
Shift Configuration
An arrangement of CMS line groups and agent splits that, when activated, determines how CMS calls are routed to agents. CMS allows you to define as many as six different shift Configurations.
Split, Agent | See Agent Split. |
Supervisory | A feature that allows a supervisor to change an |
Login/Logout | agent’s work status (Available/ACW/Logged out) |
| from the CMS PC via the Split Status screen. This |
| can be done at any time during call management. |
| It takes effect immediately, unless an agent is on |
| an ACD call. When the call is complete, the new |
| status goes into effect. |
A feature that allows an agent to transfer calls to | |
Split | another split by pressing a button on his or her |
| voice terminal. All voice terminals in the other |
| split will ring. Agents in the other split pick up |
| the call using the MERLIN II system Cover button |
| feature. |
Transfer Return | The number of times a transferred call rings before |
Interval | returning to the voice terminal from which it was |
| transferred. |