AT&T MERLIN II Feature Module 2 Planning Manual 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' Station Configuration Forms
accordingly.
Cover Buttons
Two CMS options that require Cover buttons are All-Ring operation and
Transfer-to-Split.
All-Ring: Check your CMS Agent Splits Planning Form to see whether any
of your agent splits will have All-Ring operation. Agents in an All-Ring split
need a Cover button to pick up calls CMS sends to the "ghost" agent in the
split.
No more than six agents in a split can have a Cover button for
NOTE:
the ghost agent. If you have an All-Ring split with more than six
agents, the remaining agents will have to use the MERLIN II system
Call Pickup feature to pick up calls that come in to the ghost agent.
See the entry for Call Pickup in Section 2, "Reference," in the
MERLIN II System Manual for more information about this feature.
Label a Cover button on the Station Configuration Form for each agent in a
split that will be set for All-Ring operation. The label might read "Cover"
plus the name of the split. Also, write "R" on the line to the left of the
button in order to indicate that you want CMS calls coming into the split to
ring immediately.
Check your CMS Agent Splits Planning Form to see
Transfer-to-Split:
whether any of your agent splits will be set to answer calls transferred into
the split using the Transfer-to-Split feature. Calls transferred into a split with
this feature are actually transferred to a "ghost" agent's intercom number.
The "real" agents in the split use a Cover button to answer the transferred
calls .
No more than six agents can have a Cover button for the
NOTE:
ghost agent in a split. If you have a split with the Transfer-to-Split
feature and more than six agents, the remaining agents will have to
use the MERLIN II system Call Pickup feature to pick up calls that are
transferred into the split. See the entry for Call Pickup in Section 2,
"Reference, " in the MERLIN II System Manual for more information
about this feature.
Label a Cover button on the Station Configuration Form for each agent in a
split that will receive transferred calls through Transfer-to-Split. The button
might read "Personal Travel" for agents in Bon Voyage Travel's Personal
Travel split. Also, write "R" on the line to the left of the button in order to
indicate that you want CMS calls transferred into the split by another agent to
ring immediately.
Planning Your MERLIN II System: Part Two 29