MERLIN LEGEND Communications System Release 6.1 | Issue 1 |
Network Reference 555-661-150 | August 1998 |
2 Call-Handling Scenarios | |
Network Configuration Scenarios | Page 2-42 |
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■Agent Groups. When calls are routed by dial plan from outside PRI facilities with ANI, agents use a LAN-based PassageWay Telephony Services application to access customer information as calls arrive. Calling party information is used as a key field in the company’s customer database, and allows agents’ PassageWay Telephony Services worktop software applications to bring up customer history files. Customer service representatives use a CTI link power-dialing LAN application to reach large numbers of customers rapidly.
Two delay announcement devices are attached to play messages for customers calling both groups. The primary delay announcement device plays an announcement for callers; a secondary delay announcement reassures those callers who have waited for 30 seconds or more after hearing the first announcement. Callers also hear Music On Hold while they wait. During a delayed announcement, callers have the option of dialing # in order to leave a message for an agent at the centralized VMS/AA, rather than waiting in the calling group queue.
Supervisors have Direct-Line Consoles (DLCs) and Direct Station Selectors (DSSs) with a button for each agent extension on the local system, and with the Extension Status feature to monitor the status of agents’ extensions. The Group Calling Overflow Threshold Time setting signals when too many callers are waiting in the queue. Supervisors use the system’s MERLIN LEGEND Reporter application to respond when a customer calls service or order-taking groups and then hangs up before an agent answers. MERLIN LEGEND Reporter signals a hang-up, recording the phone number of the caller.
For Release 6.1 or later systems only, supervisors have Service Observing buttons on their stations so that they may observe calls in-progress at customer service representative’s extensions. Supervisors cannot observe calls across the private network.
For faxed-in orders, fax machines are in a calling group so that they are accessed through one phone number; orders are received by the next available fax machine in the group.
A programmed button on the supervisor’s console signals when too many callers are waiting; its LED signals three levels of severity (Release 5.0 and later systems only) by flashing, winking, or lighting steadily.
All agents’ phones have headsets attached for hands-free operation.
Two agents in each group use ISDN terminal adapters to respond to orders and customer service requests through Internet electronic mail.
■Engineering Group. Design and quality engineers, along with drafters and the Vice-President of Product Design, share a desktop videoconferencing workstation in the West coast office. There is also a desktop video system at headquarters. They use this desktop videoconferencing application for data-sharing, video meetings, and cooperative work on documents. Each desktop video system uses one MLX port and two T1 channels (2B data) programmed for data operation; communication is at 112 kilobits per
