Transfer-To-Split - AT&T MERLIN II Feature Module 2 Planning Manual

TRANSFER-TO-SPLIT

24 Planning Your Call Management System
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.
It must not be currently assigned to any person or voice terminal in the
MERLIN II system.
The MERLIN II system administrator can help you find intercom numbers
that meet these requirements. To enter the ghost agent for a split on the
Agent Splits Planning Form, do the following:
1 Next to the split's number and ID, write the name of the split in
Name" column (for example, "Support" for the Support Split).
2 Write "Ghost" in the "First Name" column.
3 Write the split's ID in the "ID" column (for example, "SUPPT" ).
4 Write the ghost's 2-digit intercom number in the "Position" column.
5 Put a check in the "All-Ring" column.
Real Agents
When you enter an All-Ring split into the
ghost agent as the only agent in the split.
ones—cover the calls using the MERLIN II system Call Coverage feature, but
they do not appear on CMS screens or in reports as members of the split. To
remind you of this during CMS administration, put parentheses around the
entries for the "real" agents on the form.
Using this option, an agent in one split can transfer a call to another split,
and the call will ring at the voice terminal of every available agent in the split.
This option also requires a "ghost" agent and the MERLIN II system Call
Coverage feature. (See "All-Ring," above.)
On the form, include a "ghost" agent along with the "real" agents in each
split that will have this option. Follow the procedure in "Ghost Agent!' under
the heading "All-Ring" above.
An All-Ring split automatically has the Transfer-to-Split
NOTE:
option. It does not require an additional "ghost" agent to receive calls
transferred into it from other splits.
Now complete your Agent Splits Planning Form. Figure 8 shows a portion of
the Agent Splits Planning Form for Bon Voyage Travel.
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system's memory, you'll enter the
The other agents— the "real"
the "Last