AT&T 999-501-149 system manual Square System, Manual Signaling and Auto Intercom Buttons

A NOTE ON GHOST VOICE TERMINALS

Each CMS line group should be assigned to a separate line pool in order to prevent people not working with CMS from placing or receiving calls on those lines. CMS lines should not be placed in the same line pool as lines not assigned to CMS.

All CMS lines and line pools on an agent’s voice terminal should be set to No Ring. (See “Ringing Options” later in this section.) Intercom calls and calls transferred to the agent’s voice terminal by CMS or another agent will still ring.

Square System

If your system is set for square operation, each line that you assign to an agent’s voice terminal appears on a separate button. Any lines an agent is responsible for must appear on the agent’s voice terminal so that the agent can receive incoming or transferred calls on those lines.

All CMS lines and line pools on an agent’s voice terminal should be set for No Ring. (See “Ringing Options” later in this section.) Intercom calls and calls transferred by CMS or other agents still ring at the agent’s voice terminal.

In order for agents to use the All-Ring operation or Transfer-to-Split feature, either you, as the CMS supervisor, or the MERLIN II system administrator must assign a “ghost” voice terminal for each split that needs to use these features. The “ghost” voice terminal should be assigned a valid and unused 2-digit intercom number. However, you do not need to connect a voice terminal to the voice terminal jack. Your MERLIN II system administrator must also assign the proper CMS lines and line pools to the “ghost” voice terminals and program those lines and line pools for No Ring. Agents who need to use either the All-Ring operation or Transfer-to-Split feature must have on their voice terminals a Cover button programmed for the “ghost” voice terminal.

MANUAL SIGNALING AND AUTO INTERCOM BUTTONS

If a problem occurs, the agent may need to contact you for help. The agent can have either a Manual Signaling or an Auto Intercom button for that purpose. An agent may also want to have an Auto Intercom button for a co- worker in the MERLIN II system or for another split.

NOTE: An agent cannot have both a Manual Signaling and an Auto Intercom button for the same person.

Auto Intercom Buttons

An auto intercom button allows a person to touch a programmed button to call someone within the MERLIN II system. An agent will probably need two types of Auto Intercom buttons:

●An Auto Intercom button for the supervisor or a co-worker. An agent can contact you or another co-worker with a Manual Signaling or an Auto Intercom button. When the agent needs to call someone in the MERLIN II system, he or she can just touch that person’s Auto Intercom button. (See the note below.) If the agent has a call in progress, he or she can put the current call on hold and touch the Auto Intercom button for the person he or she wants to call.

6-6Selecting a Voice Terminal for Your Agents