User`s guide

To use the Configuration List, press the function key for the activity you want
to perform:
[F1] Select Config (Select Configuration)
Press this function key to select a different shift configuration for call
management.
Prompt:
SELECT CONFIGURATION: Config # (1-6): ___
Action: 1 Enter a configuration number (1 though 6).
2 Press [F8] (labeled “Enter Data”).
3 When the confirmation prompt appears, type y to confirm
your request or
n to cancel it.
4 Press [F8] (labeled “Enter Data”).
When CMS is changing from one shift configuration to another in response to
your request, calls are handled as follows:
• All ACD (CMS) calls connected to agents (that is, in-progress calls) are
considered “completed” for the purpose of report statistics at the time of
the request to select a new configuration.
• Calls already in the queue for agent splits are placed in a temporary
queue. The time of arrival for each call is saved.
• All new incoming calls are connected to the delay message and then
placed in a temporary queue.
When the new configuration is activated:
• Calls currently connected to agents are credited as “other” calls, in the split
in the new configuration.
• Calls in the temporary queue are assigned to the appropriate queues
according to their order of arrival.
• New calls (that is, those received after the new shift configuration is
active) are handled normally.
NOTE: All agents in the new configuration are automatically placed in the
Logged Out state and must make themselves available for CMS calls by
pressing their Available button.
[F2] Save Config (Save Configuration)
Press this function key to save any changes you made to the active
configuration. If you don’t save the changes, they will be lost when you stop
managing calls with that configuration. You can save the edited configuration
in the active configuration, in a previously unused configuration, or you can
store it in place of another configuration.
Dynamic Reconfiguration 5-45