MERLIN LEGEND Communications System Release 6.1 | Issue 1 |
Network Reference 555-661-150 | August 1998 |
| |
2Call-Handling Scenarios
Network Configuration Scenarios | Page 2-37 |
Table 2–6. Work Group Needs, Continued | |
Work Group | Needs | |
| |
Order-Takers and | Ability for small-order customers to access an automatic ordering |
Customer Service | system in which they use their touch-tone phones to enter account |
Personnel | numbers, product codes, and so on, without having to wait for an |
| agent. They have the option of speaking to an agent. | |
Ability for calls from customers who buy in large quantities to be directed to the groups of agents, bypassing the operator, so that the most-idle agent can answer a call. If no agents are available, the caller should hear an initial announcement stating that an agent will soon take the call and offering the option to leave a voice mail message instead of waiting. For callers who must wait longer, a second announcement is needed to urge callers to stay on the line. While a caller is on hold, he or she should hear music.
Ability to use a LAN-based software application, in conjunction with PRI-ANI services from a telecommunications provider, to rapidly pop up database information about a customer, based on the caller’s telephone number.
Hands-free operation of their telephones so they can enter order information, review customer history, or check on orders in progress while talking to a customer
Stringent calling restrictions for all agents except those allowed to use
WATS services.
Ability for callers to fax or email orders.
Continued on next page
