AT&T Merlin II Feature Module 2 System Manual page 44
Call management system
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Also See for Merlin II Feature Module 2:
- System manual (242 pages) ,
- Data communications manual (86 pages) ,
- Installation ans getting started manual (77 pages)
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HOW INTRAFLOW WORKS This example assumes there are main and secondary splits assigned to the
Bon Voyage Travel
AGENT SPLITS
A g e n t
S p i l t
Pos
ID
1 PERS
1 6 T O M
17 CLIFF
19 ERNIE
2 1 D E B
2 3 B O B
24 SHERM
25 WALT
2 CHART
2 7 B E N
2 8 S A M
29 NORM
3 1 D I
32 CARLA
3 3 B J
3 5 M A X
C o n f i g u r a t i o n # 1 - D A I L Y
F
F
Flow
F
Assign
2
On/Off
1
Splits
3
Thresh
Iine group and no agent is available in the main split. If an agent becomes
available at any step, CMS immediately transfers the canto that agent.
If a call comes in and no agent is available in the main split, the call is treated
as
follows:
1
The call continues to ring for the answer delay interval you have
established.
2
CMS answers the call and connects it to the voice announcement unit for
a delay message.
3
The call is put on hold (or connected to Music-on-Hold) and is added to
the waiting calls in the main split.
The call is intraflowed (sent) to an agent in the secondary split if all of the
4
following conditions are met:
The call is the oldest call eligible for intraflow into the secondary split.
The amount of time the call has waited (that is, from the time the call
started ringing until now) has exceeded the intraflow threshold for the
main split.
There is no available agent in the main split.
There is an available agent in the secondary split.
The oldest waiting call in the secondary split has not waited longer
than the intraflow threshold for the secondary split.
A g e n t
S p l i t
Pos
ID
3 CORP
3 7
I K E
3 9 T I N A
40 DIANA
4 SUPPT
4 2
R O N
4 3 N A N C Y
5 -
6 -
Grp
A
B
C
D
Set
F
All-Ring
5
On/Off
—
Building or Editing Shift Configurations 4-15
ADMIN CMSIIR2
1 0 : 4 9 a 0 6 / 1 3
LINE GROUP OPTIONS
N u m A n s w e r F o r c e A u t o
G r o u p
L i n e s
D e l a y
D e l a y
A PUBLIC
4
5s
On
B
SPECL
3
5s
Off
C
CHART
6
5s
Off
D
CORP
2
5s
On
CALL FLOW
F l o w
S p l i t s
I n t r a
S p l
T h r e s h
Main
Sec
Flow
1
1 0 s
1
3
On
2
1
3
O n
3
3 0 s
2
4
On
4
3 0 s
3
-
Off
5
3 0 s
6
3 0 s
F10 – Help
F
Config
7
Screen
A C W
5s
10s
5s
5s
A l l
R i n g
O f f
5 s
O f f
O f f
O f f
O f f
O f f
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