Agent Splits Planning Form; Split (Number/Id); Last Name, First Name, And Id; Position - AT&T MERLIN II Feature Module 2 Planning Manual

Agent Splits Planning Form

SPLIT (NUMBER/lD)
LAST NAME, FIRST NAME,
AND ID

POSITION

ALL-RING

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. The following additional information about each of the
columns should help you complete the form.
CMS identifies agent splits by number (1 through 6). You must have at least
one split, and you can have as many as six. You can also use a name, in
addition to a number, to identify a split. The name you enter for a split can
have up to five characters and will be displayed as all capital letters (for
example, "PERS" for the Personal Travel split).
Copy agents' names and IDs exactly as they appear on the Agent Directory
Planning Form.
The "Station Jacks" side of the MERLIN II system Master Planning Form lists
a station jack number (1 through 72) for each CMS agent. For each station
jack there is also a corresponding default intercom number. The station jack
number identifies the physical location of the jack on the MERLIN II system
control unit. The intercom number is assigned by the system when the
control unit is turned on.
Notice that the station jack numbers (1 through 72) do not have a one-to-one
correspondence to MERLIN II system and CMS intercom numbers (10
through 69). For example, an agent shown at station jack 17 on the Master
Planning Form would have the default MERLIN II system intercom number
(and therefore the CMS agent position number) of 26. There is always a
difference of 9 between the jack station number and the default intercom
number.
For CMS, the position is the default intercom number.
All-Ring operation is useful for splits in which agents are frequently away
from their desks (and phones) when CMS routes calls into the split. Each call
rings at all the phones assigned to the split, so the agent closest to a phone
can answer the call. (In normal CMS operation, a call rings at only one
agent's voice terminal. ) In a split with All-Ring operation, CMS sends calls to
a "ghost" agent, and the "real" agents pick up the calls.
Ghost Agent
A ghost agent is a 2-digit MERLIN II system intercom number assigned to no
one. It is a mechanism to allow all idle phones in a line group or split
administered for ALL-Ring operation to ring so that an agent in the vicinity
can go to the nearest phone and answer the call.
Planning Your Call Management System 23