AT&T Merlin II Feature Module 2 System Manual page 71

4-42 Selecting Exceptions
3 If you wish to assign an alert to this exception, enter an
alert number in the field to the right of the slash. If not,
enter a hyphen.
Press
4
Exception:
Split X - # Calls Waiting > = XX
Oldest Call (Oldest Call Waiting). The oldest call is the call that has
[ F3 ]
been waiting the longest (to be answered by an agent) in a split. If you turn
on this exception, CMS notifies you when the number of seconds the oldest
call has been waiting meets or exceeds the threshold you set. You can assign
an external alert to this exception.
Prompt:
OLDEST CALL: ON/OFF?
5 : _ / _ 6 : _ / _
Action:
1 Type on or off . Press
the current value.
2 If you want to enter threshold values, enter a number of
seconds (1 through 999) for each split. If you do not want
to activate this exception for a particular split, type a
hyphen.
3 Assign an alert number or enter a hyphen in the field to
the right of the slash.
4 Press
Exception:
Split X - Oldest Call Waiting > = XXX sec
Avg Speed (Average Speed of Answer). The average speed of answer is
[ F4 ]
the average time it takes from the time a call rings until it is connected to an
agent in a given split. This includes the answer delay (the amount of time a
call rings before CMS answers it), the time connected to the voice
announcement unit, the time on hold, and the time it takes to transfer the call
to an agent.
If you turn on this exception, CMS notifies you when the average speed of
answer in a split meets or exceeds the threshold you set. You can assign an
external alert to this exception.
Prompt:
AVG SPEED ANS:ON/OFF?
5 : _ / _ 6 : _ / _
Action:
1 Type on or off . Press
the current value.
2 If you want to enter threshold values, enter, to the right of
the slash, a number of seconds (1 through 999) for each
split. If you do not want to activate this exception for a
particular split, type a hyphen.
(labeled "Enter Data") after the last field.
[ F8 ]
( s / a ) 1 : _ / _ 2 : _ / _ 3 : _ / _ 4 : _ / _
(labeled "Next Field") to keep
[ F6 ]
(labeled "Enter Data") after the last field.
[ F8 ]
( s / a ) 1 : _ / _ 2 : _ / _ 3 : _ / _ 4 : _ / _
(labeled "Next Field") to keep
[ F6 ]