Merlin Legend Enhanced Service Center - Lucent Technologies MERLIN LEGEND Release 6.1 Feature Reference

MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
I Applications

MERLIN LEGEND Enhanced Service Center

MERLIN LEGEND Enhanced Service
Center
Typically used in a customer service environment, the MERLIN LEGEND
Enhanced Service Center (ESC) provides the automatic answering, distribution,
and placing in queue of customer calls. The unit itself is a mini-tower PC and
comes in 12-port and 18-port configurations.
The components need to operate the ESC include:
MERLIN LEGEND Enhance Service Center package (12 or 18 ports)
— Includes CONVERSANT MAP 5P software
— Includes PassageWay Direct Connect connector
MERLIN LEGEND Communications system of Release 5.0 or later
A minimum of 8 TTRs; two 016 (T/R) modules are recommended for the
18-port ESC, and one 016 (T/R) module and one 400 GS/LS module are
recommended for the 12-port ESC
Dedicated MLX-28D telephone
Windows 3.1 or Windows 95 for an optional ESC remote terminal monitor
Optional wallboard
How the Enhanced Service Center Works
When a call comes into the customer service group, the ESC answers the call, the
software searches for the available agent who has been waiting the longest time,
and sends the call to that agent. If no agent is available, the call is placed in queue
and an announcement is played.
While a call is in queue, it uses one of the ports on the ESC. Once the call goes to
an available agent, the port is freed.
Multiple announcements can be played. For example, the first announcement
may tell the caller the approximate wait time and then give the caller a variety of
options, including leaving a voice message or transferring to another extension. If
the caller chooses to wait in the queue, subsequent announcements can provide
information, promote products or services, or simply play music.
Release 2.0 of the Enhanced Service Center supports collected digits. The ESC
can prompt the caller to enter an account number or some form of identifying
digits. When the communications system is connected to a LAN server and the
agents have the proper CTI link application in place, account information in the
form of a screen pop can be provided along with the call.
The Enhanced Service Center allows up to four supervisors to monitor the activity
of agents. Supervisors can make real-time changes to agents and queues.
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Issue 1
August 1998
Page I-24