AT&T CentreVu CMS Administration Especificaciones Pagina 205
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Task: administering exceptions CentreVu CMS Administration
Administering agent exceptions 8-9
Time on direct
agent call
(maximum)
The maximum number of seconds an agent
spends on a direct agent ACD call.
Number calls in
direct agent queue
(maximum)
The maximum number of direct agent ACD
calls an agent can have waiting in queue.
Time call waited in
direct agent queue
(maximum)
The maximum time any call waits in the direct
agent queue.
Number calls
abandoned from
direct agent queue
(maximum)
The maximum number of direct agent ACD
calls that can leave the direct agent queue by
abandoning before an exception triggers. This
exception cannot trigger more than once within
an interval.
Number calls
outflowed from
direct agent queue
(maximum)
The maximum number of direct agent calls that
outflow from the direct agent queue. This
exception cannot trigger more than once within
an interval.
Time on external
outbound ACW call
(maximum)
The maximum number of seconds an agent
spends on an external outbound call during
after-call work (ACW).
Number of external
outbound ACW
calls/agent
(maximum)
The maximum number of external outbound
calls an agent can make while in after-call
work. This exception cannot trigger more than
once within an interval.
Time on external
outbound AUX
calls (maximum)
The maximum number of seconds an agent
spends on an external outbound call during
auxiliary work
Number external
outbound AUX
calls/agent
(maximum)
The maximum number of external outbound
calls an agent can make during auxiliary work.
This exception cannot trigger more than once
within an interval.
Agent logged out
with active/held
calls
The condition in which an agent has active calls
or calls on hold when the agent logs out.
- CentreVu 1
- CMS Administration 1
- Contents 3
- CentreVu® 5
- Reason for reissue 7
- Conventions used 9
- Typography 10
- How to order this 11
- 1 Task: startup and exit 13
- Adding new servers 1-8 20
- Task reference: general 25
- Task reference: general 1-14 26
- Task reference: switches 30
- Task reference: terminals 31
- Task reference: printers 32
- If you have a problem 34
- Provide information 34
- Default toolbar buttons 42
- Status bar messages 43
- Using the selector windows 46
- Actions menu items 49
- Select this... To do this 49
- Rules for input fields: 50
- Name (synonym) 50
- Field description 50
- Using the input windows 2-15 51
- in the Last input field 53
- Changing agent string values 72
- Field Field contents 93
- ND OF STEPS 100
- Reference 101
- Overview 112
- Running Dictionary reports 121
- Setting up a report page 128
- Task reference 131
- Printing options 132
- Using Save as Script 134
- Error and warning messages 136
- Message Reason Response 136
- Using Save as Script 5-5 137
- Scripting windows and actions 144
- Task reference 5-16 148
- Starting an agent trace 151
- Starting an agent trace 6-4 152
- Starting an agent trace 6-5 153
- Listing agents traced 155
- Prerequisites 157
- DEFINITY 168
- Permissions 198
- Administering VDN exceptions 216
- GLVFRQQHFWYHFWRU command 219
- EXV\command are not 219
- URXWHWR step that routes 225
- 585-215-822 249
- CentreVu Report 249
- Task reference: reports 252
- Assigning user data 255
- Assigning user data 9-6 258
- Reports and timetables 259
- Scripting 259
- Rules for login ID characters 259
- Assigning user data 9-8 260
- Setting up a pseudo-ACD 288
- Loading pseudo-ACD data 292
- Loading pseudo-ACD data 10-13 293
- Loading pseudo-ACD data 10-16 296
- Allocating storage space 305
- Understand implications 310
- VZVHWXS check the 312
- Setting storage intervals 316
- Viewing switch setup data 322
- Viewing ACD status 327
- Viewing ACD status 11-4 328
- Viewing archiving status 331
- Running a maintenance backup 337
- TXLHVFHQW 346
- RXWRIRUGHU 346
- RSHUDWLRQDO 346
- ZDLWLQJVHVVLRQDFFHSW 346
- Administering a printer 347
- Running a restore 350
- Running a restore 11-27 351
- Running a restore 11-29 353
- Forecast manager 357
- Status window open 357
- Reference: full backup 360
- Set up a schedule 362
- Reference: complex backup 363
- Reference: recovery kit 365
- Reference: recovery kit 11-42 366
- Copying a timetable 391
- Adding tasks to a timetable 395
- Copying timetable tasks 398
- Return 400
- \ to delete the tasks 400
- Q not to delete the tasks 400
- Editing a timetable globally 402
- Changing timetable tasks 405
- Creating a shortcut 410
- Copying a shortcut 413
- Editing a shortcut 416
- Adding tasks to a shortcut 417
- Copying shortcut tasks 419
- Changing shortcut tasks 422
- Task Reference 424
- Printing a timetable 425
- Assigning a task 426
- Using Stop 426
- Timetables and permissions 426
- Shortcuts and permissions 428
- Assigning tasks 428
- Glossary 429
- B back up 433
- C calculation 433
- F FBUSY 438
- H historical database 439
- M maintenance 441
- N name (synonym) fields 443
- O only me report 443
- P phantom abandon call timer 443
- R read permission 444
- S screen-labeled key (SLK) 445
- T time format 446
- W weekly data 448
- Numerics 449
- (continued) 451
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