Lucent Technologies 5 User Manual

Issue 1

June 1997

Putting the System to Work 

Page 5-27

Scenario 3: A Dual-Location Company 

5

 describes the individual needs of certain staff members. 

Order-Takers and 
Customer Service 
Personnel

continued

Stringent calling restrictions for all agents except those allowed to use 
WATS services.

Ability for callers to fax or email orders

Order-Takers’ and 
Customer Service 
Supervisor

Ability to monitor and control the order agents’ calls (for example, to 
know who is available) and immediately see if too many callers are 
waiting. When a caller has waited a certain length of time (Release 
4.0 and later systems only), the call should go to an overflow receiver. 
The supervisor makes sure that enough agents are available and that 
callers are not waiting too long, either for agents or overflow 
receiver(s). When a caller hangs up without speaking to a company 
representative, the supervisor must be able to call the customer back 
promptly. 

Sales Support Staff Barrier code (password) access for remote callers, to help avoid toll 

fraud by hackers

Field Sales 
Representatives

Ability for field representatives to have calls forwarded from the West 
coast site to their off-site telephones

Factory and 
Warehouse 
Personnel

Ability to be summoned by loudspeaker when necessary

Ability to hear an extra alert when a call arrives in some noisier areas

Calling restrictions

Executive Managers

Ability to make unrestricted calls from any extension

Screening and coverage of all calls, by secretary during normal 
hours and by voice mail after hours

Ability to work or confer without being disturbed, even by secretary 

Executive Secretaries

Ability to receive bosses’ calls directly, without those calls going 
through an operator/receptionist

Call-covering by other secretary or voice mail when unavailable