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B
Backing up shift configurations, 3-35,
3-34 to 3-35
Barge-In, 5-8
Business name
entering, 4-8
C
Call
Flow Configuration Screen, 3-25
Call
flow, 3-22 to 3-29
reconfiguring, 6-42 to 6-46
Call
Handling, 5-13 to 5-18
Call
Management screens
map, 6-3
monitoring, 6-11 to 6-30
Call
management
startup procedures, 6-3 to 6-7
Calls Waiting
setting exception, 4-19
Change Split ID
procedure, 3-13, 6-38
Changing agent status, 6-10
Clearing agents, 3-29
operation, 1-11
set up, 1-7 to 1-10
CMS calls
answering, 5-14
CMS files and directories
map, 8-3
CMS Main Menu, 6-3
IN-2
CMS reports
glossary of, GL-21 to GL-30
7-4
description of,
CMS status screens
glossary of, GL-10 to GL-20
CMS supervisor responsibilities, 1-2
CMS Telephones and Telephone
Programming, 5-1 to 5-34
CMS terms
glossary of, GL-2 to GL-10
CMS
exiting, 2-12
Main Menu, 2-1
using MERLIN LEGEND system features
with, 5-22 to 5-29
using your PC with, 2-1 to 2-12
Codes
feature programming, 5-33 to 5-34
Completed calls, 6-12
Conference calling, 5-17
Configuration
renaming, 3-32 to 3-33
saving, 3-30 to 3-32
Configuration screen, 6-32
map for, 3-3
Configure Call Flow screen, 6-43
Configure Splits screen, 6-34
Cover button, 5-27
Cumulative Agent Split Summary, 7-8
Cumulative Line Group Report by Day,
7-22 to 7-23
Cumulative Line Group Report By Hour,
7-24 to 7-25
Cumulative report by
printing, 7-31
Cumulative reports
generating, 7-31
to 7-27
day
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