AT&T 999-501-149 system manual Prompt SET Intraflow Threshold Split # Threshold seconds

[ F3 ] Set Thresh. Use this function key to set the intraflow threshold for each split . This threshold is based on the number of seconds the oldest call has been waiting in a split. The initial setting is 30 seconds.

Prompt: SET INTRAFLOW THRESHOLD: Split #: _ Threshold (seconds):

Action: 1 Enter a split number (1 through 6).

2Enter the number of seconds from O through 999.

3Press [ F8 ] (labeled “Enter Data”).

[ F5 ] AlI-Ring On/Off. All-Ring operation is useful for splits in which agents are not always near their voice terminals. Each call rings at all the agents’ voice terminals, and an available agent closest to a voice terminal can answer the call. (In normal CMS operation, a call rings at only one agent’s voice terminal.)

All-Ring operation is dependent on both your CMS configuration and your MERLIN II system administration. To make an All-Ring split, you must assign a “ghost” agent as the only member of the split. Your MERLIN II system administrator must give you an unused intercom (position) number for your “ghost” agent.

Your “real” agents must have Cover buttons on their voice terminals that correspond to (cover) the “ghost agent’s” intercom number.

The real agents do not need to be assigned to a split. If you do assign them to a split, they cannot be in the same split as the “ghost” agent. Consult your CMS Agent Splits Planning Form to see which of your splits, if any, should be All-Ring.

NOTE: For more information on setting up an All-Ring split, see the discussion of this topic in “Agent Splits” under the general heading “Planning Your Call Management System” in the MERLIN Communications System Planning Guide for the Call Management System. For more detailed information on how “real” agents use a Cover button to pick up calls to a “ghost” agent in an All-Ring split, see “All-Ring Operation” and “Answering Calls in All-Ring Operation” in Section 6, “Handling CMS Calls,” in this manual.

Building or Editing Shift Configurations 4-17