Related Manuals for AT&T MERLIN LEGEND Calling Group
Summary of Contents for AT&T MERLIN LEGEND Calling Group
- Page 1 555-610-130 Issue 1 August 1991 MERLIN LEGEND COMMUNICATIONS SYTEM Calling Group Supervisor’s Guide...
- Page 2 AT&T 555-610-130 © 1991 Copyright AT&T Issue 1 All Rights Reserved August 1991 Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change.
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Page 3: Table Of Contents
Contents About This Book viii Conventions Used to Comment on This Book Calling Group Overview Calling Group Supervisor Telephones BIS-22D Telephone BIS-34D Telephone MERLIN II System Display Console MLX-28D Telephone MLX-20L Telephone with Direct Station Selector (DSS) Buttons on Your Phone Programming Your Phone and Agent Phones 2-17... - Page 4 Contents Calling Group Features Station Hunting Call Queues 3-10 Auto Login and Auto Logout 3-11 Calling Group Message Receiver Calling Group Supervisor Activities Entering and Exiting Supervisor Mode Monitoring Calls in Queue Agent Status Monitoring Changing Agent Status ii Contents...
- Page 5 Contents Calling Group Agent Activities Answering Calling Group Calls Signing In and Out of the Calling Group Using a Headset Calling Group Feature Codes Index/Glossary IG-1 Contents...
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Page 7: Important Safety Instructions
The exclamation point in an equilateral triangle is intended to alert the user to the presence of important operating and maintenance (servicing) instructions in the literature accompanying the product. IMPORTANT SAFETY INSTRUCTIONS Always follow these basic safety precautions when using your telephone equipment. -
Page 8: Save These Instructions
Never push objects of any kind into the telephone through openings or slots. Never spill liquid of any kind on the telephone. Do not use the telephone near a gas leak. If you suspect a gas leak, report it immediately, but use a telephone away from the area in question. -
Page 9: About This Book
About This Book This book tells you how to supervise the use of phones in a department that receives many calls, such as sales, service, marketing, or technical support. It tells you which phones can be used by supervisors and how to program them, and which phones can be used by agents and how to program them. -
Page 10: Conventions Used
About This Book Conventions Used The following typographic conventions are used in this book: Buttons that you program (hand-labeled buttons) are shown in bold italic type with initial capitals: Press Available. Buttons that are programmed at the factory (imprinted buttons) are shown in bold Roman type with initial capitals: Press Transfer. -
Page 11: How To Comment On This Book
About This Book How to Comment on This Book We welcome your feedback on this book. Please use the feedback form on the next page. If the form is missing, send your comments to A. Sherwood, AT&T, 99 Jefferson Road, Rm. -
Page 12: Calling Group Overview
Calling Group Overview A calling group is a team of agents who handle the same kinds of calls. These calls are usually not meant for a particular agent and can be handled by any agent in the group. Your company may have as many as 32 calling groups with up to 20 agents per group. - Page 13 Calling Group Overview Both inside and outside calls can come in to a calling group. Inside callers can reach the calling group on a single extension. Outside callers dial a special published phone number that bypasses the system operator and connects directly to an available agent.
- Page 14 Calling Group Overview Note: If you use equipment that rebroadcasts music or other copyrighted materials, you may be required to obtain a copyright license from and pay license fees to a third party such as the American Society of Composers, Artists, and Producers (ASCAP) or Broadcast Music Incorporated (BMI).
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Page 15: Calling Group Supervisor Telephones
Calling Group Supervisor Telephones The phones that can be used to supervise calling groups are shown on the next few pages. These phones are Analog multiline telephones BIS-22 phone with or without display BIS-34 phone with or without display MERLIN® II System Display Console with built-in direct station selector (DSS) Digital/ISDN (MLX) telephones MLX-28D™... -
Page 16: Bis-22D Telephone
Calling Group Supervisor Telephones BIS-22D Telephone 2-2 BIS-22D Telephone... -
Page 17: Bis-34D Telephone
Calling Group Supervisor Telephones BIS-34D Telephone BIS-34D Telephone 2-3... -
Page 18: Merlin Ii System Display Console
Calling Group Supervisor Telephones MERLIN II System Display Console 2-4 MERLIN II System Display Console... -
Page 19: Mlx-28D Telephone
Calling Group Supervisor Telephones MLX-28D Telephone MLX-28D Telephone 2-5... -
Page 20: Mlx-20L Telephone With Direct Station Selector (Dss)
Calling Group Supervisor Telephones MLX-20L Telephone with Direct Station Selector (DSS) with Direct Station Selector (DSS) MLX-20L Telephone... -
Page 21: Buttons On Your Phone
Calling Group Supervisor Telephones Buttons on Your Phone On any of the calling group supervisor phones, you need the same buttons to use the calling group features. Some of these buttons are on all the phones, others you need to program. typical button layout for a calling The next two figures show a MLX-20L phone and then on a... - Page 22 Calling Group Supervisor Telephones Supervisor Buttons on a BIS-22D Telephone on Your Phone 2-8 Buttons...
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Page 23: Line Buttons
Calling Group Supervisor Telephones Line Buttons The 20 or more buttons in the center of your phone are line buttons (they connect you to lines in the system). The number of line buttons depends on the kind of phone you have—20 on the MLX-20L phone, 22 on the BIS-22 and BIS-22D phones, 28 on the MLX-28D phone, or 34 on the BIS-34 and BIS-34D phones. - Page 24 Calling Group Supervisor Telephones Phones with SA Buttons SA Ring. Use make and receive both inside this button to and outside calls, including calls to the calling group. Dial only the extension to make an inside ringing call; dial a dial-out code (usually a 9) before the phone number to make an outside call.
- Page 25 CalIing Group Supervisor Telephones SA Originate Only. Use this button only to make inside and outside calls; you will not receive calls on it. To make an dial-out code (usually a 9) before the outside call, dial a phone number. Shared SA.
- Page 26 Calling Group Supervisor Telephones Phones with ICOM Buttons ICOM Ring. Use this button to make ringing inside calls. You can receive inside calls, calls to the calling group, and outside calls transferred to you on this button; however, you cannot make outside calls on it. ICOM Voice.
- Page 27 Calling Group Supervisor Telephones ICOM Originate Only. only to make inside Use this button calls; you will not receive calls on it. 555-1234. Use any button labeled with a phone number to make or receive outside caIls only. It is a direct outside line to your phone, like your phone at home.
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Page 28: Feature Button
Calling Group Supervisor Telephones Feature Button The Feature button on your phone is for using and programming your phone’s features, including calling group features. If you have an MLX phone, this button is an If you have an analog multiline imprinted, dedicated button. - Page 29 Calling Group Supervisor Telephones You program and use calling group feature buttons for calling group supervisor activities (see Chapter Agent Buttons. Each agent’s extension in the calling group requires a button on your phone or, if you have one, on your DSS. (The DSS is an adjunct to the MLX display phones or is built into the MERLIN II System Display Console.) You can label the buttons with the agent’s name or extension and monitor agent availability (status) by...
- Page 30 Calling Group Supervisor Telephones Calls-in-Queue Alarm Button. This button is programmed with the extension number for the calling group so you can monitor the queue for that group. You need one Calls-in-Queue Alarm button for each calling group you supervise. When the number of calls in the queue reaches a programmed limit, the light next to the button goes on and remains on until the number drops below the limit.
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Page 31: Programming Your Phone And Agent Phones
Calling Group Supervisor Telephones Programming Your Phone and Agent Phones Your phone and your agents’ phones may or may not already be programmed with calling group buttons. The following pages tell you how to program Agent buttons, Calls-in-Queue AIarm buttons, Available and Unavailable agent status buttons, and for analog multiline phones, Feature buttons. - Page 32 Calling Group Supervisor Telephones To Program Agent Buttons on Supervisor MLX Display Phones Label button to be programmed with agent’s name or extension. Press Menu. Select Ext Program[Prog]. If this feature is not displayed, press More. Select Start. Press button labeled with agent’s name or extension. Select ListFeature[List].
- Page 33 Calling Group Supervisor Telephones To Program Agent Status Buttons on Supervisor MLX Display Phones Label buttons to be programmed as Available and Unavailable. Press Menu. Select Ext Program[Prog]. If this feature is not displayed, press More. Select Start. Press button labeled Available or Unavailable. Select ListFeature[List].
- Page 34 Calling Group Supervisor Telephones To Program Available Buttons on Agent MLX Display Phones Label button to be programmed as Available. Press Menu. Select Ext Program[Prog]. If this feature is not displayed, press More. Select Start. Press button labeled Available. Select ListFeature[List]. Select ES Status[ES].
- Page 35 Calling Group Supervisor Telephones To Program a Calls-in-Queue Alarm Button on Supervisor and Agent MLX Display Phones Label button to be programmed with Calls-in-Queue Alarm (name of calling group), for example, Sales. Press Menu. Select Ext Program[Prog]. If this feature is not displayed, press More. Select Start.
- Page 36 Calling Group Supervisor Telephones To Program a Calls-in-Queue Alarm Button on Supervisor and Agent Analog Multiline Phones Label button to be programmed with Calls-in-Queue Alarm (name of calling group), for example, Sales. Slide T/P switch to P. Press button labeled with Calls-in-Queue Alarm (name of calling group).
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Page 37: Calling Group Features
Calling Group Features The following table summarizes the features that your company can program for a calling group. Features are described in greater detail following the table. Ask your system manager which features your calling group has. Feature Description Distributes calls to agents in either a Station Hunting circular or a linear order. - Page 38 Calling Group Features Description Feature Alerts supervisors and agents that the Calls-in-Queue programmed limit of calls in queue has Alarm been reached or exceeded. Sends calls to a designated calling Overflow group or QCC operator when the Coverage programmed limit of calls in queue is reached.
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Page 39: Station Hunting
Calling Group Features Station Hunting Station hunting distributes calls to the agents in a calling group. Each agent is assigned a position within the calling group—for example, the first agent phone is assigned position 01; the second agent phone is assigned position 02; and so on. - Page 40 Calling Group Features There are two kinds of station hunting that your company can program to distribute calls within a calling group: Circular. Distributes calls to agents in sequential order. This method is the most common and is used when all agents have the same responsibilities for handling calls.
- Page 41 Calling Group Features For example, if agent position 02 accepted the last call, the search starts with agent position 03. This process continues with each call that comes in to the group until the circle is completed and the next call goes to agent position 01. Linear Distribution When a call comes in, a system with linear distribution starts searching for an available agent with the first agent (position...
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Page 42: Call Queues
Calling Group Features Call Queues Calling groups can receive outside, inside, and transferred calls. Outside callers dial the published phone number for group, inside callers dial the extension number for the group, and the system operator or any other user can transfer a call to the extension number for the group. - Page 43 Calling Group Features The delay announcement is played only once while a call is in the queue, and to only one caller at a time. If the device is unavailable, callers hear ringing until the announcement is played. Transferred outside callers hear Music-on-Hold, your company uses it.
- Page 44 Calling Group Features Calls-in-Queue Alarm When the number of calls in queue equals or exceeds a programmed limit, you and your agents can be alerted by Calls-in-Queue Alarm so they can try to handle calls more quickly or so you can assign more people to take calls. The alarm can be the light next to the Calls-in-Queue Alarm button or an external alert such as a strobe light or bell.
- Page 45 Calling Group Features Overflow Coverage To prevent long delays, the system can be setup so that calling group calls waiting in the queue can be sent to another calling group or to the system operator in systems with queued call consoles (QCCs). When the number of calls reaches a programmed limit, calls are sent to the overflow calling group or QCC, starting with the call that has been in queue the longest, until the number of calls drops below the...
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Page 46: Auto Login And Auto Logout
Calling Group Features Auto Login and Auto Logout Calling groups can be programmed with Auto Logout to automatically change the status of an agent’s phone from available to unavailable if the call is not answered within five rings. The unanswered call is then sent to an available agent or, if no agents are available, to the front of the calling group of a queue. -
Page 47: Calling Group Message Receiver
Calling Group Features Calling Group Message Receiver Your company can program a calling group to receive messages and choose a particular display phone as the message receiver. Any display phone—your phone, an agent phone, or the phone of a co-worker who is not part of the group—can be chosen to be the message receiver. -
Page 48: Calling Group Supervisor Activities
Calling Group Supervisor Activities As a calling group supervisor, you are responsible for managing one or more calling groups. You may need varying degrees of control over your agents such as monitoring the number of calls in queue or tracking the availability of agents. These activities are discussed next. -
Page 49: Entering And Exiting Supervisor Mode
Calling Group Supervisor Activities Entering and Exiting Supervisor Mode Your phone can operate as either a supervisor phone or a normal phone. In the supervisor mode, the lights next to each Agent button show agent status (available or unavailable) so you know who is available for incoming calls. - Page 50 Calling Group Supervisor Activities To Change Modes on MLX Display Phones 1. Press Feature and dial 32. 2. Press Hold to enter supervisor mode, or press Drop to exit supervisor mode. To Change Modes on Analog Multiline Phones 1. Press programmed Feature button and dial 32. 2.
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Page 51: Monitoring Calls In Queue
Calling Group Supervisor Activities Monitoring Calls in Queue By monitoring the calls in a calling group’s queue, you can ensure that calls are handled efficiently and determine whether additional agents are needed to handle call volume. There are two ways to monitor calls in queue: by using the Calls-in-Queue Alarm. -
Page 52: Monitoring Agent Status
Calling Group Supervisor Activities Monitoring Agent Status Agent status is the availability of an agent to take calls. Agents must sign in to let the system, and you, know that they’re ready to take calls (available status) and sign out when they leave their phones for lunch or breaks (unavailable status). - Page 53 Calling Group Supervisor Activities Monitoring Status Using a Phone without a DSS In addition to available/unavailable status, agents have a busy/not busy (on-a-call/not-on-a-call) status. The red and green lights next to the Agent buttons on phones without a DSS show both kinds of agent status: Meaning Light State...
- Page 54 Calling Group Supervisor Activities Monitoring Status Using a Phone with a DSS If you have an MLX display phone with a DSS or a MERLIN II System Display Console with a built-in DSS, each Agent button has only one light instead of two. The lights, which are green on a MERLIN II System Display Console and red on an MLX DSS, show the available/unavailable status of the agents: Meaning...
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Page 55: Changing Agent Status
CalIing Group Supervisor Activities Changing Agent Status As a calling group supervisor, you can change the status of agents in your group. For example, if call volumes reach an unmanageable level, you can sign additional agents in from your phone to meet the demand. The simple way to change agent status is to use programmed agent status buttons. -
Page 56: Calling Group Agent Activities
Calling Group Agent Activities The agents in a calling group are responsible for handling calls that come in to the group. To do this, agents need to know how to use line buttons to answer calling group calls how to sign in and sign out of the calling group (letting you and the system know when they are available to take calls) how to use a headset Agents can use any of the MLX, analog multiline, or single-line... -
Page 57: Answering Calling Group Calls
Calling Group Agent Activities Calling Group Answering Calls Inside and outside calls to the calling group come in on either SA or ICOM buttons on multiline phones (see Chapter 2). An incoming call rings one, two, or three times depending on what kind of call it is: Number of Rings Call Type... -
Page 58: Signing In And Out Of The Calling Group
Calling Group Agent Activities Signing In and Out of the Calling Group Agents with multibutton phones can use either programmed Available buttons or feature codes to sign in and out of the calling group. (Chapter 2 tells you how to program Available buttons on agent phones.) Agents with single-line phones must use feature codes to change between available and unavailable status. - Page 59 Calling Group Agent Activities To Sign In and Out Using Feature Codes 1. To sign in to the calling group: On MLX phones, press Feature and dial 44. On analog multiline phones, press programmed Feature button and dial 44. On single-line phones, lift handset and dial #44. 2.
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Page 60: Using A Headset
Calling Group Agent Activities Using a Headset Agents with MLX phones and analog multiline phones can use a headset to answer calls and free their hands for other activities. Using a Headset on Analog Multiline Phones An agent using a headset on an analog multiline phone needs to program an Auto Answer All button for calls to be automatically sent to the headset. - Page 61 Calling Group Agent Activities To Use Auto Answer All Check to see that switch on GPA is on Auto. To turn on, press programmed Auto Answer All button. Green light next to button goes on. To turn off, press programmed Auto Answer All button. Green light next to button goes off.
- Page 62 Calling Group Agent Activities To Program Headset Feature Buttons on MLX Display Phones Label button to be programmed as Headset Status, Headset Auto Answer, or Headset/Handset Mute. Press Menu. Select Ext Program[Prog]. If this feature is not displayed, press More. Select Start.
- Page 63 Calling Group Agent Activities To Use Headset Feature Buttons Unplug handset. Plug headset into console. Press programmed Headset Status button. Green light goes on. You can talk and be heard through headset. Press line button to answer calls or press programmed Headset Auto Answer button to activate automatic call delivery.
- Page 64 Calling Group Feature Codes Many calling group features can be used by dialing feature codes instead of pressing programmed buttons. One procedure, entering and exiting supervisor mode, can be done only by using feature codes. Following are the calling group features and their corresponding feature codes.
- Page 65 Calling Group Feature Codes Feature/Procedure Name Feature Code Supervisor features: Enter supervisor mode 32+Hold E x i t s u p e r v i s o r m o d e 32+Drop Change agent status - Available 7 6 2 Change agent status - Unavailable 7 6 0 Agent features:...
- Page 66 Index/Glossary agent A member of a calling group. 1-1, 1-2, 5-1 Agent buttons Programmed buttons on calling group supervisor phones that you use to monitor agent status. 2-15, 2-17, 2-18 agent status buttons Programmed buttons on calling group supervisor phones that you use with Agent buttons to change agent status.
- Page 67 Index/Glossary Auto Logout A feature your company programs for calling groups so that agents are made unavailable if they do not answer calls within five rings. Auto Logout also makes all agents unavailable following a power failure. 3-2, 3-10 available status An indication to the system that a calling group agent has signed in and can handle calls.
- Page 68 Index/Glossary Calls-in-Queue Alarm A light associated with the Calls-in-Queue Alarm button or an external alert that signals members of the calling group when a programmed limit for calls is reached or exceeded. 3-2, 3-6, 4-4 Calls-in-Queue Alarm button A programmed button that alerts members of a calling group when the number of calls waiting in queue reaches or exceeds a programmed limit.
- Page 69 Index/Glossary direct inward dialing A special line that can be connected to the system so that outside callers can dial extensions directly, bypassing the system operator. Direct Station Selector (DSS) An adjunct with buttons that you use to place calls to extensions and check extension status.
- Page 70 Index/Glossary feature code A 1-, 2-, or 3-digit code you dial to use features. 5-3, 5-4, A-1 Headset Auto Answer A feature you use to send calls to the headset automatically. 5-6, 5-7, Headset/Handset Mute A feature you use to mute the microphone in either your handset or headset so you can speak privately with someone in your office without your caller hearing you.
- Page 71 Index/Glossary ICOM (Intercom) buttons Three buttons you use to make only inside calls. 2-9, 2-12 ICOM Ring - used to make or receive ringing inside calls. 2-12 ICOM Voice - used to make or receive voice-announced inside calls. 2-12 ICOM Originate Only - used only to make inside calls. (This button can be used for either voice-announced or ringing calls.) 2-13 Inspect screen The display screen you use to preview incoming calls and see the...
- Page 72 Index/Glossary MERLIN® II System Display Console An operator console with 34 line buttons, a built-in direct station selector (DSS), and a display. 2-1, 2-4, 2-15, 4-7 Message Status button A button you use to see the busy status of agents’ phones on a direct station selector (DSS).
- Page 73 Index/Glossary SA (System Access) buttons Three buttons you use to make inside and outside calls. 2-9, 2-10, 2-11 SA Ring - used to make and receive inside and outside calls. 2-10 SA Voice - used to make voice-announced inside calls, receive voice-announced and ringing inside calls, and make and receive outside calls.
- Page 74 Index/Glossary unavailable status An indication to the system that a calling group agent has signed out and is unable to handle calls. 1-3, 4-6, 4-7, 4-6, A-2 WATS (wide area telephone service) A service that allows you to make calls to or from certain areas for a flat-rate charge based on expected usage.
- Page 75 Graphics © AT&T 1988 555-610-130...