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Troubleshooting
PROBLEM: An agent is receiving the CMS calls for a different split.
Possible Cause
The agent is assigned to
the wrong split.
Fallback plan is on when it
should be off.
Telephone is programmed
to "ring."
PROBLEM: Agents continue receiving CMS calls after touching the ACW
button to indicate they are unavailable for CMS calls.
Possible Cause
The agents are touching
the ACW button after they
hang up.
Other Problems
9-22
Corrective Action
Reassign the agent to the correct split follow-
ing the instructions for "Dynamic
Reconfiguration" in Chapter 6 of the CMS
Supervisor's Guide.
Make sure Inhibit Call Coverage is on.
Set all CMS lines to "no-ring."
Corrective Action
Remind the agents to touch the ACW button
before they hang up.
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