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Programming CMS Shift Configurations
Under "Line Group Options" in the upper right corner of the
screen:
— Answer delay is set to 5 seconds.
— Force delay is turned off.
— Automatic After-Call-Work is set to 0 seconds (off).
Under "Call Flow" in the lower right corner of the screen:
— Main and secondary splits are unassigned (indicated by
— Intraflow is turned off.
— Intraflow thresholds are set to 30 seconds.
— All-Ring is turned off.
6. Determine which, if any, of the factory settings you want to change.
Make the changes as instructed in the following sections of this chapter:
Assigning Splits. Add, move, or remove agents in the splits in a
configuration.
Assigning Line Group Options. Program how you want CMS to
control the answering of calls.
Programming Call Flow. Assign splits to groups, set intraflow
thresholds, turn intraflow on or off, and designate splits for All-
Ring operation (optional).
Press
(Config Screen) to return to the Configuration screen.
7.
[F7]
8. Choose an activity from the Configuration screen or press [F7] to return
to the Stored Shift Configurations screen.
9. Choose an activity from the Stored Shift Configurations screen or press
[F8] to return to the Administration Menu.
hyphens).
Creating or Changing Shift Configurations 3-7
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