Lucent Technologies MERLIN LEGEND 5 - Manual (Page 207)

MERLIN LEGEND Communications System Release 5.0
System Manager’s Guide
555-650-118
Issue 1
June 1997
Putting the System to Work
Page 5-27 Scenario 3: A Dual-Location Company
5
Individual Needs 5
Table 5–9 describes the individual needs of certain staff members.
Table 5–9. Individual Needs
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
Customer Service
Supervisor Ability to monitor and control the order agents’ calls (for example, to
know who is available) and immediately see if too many callers are
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
Representatives Ability for field representatives to have calls forwarded from the West
coast site 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 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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