Dynamic Reconfiguration; Handling Calls At Night; Selecting Night Service - AT&T Merlin II Feature Module 2 Installation Ans Getting Started Manual

Dynamic Reconfiguration

Handling Calls at Night

SELECTING NIGHT
SERVICE
60 Step 9: Managing Calls
Once you begin call management, you can use dynamic reconfiguration to
modify the shift configuration being used to handle calls. For example, you
can reassign agents or turn on intraflow to handle unexpected changes in
incoming call traffic.
These changes are immediately implemented in the current shift
configuration. But before you can shut CMS down or activate another shift
configuration to manage calls, you have to choose either to save the changes
you made to the current shift configuration or to deactivate it without saving
the changes.
You use the following screens during dynamic reconfiguration:
Configuration screen
Agent Splits screen
Call Flow screen
Stored Shift Configurations screen
These screens are almost identical to the configuration screens you used for
administration. During administration, however, CMS is not managing calls.
CMS is managing calls during dynamic reconfiguration.
For more information, see 'Dynamic Reconfiguration" in Section 5 of the
CMS System Manual.
There are two ways to handle CMS calls at night or during off hours:
If you want to have all CMS calls answered at one place, such as a
guard's desk, create a night configuration with one split and one agent –
the guard — to cover all the line groups. Select this configuration for
after-hours use.
If you want all CMS calls to be connected to a recorded message and then
disconnected, select Night Service as described below. Although it is not
necessary, you can build a Night Service configuration with one split and
no agents to cover all the line groups.
The MERLIN II system feature called Enhanced Night
IMPORTANT:
Service is not related to CMS Night Service or to a CMS night
configuration.
During Night Service, CMS answers calls, connects them to the voice
announcement unit, and disconnects the calls after the message is over. A
typical night message is: "Thank you for calling Bon Voyage Travel. We are
closed now. Please call again between 8 a.m. and 5 p.m. any weekday."