Lucent Technologies MERLIN LEGEND System Manager's Manual page 205

MERLIN LEGEND Communications System Release 5.0
System Manager's Guide 555-650-118
5 Putting the System to Work
Scenario 3: A Dual-Location Company
To simplify cost accounting and make outcalling more cost-effective, field
representatives access the West coast system remotely, then use the system to
dial out to customers or make tie-trunk calls to headquarters.
Customer Service
The company wants customers to receive prompt, courteous 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
The company must keep tight control of 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 5–8 outlines the needs of work groups.
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Issue 1
June 1997
Page 5-25