AT&T MERLIN II Attendant Guide de l'utilisateur télécharger pdf (Page 8)

ALL TRANSFER

There are two ways to transfer calls with the MERLIN II Attendant:

● Blind Transfer

The MERLIN II system

control

unit monitors the call after the MERLIN II

Attendant transfers the caller to the route or extension number dialed. If

the number is busy or the route or extension number is invalid, the call is

transferred to the receptionist.

Likewise, if the call is unanswered after a

specified number of rings, the call rings at both the receptionist position

and at the original number until it is answered or the caller hangs up.

The blind transfer method should be used unless there is another route or

extension number that callers can logically choose if the first number they

select is unavailable. For example, a caller to a car dealership who needs

to make an appointment to have a car serviced would not want to talk to

the sales department if the service department is busy.

● Supervised Transfer

During a supervised transfer, calls are monitored by the MERLIN II

Attendant until the call is completed or the caller hangs up. When a caller

enters a route or extension number, the Hold announcement plays

informing the caller to hold while the transfer is being completed. If the

route or extension number dialed is available, the Connect announcement

informs the person at the extension dialed that a call is being transferred.

If the route or extension is unavailable, the Transfer Fail announcement

plays to inform the caller that the call could not be completed. Sample

messages are shown below:

Hold announcement

This announcement informs callers to hold until the transfer is

completed.

Example:

"Please hold while your call is being transferred.”

Transfer Fail announcement

This announcement informs the caller when a call cannot be

completed.

Example:

*The extension you requested is busy. Please hold or dial another

extension. ”

Connect announcement

This announcement informs the person at the extension dialed that a

call is being transferred.

Example:

“A call is being transferred to you. ”

NOTE:

You can also record an announcement that provides business

hours or related information then disconnects without giving

callers the option to enter a route or extension.

When a call is not answered or the extension is busy, the MERLIN 11

Attendant retrieves the call and handles it one of two ways:

If another extension is programmed, supervised transfer should be

used so that the MERLIN II Attendant can transfer the call to a

secondary extension when the first (primary) extension is unavailable.

When callers enter a route or extension number, the Hold

announcement plays, and their calls are transferred to the first

(primary) extension.

If the first (primary) extension is busy or does

not answer, the MERLIN II Attendant dials the secondary extension

while the caller remains on hold. If the secondary extension is also

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AT&T MERLIN II Attendant Guide de l'utilisateur Page 8

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