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 2-7

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AT&T 999-501-149 system manual CMS and Other, Businesses