MERLIN LEGEND Communications System Release 6.1 | Issue 1 |
Network Reference | August 1998 |
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2Call-Handling Scenarios
Network Configuration Scenarios | Page | ||
Table |
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Work Group | Needs |
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Ability to observe and control the order agents’ calls (for example, to | |||
Customer Service | know who is available) and immediately see whether too many callers | ||
Supervisor | are waiting. When a caller has waited a certain length of time or a | ||
| caller has asked to leave a message, the call should go to a voice | ||
| messaging system. When a caller hangs up without speaking to a | ||
| company representative, the supervisor must be able to call the | ||
| customer back promptly. |
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Sales Support Staff | Barrier code (password) access for remote access callers, to help | ||
| avoid toll fraud by hackers |
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Field Sales | Ability for field representatives to have calls forwarded from the West | ||
Representatives | coast office to their |
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Factory and | Ability to be summoned by loudspeaker when necessary |
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Warehouse | Ability to hear an extra alert when a call arrives in some noisier areas | ||
Personnel | |||
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| Calling restrictions |
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Individual Needs | 2 |
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Table
Table 2–7. Individual Needs
Staff Members | Needs |
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Executive Managers | Ability to make unrestricted calls from any extension |
| Screening and coverage of all calls, by secretary during normal |
| hours and by centralized VMS/AA after hours |
| Ability to work or confer without being disturbed, even by secretary |
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Executive Secretaries | Ability to receive bosses’ calls directly, without those calls going |
| through an operator/receptionist |
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| unavailable |
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System Manager/MIS | Ability to manage two systems using computers |
Manager | Ability to manage one system remotely |
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| Ability to generate reports about phone usage, call traffic, and |
| facilities usage |
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