
| Agents and nonagents use lines not assigned to CMS for all outgoing calls and |
| nonrevenue producing incoming calls. Because this guide focuses on |
| planning CMS, it refers to the components of Bon Voyage Travel’s MERLIN II |
| system that are not assigned to CMS only when necessary to clarify some |
| point about CMS planning and operation. |
CMS AND OTHER | Bon Voyage Travel’s line groups and agent splits are typical for a travel |
BUSINESSES | agency. Other businesses would have other names for their line groups and |
| splits. For example, a wholesale distributor might have line groups and splits |
| for inside sales and customer service (such as order tracking), while a bank |
| may have line groups and splits dedicated to specific types of loans and |
| customer services (credit card and billing inquiries). A brokerage firm may |
| have line groups and splits for stock quotes and customer orders. |
A Typical CMS Application