AT&T MERLIN LEGEND Release 2.0 Equipment And Operations Manual page 183

Applications
Ability to connect Music-on-Hold to callers waiting for available agents.
Ability to connect up to four external alerts to indicate an exception, for
example, an LED that lights when the oldest call has waited longer than
30 seconds. Exception thresholds are programmed.
Real-time dynamic reconfiguration, allowing the user to modify the call
flow on-line.
Mode Differences
The system must operate in Hybrid/PBX or Key mode. CMS cannot be
connected to a system operating in Behind Switch mode.
Considerations and Constraints
A maximum of two CMSs can be connected to the system.
CMS must be installed on an approved AT&T DOS PC. The PC must be
dedicated to CMS. The two CMS interface card ports on the PC must be
connected to two analog multiline extension jacks on the same module in
the control unit (an 008 or 408). These jacks must be system operator
positions. If two system operator position jacks are not available on the
same module, another of these modules must be installed in the control
unit to provide them.
Each CMS can handle calls for up to 28 agents on up to 28 lines, and it
can answer calls on two lines at the same time with the same
announcement.
Up to six agent splits can be designated for each CMS, with 28 agents
per split.
The CMS supervisor's console is any Direct-Line Console (DLC). CMS
agents can have any MLX telephone or any analog multiline telephone
that can be used with the system. CMS agent telephones must be
connected to the first 58 extension jacks on the control unit.
Lines/trunks ringing in to CMS can be loop-start, ground-start, T1
emulated ground-start, or PRI.
Up to four external alerts can be used to alert agents and supervisors
when the number of calls waiting to be answered reaches the
programmed threshold.
A MERLIN Attendant can be used to direct callers to the appropriate
CMS group by use of Ioop-arounds.
To play music for waiting callers, a Music-on-Hold product must be used
that is compatible with a Music-on-Hold coupler.
Call Management System (CMS)
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