3When the other person answers, the agent can lift the handset. To place an announced intercom call with an Auto Intercom button:
1If the red light next to it is not already on, touch
2Touch the Auto Intercom button for the intercom number the agent wants to dial.
The agent’s voice terminal speaker goes on and he or she hears a beep.
3The agent can lift the handset and begin speaking.
When a person leaves a call on hold for more than a minute, the voice terminal rings as a reminder.
TRANSFERRING CALLS After answering a CMS call, the agent may need to transfer the call to another split or to another person in the MERLIN II system. An agent can transfer a call with or without a voice announcement.
Transferring Calls to Another Split
In order to transfer a call to another split, the agent needs to know the intercom number of the “ghost” voice terminal that you have assigned to the split. See “A Note on Ghost Voice Terminals.”
If an agent needs to transfer a call to another split, he or she must:
1Touch Transfer.
2Touch the Auto Intercom button or dial the intercom number of the
“ghost” voice terminal assigned to the split to which the call is to be transferred.
The transferred call rings at all the voice terminals that have a Cover button for the “ghost” voice terminal.
NOTE: If the MERLIN II system administrator has set the system for
Transferring Calls to a Person in the MERLIN II System
When an agent needs to transfer a call to you, another agent, or a person in the MERLIN II system, he or she must:
1Touch Transfer.
2Touch the Auto Intercom button or dial the intercom number of the person to whom the call is being transferred.
NOTE: If the system administrator has set the system for
If the agent has a Manual Signaling button for the person, he or she can touch
