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PROBLEM: Agents stationed close to each other have trouble
determining whose voice terminal is ringing.
Possible cause
Corrective action
The agents’ voice terminals
have the same ringing pattern.
Remind the agents to personalize the
ringing on their voice terminals. Refer
them to the information on personalized
ringing under the heading “Using
MERLIN II Features with CMS” in
Section 6, “Handling CMS Calls.”
PROBLEM: Agents have trouble locating calls they have put on hold.
Possible cause
The agents don’t know that
the green light next to a call
they put on hold flashes more
rapidly than the green light
next to a call someone else
puts on hold.
Corrective action
Refer the agents to the information on
voice terminal lights under the heading
“Using MERLIN II System Features with
CMS” in Section 6, “Handling CMS
Calls.”
PROBLEM: Agents sometimes find the light next to the Available button
has gone off even though they did not press either the Available button
or the ACW button.
Possible cause
CMS sent a call to the agent’s
voice terminal (perhaps when
the agent was away from the
desk) and it went unanswered.
Corrective action
Remind the agents that any time CMS
sends a call to a voice terminal and it
goes unanswered, the light next to the
Available button on that voice terminal
goes off and CMS puts the agent in the
logged out state.
PROBLEM: All CMS agent stations ring part of one ring each time a call
arrives.
Possible cause
Corrective action
Lines not set to No Ring
Set lines to No Ring
Agent Problems
9-21