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The Administator/Supervisor's Responsibilities
The MERLIN II system administrator is responsible for establishing certain
systemwide options and features, such as setting the system for square or
pooled lines, assigning the lines that a voice terminal can access, or storing
System Speed Dial codes in the MERLIN II system. In many systems the
administrator may also be given the responsibilities of the CMS super-visor; in
other systems the two roles will be assigned to different people. If the latter
is the case, the MERLIN II system administrator and the CMS supervisor
must work closely together in defining the needs of both the MERLIN II
system and CMS and making decisions about how the MERLIN II system and
CMS will work together.
The CMS shift supervisor has many responsibilities, all of which are described
in this manual. Typically, the role of the CMS supervisor involves:
Creating shift configurations of line groups and agent splits (See Section 4,
“Administering CMS.”)
Monitoring line status, split status, call traffic, and system problems
during call management (See “Monitoring Call Management” and
“Dynamic Reconfiguration” in this section.)
Helping agents understand the MERLIN II system features that they
to handle CMS calls (See Section 6, “Handling CMS Calls.”)
Generating reports (See Section 7, “Generating Reports.”)
use
Using system status information and the Management Information System
(MIS) data in the CMS reports to maintain efficient call management and
agent productivity (See Section 7, “Generating Reports,” for ongoing data
collection; see Section 8, “Archiving Data,” for storing past CMS data. )
Troubleshooting (See Section 9, “Troubleshooting.”)
better understand the duties of the CMS supervisor, you may also find it
To
helpful to read the description of the supervisor’s role at Bon Voyage Travel,
a hypothetical business, and how he interacts with CMS, (See “A Typical
CMS Application” in Section 2, “Understanding CMS,” and “Day-to-Day
Operation of CMS” in this section.)
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