Transferring Calls with Voice Announcement
An agent can announce a call before transferring it by following this procedure:
1Touch Transfer.
2Touch Intercom-Voice.
3Touch the Auto Intercom button or dial the intercom number of the person to whom the call is to be transferred.
If the agent has a Manual Signaling button for the person, he or she can touch
4Announce the call through the handset.
5Hang up.
USING A COVER BUTTON To allow agents in other splits to transfer calls, program a Cover button for the “ghost” voice terminal designated for the split, and set it for immediate ring. Label the button “Cover” plus the name of the split, such as “Cover Sales.”
When an agent transfers a call to another split, the call rings at all the voice terminals in the split that have a Cover button for the “ghost” voice terminal assigned to that split. The transferred call rings and the green light next to the Cover button flashes until an agent picks up the call. If an agent in the split receiving the transferred call is busy with another call, the light beside the Cover button on his or her voice terminal flashes and the voice terminal gives one transfer ring (two rings).
To answer a call transferred from another split the agent should:
1 Lift the handset.
If the agent is on another call and a
1Touch Hold to put the first call on hold.
The green light next to the held call’s line button flashes rapidly.
2Touch the Cover button to pick up the new call.
3Touch the held call’s line button to return to the call on hold.
ANSWERING CALLS IN In some offices, agents do not stay by their voice terminals, and thus it is
When a CMS call comes in, all the voice terminals in the split that have an
1Lift the handset.
The agent is automatically connected to the incoming call.
The agent can also use the Call Pickup feature to pick up the ringing call. In order to use this feature, the agents can use a dial code or a programmed Call
Using MERLIN II System Features with CMS
