Case Studies
Case Study #1

About the Customer

Tennis Land is a sports center that offers tennis enthusiasts six tennis courts
and a large, well-stocked shop for purchasing a variety of tennis paraphernalia
including racquets and tennis wear. In addition, Tennis Land offers lessons and
clinics from staff coaches. When the coaches are not giving lessons or clinics,
hosting tournaments, or traveling with the Tennis Land team in exhibition
matches, they help the sales people in the shop. Stan Williams—the owner,
Sally Parker—the manager, and the coaches all have private offices.
Stan purchased a PARTNER Advanced Communications System Release 1.0
and a PARTNER MAIL VS Release 4 Voice Messaging System. He believes that
the systems’ features will help his employees provide better service to
customers.
Sally is responsible for managing the systems; she established these facts:
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The system will have three outside lines and 8 extensions.
The clerk will have a PARTNER-18D phone at extension 10. Sally’s
PARTNER-18D phone will be extension 11. Stans’ PARTNER-18D phone
will be extension 12. The three coaches will have PARTNER-18 phones.
Two MLS-12 phones will be in the shop.
Stan’s callers should be able to reach him without having to be
transferred by an employee or the PARTNER MAIL VS system, so Stan
will have a personal line. When Stan is not available, his callers will be
sent directly to his mailbox where they can leave messages.
Stan prefers that customers speak with an employee while the center is
open, so all lines will ring at all phones. Although there is no receptionist,
the clerk and the salespeople will serve the receptionist function by
answering calls when they can.
During business hours, calls will go to the Automated Attendant Service
of the PARTNER MAIL VS system only when the clerk and salespeople
are busy.
All of Tennis Land’s customers and employees speak English, so the
PARTNER MAIL VS system will be set for Monolingual Mode with U.S.
English as the System Language.
Potential customers call frequently to inquire about Tennis Land’s hours
and location, as well as tournament and exhibition match schedules.
Therefore, when the Automated Attendant Service answers, callers can
choose to hear either an announcement that includes Tennis Land’s
hours of operation and directions to the center or another detailing
current and upcoming competitions.
Callers who receive Automated Attendant Service and want to speak to a
salesperson will be able to reach the first available person in the shop.
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