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External exception alerts provide a signal that alerts you to unusual or
undesirable situations affecting splits or line groups. For instance, the All
Lines Busy exception notifies you when all lines in a line group have been
busy more than a certain number of seconds. An alert may be triggered for
any or all of the following exceptions:
● Number of Calls Waiting
● Oldest Call Waiting
● Average Speed of Answer
● All Lines Busy
An alert can be assigned to one or more splits or groups for one or more of
these exceptions.
If a single external alert is assigned to more than one
exception, the alert will be activated as long as at least one exception is
triggered.
Pressing
[ F4 ] (labeled “Assign Alert”) from the Exception Settings screen
selects the Exception Alerts prompt shown below.
Bon Voyage Travel
ADMIN CMSIIRZ 11:29a 06/13
EXCEPTION SETTINGS
Split / Line Group
Exception
On/Off
l/A
2/B
3/C
4/D
5
6
AGENTS
Talk Time >= xxx sec
Off -
- - - - -
After Call Work >= xxx min
Off - -
- - - -
Agent Logout ACW >= xxx min
Off
- - - - - -
Refused Call
Off
SPLITS
# Abandon Calls >= xx
Off
- - - - - -
# Calls Waiting >= xx
Off
3/1
-/-
-/- -/-
-/- -/-
Oldest Call Wait >= xxx sec Off
10s/2
-/-
-/-
-/-
-/-
-/-
Avg Speed Answer >= xxx sec
Off
l0s/3
-/- -/-
-/-
-/-
-/-
LINE GROUPS
All Lines Busy >= xxx sec
Off
5s/4 -/- -/-
-/-
Line Hold Time >= xx min
Off
- - - -
Line Hold Time <= xx sec
Off - - - -
ALERTS
Alert Line Button Numbers
1: 29 2: 30 3: 31 4: 32
ALERT LINE BUTTON NUMBER: 1: 29 2: 30 3: 31 4: 32
F Cancel
F Previous
F Next
F Enter
1 Prompt
5 Field
6 Field 8 Data
Notice the “Alert Line Button Number” prompt near the bottom of the
Exceptions Setting screen. In this example, the first alert number field has
been assigned to line button number 29. Whether an alert is assigned to one
or more exceptions or to one or more lines or splits, an alert must be assigned
to a line button in order to function.
4-34 Selecting Exceptions