Automatic Route Selection; The Call Management System - AT&T MERLIN 1030 Planning Manual

AUTOMATIC ROUTE SELECTION

If you decide to use the Automatic Route Selection (ARS) feature, you must configure
your system as Pooled with Dial Access to the pools. However, because you are using
ARS, the dialing of codes to access pools is eliminated when placing calls. When
placing a call, the user has to touch a Pool Access button, lift the handset, and then
dial the outside telephone number.
Your ARS routing patterns are determined by your system administrator. It is the
system administrator's responsibility to decide which lines provide the lowest cost
and most efficient way to place calls for your business.
THE CALL MANAGEMENT SYSTEM (CMS)
The Call Management System (CMS) for the MERLIN communications system is
an automatic call distributor that answers calls and connects them to available agents.
Agents, of course, are your employees who answer incoming calls. In addition to
distributing calls, CMS provides current and historical data to a business in the form
of reports relative to call handling, line usage, and agent productivity. Using such
information, a business can make management decisions concerning how many
agents and lines it needs to support a specific function such as inside sales or
customer services, inquiries, or complaints. In addition, CMS offers a business a great
amount of flexibility to change the number of agents or line configurations to handIe
the needs of callers in the best way possible. If your business has CMS for the
MERLIN communications system, you need to administer your system to be com-
patible with this automatic call distributor.
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