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Editing a Shift Configuration
BUILD OR EDIT A SHIFT
CONFIGURATION
This section describes how to build a new shift configuration or change an
existing one. Your CMS will not manage calls while you are using these
procedures.
To edit an active shift configuration, follow the instructions in
“Dynamic Reconfiguration” in Section 5.
Building a shift configuration involves these activities:
● Assigning agents to splits
● Administering call flow (assigning main and secondary splits,
administering intraflow, and if you want, designating All-Ring operation
for some splits)
● Administering line group options: Answer Delay (the number of seconds
a call rings before CMS answers it), Force Delay (forces all calls in the line
group to hear the entire recorded message before being connected to an
agent), and Auto ACW (the number of seconds after a completed call that
an agent is automatically in the after-call-work state)
Before you can create or change a shift configuration, you have to identify
your lines and line groups using the procedures under the heading
“Administering Lines and Line Groups” later in this section of the manual.
Turn to those instructions now if you have not already completed that part of
administration.
Refer to the CMS Agent Split Planning Form you created in the MERLIN
Communications System Planning Guide for the (Call Management System to see
how you planned to assign your splits to your line groups.
To build or edit a shift configuration follow these steps:
1 Press
[ F1 ] (labeled “Select Config” ) on the Stored Shift Configurations
screen.
2 Respond to the prompt
SELECT CONFIGURATION: Config #: _
by entering a configuration number 1 through 6.
3 Press
[ F8 ] (labeled “Enter Data“).
The Configuration screen appears with the shift configuration you
selected. The example that follows shows how the Configuration screen
looks when a configuration that has already been built is selected.
Building or Editing Shift Configurations 4-7