Lucent Technologies 5 manual Work Group Needs

MERLIN LEGEND Communications System Release 5.0	Issue 1
System Manager’s Guide 555-650-118	June 1997

5Putting the System to Work

Scenario 3: A Dual-Location Company		Page 5-26
Table 5–8. Work Group Needs
Work Group	Needs
President and	Ability to meet frequently, face to face, without incurring travel costs
vice-presidents,
W. Coast Division
Mgr., Plant Mgr.,
Personnel Mgr.
Executive	Ability to receive bosses’ calls directly, without those calls going
Secretaries	through an operator/receptionist
	Call-covering by other secretary or voice mail
Vice-President of	Ability to exchange and work together individually on documents and
Product Design	computer-generated images
Product engineers	Ability to meet as a group without incurring travel costs
Quality Assurance
Engineers
Plant Manager
Drafters
Vice-President of	Ability to access either system remotely for calling customers and
Marketing and	associates. Ability to assess performance of order-takers and
Sales	customer service reps as well as field sales personnel.
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 (Release 5.0 and later systems) 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. For callers who must wait longer, a second announcement (Release 5.0 and later systems) 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 Caller ID 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.

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