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Troubleshooting
PROBLEM: Agents stationed close to each other have trouble determining
whose telephone is ringing.
Possible Cause
The agents' telephones
have the same ringing pat-
tern.
PROBLEM: Agents have trouble locating calls they have put on hold.
Possible Cause
The agents don't know
that the green light next to
a call they put on hold
flashes more rapidly than
the green light next to
someone else's call.
PROBLEM: Agents sometimes find the light next to the Available button
has gone off even though they did not press either the Available button or the
ACW button.
Possible Cause
CMS sent a call to the
agent's telephone
(perhaps when the agent
was away from the desk)
and it went unanswered.
Other Problems
9-24
Corrective Action
Remind the agents to personalize the ringing
on their telephones as described under "Using
MERLIN LEGEND with CMS" in Chapter 5 of
the CMS Supervisor's Guide.
Corrective Action
Tell agents how telephone lights work, as
described under "Using MERLIN LEGEND
Features with CMS" in Chapter 5 of the CMS
Supervisor's Guide.
Corrective Action
Remind the agents that any time CMS sends a
call to a telephone and it goes unanswered,
the light next to the Available button on that
telephone goes off and CMS puts the agent in
the logged out state.
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