Lucent Technologies 5 manual General Needs, Connectivity, Cost-Effective Calling

MERLIN LEGEND Communications System Release 5.0		Issue 1
System Manager’s Guide 555-650-118		June 1997
5 Putting the System to Work
	Scenario 3: A Dual-Location Company	Page 5-24
	General Needs	5

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 most telephone users:

■Easy dialing of frequently called numbers

■Covering of calls

■Answering of calls after hours

Connectivity 5

The two sites need to communicate easily by voice and also must transmit data rapidly back and forth.

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 a LAN server. 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 frequently find electronic mail convenient.

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 group videoconferencing to meet without the need for travel. Personal desktop videoconferencing and data-sharing are essential to ensure that product design and factory operations mesh smoothly and that manufacturing problems are resolved rapidly.

Cost-Effective Calling 5

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.