Work Group Needs - Lucent Technologies MERLIN LEGEND Release 6.0 Network Reference Manual

MERLIN LEGEND Communications System Release 6.0
Network Reference 555-660-150
2 Call-Handling Scenarios
Network Configuration Scenarios
To simplify cost accounting and make outcalling more economical, field
representatives access the West coast system remotely, then use the system to
dial out to customers, make intersystem calls to headquarters in Chicago, and
make ARS calls to the Midwest.
Employees at each location use ARS to dial numbers in the local calling area of
the other system, and the system manager has programmed ARS to decrease toll
costs for these calls. Later in this scenario,
provides additional details.
Customer Service.
attention when they must speak to an order-taker or customer service
representative. The staff works closely together to ensure that agents understand
how to use the communications systems effectively to provide the best possible
service. Managers must ensure that staffing levels and communications facilities
respond to customer needs during both peak and off-peak call-in times.
Toll Fraud and Calling Restrictions.
telecommunications costs and prevent toll fraud by hackers attempting to access
their system remotely and then dial out from it. When a new product is released,
the company brings in temporary order-taking agents, and this also presents a
toll-fraud risk.

Work Group Needs

Several groups of people work together and interact with customers and
co-workers in similar ways. Some of them also have individual needs.
Table 2–6
Table 2–6. Work Group Needs
Work Group
President and vice-
presidents, W.
Coast Division
Mgr., Plant Mgr.,
Personnel Mgr.
Executive
Secretaries
The company wants customers to receive prompt, courteous
outlines the needs of work groups.
Needs
Ability to meet frequently, face to face, without incurring travel costs
Ability to receive bosses' calls directly, without those calls going
through an operator/receptionist
Call-covering by other secretary or voice mail
"Network Planning" on page 2–39
The company must keep tight control of
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February 1998
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