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About This Guide
Agents and Agent Splits
Incoming calls are answered by agents who are assigned to agent splits. A
split is a team of agents who handle the same type of incoming calls. Each
split is assigned to answer calls for one or more line groups. There can be up
to six splits, with a maximum of 28 agents in a split. However, no more than
28 agents can be active in CMS at any one time.
Shift Configuration
A shift configuration is an arrangement of line groups and agent splits for
managing calls. You can create up to six different configurations to handle
different calling patterns in your business. However, only one shift
configuration can be active at a time, and no more than 28 agents can be in
that configuration.
Main Splits and Secondary Splits
In a configuration, some splits are main splits and others are
secondary splits. A main split has primary responsibility for answering calls
for a line group. A secondary split answers calls for a line group only if the
main split for that group is overloaded.
Intraflow and Intraflow Threshold
The sending of calls to agents in a secondary split is called intraflow.
Intraflow can be turned on and off. The number of seconds that the call waits
in the main split before it is sent to the secondary split is called the intraflow
threshold.
Logged Out State and Available State
When call management begins for a shift, the agents in the shift configuration
are in the logged out state. CMS keeps statistics on other calls made by
agents who are logged out, but doesn't send calls to them, so the agents
have to signal CMS that they are ready to receive calls (in available state).
They do so by pressing the programmed button labeled Available on their
telephones (MERLIN LEGEND system telephones).
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