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Instructions for Selecting Exceptions
Pressing [ F6 ] (labeled “Select Exceptns”) on the Administration Menu screen selects the Administer Exceptions screen shown below.
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| ADMIN | CMSI | IR2 | 11:12a | 06/13 | ||||||||||
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| EXCEPTION SETTINGS |
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| Split / Line Group |
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| Exception |
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| On/Off |
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| 1/A | 2/B | 3/C | 4/D |
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| 6 |
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| AGENTS |
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| - | - |
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| - |
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Talk Time >= xxx sec |
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| Off |
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| - | - |
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After Call Work >= xxx min | Off |
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| - | - | - | - |
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| - |
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Agent Logout ACW >= xxx min | Off |
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| - | - | - | - |
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| - |
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Refused Call |
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| Off |
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| SPLITS |
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| - | - | - | - |
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# Abandon Calls >= xx |
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| Off |
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| 3/1 |
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# Calls Waiting >= xx |
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| Off |
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Oldest Call Wait >= xxx sec | Off |
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| 10s/2 |
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Avg Speed Answer >= xxx sec | Off |
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| 12s/3 |
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| LINE GROUPS |
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| 5s/4 |
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All Lines Busy >= xxx sec | Off |
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Line Hold Time >= xx min | Off |
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| - | - | - |
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Line Hold Time <= xx sec | Off |
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| - | - | - |
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| ALERTS |
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Alert Line | Button Numbers |
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| 1: | 29 | 2: 30 | 3: 31 | 4: | 32 |
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| F10 - |
| Help | ||||
F | Agent | F | Split | F | Group |
| F | Assign |
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| F | Admin |
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1 | Exceptions | 2 | Exceptions | 3 | Exceptions |
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| Alert |
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| 8 | Menu |
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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
Initially, all exceptions are set to Off and all thresholds are blank.
Exceptions are divided into three
ADMINISTER EXCEPTIONS To administer exceptions, do as follows:
1Press the function key for the type of exceptions you want to
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.