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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 5-31Scenario 3: A Dual-Location Company
5
Five delay announcement devices (Release 5.0 and later systems) are
attached to play messages for customers calling both groups. Four primary
delay announcement devices play an announcement for callers; a
secondary delay announcement reassures those callers who have waited
for 30 seconds or more after hearing the first announcement. Callers also
hear Music On Hold while they wait.
For faxed-in orders, fax machines are in a calling group so that they are
accessed through one phone number; orders are received by the next
available fax machine in the group.
A programmed button on the supervisor’s console signals when too many
callers are waiting; its LED signals three levels of severity (Release 5.0 and
later systems only) by flashing, winking, or lighting steadily.
Calls arrive on PRI lines to the separate calling groups (Intuity
CONVERSANT and AUDIX, agents, and fax machines) in both locations,
bypassing the operator/receptionist. All agents’ phones have headsets
attached for hands-free operation.
Customer service representatives use a CTI link power-dialing LAN
application to reach large numbers of customers rapidly.
Two agents in each group use ISDN terminal adapters to respond to orders
and customer service requests through Internet electronic mail.
Supervisors have Direct-Line Consoles (DLCs) and Direct Station
Selectors (DSS) with a button for each agent extension, and with the
Extension Status feature to monitor the status of agents’ extensions. The
Group Calling Overflow Threshold Time setting (Release 4.0 and later
systems only) monitors when a caller is waiting too long. Then the call is
sent to an overflow receiver. They use the system’s MERLIN LEGEND
Reporter application to respond rapidly when a customer calls service or
order-taking groups and then hangs up. MERLIN LEGEND Reporter
signals a hang-up rapidly, recording the phone number of the caller.
■ Engineering Group. Design and quality engineers, along with drafters and
the Vice-President of Product Design, share a desktop videoconferencing
workstation. There is a system at each location. They use this desktop
videoconferencing application for data-sharing, video meetings, and
cooperative work on documents. Each desktop video system uses two
MLX channels and two T1 channels (2B data) programmed for data
operation; communication is at 112 kilobits per second. No additional data
communications equipment (DCE) is required. The engineers also use the
PictureTel group videoconferencing system described earlier in this
section.
■ Factory and Warehouse Personnel. People in the warehouse and factory
hear loudspeakers from the paging system. When a call comes into these
areas, extra bells alert personnel on the floor.