Call Management System - Lucent Technologies MERLIN LEGEND Release 5.0 Feature Reference

MERLIN LEGEND Communications System Release 5.0
Feature Reference 555-650-110
I Applications

Call Management System

System Programming
Set SMDR options as follows:
Select Basic or ISDN call report format. Select ISDN if you want ANI or
Caller ID information reported.
Specify the minimum call length to be recorded (10 seconds is
recommended).
Specify whether information is to be recorded for both incoming and
outgoing calls or for only outgoing calls.
Feature Interactions
Account Code Entry
SMDR
Platform Requirements
To connect CAT to the system, you need the following equipment:
CAT Basic, CAT Plus/Business, or CAT Plus/Hospitality
CAT Printer
D8W modular cord to connect CAT to SMDR port on the CU and 355AF
adapter to connect CAT to the printer.
Call Management System
IMPORTANT:
This section is intended solely as an overview of the application, which is no
longer available for sale. For comprehensive information about the use of the
application, see the documentation for the product.
Call Management System (CMS) is a DOS-based application that simulates the
actions of a system operator by answering calls and distributing them to individual
agent extensions. If no agents are available, CMS puts calls on hold and, if
programmed, plays a recorded announcement to the callers. When agents
become available, CMS searches the system for the appropriate agent—usually
the one who has been idle the longest—and transfers the call to that agent's
extension.
CMS is designed for businesses with large groups of personnel who perform a
common function, such as airline ticketing, filling catalog orders, or providing
customer service. You can divide agents within these groups into splits , or
subgroups, to handle different kinds of calls or customers. For example, you might
CAT uses the 9-digit account codes that callers enter before or during
calls to associate calls with accounts and individuals; these codes appear
on CAT reports.
CAT collects call information from the SMDR output of the system.
9
9
9
9
Issue 1
June 1997
Page I-28