec

Off - - - -

ALERTS

Alert Line Button Numbers

1: 29 2: 30 3: 31 4: 32

F 

Abandon

F 

C a l l s

F 

Oldest

F     

Avg

F 1 0   -   H e l p

F 

A d m i n

8 

Exceptns

1 

C a l l s

2 

Waiting

3   

Call

4 

Speed

4-40  Selecting Exceptions