Instruction manual

Scenario 3: A Dual-Location Company
Individual Needs
Table 5−9 describes the individual needs of certain staff members.
Table 5–9. Individual Needs
Staff Member(s) Needs
Executive Managers Ability to make unrestricted calls from any extension
Screening and coverage of all calls, by secretary during
normal hours and by voice mail 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 voice mail 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
Operator/Receptionist
(Headquarters)
Ability to page certain groups or all staff members
Answering of all calls, except those that go directly to agents
or executive secretaries, by an automated operator who
directs calls according to the touch-tones entered by callers;
callers can choose to talk to the operator by pressing
.
Operator/Receptionist
(West Coast)
Ability to page certain groups or all staff members through
phone speakers or the loudspeaker system
Answering of all calls, except those that go directly to order-
processing agents or the secretaries
System Description
The system includes equipment, system features, and applications to satisfy
needs in three categories:
■
General
■
Work groups
■
Individuals
5–26 Putting the System to Work