Instruction manual

Troubleshooting

PROBLEM:

An agent’s telephone rings when the call is for another agent,

or it rings once and stops.

Possible Cause

Corrective Action

The agent has one or

Remind the agent to set all CMS lines (or line

more CMS lines (or line

pools) not to ring. Instruct agent on line ring-

pools) set to ring.

ing options as described under “Using MER-

LIN LEGEND Features with CMS” in Chapter 5

of the CMS Supervisor’s Guide.

PROBLEM:

While on one CMS call, an agent receives another CMS call.

Possible Cause

Corrective Action

The agent put the first call

Remind the agent to put the handset on the

on hold and hung up the

desk after putting a call on hold. Hanging up

handset.

while the light next to the Available button is on

signals CMS that the agent is available for

CMS calls.

The agent has one or Remind the agent to set all CMS lines (or line

more CMS lines (or line

pools) not to ring as described under “Using

pools) set to ring.

MERLIN LEGEND Features with CMS” in

Chapter 5 of the CMS Supervisor’s Guide.