CMS AND OTHER
BUSINESSES
Agents and nonagents use lines not assigned to CMS for all outgoing calls and
nonrevenue producing incoming calls. Because this guide focuses on
planning CMS, it refers to the components of Bon Voyage Travel’s MERLIN II
system that are not assigned to CMS only when necessary to clarify some
point about CMS planning and operation.
Bon Voyage Travel’s line groups and agent splits are typical for a travel
agency. Other 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 (credit card and billing inquiries). A brokerage firm may
have line groups and splits for stock quotes and customer orders.
A Typical CMS Application 2-7
