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If you are changing from one shift configuration to another, calls are handled
as follows during the change:
● If you have made changes during dynamic reconfiguration, you are
prompted to choose whether you want to save the changes. If you do not
save the new configuration, it will revert to the last saved configuration.
● Calls currently waiting for agent splits are placed in a temporary queue.
The time of arrival for each call is saved.
● All new calls that ring are connected to the delay message and then placed
in the temporary queue.
● All ACD calls connected to agents (in-progress calls) are considered
“completed” (for the purpose of report statistics) at the time of the request
to select a new configuration.
The new configuration is activated as follows:
● Calls currently connected to agents are credited as “other” calls in the split
in the new configuration,
● Calls in the temporary queue are assigned to the appropriate queues
according to their order of arrival.
● New calls are handled normally. If no agent is available, the call is
connected to the delay message and routed to the appropriate queue.
NOTE: All agents in the new configuration are automatically placed in
the logged out state and must make themselves available to take CMS
calls by touching the Available button.
[ F2 ] Save Config. Use this function key to save any changes you made in the
current configuration.
If you don’t save the changes, they will be lost when
you stop managing calls with that configuration. You can save the edited
configuration under a previously unused configuration number or store it in
place of another configuration.
Prompt:
SAVE CONFIGURATION: Into Config #: _
Action:
1 Press
[ F8 ] (labeled “Enter Data”) to save the edited
configuration under the same configuration name and number
as the original (in other words, to replace the original with the
edited copy).
or
Enter an unused configuration number and press
[ F8 ] (labeled
“Enter Data”) to save the edited configuration under a
different configuration number.
2 A second prompt appears:
SAVE CONFIGURATION: Replace Contents of Config # X -
NAME? (Y/N): _"
Type y to confirm your request or n to deny it. Press [ F8 ]
(labeled “Enter Data”).
Dynamic Reconfiguration
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