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3 When the other person answers, the agent can lift the handset.
To place an announced intercom call with an Auto Intercom button:
1 If the red light next to it is not already on, touch Intercom-Voice.
2 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 a beep.
3 The agent can lift the handset and begin speaking.
When a person leaves a call on hold for more than a minute, the voice
terminal rings as a reminder.
TRANSFERRING CALLS
After answering a CMS call, the agent may need to transfer the call to
another split or to another person in the MERLIN II system. An agent can
transfer a call with or without a voice announcement.
Transferring Calls to Another Split
In order to transfer a call to another split, the agent needs to know the
intercom number of the “ghost” voice terminal that you have assigned to the
split.
See “A Note on Ghost Voice Terminals.”
If an agent needs to transfer a call to another split, he or she must:
1 Touch Transfer.
2 Touch the Auto Intercom button or dial the intercom number of the
“ghost” voice terminal assigned to the split to which the call is to be
transferred.
The transferred call rings at all the voice terminals that have a Cover button for the
“ghost” voice terminal.
NOTE: If the MERLIN II system administrator has set the system for
One-Touch Transfer, a person can merely touch the Auto Intercom button
of the person or split to which the call is to be transferred. The person
transferring the call does not need to touch Transfer beforehand.
Transferring Calls to a Person in the MERLIN II System
When an agent needs to transfer a call to you, another agent, or a person in
the MERLIN II system, he or she must:
1 Touch Transfer.
2 Touch the Auto Intercom button or dial the intercom number of the
person to whom the call is being transferred.
NOTE: If the system administrator has set the system for One-Touch
Transfer, a person can merely touch the Auto Intercom button of the
person or split to which the call is to be transferred. The person
transferring the call does not need to touch Transfer beforehand.
If the agent has a Manual Signaling button for the person, he or she can
touch Intercom-Ring and then touch the Manual Signaling button.
6-18 Using MERLIN II System Features with CMS