Lucent Technologies 555-661-150 User Manual

Issue 1

August 1998

Call-Handling Scenarios 

Page 2-38

Network Configuration Scenarios 

2

Table 2–7

 describes the individual needs of certain staff members. 

Order-Takers’ and 
Customer Service 
Supervisor

Ability to observe and control the order agents’ calls (for example, to 
know who is available) and immediately see whether too many callers 
are waiting. When a caller has waited a certain length of time or a 
caller has asked to leave a message, the call should go to a voice 
messaging system. 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 access callers, to help 

avoid toll fraud by hackers

Field Sales 
Representatives

Ability for field representatives to have calls forwarded from the West 
coast office 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 centralized VMS/AA 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 centralized VMS/AA when 
unavailable

System Manager/MIS 
Manager

Ability to manage two systems using computers

Ability to manage one system remotely

Ability to generate reports about phone usage, call traffic, and 
facilities usage