Abandon Calls (Number Of Abandoned Calls) - AT&T Call Management System Supervizor's Manual

Changing System Options and Programming Exceptions
Bon Voyage Travel
Exception
AGENTS
Talk Time >= xxx sec
After Call Work >= xxx min
ACW Time Limit >= xxx min
Refused Call
SPLITS
# Abandon Calls >= xx
,
# Calls waiting >= xx
Oldest Call Wait >= xxx sec
Avg Speed Answer >= xxx sec
All Lines Busy >= xxx sec
Line Hold Time >= xx min
Line Hold Time <= xx sec
ALERTS
Alert Line Button Numbers
FAbandon F Calls
2Waiting
1 Calls
Figure 4-5. Split Exceptions Screen
Abandon Calls (Number of Abandoned
Calls)
When a caller hangs up before speaking to an agent, the call is considered
an abandoned call. If you turn on this exception, CMS notifies you whenever
the number of abandoned calls in the current hour reaches or exceeds the
threshold you set.
1. Press [F1] (Abandon Calls).
The following prompt appears:
# ABANDON CALLS:
Split 1: - 2: – 3: – 4: – 5: - 6: -
4-18 Programming Exceptions
EXCEPTION SETTINGS
I — - S p l i t / L i n e
On/Off 1/A
off
off
off
off
off
off 3/1
off 10s/2
off 12s/-
off 5s/-
off
off
1: 29 2: 30 3: - 4: -
F Oldest F Avg
4 Speed
3 Call
ON/ OFF ?
ADMIN CMS R3.O ll:23p 03/25
2/B 3/C 4/D
2/1 2/1 -/-
5s/2 3s/2 -/-
3s/- 10s/- -/-
4s/- 4s/- -/-
\
G r o u p —
l
5 6
-/- -/-
-/- -/-
-/- -/-
.
F1O - Help
F Admin
8Exceptns