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MERLIN LEGEND Communications System Release 6.1
Network Reference
555-661-150
Issue 1
August 1998
Call-Handling Scenarios
Page 2-37Network Configuration Scenarios
2
Table 2–6. Work Group Needs, Continued
Work Group Needs
Order-Takers and
Customer Service
Personnel
Ability for small-order customers to access an automatic ordering
system in which they use their touch-tone phones to enter account
numbers, product codes, and so on, without having to wait for an
agent. They have the option of speaking to an agent.
Ability for calls from customers who buy in large quantities to be
directed to the groups of agents, bypassing the operator, so that the
most-idle agent can answer a call. If no agents are available, the
caller should hear an initial announcement stating that an agent will
soon take the call and offering the option to leave a voice mail
message instead of waiting. For callers who must wait longer, a
second announcement is needed to urge callers to stay on the line.
While a caller is on hold, he or she should hear music.
Ability to use a LAN-based software application, in conjunction with
PRI-ANI services from a telecommunications provider, to rapidly pop
up database information about a customer, based on the caller’s
telephone number.
Hands-free operation of their telephones so they can enter order
information, review customer history, or check on orders in progress
while talking to a customer
Stringent calling restrictions for all agents except those allowed to use
WATS services.
Ability for callers to fax or email orders.
Continued on next page