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AT&T MERLIN II Feature Module 2 Planning Manual

Call management system
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AT&T
MERLIN II
COMMUNICATIONS SYSTEM
Feature Module 2
Call Management System
Planning Guide
®

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Summary of Contents for AT&T MERLIN II Feature Module 2

  • Page 1 AT&T ® MERLIN II COMMUNICATIONS SYSTEM Feature Module 2 Call Management System Planning Guide...
  • Page 2 ©1988 AT&T Issue 1 All Rights Reserved September, 1988 Printed in USA NOTICE The information in this document is subject to change without notice. AT&T assumes no responsibility for any errors that may appear in this document. MERLIN is a registered trademark of AT&T. To order copies of this document, call the AT&T Customer Information Center, 1-800-432-6600 and include the document number 999-504-149 with your order.

  • Page 3: Table Of Contents

    Contents Overview About This Guide The Planning Forms Other CMS Documents Upgrade Information Key Terms and Concepts Key Facts and Considerations System Considerations Supervisor’s Console and Agent Voice Terminals Line Assignments Station Assignments Line Group and Agent Split Considerations External Alerts Other Considerations A Typical CMS Application CMS and Bon Voyage Travel...
  • Page 4 Line Groups Planning Form Line Group (Letter/ID) Button Number (1 through 32) Telephone Number Line Type Priority Agent Directory Planning Form Agent Splits Planning Form Split (Number/ID) Last Name, First Name, and ID Position All-Ring Transfer-to-Split Shift Configuration Planning Form Shift Configuration Number and Name Line Group, ID, and No.

  • Page 5: Overview

    Overview The efficient management of incoming call traffic is a key to the success of your business. That’s why you’ve chosen the Call Management System (CMS) for your MERLIN® II Communications System with Feature Module 2. For CMS, efficient management of incoming calls means: Answering and transferring calls to the right people (agents) quickly.

  • Page 6: The Planning Forms

    Planning Your Call Management System. In this part of the guide you decide how you want your CMS organized and record your decisions on the CMS planning forms at the end of this guide. Then you can use the completed planning forms to get your system up and running quickly on the day it’s installed.

  • Page 7: Upgrade Information

    You are making a new beginning when you install CMS to work with the UPGRADE INFORMATION MERLIN II Communications System with Feature Module 2. Earlier CMS versions are not designed to work with this latest MERLIN II system, nor can their configurations be transferred to the new CMS.

  • Page 8: Key Terms And Concepts

    Key Terms and Concepts The terms listed below appear frequently in this guide and other CMS documents. The paragraphs that follow the list offer explanations of these key concepts. Automatic call distributor (ACD) Line groups Agents Agent splits Shift configurations Main and secondary splits Intraflow Intraflow threshold...
  • Page 9 When call management begins for a shift, the agents in the shift configuration are in the logged out state. CMS neither sends calls to nor keeps statistics on agents who are logged out. Agents have to signal CMS that they are ready to receive calls by becoming available.
  • Page 10 If no agent has become available by the end of the delay message, CMS puts the call on hold. If the system has Music on Hold, the caller hears music. As soon as an agent in the main split becomes available, CMS transfers to that agent the call that has waited the longest in any of the line groups covered by that split.

  • Page 11: Key Facts And Considerations

    Key Facts and Considerations Key facts and considerations concerning proper CMS installation and operation are emphasized throughout this planning guide. For easy reference, they are listed below. This version of CMS is designed to work solely with the MERLIN II SYSTEM Communications System with Feature Module 2.

  • Page 12: Station Assignments

    assigned any block of stations on the STATION ASSIGNMENTS CMS agent stations can be through 69. Keep in mind that only 28 MERLIN II system from 10 at one time. stations can be operational intercom numbers assigned to the MERLIN II CMS uses only the default system (10 through 69).

  • Page 13: A Typical Cms Application

    A Typical CMS Application In this part of the guide you’ll learn about an imaginary travel agency, Bon Voyage Travel, which uses CMS to manage the revenue-producing incoming call traffic for its MERLIN II communications system. Examples based on Bon Voyage Travel are used to explain planning concepts and demonstrate planning decisions in the remaining sections of this guide.

  • Page 14: Bon Voyage Travel'sother Call Traffic

    The Personal Travel split handles calls from customers wanting to plan and book their personal vacations. There are seven agents in this split. Calls come into this split on two line groups: the Public line group and the Special line group. In this example, the Public line group consists of four lines (555-1816, 555-1808, 555-1818, and 555-8515), which are advertised in the Yellow Pages, local newspapers, and national travel magazines.

  • Page 15: Cms And Other Businesses

    Agents and nonagents use lines not assigned to CMS for all outgoing calls and nonrevenue producing incoming calls. This guide focuses on planning CMS and refers to non-CMS components, features, or activities only when they affect CMS planning and operation. Bon Voyage Travel’s line groups and agent splits are typical for a travel CMS AND OTHER BUSINESSES...

  • Page 16: Planning Your Merlin Ii System: Part One

    Planning Your MERLIN II System: Part One MERLIN II SYSTEM CMS and your MERLIN II system have to work together as a single PLANNING FORMS integrated system—you can’t effectively plan one without taking the needs of the other into consideration. This part of the guide helps you plan the integration of CMS and the MERLIN II system.

  • Page 17: Line Assignments And The Voice Announcement Unit

    FIGURE 2 Line Jacks side of Bon Voyage’s Master Planning Form. Master Planning Form Line Jacks Default Default Line Line Line Line Telephone No. or Equipment Jack No. * Telephone No. or Equipment No. * Jack 5 5 5 - 5 0 6 2 555-5184 555-4372 555-1414...
  • Page 18 The PC that runs the CMS program requires two attendant station jacks on the same module— either a 4-Line/8-Analog Voice Terminal (408) Module or an 8-Analog Voice Terminal (008) Module. The first attendant station is the jack nearest the bottom of the module, and the second attendant station is the fifth jack from the bottom of the module.

  • Page 19: System Configuration Form

    Station Jacks side of Bon Voyage’s Master Planning Form. FIGURE 3 Master Planning Form Station Jacks Default Person, Jack Default Person, Jack Station Type Icom Location, Station Type Icom Location, Label FACE or Function Jack (A,D,B) No. Jack (A,D,B) No. Label FACE or Function When you’ve completed the Master Planning form, return to this guide and...

  • Page 20: Line Representation

    LINE REPRESENTATION As you complete this part of the form, keep these points in mind: You (or the MERLIN II system administrator) must choose one of the following ways of configuring and gaining access to the system’s outside telephone lines: Pooled lines with button access to line pools Pooled lines with dial access to line pools Pooled lines with access through Automatic Route Selection (ARS)
  • Page 21 Remember that all CMS agents’ lines should be set to No Ring (see “Ringing Options “ in Section 6, “Handling CMS Calls, ” of the CMS System Manual). Figure 4 shows part of the form filled out for Bon Voyage Travel. FIGURE 4 Bon Voyage Travel’s System Configuration Form.

  • Page 22: Planning Your Call Management System

    Planning Your Call Management System You should now have enough information about CMS and your MERLIN II system to plan your CMS. You can finish planning your MERLIN II system after you’ve planned your CMS. Calls come into CMS over outside telephone lines organized into line groups. CMS distributes these calls to agents organized into agent splits.

  • Page 23: Line Groups Planning Form

    You will avoid many administration problems by keeping track of the button number positions as you assign lines in sequence. Do not try to maintain a one-to-one correspondence IMPORTANT: between the button numbers through 32) on the Line Button Planning Form and the line jack numbers (01 through 56) on the two MERLIN II system forms.

  • Page 24: Line Group (Letter/Id)

    Before you complete the Line Groups Planning Form, do the following. Determine how many departments or predefined groups of agents will need CMS lines. The number of line groups you need depends, in part, on the number of departments or groups of agents requiring CMS lines. All lines whose telephone numbers are published for a particular department or product, or that are part of a hunt group, should belong to the same line group.

  • Page 25: Priority

    PRIORITY Determine which lines should have priority status. If you have lines that should be answered before other lines in a line group, such as 800 numbers that you pay for or a line for special customers, you can assign priority status to those lines.
  • Page 26 A first name can have up to eight letters, numbers, and special characters. An ID can have up to five letters, numbers, and special characters. You can use both capital letters and lowercase letters when you enter agents’ names. For example, the system would store the names entered “anders harry, ”...

  • Page 27: Agent Splits Planning Form

    Agent Splits Planning Form You can have up to six splits handling CMS calls at the same time, and you can assign up to 28 agents to a split. However, no more than 28 agents can be active in CMS at any one time. You should have most of the information you need to complete your Agent Splits Planning Form.

  • Page 28: Transfer-To-Split

    The intercom number you assign to a ghost agent must meet the following requirements: It must be a valid, 2-digit MERLIN II system intercom number (10 through 69). There does not have to be a corresponding station jack physically present on the MERLIN II system control unit. However, if there is a corresponding jack, it must be unoccupied.

  • Page 29: Shift Configuration Planning Form

    FIGURE 8 Bon Voyage Travel’s Agent Splits Planning Form. Agent Splits Planning Form Shift Configuration Planning Form Use the Shift Configuration Planning Form to plan the shift configuration you want CMS to use to manage calls when the system is first installed. You have most of the information you need on your other CMS forms.

  • Page 30: Main Split

    MAIN SPLIT Your Agent Splits Planning Form shows how you’ve organized your agents into splits. As you assign main splits to line groups, remember that: Each line group may have only one main split assigned to it. An agent split may be designated the main split for one, more than one, or all line groups.

  • Page 31: Planning Your Merlin Ii System: Part Two

    Planning Your MERLIN II System: Part Two You can resume planning your MERLIN II system following the instructions in the MERLIN II System Planning Guide. As you come to each new section and planning form, refer back to this guide for information pertaining to CMS.

  • Page 32: Line Assignments To Cms Agents' Voice Terminals

    FIGURE 10 CMS supervisor’s Station Configuration Form. Station Configuration Form Attendant Consoles Intercom No Identification Accessories: Console Model: BIS-34D Console General Purpose Adapter Hearing-lmpaired Handset Headset MERLIN II System. Push -to- Listen Handset Headset Adapter Display Console Voice Terminal Power Supply Hands-Free Unit Supplemental Alert Adapter and Extra-Long Cord...
  • Page 33 Signal Button Each agent should have a button for signaling the CMS supervisor. The button can be either an Auto Intercom button or a Manual Signaling button. For more information, see the entries for Auto Intercom and Manual Signaling in Section 2, “Reference, “ in the MERLIN II System Manual. Choose one and label a button on the agents’...

  • Page 34: Ringing Options For Cms Agents' Voice Terminals

    RINGING OPTIONS FOR You can set any line appearing on a voice terminal to ring immediately, to CMS AGENTS’ VOICE ring after a delay, or not to ring. Keep the following points in mind as you TERMINALS decide on ringing options for the lines on your CMS agents’ voice terminals. CMS Lines and Line Pools All CMS lines and/or line pools that appear on an agent’s voice terminal should be set not to ring (that is, set to No Ring).

  • Page 35: Group Page Form

    FIGURE 11 An agent’s Station Configuration Form. Station Configuration Form Analog Stations and Basic Telephones* (Pooled Systems) Intercom No Identification A c c e s s o r i e s : S t a t i o n M o d e l : Hearing-lmpaired Handset General Purpose Adapter 34-Button (SP-34)
  • Page 36 FIGURE 12 Bon Voyage Travel’s Group Page Form. Group Page Form (Default 882) Group Code (Default 881) Group Code Group lD Group ID Icom No. Name or Location Icom No. Name or Location (Default 884) Group Code (Default 883) Group Code Group ID Group ID Name or Location...

  • Page 37: Cms Planning Forms

    CMS Planning Forms Use the forms in this section to record your decisions about your CMS system. You may want to make photocopies of them and keep the originals in a safe place for possible future use. CMS Planning Forms 33...

  • Page 38: Line Button Planning Form

    Line Button Planning Form Intercom- Voice lntercom- Ring 34 Line Button Planning Form...

  • Page 39: Line Groups Planning Form

    Line Groups Planning Form Telephone Number Line Type Priority ( Line Group (Letter/ID) Button Number (1-32) Line Groups Planning Form 35...

  • Page 40: Agent Directory Planning Form

    Form Agent Directory Planning Last Name Last Name First Name First Name 36 Agent Directory Planning Form...

  • Page 41: Agent Splits Planning Form

    Agent Splits Planning Form All- Transfer- First Name Position Ring ( to-Split ( Split (Number/lD) Last Name CONFIGURATION # Agent Splits Planning Form 37...

  • Page 42: Shift Configuration Planning Form

    Shift Configuration Planning Form Shift Configuration 1 Shift Configuration Line Main Secondary Line No. of M a i n Secondary Group Lines Split Split Group Lines Split Split Shift Configuration Shift Configuration 3 Line No. of M a i n Secondary Line I No.
  • Page 43 999-504-149 ....

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