Table of Contents
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MERLIN LEGEND system features
using with CMS, 5-22 to 5-29
WARNING, 5-22
MERLIN LEGEND system manager
responsibilities, 1-2
Message Status button, 5-7
Monitoring call management, 6-11 to 6-30
Move Agent, 3-11, 6-36
Multiple view only monitors, 6-30
N
New Agent, 3-12 to 3-13
New Agent, 6-37
Night Service, 6-51 to 6-54
change to, 6-52 to 6-53
Notify, 5-24
O
Oldest Call
setting exception, 4-20
Options and Exceptions
map of screens, 4-2
Options
changing, 4-3 to 4-9
P
Placing calls
extension, 5-16 to 5-17
outside, 5-15
Print Split Report screen, 7-30
Programming codes, 5-33 to 5-34
Reconfiguring call flow
6-42 to 6-46,
Reconfiguring splits
6-34 to 6-38,
Refused call
setting exception, 4-17
Related documents, xiv
Remove Agent, 3-10, 6-35
Removing agents
from directory, 3-16
Rename Configuration, 6-50
Replace agent, 3-11 to 3-12, 6-37
Report Menu, 7-29
Reports
Agent Split Summary, 7-5 to 7-9
Events Log, 7-26 to 7-28
how to generate, 7-28 to 7-34
Line Group, 7-18 to 7-25
Split, 7-5 to 7-17
Responsibilities
supervisor's, 1-2 to 1-3
Restoring Data, 8-1
Restoring historical data files, 8-8
Restoring shift configurations, 3-35 to 3-36
Resuming data collection, 8-9
Ringing options, 5-28 to 5-29
Ringing
personalized, 5-29
Save Configuration, 6-49
Saving historical data files, 8-5
Saving system tables file, 8-4
Screen layouts, 2-5 to 2-7
messages
Screen
generating reports, 7-33
IN-5
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