Bon Voyage Travel's Other Call Traffic - AT&T Call Management System Supervizor's Manual

Introduction to CMS
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4 Support Split
The number of agents available for CMS calls in Bon Voyage Travel's
fourth split, the Support split, varies according to the incoming call
traffic. The employees who staff this split have primary responsibilities
that do not involve CMS, such as bookkeeping, advertising, and trip
packaging. But since these people have some experience as travel
agents, they are often asked to back up the Charter Travel split when
call traffic is heavy on the lines in the Charter line group
the Support split becomes a secondary split covering the Charter line
group.
People assigned to the Support split are often away from their desks,
so calls coming into the Support split on the Charter lines ring at all
phones in the split. Then the Support person who is free to answer the
call can pick up the nearest telephone. (This feature, called All-Ring
operation, is explained in more detail later in this guide and in the CMS
Installation and Programming Guide.)

Bon Voyage Travel's Other Call Traffic

All of Bon Voyage Travel's phones and outside telephone lines are part of the
agency's MERLIN LEGEND Communications System. However, some
phones and outside lines are not assigned to the Call Management System.
They operate outside of CMS.
Agents and non-agents use the lines not assigned to CMS for all outgoing
calls and all non-revenue-producing incoming calls. It is recommended that
CMS lines not be used to place outgoing calls or to accept non-revenue pro-
ducing incoming calls.
Because this guide focuses on the operation of CMS, it refers to the com-
ponents of Bon Voyage Travel's MERLIN LEGEND system that are not
assigned to CMS only when necessary to clarify some point about CMS
operation.
1-10 A Typical CMS Application
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