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Exception
Exception
Threshold
Exception Alert
External
Exception Alert
Force Delay
Initial Setting
Intraflow
Intraflow
Threshold
An indication that a particular performance
threshold for an agent, split, or line group has
been reached or exceeded and an unusual or
undesirable situation may be occurring. Exception
messages appear on the administrator’s PC screen.
The point at which the administrator is to be
notified that an exception has occurred; that is, a
time limit, a certain number of calls on hold, or
other type of threshold has been met or exceeded,
and the administrator must make some
adjustments to bring the exceptions below the set
thresholds.
A signal, either a beep from the supervisor’s PC
or a light from an external alert, to notify the CMS
supervisor that an exception threshold has been
met or exceeded.
A wall-mountable incandescent lamp that lights
up and remains lit while the condition causing the
exception alert is in effect. CMS can have up to
four lamps, which are connected to MERLIN II
system line jacks and administered for exception
thresholds by line button number for agent splits
and line group exceptions.
An answering option that causes callers to hear
the entire delay message before being transferred
to an available agent.
If forced message delay is
off, calls are transferred as soon as an agent
becomes available, even if the message has not
finished.
The factory-set value for a system option which
allows CMS to operate immediately after
installation. The administrator may later improve
system performance by replacing some initial
settings with values more appropriate to the needs
of his or her business.
Automatic transfer of waiting calls from the main
split to the secondary split after a preset number
of seconds. If no agent is available in the main
split, a call that has waited the specified length of
time is intraflowed to an available agent in the
secondary split.
The number of seconds the oldest call waits in the
main split before it is intraflowed (transferred) to
an available agent in the secondary split.
G-4 CMS Terms