Shift Configuration; Main Splits And Secondary Splits; Lntraflow And Intraflow Threshold; Logged Out State And Available State - AT&T Call Management System Supervizor's Manual

Introduction to CMS

Shift Configuration

A shift configuration is an arrangement of line groups and agent splits for
managing calls. You can create up to six different configurations to handle
different calling patterns in your business. However, only one shift
configuration can be active at a time, and no more than 28 agents can be in
that configuration.

Main Splits and Secondary Splits

In a configuration, some splits are main splits and others are
secondary splits. A main split has primary responsibility for answering calls
for a line group.
main split for that group is overloaded.
Intraflow and Intraflow Threshold
The sending of calls to agents in a secondary split is called intraflow.
Intraflow can be turned on and off. The number of seconds that the call waits
in the main split before it is sent to the secondary split is called the intraflow
threshold.

Logged Out State and Available State

When call management begins for a shift, the agents in the shift configuration
are in the logged out state. CMS keeps statistics on other calls made by
agents who are logged out, but doesn't send calls to them, so the agents
have to signal CMS that they are ready to receive calls (in available state).
They do so by touching the programmed button labeled Available on their
telephones (MERLIN LEGEND system telephones).

After-Call-Work (ACW) State

When agents need time to complete work on their most recent CMS call
(such as processing an order or updating a record), they can leave the avail-
able state and enter the after-call-work (ACW) state by pressing the pro-
grammed button labeled ACW on their telephones. CMS does not send calls
to agents who are in this after-call-work state, but it does keep statistics on
1-4 Basic Terms and Key Concepts
secondary split answers calls for a line group only if the
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