Draw the context diagram and level-O DFD to model the process described below. If you feel the narrative is incomplete, make some reasonable assumptions to complete the story. It is important that you supply these assumptions along with the diagram.

Maximum Software is a developer and supplier of customer relationship management systems. As part of its operations, Maximum provides an 800 telephone number help desk for clients with questions about solutions purchased from Maximum.

When a call comes in, an operator enquires about the nature of the call. For calls that are not truly help desk functions, the operator redirects the call to another unit of the company either Order Processing or Billing. The operator redirects the call to a consultant skilled on the software that the caller needs help with.

Once a consultant answers the call, he determines if this is the first call from this customer about this problem. If so, he creates a new call report to keep track of all information about the problem. If not, he asks the customer for a call report number, and retrieves the open call report to determine the status of the inquiry.

If a resolution of the customer's problem has been found, the consultant informs the client what that resolution is, indicates on the report that the customer has been notified, and closes out the report. If a resolution has not been discovered, the consultant gathers all necessary information from the customer. If he can resolve the problem, he tells the customer how to deal with the problem, and closes the call report. Otherwise, the consultant files the report for continued research and tells the customer that someone at Maximum will get back to him/her.