Lucent Technologies MERLIN LEGEND System Manager's Manual page 207

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. Continued
Work Group
Order-Takers and
Customer Service
Personnel
continued
Order-Takers' and
Customer Service
Supervisor
Sales Support Staff Barrier code (password) access for remote callers, to help avoid toll
Field Sales
Representatives
Factory and
Warehouse
Personnel
Individual Needs
Table 5–9
Table 5–9. Individual Needs
Staff Members
Executive Managers
Executive Secretaries
Needs
Stringent calling restrictions for all agents except those allowed to use
WATS services.
Ability for callers to fax or email orders
Ability to monitor and control the order agents' calls (for example, to
know who is available) and immediately see if too many callers are
waiting. When a caller has waited a certain length of time (Release
4.0 and later systems only), 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.
fraud by hackers
Ability for field representatives to have calls forwarded from the West
coast site 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
5
Continued on next page
Issue 1
June 1997
Page 5-27