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Overview
The Call Management System for the MERLIN II Communications System
with Feature Module 2 is a powerful tool for managing your incoming calls.
With CMS, you can handle calls efficiently, distribute the workload equally
among your agents, and collect data on call traffic and call handling
performance.
This section includes information that is basic to understanding CMS and
using this manual effectively. It is organized as follows:
● Key Concepts explains important CMS terms.
● A Typical CMS Application describes how Bon Voyage Travel, a
hypothetical business, uses CMS to manage its incoming call traffic. This
example reappears elsewhere in this manual and other CMS documents to
illustrate CMS concepts.
● Key Facts and Considerations provides a checklist
important information regarding CMS installation,
operation.
for referencing
administration, and
Overview 2-1