User`s guide

Agent Problems
• PROBLEM: An agent is not receiving any CMS calls.
Possible Cause
The agent isn’t using the
Available, ACW, or Logged
Out buttons correctly.
The agent has not been added
to the shift configuration
currently being used for call
management.
The agent used the System 25
Following or Forwarding
feature.
One or more agents are not
removed from their DGC
group.
Connective Action
Refer the agent to “Using the
Available, ACW, and Logged Out
Buttons” in Section 6, “Handling CMS
Calls” in this manual.
Add the agent to the current shift
configuration following the
instructions in "Reconfiguring Splits"
in Section 5 of this manual.
Have the agent sign in at the CMS
agent station using the PDC for that
station.
Have all the agents remove themselves
from their DGC groups as follows:
1 Lift the handset.
2 Press [*] [4] and listen for the
confirmation tone.
3 Hang Up.
• PROBLEM: An agent is receiving the wrong CMS calls. For example, an
agent in the Public-Travel split is receiving calls for the Business Travel
split.
Possible Cause
The agent is assigned to the
wrong split.
The agent used the System 25
Following or Forwarding
feature.
One or more agents are not
removed from their DGC
group.
Corrective Action
Reassign the agent to the correct split
following the instructions in
“Reconfiguring Splits” in Section 5 of
this manual.
Have the agent sign in at the CMS
agent station using the PDC for that
station.
Have all the agents remove themselves
from their DGC groups as follows:
1 Pick up the handset and listen for
dial tone.
2 Press [*] [4] and listen for the
confirmation tone.
3 Hang Up.
Agent Problems 9-29