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Building or Editing Shift Configurations
A shift configuration is an arrangement of line groups and agent splits for
managing calls. Before CMS can operate, you must build at least one shift
configuration.
You can build as many as six configurations to handle
different calling patterns in your business. If you do not name the
configurations when you begin to build them, the system supplies the default
name of “Configx,” where x is the number of the configuration (1 - 6). We
recommend, however, that you name the configurations so that their identity
is meaningful for your business.
For instance, a business may require these
● Shift 1
● Shift 2
● Night
● Weekend
configurations:
In this example shift 1 and shift 2 configurations are for the two weekday
shifts of agents. The night configuration is for calls after business hours that
are answered at a central answering position, such as a guard’s desk. The
weekend configuration is for weekends and holidays.
NOTE: Night Service mode is different from a night configuration.
During Night Service, CMS connects all incoming calls to a message
and automatically disconnects the calls when the message is over. For
more information, see “Selecting Day or Night Service” in Section 5.
In a shift configuration, splits are assigned to line groups as main splits and
secondary splits.
A main split has primary responsibility for answering calls
for a line group (or line groups). A secondary split answers calls for a line
group only if the main split for that line group has no available agents. This
is called intraflow. (Intraflow is described in more detail in “Administering
Call Flow.”)
In the shift 1 configuration for Bon Voyage Travel, main splits and secondary
splits are assigned like this:
Line group
Public line
group
Special line
group
Charter line
group
Main split
Personal Travel
split
Personal Travel
split
Charter Travel
split
Secondary split
Support split
None
Corporate
Travel split
Corporate line
Corporate
Charter Travel
group Travel split Split
Building or Editing Shift Configurations 4-5