External exception alerts provide a signal that alerts you to unusual or undesirable situations affecting splits or line groups. For instance, the All Lines Busy exception notifies you when all lines in a line group have been busy more than a certain number of seconds. An alert may be triggered for any or all of the following exceptions:

Number of Calls Waiting

Oldest Call Waiting

Average Speed of Answer

All Lines Busy

An alert can be assigned to one or more splits or groups for one or more of these exceptions. If a single external alert is assigned to more than one exception, the alert will be activated as long as at least one exception is triggered.

Pressing [ F4 ] (labeled “Assign Alert”) from the Exception Settings screen selects the Exception Alerts prompt shown below.

Bon Voyage

Travel

 

 

 

 

 

 

 

ADMIN CMSIIRZ

11:29a

06/13

 

 

 

 

 

 

EXCEPTION SETTINGS

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

On/Off

 

 

 

 

 

 

Split / Line

Group

 

 

 

 

 

 

 

 

 

 

 

 

 

 

l/A

 

 

 

 

 

 

 

 

 

 

 

 

Exception

 

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

 

 

 

 

 

 

 

 

# Calls Waiting >= xx

Off

 

3/1

 

-/-

-/-

 

-/-

 

-/-

 

-/-

 

 

Oldest Call Wait >= xxx sec

Off

10s/2

 

-/-

-/-

 

-/-

 

-/-

 

-/-

 

 

Avg Speed Answer >= xxx sec

Off

l0s/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

 

 

 

 

 

 

 

ALERT

LINE

BUTTON NUMBER:

1: 29 2: 30

3:

31

4:

32

 

 

 

 

 

 

 

 

 

 

 

F

Cancel

 

 

 

 

 

F

Previous

F

Next

 

 

 

F

Enter

 

1

Prompt

 

 

 

 

 

5

F i e l d

6

Field

 

 

 

8

Data

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Notice the “Alert Line Button Number” prompt near the bottom of the Exceptions Setting screen. In this example, the first alert number field has been assigned to line button number 29. Whether an alert is assigned to one or more exceptions or to one or more lines or splits, an alert must be assigned to a line button in order to function.

4-34Selecting Exceptions

Page 63
Image 63
AT&T 999-501-149 system manual 34Selecting Exceptions