Individual 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
Table 2–6.
Work Group
Order-Takers' and
Customer Service
Supervisor
Sales Support Staff Barrier code (password) access for remote access callers, to help
Field Sales
Representatives
Factory and
Warehouse
Personnel

Individual Needs

Table 2–7
Table 2–7. Individual Needs
Staff Members
Executive Managers
Executive Secretaries
System Manager/MIS
Manager
Needs
Ability to monitor and control the order agents' calls (for example, to
know who is available) and immediately see whether too many callers
are waiting. When a caller has waited a certain length of time or a
caller has asked to leave a message, the call should go to an overflow
receiver. The supervisor makes sure that enough agents are
available and that callers are not waiting too long, either for agents or
overflow receiver(s). When a caller hangs up without speaking to a
company representative, the supervisor must be able to call the
customer back promptly.
avoid toll fraud by hackers
Ability for field representatives to have calls forwarded from the West
coast office to their off-site telephones
Ability to be summoned by loudspeaker when necessary
Ability to hear an extra alert when a call arrives in some noisier areas
Calling restrictions
describes the individual needs of certain staff members.
Needs
Ability to make unrestricted calls from any extension
Screening and coverage of all calls, by secretary during normal
hours and by voice mail after hours
Ability to work or confer without being disturbed, even by secretary
Ability to receive bosses' calls directly, without those calls going
through an operator/receptionist
Call-covering by other secretary or voice mail when unavailable
Ability to manage two systems using computers
Ability to manage one system remotely
Ability to generate reports about phone usage, call traffic, and
facilities usage
2
Continued on next page
Issue 1
February 1998
Page 2-33