Refused Call; Split Exceptions - AT&T Call Management System Supervizor's Manual

Changing System Options and Programming Exceptions

Refused Call

If you turn on this exception, CMS notifies you whenever an agent refuses a
call.
1. Press [F4] (Refused Call).
The following prompt appears:
REFUSED CALLS :
2. Enter
on
3. Press [F8] (Enter Data).
The prompt c/ears and the function keys change.
4. Choose another activity from this screen, or press
Exceptns) to return to the Exception Settings screen.
5. Press [F8] (Admin Menu) when you finish programming exceptions.
The followings an example of a message that appears when the exception
threshold is met:
*** Split 2 - Agent SAM – Refused Call

Split Exceptions

Split exceptions alert you to unusual or undesirable situations affecting a
whole split. For example, you can be notified when the number of calls wait-
ing in a split meets or exceeds a threshold you set. Split exceptions can alert
you to a need for more agents or faster call handling. Some split exceptions
can be used to activate an external lamp.
Pressing [F2] (Split Exceptns) from the Exception Settings screen selects the
Split Exceptions screen (Figure 4-5). The box indicates the split exceptions:
abandoned calls, calls waiting, oldest call, and average speed of answer.
ON /OFF?
or
off.
(Admin
[F8]
Programming Exceptions 4-17