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MERLIN LEGEND Communications System Release 6.1
Network Reference
555-661-150
Issue 1
August 1998
Call-Handling Scenarios
Page 2-34Network Configuration Scenarios
2
General Needs 2
The company has several broad areas of concern:
■ Connectivity
■ Cost-effective calling
■ Customer service
■ Toll fraud and calling restrictions
In addition, the company would like to provide these features to all or many
employees:
■ Easy dialing of non-local extensions and frequently called numbers
■ Covering of calls
■ Answering of calls after hours
■ Share voice/fax messages from customers with co-workers
■ Broadcast voice messages to all employees
Connectivity. 2The two sites need to communicate easily by voice and also must
transmit data rapidly back and forth between headquarters and West coast
operations.
Many staff members in both locations require connectivity to the company’s
customer, inventory, and order processing databases. The company uses two
local area networks (LANs) that share data communications equipment (DCE)
connected to LAN servers. The LANs are internetworked. Volume is high, and
communications must be speedy in order to serve both direct marketing and
corporate customers.
Customers place orders to high-speed Group IV (G4) fax machines and also use
slower analog fax equipment. In addition, some customers transmit orders
electronically over the Internet, and off-site employees in particular find Internet
electronic mail convenient. They also must access their company voice mailboxes
from the field.
Executives and professional staffers use the Internet to communicate with
customers and associates outside the company, review developments in their
industry, and keep up with professional organizations in their fields.
In addition, executives use videoconferencing to meet without the need for travel.
Furthermore, videoconferencing and data-sharing are also essential to ensure
that product design and factory operations mesh smoothly and that manufacturing
problems are resolved rapidly.
Cost-Effective Calling. 2The company uses incoming and outgoing 800 and
WATS services for customer interaction. In addition, customers need to call in
directly when they require help, without going through an operator. They often use
an automated response system to check their order status or place a small order.