Lucent Technologies 5 manual Individuals

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 5-32

■Sales Group. Remote Access passwords (barrier codes) help ensure that field representatives, not hackers, are able to first access the system and then call out; passwords are associated with ARS restrictions, and the system manager changes them often.

Although they do not have on-site offices, each representative does have a voice mailbox in the voice messaging system (with no corresponding system extension). They often have calls forwarded to their off-site offices by using the Remote Call Forwarding feature.

Individuals 5

The following equipment, features, and applications meet the needs of individuals at the company:

■Executives. Executives use the Do Not Disturb feature to prevent calls from ringing for meetings and conferences. They also use the Authorization Codes feature for calling from any extension using their own calling privileges. Executives use MLX-16DP telephones. (See below for a description of how executive calls are covered.)

■Executive Secretaries. General calls come in for executives on emulated DID lines/trunks. Personal calls for executives come in on their own personal lines, which the operator/receptionist does not answer. The system’s Shared System Access (SSA) buttons allow the secretaries to answer these lines. The bosses’ SA lines do not ring. The system’s Notify feature allows them to visually alert their bosses when a caller is waiting. When the callers request it, the secretaries can transfer them to voice mail using the Direct Voice Mail feature. When a secretary is unavailable, she uses either the voice messaging system (after hours) or another secretary as backup. Each secretary has SSA buttons for each executive; calls for a secretary’s own boss ring immediately; calls for another executive ring after a delay. When calls on SSA buttons are forwarded to voice mail, they go to the managers’ mailboxes. Secretaries use MLX-20L telephones so that they can easily dial for their bosses.

■Operator/Receptionist. At headquarters, callers who wish to speak to an operator/receptionist, rather than to Intuity CONVERSANT or Intuity AUDIX, can press 0. Both operator/receptionists use MLX-20L telephones programmed as Queued Call Consoles (QCCs).

■System Manager. The system manager manages one remote system and one on-site system. For security reasons, the system manager uses password access to the remote system. The system manager has an MLX-20L telephone and uses SPM for the on-site and remote systems. The system manager has a dedicated modem to ensure immediate access to the remote system; her PC is directly connected to the on-site system.

To help with her own assessments of facilities usage, the system manager uses the system’s MERLIN LEGEND Reporter application. Working closely with customer service and sales supervisors, she analyzes the effectiveness of the system’s facilities during peak and off-peak incoming calling periods. She ensures that customer service and order-taking agents