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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 5-32Scenario 3: A Dual-Location Company
5
■ Sales Group. Remote Access passwords (barrier codes) help ensure that
field representatives, not hackers, are able to first access the system and
then call out; passwords are associated with ARS restrictions, and the
system manager changes them often.
Although they do not have on-site offices, each representative does have a
voice mailbox in the voice messaging system (with no corresponding
system extension). They often have calls forwarded to their off-site offices
by using the Remote Call Forwarding feature.
Individuals 5
The following equipment, features, and applications meet the needs of individuals
at the company:
■ Executives. Executives use the Do Not Disturb feature to prevent calls
from ringing for meetings and conferences. They also use the Authorization
Codes feature for calling from any extension using their own calling
privileges. Executives use MLX-16DP telephones. (See below for a
description of how executive calls are covered.)
■ Executive Secretaries. General calls come in for executives on emulated
DID lines/trunks. Personal calls for executives come in on their own
personal lines, which the operator/receptionist does not answer. The
system’s Shared System Access (SSA) buttons allow the secretaries to
answer these lines. The bosses’ SA lines do not ring. The system’s Notify
feature allows them to visually alert their bosses when a caller is waiting.
When the callers request it, the secretaries can transfer them to voice mail
using the Direct Voice Mail feature. When a secretary is unavailable, she
uses either the voice messaging system (after hours) or another secretary
as backup. Each secretary has SSA buttons for each executive; calls for a
secretary’s own boss ring immediately; calls for another executive ring after
a delay. When calls on SSA buttons are forwarded to voice mail, they go to
the managers’ mailboxes. Secretaries use MLX-20L telephones so that
they can easily dial for their bosses.
■ Operator/Receptionist. At headquarters, callers who wish to speak to an
operator/receptionist, rather than to Intuity CONVERSANT or Intuity
AUDIX, can press
0
. Both operator/receptionists use MLX-20L telephones
programmed as Queued Call Consoles (QCCs).
■ System Manager. The system manager manages one remote system and
one on-site system. For security reasons, the system manager uses
password access to the remote system. The system manager has an
MLX-20L telephone and uses SPM for the on-site and remote systems.
The system manager has a dedicated modem to ensure immediate access
to the remote system; her PC is directly connected to the on-site system.
To help with her own assessments of facilities usage, the system manager
uses the system’s MERLIN LEGEND Reporter application. Working closely
with customer service and sales supervisors, she analyzes the
effectiveness of the system’s facilities during peak and off-peak incoming
calling periods. She ensures that customer service and order-taking agents