User`s guide

A Typical CMS Application
In this part of the manual you’ll learn about a fictitious travel agency, Bon
Voyage Travel, which uses CMS to manage the revenue producing incoming
call traffic for its System 25 communications system. Examples based on Bon
Voyage Travel are used in the remaining sections of this manual.
CMS AND BON VOYAGE
At Bon Voyage Travel, agents plan and book trips for several types of
TRAVEL
customers. Most of the travel agency orders are placed by phone, so CMS
plays an important role in the agency’s daily business transactions.
In order to handle three different types of customers and to manage the
frequent overflow of calls, Bon Voyage Travel’s CMS Supervisor has divided
the telephone lines customers use into three line groups and organized the
travel agents into four splits. Figure 2-2 shows a diagram of Bon Voyage
Travel’s CMS.
FIGURE 2-2 Bon Voyage Travel’s CMS.
Public Line Group
4 lines with the published
number 555-3070;
2 lines with the published
number 800-555-4185;
2 priority Lines with the unpublished
number 800-555-4950;
1 transfer-queue line with
the PDC 500.
Business Line Group
4 lines with the published
number 800-555-1242;
2 lines with the published
number 555-8300.
Charter Line Group
2 lines with the published
number 555-1234;
3 lines with the published
number 800-555-3000.
= Calls routed to the main split
= Calls intraflowed to the secondary split
2-10 A Typical CMS Application