User`s guide

Building or Editing a Shift Configuration
This section describes how to build a new shift configuration or change
(edit) an existing one. Your CMS cannot manage calls while you are using
these procedures. (To edit an active shift configuration without stopping
call management, follow the instructions in “Dynamic Reconfiguration” in
Section 5.)
Building or editing a shift configuration involves these activities:
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Selecting the shift configuration you want to build or edit
Assigning agents to splits (up to 28 agents to a split, and a maximum of 28
agents to a shift configuration)
Administering call flow (assigning main and secondary splits to line
groups, administering intraflow)
Progra
mming answer delay (the number of seconds a CMS call rings
before being connected to a voice announcement unit if no agents are
available to answer the call)
Progra
mming force delay (an optional feature that causes all callers to hear
the entire delay message, even if an agent is available)
.
If you haven’t already done so, plan your shift configuration on a photocopy
of a Shift Configuration Planning Form. Make a photocopy of the Shift
Configuration Planning Form found behind the “Original Forms” tab in the
CMS binder. Refer to the completed form as you administer CMS.
HINT: If you are building a shift configuration similar to an existing one, edit
the existing configuration and save the changes in an unused configuration.
For instance, if you want to create a shift configuration similar to the shift 1
configuration you have already created, edit the shift 1 configuration and save
it in a previously unused configuration number.
BUILDING OR EDITING A To build or edit a shift configuration:
SHIFT CONFIGURATION
1 Press [F1] (labeled “Select Config” ) on the Configuration List screen.
2 Respond to the prompt
SELECT CONFIGURATION: Config # (1-6):___
by entering the number of the shift configuration you want to create or
change.
3 Press [F8] (labeled “Enter Data”).
The Configuration screen appears with the shift configuration you
selected. The following example shows how the Configuration screen
looks when a configuration that has already been built is selected.
Building or Editing Shift Configurations 4-31