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MERLIN LEGEND Communications System Release 5.0
System Manager’s Guide
555-650-118
Issue 1
June 1997
Putting the System to Work
Page 5-24Scenario 3: A Dual-Location Company
5
General Needs 5
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 most
telephone users:
■ Easy dialing of frequently called numbers
■ Covering of calls
■ Answering of calls after hours
Connectivity 5
The two sites need to communicate easily by voice and also must transmit data
rapidly back and forth.
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 a LAN server. 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 frequently find electronic
mail convenient.
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 group videoconferencing to meet without the need for
travel. Personal desktop videoconferencing and data-sharing are essential to
ensure that product design and factory operations mesh smoothly and that
manufacturing problems are resolved rapidly.
Cost-Effective Calling 5
The 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.