External Alert Problems
No warnings or direct adverse effects; however, when exception thresholds are exceeded and this condition continues, CMS does not operate efficiently.
PROBLEM: External Alert does not light when an exception occurs.
Possible cause
Alert is not connected to port for which it was administered
or
Alert number is not associated with any line button number on the Setting Exceptions screen
Faulty lamp
Corrective action
Check that the alert is connected to the proper port, or readminister to match the line port to which it is connected.
If alert is connected and administered correctly and is associated with the correct line button number, the lamp itself may need to be replaced. Replace the lamp.
PROBLEM: External Alert stays on after all exceptions to which it has been assigned have been brought below the exception thresholds.
Possible cause
Heavy call traffic can
cause a delay in turning
the external alert off.
Corrective action
Check to be sure all exceptions have indeed stayed below their thresholds. If they have, simply wait.
If the alert remains on more than 10 seconds after all exceptions to which the alert has been assigned stay below their thresholds, locate each station where a console is connected. Agents using consoles should not press the alert button; supervisors can use the button to test alert operation.
NOTE: A console (such as the MERLIN II Display Console) shows all the line buttons for lines assigned to the system, including the alert line button. The alert line button has been assigned to the line jack to which the alert is connected. If agents whose consoles provide access to the alert line button lift the handset and press that button, the alert will light up.
If the all connections and assignments are correct and all agents with access to the alert line button have their handsets
