User`s guide

[F1] Abandon Calls (Number of Abandoned Calls)
When a caller hangs up before speaking to an agent, or an agent is connected
to a caller for less than the Abandoned vs. Incoming Call Threshold, the call
is considered an abandoned call. If you turn on this exception, CMS notifies
you whenever the number of abandoned calls in an hour reaches or exceeds
the threshold you set for the split.
Prompt:
# ABANDON CALLS: ON/OFF?
_ Split 1:___ 2:___ 3:___ 4:___ 5:___ 6:___
Action: 1 Type on or off, or leave the field blank if you want to
keep the current value.
2 If you want to enter threshold values, enter the number of
seconds (1 through 99) for each split. To keep the current
value, leave the field blank. To turn off this exception for
a particular split, type a hyphen (-).
3 Press [F8] (labeled “Enter Data”) after the last field.
Message:
• • • Split X - # Abandoned Calls > = XX
[F2] Calls Waiting (Number of Calls Waiting)
The Calls Waiting exception refers to the number of calls not yet connected to
agents. If you turn on this exception, CMS notifies you when the number of
calls waiting in a split’s queue meets or exceeds the threshold you set for that
split. The maximum number of calls that can be waiting for a split is equal to
the number of CMS lines and transfer-queue lines assigned to that split.
Prompt:
# CALLS WAITING: ON/OFF?
_ Split 1:___ 2:___ 3:___ 4:___ 5:___ 6:___
Action: 1 Type on or off, or leave the field blank if you want to
keep the current value.
2 If you want to enter threshold values, enter a number less
than or equal to the number of CMS and transfer-queue
lines assigned to each split. To keep the current value,
leave the field blank. To turn off this exception for a
particular split, type a hyphen (-).
3 Press [F8] (labeled "Enter Data") after the last field.
Message:
• • • Split X - # Calls Waiting > = XX
4-58 Selecting Exceptions