Lucent Technologies 555-661-150 manual General System Description

MERLIN LEGEND Communications System Release 6.1	Issue 1
Network Reference 555-661-150	August 1998

2Call-Handling Scenarios

Network Configuration Scenarios		Page 2-39
Table 2–7. Individual Needs, Continued
Staff Members	Needs

Operator/ Receptionist (Headquarters)

Ability to page certain groups or all staff members

Answering of all calls, except those that go directly to agents or executive secretaries, by an automated operator who directs calls according to the touch-tones entered by callers; callers can choose to talk to the operator by pressing ￿.

General System Description 2

The system includes equipment, system features, and applications to satisfy needs in three categories:

■Company-wide

■Work groups

■Individuals

Company-Wide System Equipment and Features

The company uses the following general equipment and applications to provide basic functionality for the business:

■PSTN Lines/Trunks. Both systems use Digital Signal 1 (DS1) facilities, connected to the system by 100D modules, providing more features, speed, and toll-fraud security than ground-start or loop-start lines/trunks. The West coast T1 facility consists of 24 channels. A channel functions as a line/trunk and is programmed for voice (analog service) or data (T1 Switched 56 digital service). T1 channels are also used for personal lines, for analog data transfer with outside parties by modem or analog fax machine. T1 Switched 56 digital service supports videoconferencing as well as data exchange through ISDN terminal adapters.

At headquarters in Chicago, order-takers and customer service staffers use outside PRI facilities. This provides call routing by dial plan for DID-like functionality and allows the phone agents to take advantage of ANI services that the company subscribes to from network service providers. The ANI service provides incoming caller information for customer calls arriving on the customer 800 lines.

At headquarters, the company’s CTI link allows use of PassageWay

Telephony Services applications over the company’s LANs, which run Novell®NetWare®software. MERLIN LEGEND Reporter collects call information from the Station Message Detail Recording (SMDR) jack at the headquarters location.