AT&T MERLIN LEGEND MLX-20L Supervisor Manual page 14

Calling Group Overview
Call Queue
When all agents in a calling group are unavailable, incoming
calls are placed in a holding area (a queue) where the system
tracks the number of calls and the order in which they arrived.
Depending on your system, callers entering the queue may
hear a recorded announcement asking them to hold and wait
for the next available agent. While waiting in queue, callers
may hear Music-on-Hold or ringing. As agents become
available, calls are distributed on a first-in, first-out basis.
NOTE:
If you use equipment that rebroadcasts music or other
copyrighted materials, you may be required to obtain a
copyright license from and pay license fees to a third
party such as the American Society of Composers, Artists,
and Producers (ASCAP) or Broadcast Music Incorporated
(BMI). Or you can purchase a Magic On Hold® system
from an authorized dealer, which does not require you to
obtain such a license.
Agent Status
The availability of an agent to take calls is referred to as the
agent's status. Agents sign in when they are ready to take
calls (Available status) and sign out when they leave their
telephones for lunch or breaks (Unavailable status).
Calling Group Overview
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