User`s guide
Selecting Line Group Exceptions
Line group exceptions alert you to unusual or undesirable situations affecting
lines or line groups. For instance, the All Lines Busy exception notifies you
when all lines in a line group or all lines in a sub-group of that line group
have been busy more than a specified number of seconds.
Pressing
[F3]
(labeled “Group Exceptns”) from the Select Exceptions screen
selects the Group Exceptions screen, shown below. The box indicates the line
group exceptions.
GROUP EXCEPTIONS
ADMIN CMS1.0 3:42P 04/18
EXCEPTION SETTINGS
❘
.........Split/Line Group........
❘
Exception
On/Off 1/A 2/B 3/C 4/D 5 6
AGENTS
Talk Time >= xxx sec
After Call Work >= xxx min
Agent Logout ACW >= xxx min
Refused Call
Off
On
Off
On
-
5m
-
-
4m
-
-
4m
-
- - -
- - -
- - -
SPLITS
# Abandon Calls >= xx
# Calls Waiting >= xx
Oldest Call Wait >= xxx sec
Avg Speed Answer > = xxx sec
On
On
On
Off
4
2
45s
-
3
2
45s
-
3
2
30s
-
- - -
- - -
- - -
- - -
LINE GROUPS
All Lines Busy >= xxx sec
Line Hold Time > = xx min
Line Hold Time <= xx sec
Off
On
Off
-
8m
-
-
7m
-
-
8m
-
-
-
-
F Lines FHoldTime FHoldTime
1 Busy 2Maximum 3Minimum
F10 - Help
F Select
8Exceptns
ADMINISTERING LINE
To administer a line group exception:
GROUP EXCEPTIONS
1
Press the function key for that exception and refer to the description and
instructions that follow this list. The exception message that appears
when each exception threshold is exceeded is also listed.
2
Press a function key to administer another line group exception, or press
[F8]
(labeled “Select Exceptns”) to return to the Select Exceptions screen
when you are finished.
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Selecting Exceptions