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ADMINISTER A SPLIT
EXCEPTION
To administer a split exception, follow these steps:
1 Press the function key for that exception and refer to the description and
instructions that follow this list. The exception message that appears
when an exception threshold is met or exceeded is also listed. A typical
example is
❈❈❈
Split X - # Calls Waiting > = XX
If you need more detailed instructions on administering exceptions, see
the information in “Administering Exceptions” under the heading,
“Instructions for Selecting Exceptions,” earlier in this section.
2 Press a function key to administer another split exception or press
[ F8 ]
(labeled “Admin Exceptns”) to return to the Administer Exceptions screen
when you are finished.
[ F1 ] Abandon Calls (Number of Abandoned Calls). When a caller hangs up
before speaking to an agent, the call is considered an abandoned call. If you
turn on this exception, CMS notifies you whenever the number of abandoned
calls in an hour reaches or exceeds the threshold you set.
Prompt:
# ABANDON CALLS: ON/OFF?
Split 1:
2:
3:
4:
5:
6:
Action: 1 Type on or off to turn this exception on or off. Press
[ F6 ] (labeled “Next Field”) to keep the current value.
2 If you want to enter threshold values, enter a number 1
through 99 for each split. If you do not want to activate
this exception for a particular split, type a hyphen.
3 Press
[ F8 ] (labeled “Enter Data”) after the last field.
Exception:
❈❈❈
Split X-
# Abandoned Calls > = XX
[ F2
] Calls Waiting (Number of Calls Waiting). The calls waiting exception
refers to the number of calls on hold and waiting to be connected to agents,
as well as calls in the main split that are eligible for intraflow to the secondary
split. If you turn on this exception, CMS notifies you when the number of
calls waiting in a split meets or exceeds the threshold you set for that split.
The maximum number of calls that can be waiting for a split is equal to the
number of lines assigned to that split.
You can assign an external alert to this
exception.
Prompt:
# CALLS WAITING: ON/OFF?
(#/a)1:_/_2:_/_3:_/_4:_/_
5:_/_6:_/_
Action: 1 Type on or off . Press [ F6 ] (labeled “Next Field”) to keep
the current value.
2 If you want to enter threshold values, enter numbers
(before the slash) that are less than or equal to the number
of lines assigned to each split (l-99). If you do not want to
activate this exception for a particular split, type a hyphen.
Selecting Exceptions 4-41