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directly. You (the attendant) must answer all CMS calls and transfer them to
available agents. This requires that you monitor the lights on your voice
terminal very closely.
To manage calls, do the following:
● Have the agents leave their voice terminals set to “No Ring.”
● Answer all incoming calls and transfer them to available agents.
● If no agent is available, ask the caller to wait and place the call on hold.
● When an agent becomes available, transfer the held call to the agent.
If you need additional information on any MERLIN II system feature, see the
entry for that feature in the “Reference” section (Section 2) of the MERLIN II
System Manual.
9-24 Managing Calls if CMS is Disabled