User`s guide
CONFIGURE CALL FLOW
ADMIN CMS1.0 3:32p 04/18
AGENT SPLITS ANSWER/FORCE DELAY
|--Agent--|
|--Agent--|
Num
Lines
Answer
Delay
Force
Delay
Split
PDC
ID
Split
PDC
ID
Group
1 PUBLC
2 BUSNS
3 CHART
4 SUPPT
401
402
403
404
405
406
407
408
409
410
411
412
415
416
LINDA
JOEL
IEN
JENNY
SCOTT
BILL
SARAH
JOHN
JIM
BERNE
DON
ALLAN
ANDY
LOU
4 SUPPT
5 -
6 -
417
418
424
CRAIG
BARB
CJ
A PUBLC
B BUSNS
C CHART
D -
9
6
5
0
10s
0s
5s
5s
Off
On
Off
Off
CALL FLOW
Flow
|-Splits-|
Gp
Intra
Flow
Spl
Thresh
Main
Sec
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
F10 - Help
F Assign
1 Splits
F Flow
2 On/Off
F Set
3 Thresh
F Config
7 Screen
How Intraflow Works
This example assumes there are main and secondary splits assigned to the
line group and no agent is available in the main split. If an agent became
available at any step, CMS would immediately transfer the call to that agent.
This example also assumes that Force Delay is off.
If a call comes in and no agent is available in the main split, the call is treated
as follows:
1
2
3
4
The call continues to ring for the Answer Delay interval you have
established.
CMS answers the call and connects it to the voice announcement unit for
a delay message.
NOTE:
If the Answer Delay for a line group is longer than the Intraflow
Threshold for the line group’s main split, the call may be intraflowed to
the secondary split before the delay message is played.
The call is put on hold (or connected to Music-on-Hold) and is put into
the main split’s queue of waiting calls.
The call is
intraflowed
(sent) to an agent in the secondary split if all these
conditions are met:
- Intraflow is turned on for the call’s line group.
– The call is the oldest call eligible for intraflow to the secondary split.
- The amount of time the call has waited (that is, from the time the call
started ringing until now) has exceeded the Intraflow Threshold for
the main split.
- There is no available agent in the main split.
Building or Editing Shift Configurations
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