Creating Or Changing Shift Configurations - AT&T Call Management System Supervizor's Manual

Programming CMS Shift Configurations
Creating or Changing
Shift Configurations
Creating or changing shift configurations involves these activities:
Assigning agents to splits
Programming line group options: Answer Delay (the number of
seconds a call rings before CMS answers it), Force Delay (forces all
calls in the line group to hear the entire recorded message before
being connected to an agent, regardless of availability), and Auto
ACW (the number of seconds after a completed call that an agent is
automatically in the after-call-work state)
Programming call flow (assigning main and secondary splits, program-
ming intraflow, and if you want, designating AH-Ring operation for
some splits).
Before you can create or change a shift configuration, your lines and line
groups must have been identified and programmed by your AT&T implemen-
tor or Authorized AT&T Dealer.
Refer to the CMS Agent Splits Planning Form to see how your splits were
assigned to your line groups. "
NOTE:
Your CMS does not manage calls while you are using these procedures. To
edit an active shift configuration, follow the instructions in "Dynamic
Reconfiguration" in Chapter 5. CMS must be running under Call Manage-
ment to use dynamic reconfiguration.
To create or change a shift configuration, follow these steps:
. From the CMS Main Menu, press [F4] (Admin CMS).
1
The Administration Menu (Figure
3-2)
appears.

Creating or Changing Shift Configurations 3-3