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Overview
When a call comes into CMS, the system looks for an available agent in the
main split assigned to the line group for the call. If agents are available, CMS
routes the call to the agent who has been available the longest. After
answering the call, the agent may need to:
● Transfer calls to another split or agent
● Call another split for information
● Contact the supervisor for help
When the transaction with the customer is completed, the agent may need to
enter the after-call-work state to complete the necessary paperwork associated
with the call.
So that agents can complete all of these CMS duties with a minimum of
problems, it is important that they understand how to use the MERLIN II
system voice terminals and features. In most cases, you, as the CMS
supervisor, will be the person responsible for teaching the agents how to use
the voice terminal and the one whom agents will call if problems arise. This
section will help you understand how you and the agents in your CMS can
use the MERLIN II system voice terminals and features for the most effective
call management.
If the agents in your CMS have questions about handling calls, you may refer
them to this section of the system manual, or you may want to photocopy
this section and share the copies with your agents. Your CMS agents should
also be given a MERLIN II Communications System User’s Card for the Call
Management System.
This section contains the following information about the role of the CMS
agent:
The MERLIN II System Voice Terminal. Describes the types of analog
and digital voice terminals that your agents can use and the arrangement
of line and feature buttons on these voice terminals.
Selecting a Voice Terminal for Your Agents. Helps you determine the
size of voice terminal your agents need by listing the lines and/or line
pools and the features agents usually need.
Programming a Voice Terminal.
Gives the procedure for programming
an agent’s voice terminal.
Announcing Availability for CMS Calls. Describes how agents make
themselves available for CMS calls and enter the after-call-work state and
the logged out state.
Using MERLIN II System Features with CMS. Describes the features that
CMS agents most often use and gives procedures for using each feature.
Overview 6-1