Lucent Technologies MERLIN LEGEND System Manager's Manual page 206

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
Table 5–8. Work Group Needs
Work Group
President and
vice-presidents,
W. Coast Division
Mgr., Plant Mgr.,
Personnel Mgr.
Executive
Secretaries
Vice-President of
Product Design
Product engineers
Quality Assurance
Engineers
Plant Manager
Drafters
Vice-President of
Marketing and
Sales
Order-Takers and
Customer Service
Personnel
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
Ability to exchange and work together individually on documents and
computer-generated images
Ability to meet as a group without incurring travel costs
Ability to access either system remotely for calling customers and
associates. Ability to assess performance of order-takers and
customer service reps as well as field sales personnel.
Ability for small-order customers to access an automatic ordering
system in which they use their touch-tone phones to enter account
numbers, product codes, and so on, without having to wait for an
agent. They have the option of speaking to an agent.
Ability for calls from customers who buy in large quantities to be
directed to the groups of agents, bypassing the operator, so that the
most-idle agent (Release 5.0 and later systems) can answer a call. If
no agents are available, the caller should hear an initial
announcement stating that an agent will soon take the call. For callers
who must wait longer, a second announcement (Release 5.0 and
later systems) is needed to urge callers to stay on the line. While a
caller is on hold, he or she should hear music.
Ability to use a LAN-based software application, in conjunction with
Caller ID services from a telecommunications provider, to rapidly pop
up database information about a customer, based on the caller's
telephone number.
Hands-free operation of their telephones so they can enter order
information, review customer history, or check on orders in progress
while talking to a customer.
Issue 1
June 1997
Page 5-26
Continued on next page