Instruction manual

2 Programming the MERLIN LEGEND System for CMS
Setting Up the Fallback Plan
IMPORTANT
The fallback plan supports up to 20 agents at a time. If more than 20
agents must be included in fallback operation at one time, there must be
a second CMS supervisor to act as the Group Call Coverage sender.
Setting up the fallback plan for two supervisors requires additional plan-
ning. Contact the AT&T Account Manager or AT&T Authorized Dealer if
necessary.
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 uses the MERLIN LEGEND Group Call Coverage and Group
Calling features. The CMS supervisor telephone acts as a sender for all CMS
calls, directing them to CMS agent phones. CMS agents continue to work as
normal, answering calls that ring at their phones and using their agent status
buttons.
You activate the fallback pIan by a
Coverage Off button programmed on the
CMS supervisor phone. During normal CMS operation,
Coverage Off is on,
disabling the distribution of calls by the MERLIN LEGEND system and allow-
ing the CMS PC to distribute calls. However, when the CMS PC is not work-
ing, turning Coverage Off off enables the system to distribute calls through
the CMS supervisor’s console. To ensure that both the CMS PC and MERLIN
LEGEND system are not distributing calls, Coverage Off requires a button
with lights to show its status (green light for on; no light for off).
NOTE:
When the fallback plan is active, CMS lines on the CMS supervisor’s phone
must be set to Immediate Ring. However, this setting is not required until fall-
back starts. Instructions for programming Immediate Ring are included in
Chapter 9, “Troubleshooting.”
1-24 Setting Up the Fallback Plan