A Typical Cms Application - AT&T Merlin II Feature Module 2 System Manual

A Typical CMS Application

CMS AND BON VOYAGE
TRAVEL
FIGURE 2-1 Bon Voyage Travel's CMS.
Special Line Group
P u b l i c L i n e G r o u p
Charter Line Group
555-0911
555-0912
555-0913
Corporate Line Group
The following example shows how Bon Voyage Travel Agency, a hypothetical
business, uses CMS.
At Bon Voyage Travel, agents plan and book trips for several types of
customers. Most of the travel agency's orders are placed by phone, so CMS
is an important part of the agency's daily business transactions.
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 2-1 shows a diagram of Bon Voyage Travel's
CMS.
555-8532
555-8518
555-8531
555-1816
555-1808
555-1818
555-8515
555-0914
555-0915
555-0916
555-0917
555-0918
Calls routed to main spilt
Calls Intraflowed to secondary split
Personal
T r a v e l
S p l i t
Support
S p l i t
Charter
T r a v e l
S p l i t
Corporate
Travel
S p l i t
A Typical CMS Application 2-5