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Selecting a Voice Terminal for Your Agents
LINE BUTTONS
Your agents’ voice terminals may need the following types of buttons:
● Line and/or line pool buttons
● Available and after-call-work state buttons
● Auto Intercom and/or Manual Signaling buttoms
● A Cover button for the Transfer-to-Split and All-Ring operation features
The following information briefly describes each of these line and feature
assignments and ways in which your agents can use them. This information
should help you decide the number of but-tons with lights your agents’ voice
terminals will need and, in turn, help you determine the size of the voice
terminal that you should assign to each agent. This part also suggests some
features that help make call management more efficient.
You can use this part of the system manual in a couple different ways:
● If you have already designated on the Voice Terminal Configuration Forms
the lines or lines pools and programmed features that will be assigned to
each voice terminal button (directions for filling out the forms are in the
MERLIN II Communications System Planning Guide for the Call Management
System), you may want to take the forms out now and review them. Then
refer to this part of the system manual when you want to change the
button assignments on an agent’s voice terminal or when you need to
assign lines and features to a new agent’s voice terminal.
● If you have not filled out the Voice Terminal Configuration Forms, read
this part carefully and complete the forms now. Then use this part of the
system manual later to help you change voice terminal feature
assignments or assign lines and features to voice terminals you add to
your CMS.
You and your MERLIN II system administrator have the responsibility of
assigning appropriate lines and/or line pools for each split. Refer to the CMS
planning forms found in the CMS Planning Guide and to the System
Configuration Forms in the MERLIN II System Manual as you perform line
administration.
Your CMS lines can be set for either pooled or square operation. The way in
which you assign lines and/or line pools to your agents’ voice terminals
depends on how your system is set up. The following information will help
you assign lines and/or line pools to your agents’ voice terminals. Read the
suggestions below that pertain to your system.
Pooled System
If your system is configured with line pools, all voice terminals will
automatically have two buttons for the main pool. All calls transferred to
CMS agents arrive on the two main pool buttons. On an analog voice
terminal, these two pool buttons are located above Intercom-Voice. On a
digital voice terminal, the two main pool buttons are located on the top
button in the leftmost column and the second button from the top of the
middle column. See Figures 6-1 and 6-2.
Selecting a Voice Terminal for Your Agents 6-5