Programming Call Flow; How Intraflow Works - AT&T Call Management System Supervizor's Manual

Programming CMS Shift Configurations

Programming Call Flow

The way CMS routes incoming calls to agents is called call flow. Call flow
programming includes the following:
Assigning a main split and an optional secondary split for each line
group
Turning Intraflow on or off
Setting an Intraflow threshold for each split
Designating splits for All-Ring operation (optional).
To program call flow, you should understand main and secondary splits,
intraflow and intraflow threshold. If you are unclear about these aspects of
CMS, refer to the Glossary.
NOTE:
Record any changes you
the back cover pocket of

How Intraflow Works

If a call comes in and no agent is available in the main split, the call is treated
as follows:
1. The call continues to ring in the main split for the answer delay interval
you established (see "Line Group Options," page 3-17).
2. CMS answers the call and connects it to the voice announcement unit
for a delay message.
3. The call is put on hold (or connected to Music-on-Hold) and is added to
the waiting calls in the main split.
4. The call is intraflowed (sent) to an agent in the secondary split if all of
the following conditions are met:
— The call is the oldest call eligible for intraflow into the secondary
split.
3-22 Creating or Changing Shift Configurations
make on the CMS Options Planning Form, found in
this guide.