
3To assign an alert number, enter the number in the field to the left of the slash. If not, enter a hyphen.
4Press [ F8 ] (labeled “Enter Data”) after the last field.
Exception: | ❈ ❈ ❈ Split X - Avg Speed Answer > = XXX seconds |
[ F8 ] Admin Exceptions. Press [ F8 ] (labeled “Admin Exceptns”) to return to the Administer Exceptions screen.
Selecting Line Group Exceptions
Line group exceptions alert you to unusual or undesirable situations affecting lines 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.
Pressing [ F3 ] (labeled “Group Exceptns”) from the Exception Settings screen selects the Line Group Exceptions screen shown below. The box indicates the line group exceptions.
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| Bon Voyage Travel |
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| ADMIN | CMSIIR2 | 11:18a | 06/13 |
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| EXCEPTION SETTINGS |
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| Split / Line | Group |
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| On/Off |
| l/A |
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| Exception |
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| 2/B | 3/C | 4/D | 5 |
| 6 |
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| AGENTS |
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| Off |
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| Talk Time >= xxx sec | - | - | - |
| - | - | - |
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| After Call Work >= xxx min | Off | - | - | - |
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| Agent Logout ACW >= xxx min | Off | - | - | - |
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| Refused | Call |
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| SPLITS |
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| Off |
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| # Abandon Calls >= | xx | - | - | - |
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| # Calls Waiting >= xx | Off | 3/1 |
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| Oldest Call Wait >= xxx sec | Off |
| 10s/2 |
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| Avg Speed Answer >= xxx sec | Off |
| 12s/3 |
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| LINE GROUPS |
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| All Lines Busy >= xxx sec | Off |
| 5s/4 |
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| Line Hold Time >= | xx min | Off | - | - | - |
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| Line Hold Time <= xx sec | Off | - | - | - |
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| ALERTS |
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| Alert Line Button Numbers |
| 1: 29 | 2: 30 | 3: 31 | 4: | 32 |
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| F 1 0 - | H e l p |
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| F | Lines | F | HoldTime | F | HoldTime |
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| F | A d m i n |
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| 1 | Busy | 2 | Maximum | 3 | Maximum |
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| 8 | Exceptns |
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