4Enter thresholds for splits or line groups. Keep these points in mind:
You do not need to enter a threshold for each split or line group. If you don’t want to enter a threshold for a particular split or line group, simply leave it blank. This feature allows you to turn on an exception for some splits or groups, but not all of them.
To delete a threshold value, type a hyphen
You may enter thresholds even if you turn off an exception, For example, you may want to turn on the talk time exception when call traffic is heavy. During slow periods, however, you might not care how long an agent talks to customers. You may want to turn off the talk time exception then, but still keep the thresholds.
Skip over fields that you don’t want to change.
5Assign an alert number for an external alert at this point, if desired.
6Press [ F8 ] (labeled “Enter Data”) after you make an entry in the last field.
7Press a different function key to administer another exception on that screen.
8Press [ F8 ] (labeled “Admin Exceptns”) to return to the Administer Exceptions screen when you finish administering exceptions.
Assigning External Alerts to Exceptions
External alerts are small incandescent lamps that are designed to be mounted on a wall in full view of the CMS supervisor and, possibly, the agents. They provide a visual alert by lighting up whenever an exception to which they are assigned is occurring.
These alerts, like most other equipment compatible with the MERLIN II system, must be installed, connected to the appropriate ports in the MERLIN II system, and administered.
External alerts are connected to line jacks on the MERLIN II System control unit either directly or through building wiring. CMS will support up to four external
During MERLIN II system administration, the alerts must be assigned to lines that are not assigned to CMS. During CMS Administration, the alerts must be assigned to the line button numbers that correspond to the outside lines to which the alerts are connected.
IMPORTANT: The line ports for the external alerts must first be assigned during MERLIN II System administration at intercom 10 by the MERLIN II system Display Console. The line button numbers for the external alerts must correspond to those line ports and the alerts must be connected to those line ports.
If a line port is not properly associated with the alert you assign during CMS administration, the alert will not light up when an exception threshold has been met or exceeded.
Selecting Exceptions
