The Personal Travel split handles calls from customers wanting to plan and book their personal vacations. There are seven agents in this split.
Calls come into this split on two line groups: the Public line group and the Special line group. In this example, the Public line group consists of four lines
The Special line group has three lines
The agents in the Charter Travel split arrange trips for groups and frequently book trips for local and national holiday clubs. There are seven agents in this split.
Calls to this split come in on one group of lines, the Charter line group, which consists of six numbers:
The Corporate Travel split handles business trips for large corporations. This split, consisting of two agents, is the main split for the Corporate line group. The telephone numbers for the Corporate line group are
Since both the Charter Travel split and the Corporate Travel split handle group trips, the Corporate Travel split serves as a secondary split (a backup split) to handle call overflow from the Charter Travel split. Likewise, the Charter Travel split backs up the Corporate Travel split during peak calling hours.
The number of agents available for CMS calls in Bon Voyage Travel’s fourth split, the Support split, varies according to the incoming call traffic. The employees who staff this split have primary responsibilities that do not involve
People assigned to the Support split are often away from their desks, so calls coming into the Support split on the Public lines ring at all phones in the split. Then the Support person who is free to answer the call can pick up the nearest voice terminal. (This feature, called
BON VOYAGE TRAVEL’S All of Bon Voyage Travel’s phones and outside telephone lines are part of the
OTHER CALL TRAFFIC agency’s MERLIN II Communications System, but some phones and outside lines are not assigned to the Call Management System. They operate outside of CMS.
