Download AT&T Call Management System User`s guide

From the Configuration screen you can perform the types of reconfiguration
described below or select other screens. Each of these topics is described in
detail later in this section.
• Reconfiguring Splits
Press [F1] (labeled “Splits”) to reach the Configure Splits screen. Through
this screen you can add, move, or remove the agents in splits. You can
also change the ID of a split.
• Changing Answer Delay or Force Delay
Press [F2] (labeled “Ans/Fore Delay”) to display the Configure Delay
screen. Through this screen, you can change the number of seconds calls
to a line group ring before CMS answers them and connects them to a
delay message if no agents are available to answer the calls (the Answer
Delay). You can use the Force Delay option to indicate if you want all
callers to a line group to hear a delay message before being transferred to
agents.
• Reconfiguring Call Flow
Press [F3] (labeled “Call Flow”) to reach the Configure Call Flow screen.
Through this screen you can reassign splits to line groups, change
Intraflow Thresholds, and turn intraflow on or off.
• Using the Configuration List
Press [F7] (labeled "Config List") to reach the list of stored shift
configurations. With this screen, you can select a different configuration
for call management, save your changes either in the current configuration
or in another configuration, rename a configuration, or select a startup
configuration.
You can also reach the status screens from the Configuration screen.
Once you are familiar with dynamic reconfiguration, you can use the “Quick
Reference Guide to Dynamic Reconfiguration,” later in this section. TO see
how the CMS Supervisor at Bon Voyage Travel uses dynamic reconfiguration
during a typical day, see “Day-to-Day Operation of CMS", later in this
section.
Dynamic Reconfiguration 5-35