Instruction manual

Troubleshooting
PROBLEM: Agents stationed close to each other have trouble determining
whose telephone is ringing.
Possible Cause
Corrective Action
The agents’ telephones
Remind the agents to personalize the ringing
have the same ringing pat-
on their telephones as described under “Using
tern.
MERLIN LEGEND with CMS” in Chapter 5 of
the CMS Supervisor’s Guide.
PROBLEM: Agents have trouble locating calls they have put on hold.
Possible Cause
Corrective Action
The agents don’t know
Tell agents how telephone lights work, as
that the green light next to
described under “Using MERLIN LEGEND
a call they put on hold
Features with CMS” in Chapter 5 of the CMS
flashes more rapidly than Supervisor’s Guide.
the green light next to
someone else’s call.
PROBLEM: Agents sometimes find the light next to the Available button
has gone off even though they did not press either the Available button or the
ACW button.
Possible Cause
Corrective Action
CMS sent a call to the
Remind the agents that any time CMS sends a
agent’s telephone
call to a telephone and it goes unanswered,
(perhaps when the agent
the light next to the Available button on that
was away from the desk) telephone goes off and CMS puts the agent in
and it went unanswered.
the logged out state.
9-24 Other Problems