From the Controller window, navigate to Commands > Exceptions on the menu bar.
CMS Supervisor displays the Exceptions window.
In the ACD field, select the ACD that contains the VDNs for which you want to configure exceptions.
In the Operations list, select VDN Exceptions.
Click OK.
Supervisor displays the VDN Exception Administration window.
In the VDNs field, enter the names or IDs of the VDNs for which the exceptions configuration is to be created.
Do the following for each exception type you want to assign or modify:
Select the Active check box to activate the exception type. When activated, CMS tracks activities for the exception. If the check box is not selected, the exception type is disabled, but if you enter a time limit and threshold, this information is saved so you can activate the exception later.
In the Time Limit field, enter a time limit in seconds. You can enter a value from 0 to 28800 seconds. Depending on the type of exception, this value represents the minimum or maximum amount of time for an activity. If this limit is surpassed, CMS counts this activity and compares it against the Threshold field.
In the Threshold field, enter a value from 0 to 999. This value represents the number of acceptable occurrences for an activity. If you enter 0 in this field, an exception is created the first time the activity occurs.
When all necessary time limits and thresholds have been entered, click Actions > Add from the menu bar.
