AT&T Call Management System Supervizor's Manual page 263

Troubleshooting
PROBLEM: Agents continue receiving CMS calls after touching the ACW but-
ton to indicate they are unavailable for CMS calls.
Possible Cause
The agents are touching
the ACW button after they
hang up.
PROBLEM: An agent's telephone rings when the call is for another agent, or it
rings once and stops.
Possible Cause
The agent has one or
more CMS lines (or line
pools) set to ring.
PROBLEM: While on one CMS call, an agent receives another CMS call.
Possible Cause
The agent put the first call
on hold and hung up the
handset.
The agent has one or
more CMS lines (or line
pools) set to ring.
9-24 Other Problems
Corrective Action
Remind the agents to touch the ACW button
before they hang up.
Corrective Action
Remind the agent to set all CMS lines (or line
pools) not to ring. Instruct agent on line ring-
ing options as described under "Using MER-
LIN LEGEND Features with CMS" in Chapter 5.
Corrective Action
Remind the agent to put the handset on the
desk after putting a call on hold. Hanging up
while the light next to the Available button is on
signals CMS that the agent is available for
CMS calls.
Remind the agent to set all CMS lines (or line
pools) not to ring as described under "Using
MERLIN LEGEND Features with CMS" in
Chapter 5.