Lucent Technologies Centrevu Cms Administration Guide

  Task: administering exceptions  CentreVu CMS Administration
Administering agent exceptions8-5
The Agent Exceptions Administration input window opens.
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4In the Split(s)/Skill(s) box, do one of the following:
• Type the information.
• Select the information on the drop-down list of previously used 
items.
• Click the Browse button to...

  Task: administering exceptions  CentreVu CMS Administration
Administering agent exceptions8-6
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5In the Active field, make each exception type active by selecting the 
check box or inactive by leaving the check box blank....

  Task: administering exceptions  CentreVu CMS Administration
Administering agent exceptions8-7
Number of inbound 
ACW calls/agentThe total number of inbound calls an agent can 
receive during after-call work. This exception 
cannot trigger more than once within an 
interval.
Time on outbound 
ACW call 
(maximum)The maximum time an agent spends on an 
outbound call during after-call work.
Number of 
outbound ACW 
calls/agentThe total number of outbound calls an agent 
can make during after-call work....

  Task: administering exceptions  CentreVu CMS Administration
Administering agent exceptions8-8
Logout attempt 
without valid 
reason codeIndication if the agent types an invalid code 
when trying to logout. This exception cannot 
trigger more than once within an interval
AUX attempt 
without valid 
reason codeInformation sent by the switch if AUX work 
reason codes are forced or requested and the 
agent trying to change to AUX work types an 
invalid code, times out, hangs up, or drops or 
releases the...

  Task: administering exceptions  CentreVu CMS Administration
Administering agent exceptions8-9
Time on direct 
agent call  
(maximum)The maximum number of seconds an agent 
spends on a direct agent ACD call.
Number calls in 
direct agent queue  
(maximum)The maximum number of direct agent ACD 
calls an agent can have waiting in queue.
Time call waited in 
direct agent queue 
(maximum)The maximum time any call waits in the direct 
agent queue.
Number calls 
abandoned from 
direct agent queue...

  Task: administering exceptions  CentreVu CMS Administration
Administering agent exceptions8-10
Agent could not be 
logged inAn exception that is not on the Agent 
Exceptions Administration window because it 
is always enabled. The exception displays as 
“Could not be logged in” on the agent 
exceptions report.
Agent entered 
invalid call work 
codesAn exception pegged for CWC 0 (an agent 
types an unadministered call work code). This 
exception should be turned off if you are 
collecting call work...

  Task: administering exceptions  CentreVu CMS Administration
Administering split/skill exceptions8-11
............................................................................................................................................................................................................................................................Administering split/skill exceptions
PrerequisitesTo administer exceptions for skills, your company must have purchased 
EAS. This feature is not needed...

  Task: administering exceptions  CentreVu CMS Administration
Administering split/skill exceptions8-12
The Split/Skill Exception Administration input window opens.
...........................................................................................................................................................................
4In the Split(s)/Skill(s) box, do one of the following:
• Type the information.
• Select the information on the list of previously used items.
• Click the Browse button to...

  Task: administering exceptions  CentreVu CMS Administration
Administering split/skill exceptions8-13
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5In the Active field, make each exception type active by selecting the 
check box or inactive by leaving the check box blank....

  Task: administering exceptions  CentreVu CMS Administration
Administering split/skill exceptions8-14
Number 
intraflowed-out 
callsThe acceptable number of calls that can intraflow 
out of the split or skill before an occurrence is 
counted against the threshold limit. This 
exception cannot trigger more than once within 
an interval.
Number 
intraflowed-in 
callsThe acceptable number of calls that can intraflow 
into the split or skill before an occurrence is 
counted against the threshold limit. This...