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A Typical CMS Application
❍
Personal
Travel
Split
❍
Support
Split
❍
Charter
Travel
Split
❍
Corporate
Travel
Split
The following example shows how Bon Voyage Travel Agency, a hypothetical
business, uses CMS.
CMS AND BON VOYAGE
TRAVEL
At Bon Voyage Travel, agents plan and book trips for several types of
customers. Most of the travel agency’s orders are placed by phone, so CMS
is an important part of the agency’s daily business transactions.
In order to handle three different types of customers and to manage the
frequent overflow of calls, Bon Voyage’s CMS administrator has divided the
telephone lines customers use into four line groups and organized the travel
agents into four splits.
Figure 2-1 shows a diagram of Bon Voyage Travel’s
CMS.
FIGURE 2-1 Bon Voyage Travel’s CMS.
Special Line Group
555-8532
555-8518
555-8531
Public Line Group
555-1816
555-1808
555-1818
555-8515
Charter Line Group
555-0911 555-0914
555-0912 555-0915
555-0913 555-0916
Corporate Line Group
555-0917
555-0918
Calls routed to main spilt
Calls Intraflowed to secondary split
A Typical CMS Application 2-5