5
If there is no agent available in the secondary split, the call remains
waiting in the main split. The call will be answered by the first available
agent in either the main split or the secondary split (if the secondary
split’s intraflow threshold is not exceeded by another call).
HINT:
If your only consideration in building a shift configuration is to
have every call answered as quickly as possible by any available
agent, you can assign all of your agents to one split and make that
split the main split for all of your line groups.
You cannot have more than 28 agents in a split, If you assign all 28 to
one split, there will be no agents in other splits to receive intraflow
calls. Therefore, there are no secondary splits and you would not
need to administer for intraflow in that shift configuration.
ADMINISTER CALL FLOW
To administer Call Flow or All-Ring, press the key for the task you want to
OR ALL-RING OPERATION
perform:
[ F1 ]
Assign Splits.
Use this function key to assign main splits and secondary
splits to line groups. Initially, all splits are unassigned; you choose which
split answers calls for each line group. If you do not want to assign a
secondary split, leave that field blank. To remove a secondary split already
assigned to the line group, type a hyphen in that field.
Prompt:
ASSIGN SPLITS: Line Group Letter: _ Main Split #: _
Secondary Split #: _
Action:
1
Enter a line group letter (A through D).
2
Enter the number of the main split (1 through 6) that will
answer calls for the line group. (Leaving the field blank leaves
it unchanged, )
3
Enter a secondary split number, or enter a hyphen if you do
not want to assign a secondary split for intraflow. (Leaving
the field blank leaves it unchanged.)
4
Press
[ F8 ]
(labeled “Enter Data”).
[ F2 ]
Flow On/Off.
Use this function key to turn intraflow on or off for a
particular line group. Each line group’s intraflow status appears in the
Intraflow column of the Call Flow area of the screen.
Prompt:
CHANGE INTRAFLOW: Line Group Letter: _
Action:
1
Enter a line group letter (A through D).
2
Press
[ F8 ]
(labeled “Enter Data”). The intraflow designation
for that line group automatically changes from Off to On or
vice versa.
4-16 Building or Editing Shift Configurations
