Instruction manual

Troubleshooting
Fallback Plan
During normal operation, the CMS PC distributes all CMS calls to CMS
agents. However, if the CMS PC malfunctions, the CMS fallback plan pro-
vides the capability to distribute these calls correctly but not to maintain his-
torical records or reports.
The fallback plan relies on several MERLIN LEGEND features so that the
system—rather than CMS—distributes calls to CMS agents. For a more
detailed explanation of the fallback plan, refer to “Setting Up the Fallback
Plan” in Chapter 1.
If the CMS PC fails, implement the fallback plan as follows:
1. Turn the Coverage Off feature off at the CMS supervisor’s telephone by
pressing [33], the button assigned to this feature. The light next to this
button turns off when Coverage Off is off.
During normal operation, Coverage Off is on, disabling the distribution
of calls by the MERLIN LEGEND system and allowing the CMS PC to
distribute calls. Turning Coverage Off off enables the MERLIN LEGEND
system to distribute calls through the CMS supervisor’s telephone.
2. Program the CMS lines at the supervisor’s phone for Immediate Ring
(normal operation is No Ring):
a. On the supervisor’s phone, slide the T/P switch to the P (program)
position.
b. Press any CMS line button.
c. Dial
❏❏❏❏
*
3
4
7
d. Slide the T/P switch back to the T position.
NOTE:
Remember to set the lines back to No Ring when not using the fallback
plan. Repeat the above steps, but dial the code
❑ ❑ ❑ ❑ instead.
4
5
3
*
Fallback Plan 9-27