Answering Non-Cms Calls; Answering Extension Calls; Placing Outside Calls - AT&T Call Management System Supervizor's Manual

CMS Telephones and Telephone Programming
When the call is finished, the agent should:
Hang up the handset.
NOTE:
If agents need to complete paperwork connected with a previous CMS call,
they must touch [ACW] before hanging up, unless Auto ACW is in effect.
Instruct the agents to hang up within 4 seconds after completing a CMS call.
If they do not, the Split Reports may count the off-hook time as time spent on
"Other" (non-CMS) calls.

Answering Non-CMS Calls

To answer non-CMS calls, agents should:
1. Press the line button where the green light is flashing.
2. Lift the handset, or press [Speaker], or use the headset.

Answering Extension Calls

To answer extension calls, agents should:
1. Press the line button where the green light is flashing.
2. Lift the handset, or press [Speaker] , or use the headset.

Placing Outside Calls

You should restrict your CMS lines to incoming calls. If you want CMS agents
to be able to place outside calls, you can assign one or more special lines not
associated with CMS to agents' telephones so agents can place calls to peo-
ple outside the MERLIN LEGEND system.
NOTE:
Agents will not be avail
outside call.
able to receive incoming CMS calls while active on an
Call Handling 5-15