Lucent Technologies 5 manual Work Groups

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 5-30

People in both locations use these features:

■Covering Calls. Calls are covered using SSA buttons, call coverage features (Cover buttons), Call Forwarding, and Group Pickup.

■Security. Authorization Codes allow executives to call from any extension using their own privileges. ARS restrictions limit toll-calling privileges for many extensions.

!SECURITYlALERT:

For more information about security, consult “‘‘Security of Your

System: Preventing Toll Fraud’’, in Appendix A, ‘Customer‘ Support Information’’.

■Speed Dialing. Personal and System Speed dial codes and directories help people quickly reach frequently called numbers. Some staff members also use Auto Dial buttons. The CTI Link feature allows many staff members to use power-dialing applications for rapid outcalling to customers.

!SECURITYlALERT:

Never program passwords and/or authorization codes as Speed Dial codes.

Both features and equipment fill paging needs. A loudspeaker paging system connected to the control unit in the West coast office allows the receptionist to page people working in noisy areas such as the factory. The system’s Group Paging feature serves the same purpose for people in offices.

Work Groups 5

The following work groups use specialized equipment, features, and applications that serve their needs:

■Executive Managers. Each location includes a conference room with a PictureTel group videoconferencing system that allows face-to-face meetings. The systems use one MLX port each (programmed for 2B data), and each uses two T1 channels programmed for data operation; communication is at 112 kilobits per second.

■Agent Groups. The Intuity CONVERSANT application is used for automated ordering, allowing customers to order using their touch-tone phones; if callers choose, they can talk to an agent by pressing 0. Agents use a LAN-based application to access customer information as calls arrive on PRI lines routed by dial plan. The system’s Computer Telephony Integration (CTI) link (Release 5.0 and later systems only) connects the system to a Novell NetWare Telephony Services server to enable this LAN-based software application to work with the system.