Issue 1 January 1997
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1 About MERLIN LEGEND
Reporter
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MERLIN LEGEND Reporter is a new Windows tool designed to work with your telephone
system to help you manage telephone facilities and track their effectiveness in your
business.
Why telephone and calling group management? Simple. Telephones and calling groups
are a major asset in handling customers, as well as a source of revenue for service-
oriented companies. Here are some ways MERLIN LEGEND Reporter can help.
Monitoring usage of telephone facilities (When are our phone lines busiest?
What is the average waiting time for callers? Can we do better? ...do we
add/subtract phone lines? ...change our staffing patterns?)
Traffic reports let you understand availability problems throughout peak calling
hours and help you determine if you have a staffing problem or not enough
telephone lines.
Responding to customer calls (Did the customer hang up before anybody
answered? Who called? Is this a frequent occurrence?)
Your “Caller ID” service pays off: MERLIN LEGEND Reporter can print out
these numbers immediately so your staff can call back as soon as they become
free.
Correcting misuse/abuse of facilities (Are we using our telephones to the
fullest? Do we have a problem with unauthorized use of services?)
Too many calls using the wrong local / long distance facilities or clogging these
lines are due to a misunderstanding on the part of the users or because pooled
and/or restricted access lines in your telephone system are not set correctly.
Reports on your calling patterns — including the use of account codes for limited
access facilities — give you information to address these issues.
