A Typical Cms Application; Cms And Bon Voyage Travel - AT&T MERLIN II Feature Module 2 Planning Manual

A Typical CMS Application

CMS AND BON VOYAGE
TRAVEL
Figure 1 Bon Voyage Travel's CMS.
Special Line Group
I
Public Line Group
Charter Line Group
555-0911 555-0914
555-0912 555-0915
555-0913 555-0916
Corporate Line Group
In this part of the guide you'll learn about an imaginary travel agency, Bon
Voyage Travel, which uses CMS to manage the revenue-producing incoming
call traffic for its MERLIN II communications system. Examples based on Bon
Voyage Travel are used to explain planning concepts and demonstrate
planning decisions in the remaining sections of this guide.
Calls from repeat customers and potential new customers generate most of
Bon Voyage Travel's business. CMS answers these calls and transfers them
to the appropriate agents for service.
In order to handle three different types of customers and to manage the
frequent overflow of calls, Bon Voyage's CMS administrator has divided the
telephone lines customers use into four line groups and organized the travel
agents into four splits. Figure 1 shows a diagram of Bon Voyage Travel's line
grouping and split arrangement.
I
555-8532
555-8518
555-8531
555-1816
555-1808
555-1818
555-8515
555-0917
555-0918
Calls routed to main split
Calls intraflowed to secondary split
Personal
T r a v e l
s p l i t
S u p p o r t
S p l i t
C h a r t e r
T r a v e l
S p l i t
Corporate
T r a v e l
S p l i t
A Typical CMS Application 9