BON VOYAGE TRAVEL’S
OTHER CALL TRAFFIC
The Personal Travel split handles calls from customers wanting to plan and
book their personal vacations. There are seven agents in this split.
Calls come into this split on two line groups: the Public line group and the
Special line group. In this example, the Public line group consists of four
lines (555-1816, 555-1808, 555-1818, and 555-8515), which are advertised in
the Yellow Pages, local newspapers, and national travel magazines.
The Special line group has three lines (555-8532, 555-8518, and 555-8531),
which are reserved for valued repeat customers who may book several
trips with Bon Voyage Travel each year.
The agents in the Charter Travel split arrange trips for groups and
frequently book trips for local and national holiday clubs. There are seven
agents in this split.
Calls to this split come in on one group of lines, the Charter line group,
which consists of six numbers: 555-0911, 555-0912, 555-0913, 555-0914,
555-0915, and 555-0916. Occasionally a customer who has previously
made travel arrangements through a holiday club will call one of these
numbers to make personal travel arrangements. In such cases the agent
in the Charter split who receives the call transfers it to an agent in the
Personal Travel split. (This feature, called Transfer-to-Split, is explained in
detail later in this guide and in the CMS System Manual.)
The Corporate Travel split handles business trips for large corporations.
This split, consisting of two agents, is the main split for the Corporate line
group. The telephone numbers for the Corporate line group are 555-0917
and 555-0918.
Since both the Charter Travel split and the Corporate Travel split handle
group trips, the Corporate Travel split serves as a secondary split (a
backup split) to handle call overflow from the Charter Travel split.
Likewise, the Charter Travel split backs up the Corporate Travel split
during peak calling hours.
The number of agents available for CMS calls in Bon Voyage Travel’s
fourth split, the Support split, varies according to the incoming call traffic.
The employees who staff this split have primary responsibilities that do
not involve CMS—such as bookkeeping, advertising, and trip packaging.
But since these people have some experience as travel agents, they are
often asked to back up the Personal Travel split when call traffic is heavy
on the lines in the Public line group. That is, the Support split becomes a
secondary split covering the Public line group.
People assigned to the Support split are often away from their desks, so
calls coming into the Support split on the Public lines ring at all phones in
the split. Then the Support person who is free to answer the call can pick
up the nearest voice terminal. (This feature, called All-Ring operation, is
explained in more detail later in this guide and in the CMS System
Manual.)
All of Bon Voyage Travel’s phones and outside telephone lines are part of the
agency’s MERLIN II Communications System, but some phones and outside
lines are not assigned to the Call Management System. They operate outside
of CMS.
2-6 A Typical CMS Application
