Intraflow Test - AT&T Merlin II Feature Module 2 Installation Ans Getting Started Manual

Intraflow Test

52 Step 8: Testing CMS
See the number for the agent's split in the "Agents Avail" column
a
increase by one and the number in the "Agents ACW" column
decrease by one.
Hear the agent answer the call.
b
c See the number in the "Agents ACD" column increase by one and the
number in the "Agents Avail" column decrease by one.
5 Hang up the handset.
If you're going on to the Intraflow Test, stay at the System Status screen and
ask the person helping you to stay at the same agent position.
The Intraflow Test verifies that intraflow is working properly. The procedure
assumes that the person who helped you with the previous test is at the same
agent position, that the same shift configuration is active, and that you are
watching the System Status screen,
To perform the test, do the following:
1 In the "Line Group Information" area in the top half of the System Status
screen, locate the line group that has your helper agent's split as its
secondary split and be sure that intraflow (indicated in the "Flow" column)
is turned on.
If you have to turn intraflow on for the line group, you can do so from the
Configuration screen.
2 Have your helper agent place in the ACW state every agent voice terminal
in the line group's main and secondary splits (except the helper agent's
own voice terminal). He or she places the voice terminals in the ACW
state by touching the ACW button on each voice terminal until its ACW
light goes on. The helper agent's station should be in the Available state.
3 Make a call to the number of a line in the line group you selected in step
1.
You should hear the following:
Ringing followed by the delay message
a
Music at the conclusion of the message if the system has Music-on-
b
Hold and the intraflow threshold (initial setting, 30 seconds) is longer
than the delay message
c The agent answer the call when the intraflow threshold is exceeded
4 Hang up the handset.
This concludes the CMS tests. Go now to "Step 9: Managing Calls. "