Lucent Technologies 5 Individual Needs, Describes the individual needs of certain staff members

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 5-27
Table 5–8.	Continued
Work Group	Needs

Order-Takers and

Customer Service

Personnel

continued

Stringent calling restrictions for all agents except those allowed to use WATS services.

Ability for callers to fax or email orders

Order-Takers’ and	Ability to monitor and control the order agents’ calls (for example, to
Customer Service	know who is available) and immediately see if too many callers are
Supervisor	waiting. When a caller has waited a certain length of time (Release
	4.0 and later systems only), the call should go to an overflow receiver.
	The supervisor makes sure that enough agents are available and that
	callers are not waiting too long, either for agents or overflow
	receiver(s). When a caller hangs up without speaking to a company
	representative, the supervisor must be able to call the customer back
	promptly.
Sales Support Staff	Barrier code (password) access for remote callers, to help avoid toll
	fraud by hackers
Field Sales	Ability for field representatives to have calls forwarded from the West
Representatives	coast site to their off-site telephones
Factory and	Ability to be summoned by loudspeaker when necessary
Warehouse	Ability to hear an extra alert when a call arrives in some noisier areas
Personnel
	Calling restrictions

Individual Needs 5

Table 5–9 describes the individual needs of certain staff members.

Table 5–9. Individual Needs

Staff Members	Needs
Executive Managers	Ability to make unrestricted calls from any extension
	Screening and coverage of all calls, by secretary during normal
	hours and by voice mail after hours
	Ability to work or confer without being disturbed, even by secretary
Executive Secretaries	Ability to receive bosses’ calls directly, without those calls going
	through an operator/receptionist
	Call-covering by other secretary or voice mail when unavailable

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