AT&T MERLIN LEGEND Release 2.0 Calling Group, MERLIN LEGEND 2.0 Supplementary Manual

MERLIN LEGEND™

Communications System
Release 2.0

Calling Group Supervisor's Quick Reference

Calling Group Overview Calling Group Features

A calling group is a team of agents
who handle the same kinds of calls.
Usually these calls are not meant
for any particular agent,

Your system may have as many as
32 calling groups with up to 20 agents

per group. An agent can be a member
of only one group, and the total number
of agents cannot exceed 144, the
maximum number of telephones allowed

in the communications system.
Your telephone can be programmed as

a supervisor telephone only or as an
agent telephone, enabling you to take
calling group calls. Your telephone can
also be programmed for you to supervise

more than one calling group.

Call Queue

When all agents in a calling group are

unavailable, incoming calls are placed

in a holding area (queue) where the

system tracks the number of calls and

the order in which they arrived.

Depending on your system, callers

entering the queue may hear a recorded

announcement asking them to hold and
wait for the next available agent. While
waiting in queue, callers may hear

Music-on-Hold or ringing. As agents

become available, calls are distributed

on a first-in, first-out basis.

AT&T CIC# 555-620-131 Issue 1 – October 1992

The following table summarizes the features that your
company can program for a calling group.

Feature Description
Station Distributes calls to agents in

Hunting

Delay Provides a recorded announce-
Announcement

Calls-in­Queue Alarm

Overflow
Coverage calling group or QCC operator

Auto

Logout

Auto Allows unanswered calls to ring

Login

Calling
Group display messages to a designated
Message
Receiver

either a circular or a linear order.
Each agent is assigned a
position number used by the
system to track who receives
the next call.

ment to callers waiting in queue.
Calling groups can share an
announcement device.

Alerts supervisors and agents
that the programmed limit of
calls in queue was reached or
exceeded.

Sends calls to a designated
when the programmed limit of

calls in queue is reached.
Changes agent’s status from

available to unavailable or sends
the call to another agent when

agent does not answer within

five rings.

at an agent’s phone until the
caller hangs up.

Allows inside callers to send
message receiver for calling

group. Calling groups can share
the same message receiver.

TELEPHONE

You can supervise calling groups using the
following telephones:

● Analog multiline telephones:

— BIS-22 telephone with or without display
— BIS-34 telephone with or without display
— MERLIN® II System Display console with

built-in direct station selector (DSS)

●

Digital (MLX) telephones:

— MLX-28D™ telephone with or without DSS
— MLX-20L™ telephone with or without DSS

Calling Group Feature Buttons

Agent
Buttons

(One button for each agent.)
Used to check the status of
each agent and, if programmed,
to auto dial† each agent’s
extension.

Line Buttons

Number of line buttons depend on telephone:

●

BIS-22 or BIS22D: 22

●

BIS-34 or BIS34D: 34

●

MERLIN II System Display Console: 34

●

MLX-20L: 20

●

MLX-28D: 28

Telephones with SA Buttons
SA Ring

SA Voice

Use to make/receive inside/outside
ringing calls, including calls to
calling group.

Use to make and receive outside
calls, receive ringing and voice­announced calls, make inside
voice-announced calls, including
calls to calling group. (Co-workers
hear your voice over the speaker
phone.)

Agent Status
Buttons*

Use to change the status of each
agent’s extension. Supervisors
need two status buttons:

Available

and

Unavailable.

If

desired, agents can program an

Available

button to switch in/out

of available status.

Calls-in­Queue Alarm
Button

Use to check number of calls in
queue. One button is needed for

each calling group. If desired,
agents can have this button
programmed on their telephones.

Feature Button

Use this button to program and use your
telephones features, including calling group
features. MLX telephones have this button.
Analog multiline telephones must have this button
programmed onto a line button (see

ming Buttons on Supervisor Phones).

Program-

SA
Originate
Only

Shared SA

555-XXXX

Use only to make inside/outside
calls; calls are not received on
this button.

Line is shared with co-workers. Use
the same as

SA Ring

Use to make/receive outside calls
only.

Telephones with ICOM Buttons
ICOM Ring

Use to make inside calls and

receive inside ringing and voice­announced calls, including calls to
calling group.

ICOM Voice

Use to make inside voice-

announced and receive inside
ringing and voice-announced calls
and calls to calling group.

ICOM
Originate

Use only to make inside calls;
calls are not received on this button.

Only

and

SA Voice

† For Auto Dial, see the quick reference card for
your telephone.

‡ You can also change agent telephone status by
using feature codes.

555-XXXX

Use to make/receive outside calls
only.