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.

 

 

Bon Voyage Travel

 

 

 

 

 

 

ADMIN

CMSIIR2

11:18a

06/13

 

 

 

 

 

 

 

 

 

 

 

 

EXCEPTION SETTINGS

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Split / Line

Group

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

On/Off

 

l/A

 

 

 

 

 

 

 

 

 

 

 

 

Exception

 

 

 

2/B

3/C

4/D

5

 

6

 

 

 

 

 

 

 

 

AGENTS

 

 

Off

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Talk Time >= xxx sec

-

-

-

 

-

-

-

 

 

 

 

 

 

 

After Call Work >= xxx min

Off

-

-

-

 

-

-

 

-

 

 

 

 

 

 

 

Agent Logout ACW >= xxx min

Off

-

-

-

 

-

-

 

-

 

 

 

 

 

 

 

Refused

Call

 

 

Off

-

-

-

 

-

-

 

-

 

 

 

 

 

 

 

 

SPLITS

 

 

Off

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

# Abandon Calls >=

xx

-

-

-

 

-

-

 

-

 

 

 

 

 

 

 

# Calls Waiting >= xx

Off

3/1

-/-

-/-

 

-/-

- / -

 

- / -

 

 

 

 

 

 

Oldest Call Wait >= xxx sec

Off

 

10s/2

-/-

-/-

 

-/-

- / -

 

- / -

 

 

 

 

 

 

Avg Speed Answer >= xxx sec

Off

 

12s/3

-/-

-/-

 

-/-

- / -

 

- / -

 

 

 

 

 

 

 

 

LINE GROUPS

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

All Lines Busy >= xxx sec

Off

 

5s/4

-/-

-/-

 

-/-

 

 

 

 

 

 

 

 

 

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

F 1 0 -

H e l p

 

 

 

 

F

Lines

F

HoldTime

F

HoldTime

 

 

 

 

 

 

 

F

A d m i n

 

 

 

 

1

Busy

2

Maximum

3

Maximum

 

 

 

 

 

 

 

8

Exceptns

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Selecting Exceptions 4-43

Page 72
Image 72
AT&T 999-501-149 system manual Selecting Line Group Exceptions, Exception Settings