User`s guide

Building or Editing Shift Configurations
A shift configuration is an arrangement of line groups and agent splits for
managing calls. Before CMS can begin managing calls, you must build at
least one shift configuration. You can build as many as six configurations to
handle different calling patterns in your business. For instance, a business
may require Day, Evening, and Weekend configurations.
CMS Night Service mode (which is different from System 25 Night Service)
can be used when no agents are on duty. During Night Service, CMS
connects all incoming calls to a voice announcement unit message and
automatically disconnects the calls when the message is over. For more
information, see “Selecting Day or Night Service” in Section 5.
In a shift configuration, splits are assigned to line groups as main splits and
secondary splits. A main split has primary responsibility for answering calls
for a line group (or line groups). A secondary split answers calls to a line
group only if all agents in the main split are busy or unavailable, intraflow is
turned on, and the Intraflow Threshold has been reached. (For more
information on intraflow, see “Administering Call Flow,“ later in this section.)
In the Day configuration for Bon Voyage Travel, main splits and secondary
splits are assigned like this:
Line Group Main Split Secondary Split
Public line Public Travel Support split
group
split
Business line Business Travel
Charter Travel
group
split split
Charter line Charter Travel Business Travel
group
split split
Building or Editing Shift Configurations 4-29