Returning Calls, Unsuccessfully Directed Calls, Responding To The Queue - Lucent Technologies Merlin Legend MLX-10 Operator's Manual

Call Handling
- Returning Calls
Some of the calls you receive are returning
calls. These are calls you or another operator
directed to co-workers. If the co-worker you
directed the call to is unavailable (away from
the telephone or on another call, for
example), the call may return to you for
further handling, depending on how your
system is set up.
The following are examples of returning calls:
Directed call (a call sent to an inside or
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outside telephone)
Directed call camped-on at the
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destination telephone
Held call
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Parked call
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When a call returns, you can either attempt the
call again or take a message from the caller.
See Messaging (pp.13–16) for further
information.
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- Unsuccessfully Directed Calls
If you dial incorrectly or reach an extension
that is busy or unavailable, you can do one of
the following:
Press the Cancel button to return to the
•
original caller.
Try the call again.
•
Take a message from the caller. See
•
Messaging (pp. 13–16) for further
information.
Try to connect the call using one of the
•
following features:
Barge-In (p. 20)
Camp-On (p. 21)
Paging (p. 22)
Park (p. 22)
Note: Do not use Camp-On if your system is
equipped with a voice mail system.
- Responding to the Queue
The following features can be enabled or
disabled on a QCC. See your system manager
for details on how your system is programmed.
Calls-in-Queue Alert
The Calls-in-Queue Alert feature causes your
phone to beep when a new call arrives in the
QCC queue. The system can be programmed
so that the beep can indicate each new call
arrival, every second call arrival, and so on.
Queue Over Threshold
When there are more calls in the queue than
are allowed by a programmed threshold, the
number on your console display that shows the
number of calls in the queue turns to reverse
video.
When this occurs, you can do one of the
following:
Respond to calls more quickly.
•
Contact your backup QCC operator, if
•
assigned, to start accepting calls.
Notify your system manager.
•
Notify your system manager if callers complain
about slow response times. System options
can be adjusted to give better response times.
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