User`s guide

In a shift configuration, some agent splits are main splits and others are
secondary splits. A main split has primary responsibility for answering calls
for a line group. A secondary split acts as a backup to the main split for a
line group. Agents in the secondary split answer calls that come in for the
line group when all agents in the main split are busy or unavailable. Routing
calls to the secondary split is called
intraflow. The number of seconds a call
waits for an agent in the main split before it is eligible to be sent to the
secondary split is called the Intraflow Threshold.
The Answer Delay is the number of seconds CMS lets a call ring before
answering it and connecting it to the voice announcement unit if no agent is
available to service the call. When you turn on the
Force Delay option, no
calls arriving for a group are transferred to an agent until callers have heard
the entire delay message, even if an agent is available. If Force Delay is off,
calls are transferred to an agent as soon as one becomes available.
When call management begins for a shift, the agents in the shift are in the
Logged Out state. CMS neither sends calls to nor keeps statistics on agents
who are logged out. The agents must signal CMS when they are ready to
receive calls, that is, they must put themselves in the
Available state. Agents
enter the Available state by turning on the light next to the Available button
on their voice terminals. CMS will send calls to agents who have indicated to
CMS that they are available. When agents need time to complete work on
their most recent CMS call (such as processing an order or updating a record),
they can leave the Available state and enter the After-Call-Work (ACW) state
by pressing the ACW button to turn on the light next to it. (The light next to
the Available button is automatically extinguished.) CMS does not send calls
to agents who are in the ACW state. When agents are neither handling calls
nor doing after-call-work, they log themselves out by pressing their Logged
Out button, which turns on the light next to it.
CMS automatically changes the agent’s state under the following conditions:
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When an agent is moved or added to an active shift configuration, the
agent is put in the Logged Out state.
If an agent does not answer a CMS call within the number of rings
specified as the Transfer Return Threshold, the agent is put in the ACW
state.
If you have the Agent Logout ACW exception turned on, an agent who
has been in the ACW state longer than the specified time is placed in the
Logged Out state.
When you put CMS in Night Service mode, agents’ voice terminals are
placed in the Logged Out state.
From the CMS PC, you can move an agent from the Logged Out state to the
Available state, or you can log out an agent who is in the Available or ACW
state.
Key Terms and Concepts 2-3