MERLIN LEGEND Communications System Release 6.1
Network Reference
555-661-150
Issue 1
August 1998
Call-Handling Scenarios
Page 2-38Network Configuration Scenarios
2
Individual Needs 2
Table 2–7 describes the individual needs of certain staff members.
Table 2–7. Individual Needs
Table 2–6. Work Group Needs, Continued
Work Group Needs
Order-Takers’ and
Customer Service
Supervisor
Ability to observe and control the order agents’ calls (for example, to
know who is available) and immediately see whether too many callers
are waiting. When a caller has waited a certain length of time or a
caller has asked to leave a message, the call should go to a voice
messaging system. 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 access callers, to help
avoid toll fraud by hackers
Field Sales
Representatives
Ability for field representatives to have calls forwarded from the West
coast office to their off-site telephones
Factory and
Warehouse
Personnel
Ability to be summoned by loudspeaker when necessary
Ability to hear an extra alert when a call arrives in some noisier areas
Calling restrictions
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 centralized VMS/AA 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 centralized VMS/AA when
unavailable
System Manager/MIS
Manager
Ability to manage two systems using computers
Ability to manage one system remotely
Ability to generate reports about phone usage, call traffic, and
facilities usage
Continued on next page
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