User`s guide

– Administering Call Flow
Assign splits to cover line groups, turn intraflow on or off, or set
Intraflow Thresholds for splits.
– Clearing a Configuration
Delete the contents of a configuration.
– Returning to Other Screens
Return to the Configuration List screen by pressing [F7] (labeled
“Config List” ), where you can save the configuration you have just
built or edited. Return to the Administration Menu by pressing [F8]
(labeled "Admin Menu") to select another administration activity.
CONFIGURING SPLITS
The list of agents you created on the Agent Directory screen is your master list
of agents. Any agent in the Agent Directory can be assigned to a split. The
Administer Stations screen contains the master list of PDCs for agent stations.
You can assign only PDCs that appear in the Agent Stations section of the
Administer Stations screen.
Pressing
[F1] (labeled “Splits”) from the Configuration screen selects the
Configure Splits screen shown below.
CONFIGURE SPLITS
ADMIN CMS1.O 3:27p 04/18
AGENT SPLITS
ANSWER/FORCE DELAY
❘ ..Agent.. ❘
❘ --Agent-- ❘
Num Answer Force
Split
Delay
PDC ID
Split
PDC ID
Group
Lines Delay
1 PUBLIC
401
402
403
404
405
406
407
408
409
410
411
412
415
516
LINDA
JOEL
IEN
JENNY
SCOTT
BILL
SARAH
JOHN
JIM
BERNE
DON
ALLAN
ANDY
LOU
4 SUPPT
417 CRAIG
418 BARB
424 CJ
A PUBLIC
B BUSNS
C CHART
D -
9
6
5
0
10S
0S
5S
5S
Off
On
Off
Off
5 -
6 -
2 BUSNS
CALL FLOW
Flow
Spl Thresh
3 CHART
❘ -Splits- ❘ Intra
Gp Main Sec Flow
4 SUPPT
A
B
C
D
1
2
3
-
4
3
2
On
Off
Off
Off
1
2
3
4
5
6
50s
30s
30s
30s
30s
30s
Configuration #1 - DAY
F1O - Help
F Add
F Remove F Move F Replace F New
1 Agent
F Change F Config F Agent
2 Agent
3 Agent
4 Agent
5 Agent 6 Split ID 7 Screen 8 Directry
4-34 Building or Editing Shift Configurations