User`s guide

CMS-PORT PERSONAL
LINE BUTTON VERIFY
SETTING OPTIONS
● If no other agents are available when the Transfer Return Threshold is
reached and the caller has already heard an announcement, the call
continues to ring at the original agent’s voice terminal until an agent
becomes available. At that time, CMS transfers the call to the available
agent.
NOTE: If the agent does not answer the call before the Transfer
Return Threshold is reached, the agent is considered to have
“refused” the call, and the agent’s station is placed in the ACW state.
If the Refused Call agent exception is turned on, then CMS generates
an exception message when the Transfer Return Threshold is reached.
See “Selecting Agent Exceptions” later in this section.
Accurate System 25 administration is critical to the proper functioning of call
management; inaccuracies may result in unanswered calls, dropped calls, or
mistransferred calls. If CMS-Port Personal Line verification is on, CMS can
verify that the Personal Line appearances of the CMS trunks are correctly
administered on PC jack CU1. When the verification procedure begins, the
following message appears on the Initialization screen:
PC-Port Verification In Progress-May Last Up To 4 Minutes
Problems detected during the verification procedure appear on the
Initialization screen and are listed in the Events Log. Initially, verification of
CMS-Port Personal Line button administration is on. You should turn this
option on whenever you run CMS for the first time after System 25 changes
for CMS have been made.
To set options, press the function key for the option you want to change:
[F1] Service Level (Service Level Limit)
The service level is the percentage of calls connected to agents within a
specified number of seconds (the Service Level Limit). The initial value is
20 seconds.
Prompt:
SERVICE LEVEL: % Calls Answered within XXX sec. XXX (1-999):___
Action: 1 Enter the number of seconds (1 through 999).
2 Press [F8] (labeled "Enter Data").
[F2] Abandon Thresh (Abandoned vs. Incoming Call Threshold)
The Abandoned vs. Incoming Call Threshold is the minimum number of
seconds an agent must be connected to a call for the call not to be considered
an abandoned call. The initial value is 10 seconds.
Prompt:
ABANDON THRESHOLD: (1-99 seconds):___
Action: 1 Enter the number of seconds (1 through 99).
2 Press [F8] (labeled “Enter Data”).
Setting Options 4-49