User`s guide

• The Public line group has nine lines, eight Central Office (CO) trunks and
one transfer-queue line.
There are four local lines with the published
number 555-3070, and two WATS lines with the published number 800-
555-4185. The number for the local lines is published in the Yellow Pages
and advertised in the local newspapers; the number for the WATS lines is
advertised in several national travel magazines. There are also two
priority lines with the number 800-555-4950. These lines are reserved for
valued repeat customers who may book several trips with Bon Voyage
Travel each year. Their unpublished telephone number is given only to
these preferred clients. For reporting purposes, the Central Office lines
have been divided into three line sub-groups, Public local lines (PL),
Public WATS lines (PW), and Public special lines (PS).
In addition, there is one transfer-queue line assigned to this line group.
When calls come in on lines other than the Public line group’s lines and
need to be placed in the Public line group’s queue of waiting calls, agents
can transfer the calls to PDC 500, the PDC of the single-line port
associated with the transfer-queue line. The transfer-queue line is in line
sub-group Q1.
Calls coming into the Public -line group are from customers who want to
book personal vacations.
The Public Travel split handles calls that come
into the Public line group.
To provide optimal service to customers when there is a high volume of
call traffic coming into the Public line group, the
Support split has been
assigned as the Public line group’s
secondary (or backup) split. The
number of agents available for CMS calls in this split varies according to
the incoming call traffic. The employees who staff the Support split have
primary responsibilities such as bookkeeping, advertising, and trip
packaging. But, since these people have some experience as travel agents,
they are often used to back up the Personal Travel split when call traffic is
heavy on the lines in the Public line group.
• The
Business line group consists of six lines. These lines have been
divided into two line sub-groups. One line sub-group, BW, contains four
WATS lines with the published number 800-555-1242. The other line sub-
group, BL, has two lines for local service with the advertised number 555-
8300.
Calls coming into this line group are from large corporations wishing to
book business trips for their employees.
The
Business Travel split serves
as this line group’s main split.
• The
Charter line group consists of five lines, divided into two line sub-
groups.
Two lines, which have the published number 555-1234 listed in
the local Yellow Pages, are in the line sub-group CL. Three WATS lines,
which have the published number 800-555-3000 listed in national travel
magazines, are in the line sub-group CW.
The
Charter Travel split, which handles CMS calls coming into the
Charter line group, arranges trips for groups and frequently books trips
for local and national holiday clubs.
A Typical CMS Application 2-11