Lucent Technologies 5 manual Merlin Legend Communications System Release

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 5-31

Five delay announcement devices (Release 5.0 and later systems) are attached to play messages for customers calling both groups. Four primary delay announcement devices play an announcement for callers; a secondary delay announcement reassures those callers who have waited for 30 seconds or more after hearing the first announcement. Callers also hear Music On Hold while they wait.

For faxed-in orders, fax machines are in a calling group so that they are accessed through one phone number; orders are received by the next available fax machine in the group.

A programmed button on the supervisor’s console signals when too many callers are waiting; its LED signals three levels of severity (Release 5.0 and later systems only) by flashing, winking, or lighting steadily.

Calls arrive on PRI lines to the separate calling groups (Intuity CONVERSANT and AUDIX, agents, and fax machines) in both locations, bypassing the operator/receptionist. All agents’ phones have headsets attached for hands-free operation.

Customer service representatives use a CTI link power-dialing LAN application to reach large numbers of customers rapidly.

Two agents in each group use ISDN terminal adapters to respond to orders and customer service requests through Internet electronic mail.

Supervisors have Direct-Line Consoles (DLCs) and Direct Station Selectors (DSS) with a button for each agent extension, and with the Extension Status feature to monitor the status of agents’ extensions. The Group Calling Overflow Threshold Time setting (Release 4.0 and later systems only) monitors when a caller is waiting too long. Then the call is sent to an overflow receiver. They use the system’s MERLIN LEGEND Reporter application to respond rapidly when a customer calls service or order-taking groups and then hangs up. MERLIN LEGEND Reporter signals a hang-up rapidly, recording the phone number of the caller.

■Engineering Group. Design and quality engineers, along with drafters and the Vice-President of Product Design, share a desktop videoconferencing workstation. There is a system at each location. They use this desktop videoconferencing application for data-sharing, video meetings, and cooperative work on documents. Each desktop video system uses two MLX channels and two T1 channels (2B data) programmed for data operation; communication is at 112 kilobits per second. No additional data communications equipment (DCE) is required. The engineers also use the PictureTel group videoconferencing system described earlier in this section.

■Factory and Warehouse Personnel. People in the warehouse and factory hear loudspeakers from the paging system. When a call comes into these areas, extra bells alert personnel on the floor.