Transferring Calls - AT&T Call Management System Supervizor's Manual

CMS Telephones and Telephone Programming

Transferring Calls

After answering a CMS call, the agent may need to transfer the call to another
split (see page 5-25) or to another person in the MERLIN LEGEND system.
When an agent needs to transfer a call to you, another CMS agent, or a per-
son in the MERLIN LEGEND system, he or she must:
1. Touch [Transfer].
2. Touch the Inside Auto Dial button or dial the extension number of the
person to whom the call is being transferred.
3. Hang up.
If the call is refused (not answered within a specified number of rings)
the call will return to the transferring agent's extension.
NOTE:
If the system administrator has set the system for One-Touch Transfer, a per-
son can merely touch the Inside Auto Dial button of the person or split to
which the call is to be transferred. The person transferring the call does not
need to touch [Transfer] beforehand.
NOTE:
If the agent has a Notify button for the person, he or she can
touch [SA Ring] or [ICOM Ring] and then touch [Notify]. (See page 5-24 for more
about the Notify feature.)
NOTE:
When agents transfer calls, the statistics for that call are no longer accurate.
5-18 Call Handling