Instructions for Selecting Exceptions

Pressing [ F6 ] (labeled “Select Exceptns”) on the Administration Menu screen selects the Administer Exceptions screen shown below.

Bon Voyage Travel

 

 

 

 

 

 

 

 

 

 

ADMIN

CMSI

IR2

11:12a

06/13

 

 

 

 

 

 

 

EXCEPTION SETTINGS

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Split / Line Group

 

 

 

 

 

 

 

 

 

 

Exception

 

 

On/Off

 

 

1/A

2/B

3/C

4/D

 

 

5

 

6

 

 

 

 

 

 

AGENTS

 

 

 

 

 

 

 

 

 

 

-

-

 

 

-

 

-

 

 

Talk Time >= xxx sec

 

 

Off

 

 

 

 

-

-

 

 

 

 

 

After Call Work >= xxx min

Off

 

 

 

 

-

-

-

-

 

 

-

 

-

 

 

Agent Logout ACW >= xxx min

Off

 

 

 

 

-

-

-

-

 

 

-

 

-

 

 

Refused Call

 

 

Off

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

SPLITS

 

 

 

 

 

 

 

 

-

-

-

-

 

 

-

 

-

 

 

# Abandon Calls >= xx

 

 

Off

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

3/1

-/-

-/-

-/-

 

-/-

 

-/-

 

 

# Calls Waiting >= xx

 

 

Off

 

 

 

 

 

 

 

 

Oldest Call Wait >= xxx sec

Off

 

 

 

10s/2

-/-

-/-

-/-

 

 

-/-

 

-/-

 

 

Avg Speed Answer >= xxx sec

Off

 

 

 

12s/3

-/-

-/-

-/-

 

-/-

 

-/-

 

 

 

 

LINE GROUPS

 

 

 

 

 

 

 

5s/4

-/-

-/-

-/-

 

 

 

 

 

 

 

 

All Lines Busy >= xxx sec

Off

 

 

 

 

 

 

 

 

 

 

 

Line Hold Time >= xx min

Off

 

 

 

 

-

-

-

 

-

 

 

 

 

 

 

 

 

Line Hold Time <= xx sec

Off

 

 

 

 

-

-

-

 

-

 

 

 

 

 

 

 

 

 

 

ALERTS

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Alert Line

Button Numbers

 

 

1:

29

2: 30

3: 31

4:

32

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

F10 -

 

Help

F

Agent

F

Split

F

Group

 

F

Assign

 

 

 

 

 

F

Admin

 

1

Exceptions

2

Exceptions

3

Exceptions

 

4

 

Alert

 

 

 

 

 

8

Menu

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Use this screen to turn exceptions on or off and set exception thresholds for each split or line group. From this screen you may assign line button numbers to external wall-mountable lamps to be used as external alerts. The external alerts can be associated with those exceptions that are displayed with the dividing slash (-/-). When assigned, the external alert lamp will light when the corresponding exception occurs.

Initially, all exceptions are set to Off and all thresholds are blank.

Exceptions are divided into three types–agent, split, and line group. General instructions for administering exceptions and assigning external alerts to them are listed below. After you familiarize yourself with the procedures, turn to the descriptions of the type of exceptions you want to administer.

ADMINISTER EXCEPTIONS To administer exceptions, do as follows:

1Press the function key for the type of exceptions you want to administer—agents, splits, or groups.

A box appears around the corresponding area of the Exception Settings screen, and the function key labels change.

2Press the function key for the exception you want to administer. For example, you could press [ F1 ] (labeled “Talk Time”)on the Agent Exceptions screen.

If you decide not to administer that exception, press [ F1 ] (labeled “Cancel Prompt”) to cancel the prompt.

3Type on in the ON/OFF field of the prompt to turn the exception on, or type off to turn the exception off.

4-32Selecting Exceptions

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AT&T 999-501-149 system manual Instructions for Selecting Exceptions, Exception Settings