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Bon Voyage Travel
ADMIN CMSIIR2
10:49a 06/13
AGENT SPLITS
LINE GROUP OPTIONS
Agent Agent Num Answer Force Auto
Spilt
Pos ID
Split Pos ID
Group Lines Delay Delay ACW
1 PERS
16 TOM
3 CORP 37 IKE
A PUBLIC 4 5s
On 5s
17 CLIFF 39 TINA B SPECL 3 5s
Off 10s
19 ERNIE
40 DIANA C CHART 6 5s
Off 5s
21 DEB
4 SUPPT
42 RON D CORP 2
5s On 5s
23 BOB
43 NANCY
24 SHERM
5 -
25 WALT
6-
CALL FLOW
2 CHART 27 BEN
Flow All
28 SAM
29 NORM
Splits Intra Spl Thresh Ring
Grp Main Sec Flow 1
10s Off
31 DI
A 1 3 On
2
5s Off
32 CARLA
B 1 3 O n 3
30s Off
33 BJ
C 2 4 On 4
35 MAX
30s Off
D3-
Off 5 30s Off
6
30s Off
Configuration #1 - DAILY
F10 – Help
F Assign
F Flow
F Set
F All-Ring
F Config
1 Splits
2 On/Off
3 Thresh
5 On/Off 7 Screen
HOW INTRAFLOW WORKS This example assumes there are main and secondary splits assigned to the
Iine group and no agent is available in the main split. If an agent becomes
available at any step, CMS immediately transfers the canto that agent.
If a call comes in and no agent is available in the main split, the call is treated
as
1
2
3
4
—
follows:
The call continues to ring for the answer delay interval you have
established.
CMS answers the call and connects it to the voice announcement unit for
a delay message.
The call is put on hold (or connected to Music-on-Hold) and is added to
the waiting calls in the main split.
The call is intraflowed (sent) to an agent in the secondary split if all of the
following conditions are met:
The call is the oldest call eligible for intraflow into the secondary split.
The amount of time the call has waited (that is, from the time the call
started ringing until now) has exceeded the intraflow threshold for the
main split.
There is no available agent in the main split.
There is an available agent in the secondary split.
The oldest waiting call in the secondary split has not waited longer
than the intraflow threshold for the secondary split.
Building or Editing Shift Configurations 4-15