Lucent Technologies CentreVu CMS Administration, User Manual

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Task: administering exceptions CentreVu CMS Administration
Task reference
8-51
can wait in the queue for 20 seconds. An exception occurs if, within an
interval, more than three calls wait in the queue longer than 20 seconds.
Timed occurrence boundaries for Other Timed Exceptions apply to
ACD activity within the last interval. At the beginning of the next
interval, the occurrence count for any timed exception type (except for
agent timed exceptions) is cleared and starts again from zero. However,
since the time limit for a timed exception type can be more than one
hour, the duration of an exception activity is not cleared at the end of
the intrahour interval.
CentreVu
CMS continues to track the time spent
on an exception activity that continues from one interval to the next.
The interval for timed exceptions is the limit for timed exceptions for
occurrences within an interval.
Exceptions count on the status bar
The exceptions count on the status bar shows the current total for both
peg count exceptions and timed exceptions for all ACDs for which you
have exception permissions. The exceptions count is cleared at the end
of each interval. The maximum exception count shown in the status bar
is 9999.