AT&T MERLIN LEGEND Release 3.1 System Manager's Manual page 211

Scenario 3: A Dual-Location Company
Agent Groups. The CONVERSANT application is used for automated
ordering, allowing customers to order using their touch-tone phones; if
callers choose, they can talk to an agent by pressing . The system has
two Call Management Systems (CMSs) to answer customer order calls or
customer service calls and distribute them to agents. A Delay
Announcement device is attached for both groups, and callers hear
Music On Hold while they wait. For faxed-in orders, fax machines are in a
calling group so they are accessed through one phone number; orders
are received by the next available fax machine in the group.
Calls arrive on emulated Direct Inward Dial (DID) trunks to the separate
calling groups (CONVERSANT, agents, and fax machines) in both
locations, bypassing the operator/receptionist. All agents' phones have
headsets attached for hands-free operation.
Two agents in each group use ExpressRoute 1000 ISDN Terminal
Adapters, available through the LAN, to respond to orders and customer
service requests through Internet electronic mail.
Supervisors have Direct-Line Consoles (DLCs) and Direct Station
Selectors (DSS) with a button for each agent extension, and with the
Extension Status feature to monitor the status of agents' extensions. The
Group Calling Overflow Threshold Time setting (Release 4.0 and later
systems only) monitors when a caller is waiting too long. Then the call is
sent to an overflow receiver.
Engineering Group. Design and quality engineers, along with drafters
and the Vice-President of Product Design, share a desktop
videoconferencing workstation. There is a system at each location. They
use this desktop videoconferencing application for data-sharing, video
meetings, and cooperative work on documents. Each desktop video
system uses two MLX channels and two T1 B-channels (2B data)
programmed for data operation; communication is at 112 kilobits per
second. No additional data communications equipment (DCE) is
required. The engineers also use the PictureTel group videoconferencing
system described above.
Factory and Warehouse Personnel. People in the warehouse and
factory hear loudspeakers from the paging system. When a call comes
into these areas, extra bells alert personnel on the floor.
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.
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Putting the System to Work