Call Management System - Lucent Technologies MERLIN LEGEND Release 6.1 Feature Reference

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

Call Management System

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
divide the agents in a travel agency into three splits: one that handles personal
vacations, one that handles business trips, and one that handles group charters.
You can designate another split to provide support when call traffic is particularly
heavy in the other splits. Calls come in to each split on a group of lines designated
to ring into that split.
Agents make themselves available and unavailable to take calls by logging in and
out. In addition, agents can enter the after-call work (ACW) state, which allows
them to complete work on their last call without being interrupted by new CMS
calls. You can set up the system so that agents are automatically in the ACW state
whenever they complete a CMS call or so that agents must dial a feature code or
press a programmed button to enter ACW.
CMS provides the following additional features:
Management reports that analyze call volume and patterns and agent
activity. Summary reports can span from 1 to 93 days.
The Answer Delay option to specify how long a call rings before it is
designated as unanswered and connected to the recorded announcement
The Forced Delay option to connect all calls to the recorded delay
announcement regardless of whether all agents are busy
Priority lines to ensure that calls coming in on those lines are answered first
Display of current agent activity on system status screens to allow
monitoring, tracking, and analyzing of short- and long-term performance
Music on Hold for callers waiting for available agents
Allows connection of 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.
6 3
Issue 1
August 1998
Page I-32