Bon Voyage Travel | DAY CMSIIR2 | 4:04p 06/02 |
SYSTEM STATUS
LINE GROUP INFORMATION
L i n e
Group
APUBLIC
BSPECL
CCHART
DCORP
Busy | Lines |
| Split | ||
T o t a l | Main | Sec | Flow | ||
0 | 4 | 1 | 3 | On | |
0 | 3 | 1 | 3 | On | |
On | |||||
0 | 6 | 2 | 4 | ||
Off | |||||
0 | 2 | 3 | - | ||
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| SPLIT INFORMATION |
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| Agents |
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| Waiting |
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| Abandon |
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| Intrflow |
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| Calls Handled |
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| Serv | ||||
| S p l i t |
| ACD Avail ACW Out Oth |
| Num | Old |
| Num | Delay | In Out Num AvgTalk ASA |
| Levl | |||||||||||||||||||
1 | PERS | 0 | 0 | 0 | 7 | 0 |
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| 0 | 0 |
| 0 | 0s | 0 | 0 | 0 | 0:00 | 0s | 0% | ||||||||||||
2 | CHART | 0 | 0 | 0 | 7 | 0 |
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| 0 | 0 |
| 0 | 0s | 0 | 0 | 0 | 0:00 | 0s | 0% | ||||||||||||
3 | CORP | 0 | 0 | 0 | 3 | 0 |
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| 0 | 0 |
| 0 | 0s | 0 | 0 | 0 | 0:00 | 0s | 0% | ||||||||||||
4 | SUPPT | 0 | 0 | 0 | 2 | 0 |
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| 0 | 0 |
| 0 | 0s | 0 | 0 | 0 | 0:00 | 0s | 0% | ||||||||||||
5 | - | 0 | 0 | 0 | 0 | 0 |
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| 0 | 0 |
| 0 | 0s | 0 | 0 | 0 | 0:00 | 0s | 0% | ||||||||||||
6 | - | 0 | 0 | 0 | 0 | 0 |
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| 0 | 0 |
| 0 | 0s | 0 | 0 | 0 | 0:00 | 0s | 0% | ||||||||||||
F Day/ | F | Set | F S e l e c t | F Events |
| F S p l i t | F Config | F 1 0 | - H e l p | |
F L i n e | F System | |||||||||
1 Night | 2 Options | 3 Exceptns | 4 | Log | 5 Status | 6 Status | 7 Screen | 8 | M e n u | |
So you can tell at a glance if CMS is operating efficiently, the System Status screen lists:
●The status of line groups such as the number of busy lines and the total number of lines in the line group
●How splits are assigned to line groups and whether intraflow is active
●Status information on each split such as the number of agents on CMS calls and the number of available agents
●The number of calls waiting for each split
●Important data collected since the beginning of the report hour such as the number of calls handled and the service level
NOTE: The System Status screen shows an agent to be on an ACD call while the call is ringing at the agent’s voice terminal. The CMS supervisor should be aware that agents are not credited with an ACD call until they actually pick up their handset to answer the call.
When CMS transfers a call to an agent, the call disappears from the group of calls waiting to be answered by an agent. If the call is refused, it reappears in the same group of waiting calls.
If the System Status screen indicates a problem that needs immediate correction, you can make that correction through dynamic reconfiguration. For more information, see “Dynamic Reconfiguration,”
You can also change the system from Day Service mode to Night Service mode using [ F1 ] (labeled “Day/Night”) on the System Status screen. In Day Service mode, CMS routes calls to agents. In Night Service mode, CMS connects incoming calls to the voice announcement unit and disconnects them when the announcement is over. For more information, see “Selecting Day or Night Service,” later in this section.
