ATT System 25 Call Management System Manual

Prompt:CHANGE SPLIT ID: Split # (l-6):_ New Split ID:
Action:1 Enter the split number (1 through 6).
2 Enter the new split ID (up to 5 letters or numbers), or enter a
hyphen (-) to delete the split ID.
3 Press [F8] (labeled “Enter Data”).
[F7] Config Screen (Configuration Screen)
Press this function key to return to the Configuration screen.
[F8] Agent Directory (Agent Directory)
Press this function key to return to the Agent Directory screen if you need to
refer to or change agent information. Press...

Administering Answer Delay and Force Delay
Pressing [F2] (labeled “Ans/Forc Delay”) from the Configuration screen
displays the Configure Delay screen, shown below.
CONFIGURE DELAYADMIN CMS1.0 3:31p 04/18
AGENT SPLITS
ANSWER/FORCE DELAY
|-Agent-|
|-Agent-|
SplitPDCIDSplitPDCIDNumLinesAnswerDelayForce
DelayGroup
1 PUBLIC
2 BUSNS
3 CHART
4 SUPPT
401
402
403
404
405
406
407
408
409
410
411
412
415
416LINDA
JOEL
IEN
JENNY
SCOTT
BILLSARAHJOHNJIM
BERNE
DONALLAN
ANDY
LOU
4 SUPPT
5 -6 -
417
418
424CRAIG
BARB
CJA...

CONFIGURE DELAY
SCREEN
Consider these factors when choosing an Answer Delay value for a line
group:
l If you have toll lines (such as 800 lines), you begin paying for a call as
soon as the line is answered by CMS. If calls are likely to be on hold
before an agent is available, increasing the Answer Delay value decreases
the time on hold, and, hence, the cost of the call.
l You can increase the Answer Delay if you know callers will have to wait
for an agent. Callers may be less likely to hang up if they...

Administering Call Flow
Administering call flow includes the following tasks:
l Assigning a main split and a secondary split (optional) for each line group
l Turning intraflow on or off for a line group
l Setting an Intraflow Threshold for each split
Intraflow is the process of transferring calls from a main split’s queue to an
available agent in the secondary split. A 
main split has primary responsibility
for answering calls for a line group (or groups). A 
secondary split covers
calls to a line group...

CONFIGURE CALL FLOWADMIN CMS1.0 3:32p 04/18
AGENT SPLITSANSWER/FORCE DELAY
|--Agent--|
|--Agent--|NumLinesAnswerDelayForce
DelaySplitPDCIDSplitPDCIDGroup
1 PUBLC
2 BUSNS
3 CHART
4 SUPPT401
402
403
404
405
406
407
408
409
410
411
412
415
416LINDA
JOEL
IEN
JENNY
SCOTT
BILLSARAHJOHN
JIM
BERNE
DON
ALLAN
ANDY
LOU
4 SUPPT
5 -6 -
417
418
424CRAIG
BARB
CJA PUBLC
B BUSNS
C CHART
D -
9
6
5
010s
0s
5s
5s
Off
On
Off
Off
CALL FLOWFlow
|-Splits-|
GpIntraFlowSplThresh
MainSec
A
B
C
D1
2
3
-4
3
2
-On
Off
Off
Off
1
2
3...

– There is an available agent in the secondary split.
CALL FLOW SCREEN
– The oldest call in the secondary split’s queue has not waited longer
than the Intraflow Threshold for the secondary split.
5 If there is no agent available in the secondary split, the call stays in the
main split’s queue.
The call will be 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).
To administer call flow, press...

[F3] Set Thresh (Set Intraflow Threshold)
Press this function key to display the prompt that allows you to set the
Intraflow Threshold for a split. This threshold sets the number of seconds the
oldest call waits in a main split’s queue before becoming eligible for intraflow.
You need reasonable thresholds for your main splits. For more information
on choosing your thresholds, see “Administering Call Flow” earlier in this
section. The initial setting is 30 seconds.
Prompt:
SET CALL FLOW THRESHOLD: Split #...

Clearing a Configuration
Pressing [F5] (labeled  Clear Config) on the Configuration screen displays
the prompt that allows you to clear the contents of a shift configuration. You
might want to do this if you have made several data entry errors and want to
begin again instead of making changes. If you clear the contents of the
configuration, the values on the Configuration screen return to their initial
settings.
Prompt:
CLEAR CONFIG: This deletes contents of config. Clear Config? (Y/N): __
Action:1 Type...

Saving an Edited (Changed) Configuration
When you build a new shift configuration or make changes in an existing
one, the word 
(edited) appears on the Configuration List screen to the left of
the configuration number. You can store the last edited configuration in a
previously unused configuration or store it in place of another configuration.
For example, you could edit configuration 1 (DAY in our example) and
replace the original with the updated copy. If, on the other hand, you want
to keep the...

Renaming a Shift Configuration
To name or rename a configuration, press [F3] (labeled “Rename Config” ) on
the Configuration List screen.
Configuration names can contain up to 10
letters, numbers, or special characters. Spaces are not allowed, so you may
want to use hyphens or underlines instead. Renaming a configuration
UNUSED, will clear the configuration.
Prompt:
RENAME CONFIGURATION: Config # (1-6): _ New Name:
Action:1
2
3Enter the configuration number (1 through 6).
Enter the new name (up to 10...