Task: administering your call center
CentreVu CMS Administration
Adding, deleting, or changing VDN call profiles
7-21
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3
Choose from the following:
•
To add a VDN call profile, complete all fields and select Add on
the Actions menu.
•
To copy an existing VDN call profile to a VDN that does not yet
have a profile, select Find one on the Actions menu to display the
profile you want to copy. Then change the VDNs listed in the
VDN(s) field to the VDNs you want and select Add on the
Actions menu.
•
To delete a VDN call profile, complete the VDN(s) field and
select Delete on the Actions menu.
•
To change a VDN call profile, select Find one on the Actions
menu to display a profile. Then change the field values and select
Modify on the Actions menu.
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4
In the VDN(s) field, type the VDN numbers or names (these must first
be assigned in the Dictionary) whose profile you want to add, delete,
change, or copy; or select the number or names from the drop-down list;
or click the Browse button. To see which VDNs are assigned to vectors,
clear the input fields on the VDN Assignments window and select List
all on the Actions menu.
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5
In the Acceptable service level field, type the number of seconds for the
maximum acceptable time for incoming calls to the VDN to wait before
connecting to an agent.
Calls answered within the service level, abandoned within the service
level, and outflowed within the service level are recorded in the
CentreVu
CMS database. The number of seconds can be from one to
3,600 (the maximum number of seconds in an hour-long intrahour
interval).
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6
In the Inc 1 field, type a number of seconds from one to 3,600 for the
lowest service level increment. This number is the top of the range of
seconds.
Summary of Contents for CentreVu CMS Administration
Page 1: ...585 210 910 Comcode 108501743 Issue 1 November 1999 CentreVu CMS Administration...
Page 12: ...About this information product CentreVu CMS Administration xii...
Page 148: ...Task automating your activities with scripting CentreVu CMS Administration Task reference 5 16...
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