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Transferring Calls with Voice Announcement
An agent can announce a call before transferring it by following this
procedure:
1 Touch Transfer.
2 Touch Intercom-Voice.
3 Touch the Auto Intercom button or dial the intercom number of the
person to whom the call is to be transferred.
If the agent has a Manual Signaling button for the person, he or she can
touch Intercom-Voice and then touch the Manual Signaling button.
4 Announce the call through the handset.
5 Hang up.
USING A COVER BUTTON
To allow agents in other splits to transfer calls, program a Cover button for
the “ghost” voice terminal designated for the split, and set it for immediate
ring. Label the button “Cover” plus the name of the split, such as “Cover
Sales.”
ANSWERING CALLS IN
ALL-RING OPERATION
When an agent transfers a call to another split, the call rings at all the voice
terminals in the split that have a Cover button for the “ghost” voice terminal
assigned to that split. The transferred call rings and the green light next to
the Cover button flashes until an agent picks up the call. If an agent in the
split receiving the transferred call is busy with another call, the light beside
the Cover button on his or her voice terminal flashes and the voice terminal
gives one transfer ring (two rings).
To answer a call transferred from another split the agent should:
1 Lift the handset.
If the agent is on another call and a Transfer-to-Split call comes in, he or she
should:
1 Touch Hold to put the first call on hold.
The green light next to the held call’s line button flashes rapidly.
2 Touch the Cover button to pick up the new call.
3 Touch the held call’s line button to return to the call on hold.
In some offices, agents do not stay by their voice terminals, and thus it is
necessary to have all voice terminals ring when a call comes in. For this.
purpose, you can use the CMS option, All-Ring operation. Up to six voice
terminals in a split can have a programmed All-Ring operation button set for
immediate ring. Label the button with the name of the agent split, such as
“Service”
When a CMS call comes in, all the voice terminals in the split that have an
All-Ring operation button ring and the light beside the button flashes. To
answer one of the ringing voice terminals, the agent must:
1 Lift the handset.
The agent is automatically connected to the incoming call.
The agent can also use the Call Pickup feature to pick up the ringing call.
order to use this feature, the agents can use a dial code or a programmed
Using MERLIN II System Features with CMS
In
Call
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