Specifications

Case Study #1
About the Customer
Tennis Land is a sports center with six tennis courts located in Sparta, New
Jersey, U.S.A. Customers can rent equipment from a clerk at a desk near the
courts. They can buy tennis paraphernalia, such as rackets and clothes, from a
large, well-stocked shop near the lobby. In addition, they can take lessons from
Tennis Land’s coaches. When they are not giving lessons, the coaches help the
sales people in the shop, Stan Williams—Tennis Land’s owner, Sally Parker—
the manager, and the three coaches each have a private office.
Stan purchased a PARTNER Plus Release 4.1 Communications System and a
PARTNER MAIL VS Release 3 Voice Messaging System. He believes that the
systems’ features will help his employees provide better service to customers.
Sally is responsible for managing the systems; she established these facts:
■ The system will have four outside lines and 10 extensions.
■ The clerk will have a PARTNER-18D phone at extension 10. Sally’s
PARTNER-18D phone will be extension 11. Stan’s PARTNER-18D phone
will be extension 12. The three coaches will have PARTNER-18 phones.
Three PARTNER-6 phones will be in the shop.
■ Sally and the coaches sometimes need to go to the courts or the shop
while talking on the phone, so a wireless phone will be in installed in the
foyer leading to the offices.
■ Stan’s callers should be able to reach him without having to be
transferred by an employee or the PARTNER MAIL VS system, so Stan
will have a personal line. When Stan is not available, his callers will be
sent directly to his mailbox where they can leave messages.
■ Stan prefers that customers speak with an employee while the center is
open, so all lines will ring at all phones. Although there is no receptionist,
the clerk and the sales people will serve the receptionist function by
answering calls when they can.
■ During business hours, calls will go to the Automated Attendant Service
of the PARTNER MAIL VS system only when the clerk and sales people
are busy.
■ All of Tennis Land’s customers and employees speak English, so the
PARTNER MAIL VS system will be set for Monolingual Mode with U.S.
English as the System Language.
■ Potential customers call frequently to inquire about Tennis Land’s hours
and location. Therefore, when the Automated Attendant Service answers,
callers will hear a message that includes Tennis Land’s hours of
operation and directions to the center.
■ Callers who receive Automated Attendant Service and want to speak to a
sales person will be able to reach the first available person in the shop.
E-2 Case Studies