AT&T Merlin II Feature Module 2 System Manual page 69

Selecting Split Exceptions
4-40 Selecting Exceptions
Refused Call. If you turn on this exception, CMS notifies you whenever
[ F4 ]
an agent refuses a call.
Prompt:
REFUSED CALLS: ON/OFF?
Action: 1 Type on or off.
2 Press
Exception:
Split X - Agent XXXXX - Refused Call
Admin Exceptions. Press
[ F8 ]
the Administer Exceptions screen.
Split exceptions alert you to unusual or undesirable situations affecting a
whole split. For example, you can be notified when the number of calls
waiting in a split meets or exceeds a threshold you set. Split exceptions can
alert you to a need for more agents or faster call handling.
Pressing (labeled "Split Exceptns") from the Exception Settings screen
[ F2 ]
selects the Split Exceptions screen shown below. The box indicates the split
exceptions.
Bon Voyage Travel
E x c e p t i o n
AGENTS
Talk Time >= xxx sec
After Call Work >= xxx min
Agent Logout ACW >= xxx min
Refused Call
SPLITS
# Abandon Calls >= xx
# C a l l s W a i t i n g > = x x
O l d e s t C a l l W a i t > = x x x s e c
Avg Speed Answer >= xxx sec
All Lines Busy >= xxx sec
Line Hold Time >= m i n
XX
Line Hold Time <= xx sec
ALERTS
Alert Line Button Numbers
F Abandon F C a l l s
F
1 2
C a l l s Waiting 3
(labeled "Enter Data").
[ F8 ]
(labeled "Admin Exceptns" ) to return to
[ F8 ]
EXCEPTION SETTINGS
2/B
O n / O f f 1 / A
Off -
Off -
Off -
Off
Off -
3/1
Off
Off 10s/2
Off 10s/3
Off 5s/4
Off -
Off -
1: 29 2:
Oldest
F Avg
Call 4 Speed
ADMIN CMSIIR2
11:15a
Split / Line Group
3/C
4/D
5
- -
- -
- -
- -
- - - -
- - - -
-/-
-/-
-/- -/-
-/- -/- -/- -/-
-/-
-/- -/- -/-
-/- -/- -/-
- - -
- - -
30 3: 31 4: 32
F 1 0 - H e l p
F
8
06/13
6
-
-
-
-
-/-
-/-
-/-
A d m i n
Exceptns