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MERLIN LEGEND Communications System Release 6.1
Network Reference
555-661-150
Issue 1
August 1998
Call-Handling Scenarios
Page 2-39Network Configuration Scenarios
2
General System Description 2
The system includes equipment, system features, and applications to satisfy
needs in three categories:
■ Company-wide
■ Work groups
■ Individuals
Company-Wide System Equipment and Features 2
The company uses the following general equipment and applications to provide
basic functionality for the business:
■ PSTN Lines/Trunks. Both systems use Digital Signal 1 (DS1) facilities,
connected to the system by 100D modules, providing more features,
speed, and toll-fraud security than ground-start or loop-start lines/trunks.
The West coast T1 facility consists of 24 channels. A channel functions as
a line/trunk and is programmed for voice (analog service) or data (T1
Switched 56 digital service). T1 channels are also used for personal lines,
for analog data transfer with outside parties by modem or analog fax
machine. T1 Switched 56 digital service supports videoconferencing as
well as data exchange through ISDN terminal adapters.
At headquarters in Chicago, order-takers and customer service staffers
use outside PRI facilities. This provides call routing by dial plan for DID-like
functionality and allows the phone agents to take advantage of ANI
services that the company subscribes to from network service providers.
The ANI service provides incoming caller information for customer calls
arriving on the customer 800 lines.
At headquarters, the company’s CTI link allows use of PassageWay
Telephony Services applications over the company’s LANs, which run
Novell
®
NetWare
®
software. MERLIN LEGEND Reporter collects call
information from the Station Message Detail Recording (SMDR) jack at the
headquarters location.
Table 2–7. Individual Needs, Continued
Staff Members Needs
Operator/
Receptionist
(Headquarters)
Ability to page certain groups or all staff members
Answering of all calls, except those that go directly to agents or
executive secretaries, by an automated operator who directs calls
according to the touch-tones entered by callers; callers can
choose to talk to the operator by pressing
.