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Managing Calls if CMS is Disabled
If CMS becomes disabled, you and your agents must answer and distribute
calls using MERLIN II system features until the problem is solved and CMS
resumes managing calls.
The following information assumes that you (the supervisor) will act as the
administrator/attendant for your CMS lines until CMS is running again. If
you designate someone else to be the administrator/attendant, give these
pages to that person.
WHAT YOU SHOULD HAVE To properly monitor CMS calls and act as attendant when necessary, you
should have a MERLIN II System Display Console,
Your voice terminal must be plugged into one of the attendant jacks on the
MERLIN II system control unit. The attendant jacks are the ones marked
“ATT” on the “Station Jacks” section of your MERLIN II system Master
Planning Form.
If you can’t find the Master Planning Form, see the
information under the heading “Attendant Positions” in “Complete the
System Configuration Form” in
Section 2, “Planning the System,” of the MERLIN II Communications System
with Feature Module 2 lnstallation and Administration Manual.
Your voice terminal must also be designated an attendant console. This
requires a MERLIN II system administration procedure described under the
heading “Designate Attendant Positions” in “Step 3: Perform Basic
Administration” in Section 4, “Administering the System,” of the MERLIN II
Communications System with Feature Module 2 Installation and Administration
Manual.
If all the attendant jacks in the control unit are already occupied, unplug the
cord from either the CU 1 jack or the CU 2 jack on the CMS card at the back
of the PC, and plug it into the jack labeled Line on the bottom of your voice
terminal. This automatically makes your voice terminal an attendant console
with a button with lights for each CMS line and agent.
WHAT YOU SHOULD
KNOW
First, you have to know how your MERLIN II system is configured. This
information is found on the MERLIN II System Configuration Form and the
Master Planning Form. If you have difficulty finding the information you
need, ask the MERLIN II system administrator for help.
You and your agents also need to know the meaning of the lights next to the
buttons on your voice terminals. See the information on voice terminal lights
under the heading “Using MERLIN II System Features with CMS” in
Section 6, “Handling CMS Calls.”
WHAT YOU SHOULD DO
The CMS lines in your MERLIN II system are set either to square, to pooled
with button access to line pools, or to pooled with dial access to line pools.
What you do to manage calls differs somewhat depending on how your
system is configured. If you don’t know how the lines in your system are
configured, see your MERLIN II System Configuration Form or ask the
system administrator.
Then go to the procedure below that pertains to your
system.
NOTE: If your system has Automatic Route Selection (ARS), go to
“Pooled System: Dial Access.”
9-22 Managing Calls if CMS is Disabled