Lucent Technologies 555-661-150 manual Work Group 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 2-35

To simplify cost accounting and make outcalling more economical, field representatives access the West coast system remotely, then use the system to dial out to customers, make intersystem calls to headquarters in Chicago, and make ARS calls to the Midwest.

Employees at each location use ARS to dial numbers in the local calling area of the other system, and the system manager has programmed ARS to decrease toll costs for these calls. Later in this scenario, “Network Planning” on page 44 provides additional details.

Customer Service. The company wants customers to receive prompt, courteous attention when they must speak to an order-taker or customer service representative. The staff works closely together to ensure that agents understand how to use the communications systems effectively to provide the best possible service. The staff supervising the customer service representatives observes the calls to ensure that every customer receives prompt, courteous attention. Managers must ensure that staffing levels and communications facilities respond to customer needs during both peak and off-peak call-in times.

Toll Fraud and Calling Restrictions. The company must keep tight control of telecommunications costs and prevent toll fraud by hackers attempting to access their system remotely and then dial out from it. When a new product is released, the company brings in temporary order-taking agents, and this also presents a toll-fraud risk.

Work Group Needs

Several groups of people work together and interact with customers and co-workers in similar ways. Some of them also have individual needs.

Table 2–6 outlines the needs of work groups.