Instruction manual

Troubleshooting

PROBLEM:

An agent is receiving the CMS calls for a different split.

Possible Cause

Corrective Action

The agent is assigned to Reassign the agent to the correct split follow-

the wrong split.

ing the instructions for “Dynamic

Reconfiguration” in Chapter 6 of the CMS

Supervisor’s Guide.

Fallback plan is on when it Make sure Inhibit Call Coverage is on.

should be off.

Telephone is programmed Set all CMS lines to “no-ring.”

to “ring.”

PROBLEM:

Agents continue receiving CMS calls after touching the ACW

button to indicate they are unavailable for CMS calls.

Possible Cause

Corrective Action

The agents are touching

Remind the agents to touch the ACW button

the ACW button after they

before they hang up.

hang up.

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