Filter
Top Products
[ F3 ] Set Thresh. Use this function key to set the intraflow threshold for each
split .
This threshold is based on the number of seconds the oldest call has
been waiting in a split. The initial setting is 30 seconds.
Prompt:
SET INTRAFLOW THRESHOLD: Split #: _ Threshold (seconds):
Action: 1 Enter a split number (1 through 6).
2 Enter the number of seconds from O through 999.
3 Press
[ F8 ] (labeled “Enter Data”).
[ F5 ] AlI-Ring On/Off. All-Ring operation is useful for splits in which agents
are not always near their voice terminals. Each call rings at all the agents’
voice terminals, and an available agent closest to a voice terminal can answer
the call. (In normal CMS operation, a call rings at only one agent’s voice
terminal.)
All-Ring operation is dependent on both your CMS configuration and your
MERLIN II system administration.
To make an All-Ring split, you must
assign a “ghost” agent as the only member of the split. Your MERLIN II
system administrator must give you an unused intercom (position) number
for your “ghost” agent.
Your “real” agents must have Cover buttons on their voice terminals that
correspond to (cover) the “ghost agent’s” intercom number.
The real agents do not need to be assigned to a split. If you do assign them
to a split, they cannot be in the same split as the “ghost” agent. Consult your
CMS Agent Splits Planning Form to see which of your splits, if any, should
be All-Ring.
NOTE: For more information on setting up an All-Ring split, see the
discussion of this topic in “Agent Splits” under the general heading
“Planning Your Call Management System” in the MERLIN
Communications System Planning Guide for the Call Management System.
For more detailed information on how “real” agents use a Cover
button to pick up calls to a “ghost” agent in an All-Ring split, see
“All-Ring Operation” and “Answering Calls in All-Ring Operation” in
Section 6, “Handling CMS Calls,” in this manual.
Building or Editing Shift Configurations
4-17