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MERLIN LEGEND Communications System Release 6.1
Network Reference
555-661-150
Issue 1
August 1998
Call-Handling Scenarios
Page 2-35Network Configuration Scenarios
2
To simplify cost accounting and make outcalling more economical, field
representatives access the West coast system remotely, then use the system to
dial out to customers, make intersystem calls to headquarters in Chicago, and
make ARS calls to the Midwest.
Employees at each location use ARS to dial numbers in the local calling area of
the other system, and the system manager has programmed ARS to decrease toll
costs for these calls. Later in this scenario, “Network Planning” on page 44
provides additional details.
Customer Service. 2The company wants customers to receive prompt, courteous
attention when they must speak to an order-taker or customer service
representative. The staff works closely together to ensure that agents understand
how to use the communications systems effectively to provide the best possible
service. The staff supervising the customer service representatives observes the
calls to ensure that every customer receives prompt, courteous attention.
Managers must ensure that staffing levels and communications facilities respond
to customer needs during both peak and off-peak call-in times.
Toll Fraud and Calling Restrictions. 2The company must keep tight control of
telecommunications costs and prevent toll fraud by hackers attempting to access
their system remotely and then dial out from it. When a new product is released,
the company brings in temporary order-taking agents, and this also presents a
toll-fraud risk.
Work Group Needs 2
Several groups of people work together and interact with customers and
co-workers in similar ways. Some of them also have individual needs.
Table 2–6
outlines the needs of work groups.