General Activities - AT&T MERLIN LEGEND Release 3.1 Calling Group Supervizor's Manual

General Activities

Supervisor Mode
Your console can operate in supervisor mode
or in the normal call-handling mode described
in your operator's guide.
In supervisor mode, you can see agent status
(Available or Unavailable) by checking the
lights next to programmed Agent or DSS
buttons (see p. 11).
You can use programmed Available and
Unavailable buttons to change the status
of agent phones (see p. 12).
In normal mode, the lights next to an Agent
button indicate whether the phone is being
used. You cannot change agent status.
Should your system lose power, the system
automatically returns your telephone to the
mode setting at the time of the failure.
MLX Display Consoles
To enter or exit supervisor mode:
1. Press the Feature button and dial 32.
2. Press the Hold button to enter supervisor
mode,
OR
Press the Drop button to exit supervisor
mode.
The display shows Entered GrpCl/CMS Supvr
or Exited GrpCl/CMS Supvr .
Analog Multiline Consoles
1. Press the programmed Feature button and
dial 32.
2. Press the Hold button to enter supervisor
mode,
OR
Press the Drop button to exit supervisor
mode.
Monitoring Calls in Queue
To program a Calls-in-Queue Alarm button:
See Programming Buttons, p. 9.
To assure that calls are being handled
efficiently or to determine that additional
agents should be logged in, you or an agent
can monitor the calls waiting in the queue.
There are three ways of doing this:
• Calls-in-Queue Alarm Button.
Monitor the red light next to a
programmed Calls-in-Queue Alarm
button (an inside Auto Dial button
programmed with the extension for the
calling group and labeled with the group
name). The light goes on when the Calls-
in-Queue Alarm threshold (see p. 6) is
reached or exceeded.
• Inspecting the Number of Calls-in-
Queue (MLX display phones only).
Press the Inspct button, then the
programmed Calls-in-Queue Alarm
button (labeled with the name of the
calling group). The Inspect screen on
your display shows the number of calls
currently in queue.
• Calls-in-Queue Alert. An external
strobe can be attached to an MLX
telephone to alert you and your calling
group when the Calls-in-Queue Alarm
threshold is reached or exceeded. See
Calls-in-Queue Alert on p. 6 for
details.
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