AT&T Merlin II Feature Module 2 System Manual page 61

Instructions for Selecting Exceptions
ADMINISTER EXCEPTIONS
4-32 Selecting Exceptions
Pressing (labeled "Select Exceptns") on the Administration Menu screen
[ F6 ]
selects the Administer Exceptions screen shown below.
Bon Voyage Travel
E x c e p t i o n
AGENTS
Talk Time >= xxx sec
After Call Work >= xxx min
Agent Logout ACW >= xxx min
Refused Call
SPLITS
# A b a n d o n C a l l s > = x x
# C a l l s W a i t i n g > = x x
O l d e s t C a l l W a i t > = x x x s e c
Avg Speed Answer >= xxx sec
LINE GROUPS
A l l L i n e s B u s y > = x x x s e c
Line Hold Time >= xx min
Line Hold Time <= xx sec
ALERTS
Alert Line Button Numbers
F Agent
F Split
1 Exceptions 2 Exceptions
Use this screen to turn exceptions on or off and set exception thresholds for
each split or line group. From this screen you may assign line button
numbers to external wall-mountable lamps to be used as external alerts. The
external alerts can be associated with those exceptions that are displayed with
the dividing slash (-/-). When assigned, the external alert lamp will light
when the corresponding exception occurs.
Initially, all exceptions are set to Off and all thresholds are blank.
Exceptions are divided into three types–agent, split, and line group. General
instructions for administering exceptions and assigning external alerts to them
are listed below. After you familiarize yourself with the procedures, turn to
the descriptions of the type of exceptions you want to administer.
To administer exceptions, do as follows:
1 Press the function key for the type of exceptions you want to
administer—agents, splits, or groups.
A box appears around the corresponding area of the Exception Settings
screen, and the function key labels change.
2 Press the function key for the exception you want to administer. For
example, you could press
Exceptions screen.
If you decide not to administer that exception, press
Prompt") to cancel the prompt.
3 Type on in the ON/OFF field of the prompt to turn the exception
type off to turn the exception off.
EXCEPTION SETTINGS
2/B
O n / O f f 1 / A
Off -
Off -
Off -
Off
-
Off
3/1 -/-
Off
10s/2 -/-
Off
-/-
Off 12s/3
5s/4 -/-
Off
Off -
Off -
1: 29 2:
F Assign
F Group
3 Exceptions
4 Alert
(labeled "Talk Time")on the Agent
[ F1 ]
ADMIN CMSI IR2
11:12a
Split / Line Group
4/D
3/C
5
- -
-
-
- - -
-
- - -
-
- - -
-
-/- -/- -/-
-/- -/- -/-
-/- -/- -/-
-/- -/-
-
- -
- - -
30 3: 31 4: 32
F 1 0 -
F Admin
8 Menu
(labeled "Cancel
[ F1 ]
on, or
06/13
6
-
-
-
-
-/-
-/-
-/-
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