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CONFERENCING A CALL
USING THE MANUAL
SIGNALING AND AUTO
INTERCOM FEATURES
If there is someone whom the agent often needs to call (for example, when
the agent needs to call you for assistance), the agent can program an Auto
Intercom button for the person.
When the agent needs to call the person, he
or she can just touch that person’s Auto Intercom button.
If an agent is using a digital voice terminal, he or she can place both ringing
and announced intercom calls, but can receive only ringing intercom calls.
To
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3
To
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2
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place ringing intercom calls, the agent must:
Touch Intercom-Ring,
Lift the handset.
Dial the intercom number.
place announced intercom
Touch Intercom-Voice
Lift the handset.
Dial the intercom number.
calls, the agent must:
Listen for a beep, then speak into the handset.
An agent may need to have you or an agent in another split assist in a CMS
call. One way of doing this is to ask you or the other agent to join the call in
progress.
To establish the conference call, the agent must:
1 Touch Hold to put the current call on hold.
The green light next to the held call’s line button flushes rapidly.
2 Touch Intercom-Ring or Intercom-Voice.
3 Dial the intercom number of the person to be added.
4 Announce the call, if appropriate.
5 Touch Conference.
6 Touch the line button for the call on hold.
To disconnect a person in a conference call, the agent must:
1 Touch Drop.
2 Touch the button of the line to be disconnected.
If agents needs a quick way of contacting you for help or calling another split
for information, they can program either a Manual Signaling or an Auto
Intercom button for you or another person’s intercom number.
NOTE: An agent cannot have both types of buttons for the same
person.
Manual Signaling Buttons
When the agent needs to signal you or someone else in the MERLIN II
system, he or she can use a Manual Signaling button. You or other person
hears a beep and sees the light flashing next to the Auto Intercom button of
the agent who is calling. You and the agents in your CMS should have a
prearranged meaning for the signal such as “Please pick up on this call.
6-16 Using MERLIN II System Features with CMS