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

Changing System Options and Programming Exceptions
3. Press [F8] (Enter Data).
The prompt clears and the function keys change.
Choose another activity from this screen or Press
4.
Administration Menu.

Programming Exceptions

An exception message indicates that a particular performance threshold has
been reached or exceeded and an unusual or undesirable situation may be
occurring. Exceptions allow you to customize performance goals for each
split or line group. For instance, you may establish a threshold of 3 minutes
as an acceptable talk time for one split and
time for another split. You may want to use CMS for a few days before you
select your exceptions and set your exception thresholds. In the meantime,
all exceptions are set to off.
When you turn on an exception, you receive an exception message on your
PC screen whenever a threshold for that exception has been reached or
exceeded. For instance, you may choose to receive an exception message
when an agent has refused a call or when all the lines in a line group have
been busy for a certain number of seconds. If you want your PC to beep
when an exception occurs, turn on the audible alarm option described in
"Changing System Options," page 4-7.
External lamps or bells can also be used as alerts to visually notify agents
when certain exceptions occur (see page 4-26).
Exceptions are an important management tool as they free you to do more
productive work. Instead of constantly monitoring system status on your PC,
you can set certain exceptions to notify you when problems arise.
Most businesses need only two or three exceptions. Using all the exceptions
available or setting unrealistic exception thresholds merely gives you unus-
to return to the
[F8]
minutes as an acceptable talk
4
Programming Exceptions 4-9