Call Flow Information; Function Keys - AT&T Call Management System Supervizor's Manual

Supervising CMS

Call Flow Information

The bottom right section of the screen shows how splits are assigned to line
groups and whether intraflow is turned on.

Function Keys

To select another screen or perform a function from the Split Status screen,
press the corresponding function key:
– [F1] (Change Agt Stat).
1. Press this function key to change an agent's work status.
The following prompt appears:
CHANGE AGENT STATUS :
NEW STATUS (AVAIL/ACW/OUT ) :_
2. Enter the agent ID in the AGENT ID field and the desired status in
the NEW STATUS field.
3. Press [F8] (Enter Data).
The agent's work state (under the "Status" column) changes from its previ-
ous status to the new status.
The supervisor can change an agent's work state at any time in an active
split.
Error messages are displayed if an agent is already in the status entered,
or if an ID is entered for an agent that is not in the split, or if either of the
prompt fields is left blank. If an ACD call is in progress when the supervi-
sor initiates the change, the new status takes effect upon completion of
the call, and a message to that effect is displayed.
6-22 Monitoring Call Management
AGENT ID: \
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