AT&T Call Management System Supervizor's Manual page 24

Introduction to CMS
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Personal Travel Split
1
The Personal Travel split handIes calls from customers wanting to plan
and book their personal vacations. There are seven agents in this
split.
Calls come into this split on two line groups: the Public line group
and the Special line group
lines (555-1 816, 555-1808, 555-1818, and 555-851 5), which are adver-
tised in the Yellow Pages, local newspapers, and national travel maga-
zines.
The Special line group has three lines (555-8532, 555-8518, and 555-
8531 ), which are reserved for valued repeat customers who may book
several trips with Bon Voyage Travel each year.
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Charter Travel Split
2
The agents in the Charter Travel split arrange trips for groups and fre-
quently book trips for local and national holiday clubs. There are
seven agents in this split.
Calls to this split come in on the Charter line group
of six numbers: 555-0911,555-0912, 555-1913, 555-0914, 555-0915,
and 555-0916. Occasionally a customer who has previously made
travel arrangements through a holiday club may call one of these
numbers to make personal travel arrangements. In such cases the
agent in the Charter split who receives the call transfers it to an agent
in the Personal Travel split. (This feature, called Transfer-to-Split, or
Transfer-to-Queue, is explained in detail later in this guide and in the
CMS Installation and System Programming Guide.)
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3
Corporate Travel Split
The Corporate Travel split handles business trips for large corpora-
tions, This split, consisting of two agents, is the main split for the Cor-
porate line group
group are 555-0917 and 555-1918.
Since both the Personal Travel split and the Corporate Travel split han-
dle individual trips, the Corporate Travel split serves as a secondary
split (a backup split) to handle call overflow from the Personal Travel
split.
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The Public line group consists of four
B
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D
The telephone numbers for the Corporate line
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C
which consists
A Typical CMS Application 1-9
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A