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Programming CMS Shift Configurations
3. The real agents do not need to be assigned to a split.
If you do assign them to a split, they cannot be in the same split as the
"ghost" agent. Consult the CMS Agent Splits Planning Form to see
which of your splits, if any, should be All-Ring. This form should be in
the pocket of the back cover of this guide.
If you change a split from All-Ring operation to normal operation, remove the
"ghost" agent and add the real agents to the split.
For more information on setting up an All-Ring split, see the discussion of this
topic in "Agent Splits" under the general heading "Planning the Call Manage-
ment System" in the CMS Planning Guide.
For more detailed information on how "real" agents use a Cover button to
pick up calls to a "ghost" agent in an AH-Ring split, see "Using a Cover But-
ton" and "Answering Calls in All-Ring Operation" in Chapter 5, "CMS Tele-
phones and Telephone Programming," in this manual.
To choose this activity:
1.
Press [F5] (All-Ring On/Off). You can now change a split from automatic
call distributor (ACD) to All-Ring operation, or vice versa.
In the All-Ring column of the Call Flow area of the screen,
that a split has All-Ring operation, and
operation.
The
prompe is displayed as follows:
CHANGE ALL-RING OPERATION :
2.
Enter a split number (1 through 6).
Press [F8] (Enter Data).
3.
4.
Repeat steps 1 through 3 to change another split to All-Ring or ACD
operation, or press [F7] to return to the Configuration screen.
5.
Choose an activity from the Configuration screen or press [F7] to return
to the Stored Shift Configurations screen.
6.
Choose an activity from the Stored Shift Configurations screen or press
[F8] to return to the Administration Menu.
3-28 Creating or Changing Shift Configurations
indicates normal ACD
off
Split #: _
indicates
On
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