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PROBLEM: Agents continue to receive CMS calls after touching the
ACW button to indicate they are unavailable for CMS calls.
Possible cause
The agents are touching the
ACW button after they hang
up.
Corrective action
Remind the agents to touch the ACW
button before they hang up.
PROBLEM: An agent’s voice terminal rings when the call is for another
agent, or it rings once and stops.
Possible cause
The agent has one or more
CMS lines (or line pools) set to
ring.
Corrective action
Remind the agent to set all CMS lines
(or line pools) not to ring. Refer the
agent to the information on line ringing
options under the heading “Using
MERLIN II System Features with CMS”
in Section 6, “Handling CMS Calls.”
PROBLEM: While on one CMS call, an agent receives another CMS call.
Possible cause
The agent put the first call on
hold and hung up the handset.
The agent has one or more
CMS lines (or line pools) set to
ring.
Corrective action
Remind the agent to lay the handset on
the desk after putting a call on hold.
Hanging up while the light next to the
Available button is on signals CMS that
the agent is available for CMS calls.
Remind the agent to set all CMS lines
(or line pools) not to ring. Refer the
agent to the information on line ringing
options under the heading “Using
MERLIN II System Features with CMS”
in Section 6, “Handling CMS Calls.”
9-20 Agent Problems