AT&T MERLIN LEGEND MLX-20L Supervisor Manual page 48

Features
The delay announcement is played only once while a call is in
queue, and only to one caller at a time. If the device is
unavailable, callers hear ringing until the announcement is
played. Transferred outside callers hear Music-on-Hold, if
your company uses it.
If an agent becomes available while the caller is listening to
the delay announcement, the system immediately routes the
caller to the agent. The announcement device is then free for
another queued call.
After the announcement, callers hear ringing or Music-on-
Hold, if your company uses it, until the call is answered by an
agent. (Only outside callers hear Music-on-Hold; inside
callers always hear ringing.)
Calls-in-Queue Alarm
When the number of calls in queue equals or exceeds the
limit programmed for your system, you and your agents can
be alerted by the Calls-in-Queue Alarm so that they can try to
handle calls more quickly or you can assign more people to
take calls.
The alarm can be the light next to the Calls-in-Queue Alarm
button or an external alert such as a strobe light or bell.
Call Queues
3-5