Dynamic Reconfiguration
Once you activate a shift configuration (as described earlier in “Startup Procedures”), you can modify it through dynamic reconfiguration. For example, you can reassign agents or turn on intraflow to handle unexpected changes in incoming call traffic.
Such changes are immediately activated in the current configuration. If you want, you can save the changes before you shut down CMS or before you select another shift configuration. Otherwise, the changes are not saved once the current configuration is no longer active.
You use these screens during dynamic reconfiguration:
●Configuration screen
●Configure Splits screen
●Configme Call Flow screen
●Administer Line Group Options screen
●Stored Shift Configurations screen
These screens are almost identical to the configuration screens you use for administration. During administration, however, CMS is not managing calls. CMS is managing calls during dynamic reconfiguration.
Pressing [ F1 ] (labeled “Config Screen”) at the Initialization screen (or the System Menu) or [ F7 ] (labeled “Config Screen”) from any status screen selects the Configuration screen. It displays the current configuration, as shown below.
Bon Voyage | Travel |
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| AGENT SPLITS |
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| A g e n t |
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| A g e n t |
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| S p l i t |
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| Pos | ID |
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| S p l i t | Pos | ID | |||||||
| 1 PERS | 16 | TOM | 3 | CORP | 3 7 | I K E | ||||||||||
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| 17 | CLIFF |
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| 39 | TINA | ||||||||
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| 19 | ERNIE |
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| 40 DIANA | |||||||||
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| 21 | DEB | 4 | SUPPT | 42 | RON | ||||||||||
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| 23 | BOB |
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| 43 NANCY | |||||||||
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| 24 | SHERM | 5 | - |
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| 25 | WALT | 6 | - |
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| 2 CHART |
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| 27 BEN |
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| 28 | SAM |
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| 23 NORM |
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| 31 | DI |
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| 32 CARLA |
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| 33 | BJ |
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| 35 | MAX |
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| DAY | CMSIIR2 |
| 8:31a | 06/03 | |||||
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| LINE GROUP OPTIONS |
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| N u m A n s w e r F o r c e A u t o | |||||||
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| G r o u p L i n e s D e l a y D e l a y A C W | |||||||||||
| A PUBLIC | 4 | 5s |
| On | 5s | |||||||
| B |
| SPECL | 3 | 5s |
| Off | 10s | |||||
| C |
| CHART 6 | 5s |
| Off | 5s | ||||||
| D CORP | 2 | 5s |
| On | 5s | |||||||
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| CALL FLOW |
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| F l o w | A l l | |
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| S p l i t | s |
| I n t r a S p l T h r e s h R i n g | ||||||
G r p | M a i n S e c | F l o w | 1 | 10s | Off | ||||||||
A | 1 | 3 |
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| On | 2 | 5s | Off | |||||
B | 1 |
| 3 |
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| On | 3 | 30s | Off | ||||
C | 2 |
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| On | 4 | 30s | Off | ||||
D | 3 | - |
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| Off | 5 | 30s | Off | ||||
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| 6 | 30 s | Off | |
Configuration | #1 | - DAILY |
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| F |
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| F10 - Help | |
F | Splits | L i n e | F | C a l l | F | Events | F | Line | F | S p l i t | F | Config | F | System | |
1 |
| 2 | Groups | 3 | F l o w | 4 | Log | 5 | Status | 6 | Status | 7 | List | 8 | Status |
Dynamic Reconfiguration
