If there is someone whom the agent often needs to call (for example, when the agent needs to call you for assistance), the agent can program an Auto Intercom button for the person. When the agent needs to call the person, he or she can just touch that person’s Auto Intercom button.
If an agent is using a digital voice terminal, he or she can place both ringing and announced intercom calls, but can receive only ringing intercom calls.
To place ringing intercom calls, the agent must:
1Touch Intercom-Ring,
2Lift the handset.
3Dial the intercom number.
To place announced intercom calls, the agent must:
1Touch Intercom-Voice
2Lift the handset.
3Dial the intercom number.
4Listen for a beep, then speak into the handset.
CONFERENCING A CALL An agent may need to have you or an agent in another split assist in a CMS call. One way of doing this is to ask you or the other agent to join the call in progress.
To establish the conference call, the agent must:
1Touch Hold to put the current call on hold.
The green light next to the held call’s line button flushes rapidly.
2Touch Intercom-Ring or Intercom-Voice.
3Dial the intercom number of the person to be added.
4Announce the call, if appropriate.
5Touch Conference.
6Touch the line button for the call on hold.
To disconnect a person in a conference call, the agent must:
1Touch Drop .
2Touch the button of the line to be disconnected.
USING THE MANUAL If agents needs a quick way of contacting you for help or calling another split
SIGNALING AND AUTO for information, they can program either a Manual Signaling or an Auto
INTERCOM FEATURES Intercom button for you or another person’s intercom number.
NOTE: An agent cannot have both types of buttons for the same
person.
Manual Signaling Buttons
When the agent needs to signal you or someone else in the MERLIN II system, he or she can use a Manual Signaling button. You or other person hears a beep and sees the light flashing next to the Auto Intercom button of the agent who is calling. You and the agents in your CMS should have a prearranged meaning for the signal such as “Please pick up on this call.
