Programming Considerations - AT&T Call Management System Supervizor's Manual

Programming CMS Shift Configurations
.
— The amount of time the call has waited (that is, from the time the call
started ringing until present) has exceeded the intraflow threshold
for the main split.
— There is no available agent in the main split.
— There is an available agent in the secondary split.
— The oldest waiting call in the secondary split has not waited longer
than the intraflow threshold for the secondary split.
Once the call is transferred to an agent the caller will hear ringing.
5. If there is no agent available in the secondary split, the call remains
waiting in the main split. The call is answered by the first available
agent in either the main split or the secondary split (if the secondary
split's intraflow threshold is not exceeded by another call).
If an agent becomes available at any step, CMS immediately transfers the
call to that agent.

Programming Considerations

If your only consideration in building a shift configuration is to have every call
answered as quickly as possible by any available agent, you can assign all of
your agents to one split and make it the main split for all of your line groups.
You cannot have more than 28 agents in a split. If you assign all 28 to one
split, there can be no agents in other splits to receive intraflow calls. There-
fore, there are no secondary splits and you would not need to program for
intraflow in that shift configuration.
Consider these points when establishing your intraflow threshold(s):
How long do you want your customers to wait for an agent in the main
split if there are agents available in your secondary split? Remember,
the waiting time starts as soon as the call begins ringing, Answering
this question helps determine a reasonable intraflow threshold for the
main split.
If your secondary split serves as a main split for another line group,
you may not want that split to accept intraflowed calls if it is busy with
Creating or Changing Shift Configurations 3-23