Lucent Technologies 555-661-150 manual General Needs

MERLIN LEGEND Communications System Release 6.1	Issue 1
Network Reference 555-661-150	August 1998
2 Call-Handling Scenarios
Network Configuration Scenarios	Page 2-34

General Needs

The company has several broad areas of concern:

■Connectivity

■Cost-effective calling

■Customer service

■Toll fraud and calling restrictions

In addition, the company would like to provide these features to all or many employees:

■Easy dialing of non-local extensions and frequently called numbers

■Covering of calls

■Answering of calls after hours

■Share voice/fax messages from customers with co-workers

■Broadcast voice messages to all employees

Connectivity. The two sites need to communicate easily by voice and also must transmit data rapidly back and forth between headquarters and West coast operations.

Many staff members in both locations require connectivity to the company’s customer, inventory, and order processing databases. The company uses two local area networks (LANs) that share data communications equipment (DCE) connected to LAN servers. The LANs are internetworked. Volume is high, and communications must be speedy in order to serve both direct marketing and corporate customers.

Customers place orders to high-speed Group IV (G4) fax machines and also use slower analog fax equipment. In addition, some customers transmit orders electronically over the Internet, and off-site employees in particular find Internet electronic mail convenient. They also must access their company voice mailboxes from the field.

Executives and professional staffers use the Internet to communicate with customers and associates outside the company, review developments in their industry, and keep up with professional organizations in their fields.

In addition, executives use videoconferencing to meet without the need for travel. Furthermore, videoconferencing and data-sharing are also essential to ensure that product design and factory operations mesh smoothly and that manufacturing problems are resolved rapidly.

Cost-Effective Calling. The company uses incoming and outgoing 800 and WATS services for customer interaction. In addition, customers need to call in directly when they require help, without going through an operator. They often use an automated response system to check their order status or place a small order.