Managing Calls if CMS is Disabled
WHAT YOU SHOULD HAVE
WHAT YOU SHOULD KNOW
WHAT YOU SHOULD DO
If CMS becomes disabled, you and your agents must answer and distribute calls using MERLIN II system features until the problem is solved and CMS resumes managing calls.
The following information assumes that you (the supervisor) will act as the administrator/attendant for your CMS lines until CMS is running again. If you designate someone else to be the administrator/attendant, give these pages to that person.
To properly monitor CMS calls and act as attendant when necessary, you should have a MERLIN II System Display Console,
Your voice terminal must be plugged into one of the attendant jacks on the MERLIN II system control unit. The attendant jacks are the ones marked “ATT” on the “Station Jacks” section of your MERLIN II system Master Planning Form. If you can’t find the Master Planning Form, see the information under the heading “Attendant Positions” in “Complete the System Configuration Form” in
Section 2, “Planning the System,” of the MERLIN II Communications System with Feature Module 2 lnstallation and Administration Manual.
Your voice terminal must also be designated an attendant console. This requires a MERLIN II system administration procedure described under the heading “Designate Attendant Positions” in “Step 3: Perform Basic Administration” in Section 4, “Administering the System,” of the MERLIN II Communications System with Feature Module 2 Installation and Administration Manual.
If all the attendant jacks in the control unit are already occupied, unplug the cord from either the CU 1 jack or the CU 2 jack on the CMS card at the back of the PC, and plug it into the jack labeled Line on the bottom of your voice terminal. This automatically makes your voice terminal an attendant console with a button with lights for each CMS line and agent.
First, you have to know how your MERLIN II system is configured. This information is found on the MERLIN II System Configuration Form and the Master Planning Form. If you have difficulty finding the information you need, ask the MERLIN II system administrator for help.
You and your agents also need to know the meaning of the lights next to the buttons on your voice terminals. See the information on voice terminal lights under the heading “Using MERLIN II System Features with CMS” in Section 6, “Handling CMS Calls.”
The CMS lines in your MERLIN II system are set either to square, to pooled with button access to line pools, or to pooled with dial access to line pools. What you do to manage calls differs somewhat depending on how your system is configured. If you don’t know how the lines in your system are configured, see your MERLIN II System Configuration Form or ask the system administrator. Then go to the procedure below that pertains to your system.
NOTE: If your system has Automatic Route Selection (ARS), go to
“Pooled System: Dial Access.”
