MERLIN LEGEND Communications System Release 5.0
Feature Reference
555-650-110
Issue 1
June 1997
Applications
Page I-29
Call Management System
I
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.
■
Real-time dynamic reconfiguration, allowing you to modify the call flow
on-line
Mode Differences
9
The system must operate in Hybrid/PBX or Key mode. You cannot connect CMS
equipment to a system operating in Behind Switch mode.
Considerations and Constraints
9
You can connect a maximum of two CMSs to the system.
You must install CMS on a Lucent Technologies-approved DOS PC, which is
dedicated to the application. You must connect the two CMS interface card ports
on the PC to two analog multiline extension jacks on the same module in the
control unit (008 or 408). These jacks must be system operator positions. If two
system operator position jacks are not available on the same module, you must
install another of these modules in the control unit to provide them.
