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need help.”
An agent can also use the Manual Signaling button for placing
an intercom call.
If an agent programs this feature on a button with lights, the green light next
to the button goes on when you or the other person uses his or her voice
terminal.
To
1
To
1
2
3
signal someone in the MERLIN II system:
If the agent has a call in progress, he or she can just touch the Manual
Signaling button for you or the other person.
If the agent is not on a call, he or she does not need to lift the handset.
The agent can just touch the Manual Signaling button for the person he
she wants to signal.
place an intercom call using a Manual Signaling button, the agent must:
Touch Intercom-Ring or Intercom-Voice.
Lift the handset.
Touch the Manual Signaling button for the person to be contacted.
Auto Intercom Buttons
If an agent does not need the Manual Signaling feature to signal you,
program an Auto Intercom button instead. An agent can use an Auto
Intercom button to call you for assistance, call another split, or transfer
to another split or to a co-worker.
a call
or
NOTE: You cannot have both a Manual Signaling button and an Auto
Intercom button for the same person.
The agent can place an intercom call with or without a call in progress.
With a Call in Progress If the agent has a call in progress, he or she can
still call you for help. To do so, he or she must do the following:
1 Without hanging up, touch Hold to put the current call on hold.
The green light next to the held call's line button flashes rapidly.
2 Touch Intercom-Ring or Intercom-Voice.
3 Touch the Auto Intercom button for the person to be contacted.
or
Touch the person’s Manual Signaling button.
4 Discuss the call.
5 When the agent wants to return to the call on hold, he or she would
touch the line button of the held call.
Without a Call in Progress
An agent can place either a ringing or an
announced intercom call to another person in the MERLIN II system.
To place a ringing intercom call with an Auto Intercom button:
1 If the red light next to Intercom-Voice is on, touch Intercom-Ring.
2 Without lifting the handset, touch the Auto Intercom button for the
intercom number the agent wants to dial.
The agent’s voice terminal speaker goes on and he or she hears ringing.
Using MERLIN II System Features with CMS
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