Table of Contents
Advertisement
Quick Links
Document #: 555-640-130
Comcode 107713810
Issue 1, March 1996
MERLIN LEGEND
Communications System
Releases 3.1 and 4.0
Calling Group Supervisor's Guide
Contents
Understanding Calling Groups ............................................................... 1-2
Settings, Features & Buttons ................................................................ 1
Feature Finder ..................................................................................... 3
Troubleshooting ................................................................................... 4
Call Handling ....................................................................................... 5
Answering Calls, Covering Calls & Having Calls Covered, Calling an Agent
Calling Group Settings ........................................................................ 6-7
Auto Login & Auto Logout, Calls-in-Queue Alert, Delay Announcement .............. 6
Using Features..................................................................................... 8
Analog Multiline Consoles, MLX Display Consoles, Feature Codes
Programming Buttons ............................................................................ 9
Analog Multiline Consoles, MLX Display Consoles, Programming Codes
General Activities ................................................................................ 10
Supervisor Mode, Monitoring Calls in Queue
Agent-Related Activities ................................................................... 11-12
Monitoring Agent Status with a DSS .................................................... 11
Changing Agent Status, Signing In & Out ................................................. 12
Current Settings ..................................................................................13
Use this page to keep track of the current settings for your calling group.
®
Advertisement
Table of Contents
Related Manuals for AT&T MERLIN LEGEND Release 3.1 Calling Group
Summary of Contents for AT&T MERLIN LEGEND Release 3.1 Calling Group
-
Page 1: Table Of Contents
Document #: 555-640-130 Comcode 107713810 Issue 1, March 1996 ® MERLIN LEGEND Communications System Releases 3.1 and 4.0 Calling Group Supervisor’s Guide Contents Understanding Calling Groups ............... 1–2 Settings, Features & Buttons ..............1 Rings, Calling Group Button Lights, Telephones, Calling Group Maximums ..2 Feature Finder .................. - Page 2 Security Alert Your Responsibility for Your System’s Security Toll fraud, the unauthorized use of your telecommunications system by an unauthorized party (for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf) can result in substantial additional charges for your telecommunications services. You are responsible for the security of your system.
-
Page 3: Understanding Calling Groups
Understanding Calling Groups A calling group is a team of people who handle the same kind of calls, such as a telephone sales team or customer service department; they are assigned a single extension number. Calling Group Calls Calling group calls arrive on SA or ICOM buttons on members’ telephones. They may be outside calls, inside calls, or transferred calls. -
Page 4: Rings, Calling Group Button Lights, Telephones, Calling Group Maximums
Understanding Calling Groups Rings- Rings Meaning 1 long ring Inside call or inside transferred call 2 rings Outside call 3 rings Outside transferred call -Calling Group Button Lights- Light Button/Meaning Calls-in-Queue Alarm Button Calls waiting are fewer than programmed maximum. Steady Calls waiting are equal to or more than programmed maximum. -
Page 5: Feature Finder
Feature Finder This table shows where to look for information about performing specific telephone activities. There are many features available besides those described here. See your operator’s guide for more information. If you want to ... Then Change the method the system uses to distribute After reading Hunt Type, p. -
Page 6: Troubleshooting
Troubleshooting Problem Suggestion You are using a linear hunt pattern, and the agent See your system manager about changing the who should take most calls is not in. extension designated to receive calls first. (This is the first extension that was designated as a calling group member.) Callers are not hearing the delay announcement To check the device, see Delay... -
Page 7: Call Handling
Call Handling Answering Calls_ Calling an Agent_ To take calling group calls, agents must be From inside the system, people can call logged into the calling group (see Agent- agents in two ways: Related Activities , pp. 11–12). • By dialing the calling group extension or Calling group calls come in on either SA or by pressing a programmed Group Call ICOM buttons. -
Page 8: Calling Group Settings
Calling Group Settings Your system manager can program the system to adjust calling group settings. In this section we describe these settings so that you can troubleshoot problems and ask your system manager to make changes when they are necessary. Auto Login &... -
Page 9: Hunt Type, Message-Waiting Receiver, Overflow Receivers, Overflow Threshold
Calling Group Settings Hunt Type Message-Waiting Receiver The hunt type programmed for the calling The message-waiting receiver is the group determines the method used by the extension designated to receive message- system to distribute calls to agents. Note waiting indications for the calling group. that a calling group providing overflow This includes message-waiting indications coverage (see Overflow Receivers on... -
Page 10: Using Features
Using Features Your system includes many features that are detailed in your operator’s guide and in the user’s guides provided to your agents. This section discusses features specific to calling group agents and supervisors and should be used in conjunction with your operator’s guide. You can either enter a feature by pressing a Feature button and then following the steps displayed on your console, or you can program a button with an often-used feature. -
Page 11: Programming Buttons
Programming Buttons Many features of your system can be programmed on unused line buttons for rapid access. Full details are included in your operator’s guide. This book covers calling group features that can be or must be programmed on buttons for easy access. MLX Display Consoles Analog Multiline Consoles You can program buttons from the display, or... -
Page 12: General Activities
General Activities Supervisor Mode Monitoring Calls in Queue To program a Calls-in-Queue Alarm button: Your console can operate in supervisor mode or in the normal call-handling mode described See Programming Buttons, p. 9. in your operator’s guide. To assure that calls are being handled In supervisor mode, you can see agent status efficiently or to determine that additional (Available or Unavailable) by checking the... -
Page 13: Agent-Related Activities
Agent-Related Activities To monitor agent status, use your DSS (Direct Station Selector) buttons if they are available at your console. If you do not have a DSS, use programmed Auto Dial buttons called Agent buttons. To monitor agent status, you must be in supervisor mode (see p. 10). Auto Logout, if programmed, changes agents’ status to Unavailable after five rings (see p. -
Page 14: Changing Agent Status, Signing In & Out
Agent-Related Activities Changing Agent Status Signing In & Out To program Available or Unavailable buttons: To program an Available/Unavailable button: See Programming Buttons, p. 9. See Programming Buttons, p. 9. To change agent status, enter supervisor mode (see p. 10). If the call volume requires more An agent signs (or logs) in and out in one of agents, you can then sign additional agents two ways:... -
Page 15: Current Settings
Current Settings Use this page to record the current settings used in your calling group or groups. If you need a setting changed, refer to this page. Write in pencil so that you can keep your records up to date. Group Name ___________________________ Extension _____________________________ Setting Name Currently... - Page 16 Feature Codes Supervisor features Enter supervisor mode .............. 32 + Hold Exit supervisor mode ..............32 + Drop Change agent status to Available ........... 762 + extension* Change agent status to Unavailable ..........760 + extension* Agent features Multiple telephones: Sign in/Log in (Available) ............
Need help?
Do you have a question about the MERLIN LEGEND Release 3.1 Calling Group and is the answer not in the manual?
Questions and answers