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First- and Second-Level Attendants
Auto City has a sales department that stays open after the others are closed.
Its sales staff has a reputation for professional service, so there is one Atten-
dant to answer the main phone number (Attendant A) and a second Attendant
(Attendant B) dedicated to Sales. The dealership can quickly route calls to the
customer’s salesperson and can also provide sales messages to callers.
Attendant A answers all calls and gives the caller a choice of routes (1–3
during the day, 1 at night). A caller after 6 p.m. can press 1 to reach Sales,
which is open until 9 p.m. Monday through Saturday (a caller after 6 p.m. who
holds without pressing a digit is also transferred to Sales). When the call
reaches Sales (extension 30), Attendant B greets the caller with a sales mes-
sage and a choice of routes for the Sales staff.
Figure 1-5 First- and Second-Level Attendants
1-14 Setup Decisions