Dynamic Reconfiguration - AT&T Call Management System Supervizor's Manual

Supervising CMS

Dynamic Reconfiguration

Once you activate a shift configuration (as described in "Startup Procedures"
you can modify it through dynamic reconfiguration. For example, you can
reassign agents or turn on intraflow to handle unexpected changes in incom-
ing call traffic. Such changes are immediately activated in the current
configuration. If you want to make permanent changes to the current
configuration, you can save the changes before you shut down CMS or
before you select another shift configuration. Otherwise, the changes are not
saved once the current configuration is no longer active.
To see how the supervisor at Bon Voyage Travel uses dynamic
reconfiguration during a typical day, see "Day-to-Day Operation of CMS, " in
Chapter 1.
You use these screens during dynamic reconfiguration:
Configuration screen. The starting point for dynamic configuration.
Configure Splits screen. You can add, move, or remove the agents in
splits from this screen.
Line Group Options screen. With the line groups prompt on this screen,
you can change the number of seconds calls ring before CMS answers
them (answer delay), turn Force Delay on and off, and specify the number
of seconds an agent is to be automatically placed into ACW after complet-
ing a call.
Configure Call Flow screen. From this screen, you can reassign splits to
groups, change Intraflow thresholds, turn Intraflow on or off, and desig-
nate splits for All-Ring operation.
Stored Shift Configurations screen. From this screen you can select a
different configuration for call management, save your changes in the
current configuration, rename a configuration, or select a startup
configuration.
These screens are almost identical to the configuration screens you use for
programming. During programming, however, CMS is not managing calls.
CMS is managing calls during dynamic reconfiguration. Step-by-step instruc-
tions for using these screens are given later in this section.
Dynamic Reconfiguration 6-31