AT&T MERLIN II Feature Module 2 Planning Manual

Download or browse on-line these Planning Manual for AT&T Merlin II Feature Module 2 Telephone.

AT&T Merlin II Feature Module 2 Manual Information:

This manual for AT&T Merlin II Feature Module 2, given in the PDF format, is available for free online viewing and download without logging on. The guide contains 43 pages, and the size of the file at download is 0.67 Mb. The document type is Planning Manual.

Download Manual

More Manuals:

In case you failed to obtain relevant information in this document, please, look through related operating manuals and user instructions for AT&T Merlin II Feature Module 2. Just click one of the links below to go to the selected manual:

Summary of Contents:

[Page 1] AT&T Merlin II Feature Module 2

® . AT&T MERLIN II COMMUNICATIONS SYSTEM Feature Module 2 Call Management System Planning Guide . . ...

[Page 2] AT&T Merlin II Feature Module 2

©1988 AT&T Issue 1 All Rights Reserved September, 1988 Printed in USA NOTICE The information in this document is subject to change without notice. AT&T assumes no responsibility for any errors that may appear in this document. MERLIN is a re...

[Page 3] AT&T Merlin II Feature Module 2

Contents Overview 1 About This Guide 1 The Planning Forms 2 Other CMS Documents 2 Upgrade Information 3 Key Terms and Concepts 4 Key Facts and Considerations System Considerations Supervisor’s Console and Agent Voice Terminals Line Assignments Stat...

[Page 4] AT&T Merlin II Feature Module 2

Line Groups Planning Form Line Group (Letter/ID) Button Number (1 through 32) Telephone Number Line Type Priority Agent Directory Planning Form Agent Splits Planning Form Split (Number/ID) Last Name, First Name, and ID Position All-Ring Transfer-to-S...

[Page 5] AT&T Merlin II Feature Module 2

Overview ABOUT THIS GUIDE The efficient management of incoming call traffic is a key to the success of your business. That’s why you’ve chosen the Call Management System (CMS) for your MERLIN® II Communications System with Feature Module 2. For ...

[Page 6] AT&T Merlin II Feature Module 2

THE PLANNING FORMS OTHER CMS DOCUMENTS ● Planning Your Call Management System. In this part of the guide you decide how you want your CMS organized and record your decisions on the CMS planning forms at the end of this guide. Then you can use the...

[Page 7] AT&T Merlin II Feature Module 2

UPGRADE INFORMATION You are making a new beginning when you install CMS to work with the MERLIN II Communications System with Feature Module 2. Earlier CMS versions are not designed to work with this latest MERLIN II system, nor can their configurati...

[Page 8] AT&T Merlin II Feature Module 2

Key Terms and Concepts The terms listed below appear frequently in this guide and other CMS documents. The paragraphs that follow the list offer explanations of these key concepts. Automatic call distributor (ACD) Line groups Agents Agent splits Shif...

[Page 9] AT&T Merlin II Feature Module 2

When call management begins for a shift, the agents in the shift configuration are in the logged out state. CMS neither sends calls to nor keeps statistics on agents who are logged out. Agents have to signal CMS that they are ready to receive calls b...

[Page 10] AT&T Merlin II Feature Module 2

4 5 6 If no agent has become available by the end of the delay message, CMS puts the call on hold. If the system has Music on Hold, the caller hears music. As soon as an agent in the main split becomes available, CMS transfers to that agent the call ...

[Page 11] AT&T Merlin II Feature Module 2

Key Facts and Considerations Key facts and considerations concerning proper CMS installation and operation are emphasized throughout this planning guide. For easy reference, they are listed below. SYSTEM CONSIDERATIONS ● ● SUPERVISOR’S CONSOLE ...

[Page 12] AT&T Merlin II Feature Module 2

STATION ASSIGNMENTS LINE GROUP AND AGENT SPLIT CONSIDERATIONS EXTERNAL ALERTS ● ● ● ● ● ● ● ● ● ● CMS agent stations can be MERLIN II system from 10 stations can be operational CMS uses only the default system (10 through 69). ass...

[Page 13] AT&T Merlin II Feature Module 2

A Typical CMS Application In this part of the guide you’ll learn about an imaginary travel agency, Bon Voyage Travel, which uses CMS to manage the revenue-producing incoming call traffic for its MERLIN II communications system. Examples based on Bo...

[Page 14] AT&T Merlin II Feature Module 2

● The Personal Travel split handles calls from customers wanting to plan and book their personal vacations. There are seven agents in this split. Calls come into this split on two line groups: the Public line group and the Special line group. In t...

[Page 15] AT&T Merlin II Feature Module 2

CMS AND OTHER BUSINESSES Agents and nonagents use lines not assigned to CMS for all outgoing calls and nonrevenue producing incoming calls. This guide focuses on planning CMS and refers to non-CMS components, features, or activities only when they a...

[Page 16] AT&T Merlin II Feature Module 2

Planning Your MERLIN II System: Part One MERLIN II SYSTEM CMS and your MERLIN II system have to work together as a single PLANNING FORMS integrated system—you can’t effectively plan one without taking the needs of the other into consideration. Th...

[Page 17] AT&T Merlin II Feature Module 2

FIGURE 2 Line Jacks side of Bon Voyage’s Master Planning Form. Master Planning Form Line Jacks Default Default I Line Line Line Line Jack No. * Telephone No. or Equipment Jack No. * Telephone No. or Equipment 01 801 555-5062 29 829 02 802 555-5184 ...

[Page 18] AT&T Merlin II Feature Module 2

● The PC that runs the CMS program requires two attendant station jacks on the same module— either a 4-Line/8-Analog Voice Terminal (408) Module or an 8-Analog Voice Terminal (008) Module. The first attendant station is the jack nearest the bot...

[Page 19] AT&T Merlin II Feature Module 2

FIGURE 3 Station Jacks side of Bon Voyage’s Master Planning Form. Master Planning Form Station Jacks Jack Default Person, Station Type Icom Location, Station Jack (A,D,B) No. Label FACE or Function Jack , 01 A 10 31 A 02 A 11 32 03 A 12 33 A 40 41...

[Page 20] AT&T Merlin II Feature Module 2

LINE REPRESENTATION As you complete this part of the form, keep these points in mind: ● ● ● ● You (or the MERLIN II system administrator) must choose one of the following ways of configuring and gaining access to the system’s outside teleph...

[Page 21] AT&T Merlin II Feature Module 2

● Remember that all CMS agents’ lines should be set to No Ring (see “Ringing Options “ in Section 6, “Handling CMS Calls, ” of the CMS System Manual). Figure 4 shows part of the form filled out for Bon Voyage Travel. FIGURE 4 Bon Voyage T...

[Page 22] AT&T Merlin II Feature Module 2

Planning Your Call Management System You should now have enough information about CMS and your MERLIN II system to plan your CMS. You can finish planning your MERLIN II system after you’ve planned your CMS. Calls come into CMS over outside telephon...

[Page 23] AT&T Merlin II Feature Module 2

You will avoid many administration problems by keeping track of the button number positions as you assign lines in sequence. IMPORTANT: Do not try to maintain a one-to-one correspondence between the button numbers (1 through 32) on the Line Button ...

[Page 24] AT&T Merlin II Feature Module 2

Before you complete the Line Groups Planning Form, do the following. ● Determine how many departments or predefined groups of agents will need CMS lines. The number of line groups you need depends, in part, on the number of departments or groups ...

[Page 25] AT&T Merlin II Feature Module 2

PRIORITY Determine which lines should have priority status. If you have lines that should be answered before other lines in a line group, such as 800 numbers that you pay for or a line for special customers, you can assign priority status to those li...

[Page 26] AT&T Merlin II Feature Module 2

● A first name can have up to eight letters, numbers, and special characters. ● An ID can have up to five letters, numbers, and special characters. ● You can use both capital letters and lowercase letters when you enter agents’ names. For exa...

[Page 27] AT&T Merlin II Feature Module 2

Agent Splits Planning Form You can have up to six splits handling CMS calls at the same time, and you can assign up to 28 agents to a split. However, no more than 28 agents can be active in CMS at any one time. You should have most of the information...

[Page 28] AT&T Merlin II Feature Module 2

TRANSFER-TO-SPLIT The intercom number requirements: ● It must be a valid, you assign to a ghost agent must meet the following 2-digit MERLIN II system intercom number (10 through 69). There does not have to be a corresponding station jack physical...

[Page 29] AT&T Merlin II Feature Module 2

FIGURE 8 Bon Voyage Travel’s Agent Splits Planning Form. Agent Splits Planning Form Shift Configuration Planning Form Use the Shift Configuration Planning Form to plan the shift configuration you want CMS to use to manage calls when the system is f...

[Page 30] AT&T Merlin II Feature Module 2

MAIN SPLIT Your Agent Splits Planning Form shows how you’ve organized your agents SECONDARY SPLIT into splits. As you assign main splits to line groups, remember that: - ● Each line group may have only one main split assigned to it. ● An age...

[Page 31] AT&T Merlin II Feature Module 2

Planning Your MERLIN II System: Part Two You can resume planning your MERLIN II system following the instructions in the MERLIN II System Planning Guide. As you come to each new section and planning form, refer back to this guide for information per...

[Page 32] AT&T Merlin II Feature Module 2

FIGURE 10 CMS supervisor’s Station Configuration Form. Station Configuration Form Attendant Consoles Intercom No Identification Console Model: Accessories: ✓ ❑ BIS-34D Console ❑ ❑ General Purpose Adapter ❑ Hearing-lmpaired Handset MERLI...

[Page 33] AT&T Merlin II Feature Module 2

Signal Button Each agent should have a button for signaling the CMS supervisor. The button can be either an Auto Intercom button or a Manual Signaling button. For more information, see the entries for Auto Intercom and Manual Signaling in Section 2, ...

[Page 34] AT&T Merlin II Feature Module 2

RINGING OPTIONS FOR You can set any line appearing on a voice terminal to ring immediately, to CMS AGENTS’ VOICE ring after a delay, or not to ring. Keep the following points in mind as you TERMINALS decide on ringing options for the lines on your...

[Page 35] AT&T Merlin II Feature Module 2

FIGURE 11 An agent’s Station Configuration Form. Station Configuration Form Analog Stations and Basic Telephones* (Pooled Systems) /6 Intercom No Identification Station Model: Accessories: ❑ 5-Button ❑ 34-Button (SP-34) ❑ General Purpose Ad...

[Page 36] AT&T Merlin II Feature Module 2

FIGURE 12 Bon Voyage Travel’s Group Page Form. Group Page Form Group Code (Default 881) Group Code Group lD (Default 882) Group ID Icom No. Name or Location Icom No. Name or Location 1 16 1 28 2 17 2 29 3 19 3 4 21 4 5 23 5 6 6 7 8 Group Code (Def...

[Page 37] AT&T Merlin II Feature Module 2

CMS Planning Forms Use the forms in this section to record your decisions about your CMS system. You may want to make photocopies of them and keep the originals in a safe place for possible future use. CMS Planning Forms 33 ...

[Page 38] AT&T Merlin II Feature Module 2

Line Button Planning Form I ❑ ❑ 3 ❑ ❑ 2 I ❑ ❑ 1 6 I ❑ Intercom- ❑ Voice I ❑ lntercom- ❑ Ring I ❑ ❑ 8 ❑ ❑ 7 ❑ ❑ ❑ ❑ 5 ❑ ❑ 9 ❑ ❑ 10 ❑ ❑ 11 ❑ ❑ 12 ❑ ❑ 4 ❑ ❑ 13 ❑ ❑ 14 ❑ ❑ 26 ❑ �...

[Page 39] AT&T Merlin II Feature Module 2

Line Groups Planning Form Line Group (Letter/ID) Button Number (1-32) Telephone Number Line Type Priority ( ✓ ) . Line Groups Planning Form 35 ...

[Page 40] AT&T Merlin II Feature Module 2

Agent Directory Planning Form Last Name First Name ID Last Name First Name ID I I 36 Agent Directory Planning Form ...

[Page 41] AT&T Merlin II Feature Module 2

Agent Splits Planning Form All- Transfer- Split (Number/lD) Last Name First Name ID Position Ring ( ✓ ) to-Split ( ✓ ) CONFIGURATION # Agent Splits Planning Form 37 ...

[Page 42] AT&T Merlin II Feature Module 2

Shift Configuration Planning Form Shift Configuration 1 Line No. of Main Secondary Group ID Lines Split Split A B C D D Shift Configuration 3 I I I Line I No. of I Main I Secondary Group ID Lines Split Split A B C D Shift Configuration 5 I I Li...

[Page 43] AT&T Merlin II Feature Module 2

999-504-149 . . . . . ..* . . . . . . . . . . . . . . . ...