User`s guide

Occasionally, customers who have previously made travel arrangements
through a holiday club will call one of the Charter line group’s numbers to
make personal travel arrangements. In these cases the agent in the
Charter split who receives the call uses the Transfer-into-Queue feature to
transfer the call to the Public line group’s queue of waiting calls. CMS
then distributes the call to an agent in the Public Travel split.
Since both the Charter Travel split and the Business Travel split handle
group trips, the Business Travel split serves as a secondary split to handle
call overflow from the Charter Travel split. Likewise, the Charter Travel
split backs up the Business Travel split during peak calling hours.
BON VOYAGE TRAVEL’S
All of Bon Voyage Travel’s voice terminals and outside telephone lines are
OTHER CALL TRAFFIC
part of the agency’s System 25 communications system, but some of Bon
Voyage Travel’s voice terminals and outside lines are
not assigned to the Call
Management System. Agents and nonagents alike use lines not assigned to
CMS for all outgoing calls and nonrevenue producing incoming calls.
CMS AND OTHER
BUSINESSES
Bon Voyage Travel’s line groups and agent splits are typical for a travel
agency. Other types of businesses would have other names for their line
groups and splits. For example, a wholesale distributor might have line
groups and splits for inside sales and customer service (such as order
tracking) while a bank may have line groups and splits dedicated to specific
types of loans and customer services. The characteristics of
your business
should dictate your decisions as you plan your CMS.
2-12 A Typical CMS Application