AT&T MERLIN LEGEND Release 2.0 Calling Group Supplementary Manual

Calling Group Overview

A calling group is a team of agents
who handle the same kinds of calls.
Usually these calls are not meant
for any particular agent,
Your system may have as many as
32 calling groups with up to 20 agents
per group. An agent can be a member
of only one group, and the total number
of agents cannot exceed 144, the
maximum number of telephones allowed
in the communications system.
Your telephone can be programmed as
a supervisor telephone only or as an
agent telephone, enabling you to take
calling group calls. Your telephone can
also be programmed for you to supervise
more than one calling group.
Call Queue
When all agents in a calling group are
unavailable, incoming calls are placed
in a holding area (queue) where the
system tracks the number of calls and
the order in which they arrived.
Depending on your system, callers
entering the queue may hear a recorded
announcement asking them to hold and
wait for the next available agent. While
waiting in queue, callers may hear
Music-on-Hold or ringing. As agents
become available, calls are distributed
on a first-in, first-out basis.
AT&T CIC# 555-620-131 Issue 1 – October 1992
MERLIN LEGEND™
Communications System
Release 2.0
Calling Group Supervisor's Quick Reference
The following table summarizes the features that your
company can program for a calling group.
Feature
Station
Hunting
Delay
Announcement
Calls-in-
Queue Alarm
Overflow
Coverage
A u t o
Logout
Auto
Login
Calling
Group
Message
Receiver

Calling Group Features

Description
Distributes calls to agents in
either a circular or a linear order.
Each agent is assigned a
position number used by the
system to track who receives
the next call.
Provides a recorded announce-
ment to callers waiting in queue.
Calling groups can share an
announcement device.
Alerts supervisors and agents
that the programmed limit of
calls in queue was reached or
exceeded.
Sends calls to a designated
calling group or QCC operator
when the programmed limit of
calls in queue is reached.
Changes agent's status from
available to unavailable or sends
the call to another agent when
agent does not answer within
five rings.
Allows unanswered calls to ring
at an agent's phone until the
caller hangs up.
Allows inside callers to send
display messages to a designated
message receiver for calling
group. Calling groups can share
the same message receiver.