User`s guide

– There is an available agent in the secondary split.
CALL FLOW SCREEN
– The oldest call in the secondary split’s queue has not waited longer
than the Intraflow Threshold for the secondary split.
5 If there is no agent available in the secondary split, the call stays in the
main split’s queue.
The call will be answered by the first available agent
in either the main split or the secondary split (if the secondary split’s
Intraflow Threshold is not exceeded by another call).
To administer call flow, press the function key for the activity you want to
perform:
HINT: If you are administering call flow for a new shift configuration,
perform the activities in this order: assign splits, set thresholds, then change
intraflow.
[F1] Assign Splits
Press this function key to display the prompt that allows you to assign a main
split and, optionally, a secondary split, to a line group. Initially, all splits are
unassigned; you choose which split answers calls for each line group.
Prompt:
ASSIGN SPLITS for Call Flow: Line Group (A-D): _ Main Spiit: _ Secondary Split: _
Action: 1 Enter a line group letter (A through D).
2 Enter the number of the main split number (1 through 6) that
will answer calls for the line group.
3 Enter a split number to assign to a secondary, or enter a
hyphen (-) if you do not want to assign a secondary split or if
you want to delete a previously assigned secondary split.
4 Press [F8] (labeled “Enter Data“).
[F2] Flow On/Off (Turn Intraflow On/Off)
Press this function key to display the prompt that allows you to turn intraflow
on or off for a particular line group. Each line group’s intraflow status
appears in the Intraflow column of the Call Flow area of the screen. The
initial intraflow setting for each line group is Off.
Prompt:
CHANGE INTRAFLOW: Line Group (A-D):__
Action:
1 Enter a line group letter (A through D).
2 Press [F8] (labeled “Enter Data”). The intraflow designation
for that line group automatically changes from
On to Off or
vice versa.
4-42 Building or Editing Shift Configurations