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Using MERLIN II System Features with CMS
ANSWERING
With a MERLIN II system voice terminal an agent can easily place and answer
both outside and intercom calls, set up a conference call, transfer calls, and
use the Auto Intercom and Manual Signaling features to contact other people
in the MERLIN II system. An agent can also choose a ringing pattern that
helps identify his or her voice terminal when it rings.
If you or your agents need more information about any of the MERLIN II
system features described here, see the MERLIN II System Manual.
CMS CALLS
When a CMS call comes in, the CMS automatically distributes the call to an
available agent in the appropriate split, according to which agent has been
available the longest. If all agents are busy, CMS connects the caller to a
recorded delay message and then puts the call on hold. The caller is
connected to an agent when one becomes free. Agents should be aware that:
● They will receive CMS calls only if the light next to the button labeled
Available is on.
● All lines and/or line pools should be programmed for no ring. (See
“Ringing Options
“ in this section. ) However, when CMS distributes a call
to an available agent, the agent’s voice terminal does ring.
NOTE: Advise agents that even though they may see a light flashing next
to a line button, they should not pick up the handset unless the call is
ringing at their own voice terminal.
To answer a ringing call, the agent merely has to:
1 Lift the handset or switch on the headset.
The agent is automatically connected to the CMS call.
If a CMS agent does not answer a CMS call within several rings (the number
is set by your system administrator), the call returns to CMS. That agent is
placed in the logged out state (the light next to Available goes off), and the
computer statistics show that the agent refused a call. The agent will not
receive any more CMS calls until he or she announces availability again by
touching Available.
When the call is finished,
1 Hang up the handset, or press the switchhook, or switch off the headset.
NOTE: If agents need to complete paperwork connected with a previous
CMS call, they must touch the ACW button before hanging up from the
call.
THE MEANING OF THE
You can check the status of a line by looking at the lights next to the line or
VOICE TERMINAL LIGHTS
line pool button. The following chart will remind you of the meaning of the
lights.
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