
Building or Editing Shift Configurations
A shift configuration is an arrangement of line groups and agent splits for managing calls. Before CMS can operate, you must build at least one shift configuration. You can build as many as six configurations to handle different calling patterns in your business. If you do not name the configurations when you begin to build them, the system supplies the default name of “Configx,” where x is the number of the configuration (1 - 6). We recommend, however, that you name the configurations so that their identity is meaningful for your business.
For instance, a business may require these configurations:
●Shift 1
●Shift 2
●Night
●Weekend
In this example shift 1 and shift 2 configurations are for the two weekday shifts of agents. The night configuration is for calls after business hours that are answered at a central answering position, such as a guard’s desk. The weekend configuration is for weekends and holidays.
NOTE: Night Service mode is different from a night configuration. During Night Service, CMS connects all incoming calls to a message and automatically disconnects the calls when the message is over. For more information, see “Selecting Day or Night Service” in Section 5.
In a shift configuration, splits are assigned to line groups as main splits and secondary splits. A main split has primary responsibility for answering calls for a line group (or line groups). A secondary split answers calls for a line group only if the main split for that line group has no available agents. This is called intraflow. (Intraflow is described in more detail in “Administering Call Flow.”)
In the shift 1 configuration for Bon Voyage Travel, main splits and secondary splits are assigned like this:
Line group | Main split | Secondary split | |
Public line | Personal Travel | Support split | |
group | split |
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Special line | Personal Travel | None | |
group | split |
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Charter line | Charter Travel | Corporate | |
group | split | Travel split | |
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Corporate line | Corporate | Charter Travel | |
group | Travel split | Split | |
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Building or Editing Shift Configurations