Table of Contents
Advertisement
Overview
About Your Call Management System
The Call Management System (CMS) for your MERLIN
communications system is an automatic call distributor designed
to work with the MERLIN communications system and the
AT&T PC 6300 or 6300 PLUS microcomputer. The features of
the CMS are especially useful for small businesses that deal with
their customers primarily over the phone by helping the business
handle incoming call traffic more efficiently.
The CMS can help your business in several ways:
It allows you to organize your telephone lines into "line
groups" and your agent positions into groups called "splits."
Each agent may be assigned to a split, and the split is then
assigned to a line group.
It handles incoming calls as quickly as possible without losing
the call or the customer. Agents have uniform workloads
because the CMS connects the calls to the available agent
who has been idle the longest. If all agents are busy, the
system connects the caller to a recorded delay message and
puts the call on hold.
It provides status reports on call traffic and agent
performance. If the call distribution and line groups need to
be changed, the CMS supervisor can reassign line groups or
agent splits without interrupting call handling.
Call Management System
Installation Guide
Call Management System Installation Guide
®
3
Advertisement
Table of Contents
Need help?
Do you have a question about the MERLIN and is the answer not in the manual?
Questions and answers