AT&T MERLIN LEGEND Communications System PBX System Planning Manual page 113

Features
Queue Over Threshold
Elevate Priority
See "QCC Queue Priority" in Chapter 3
to review call priority assignments.
Calls-in-Queue Alert
4-8 Operator Features
Queue Over Threshold determines the maximum number of calls allowed in the
QCC queue before operators are notified (with a tone through the receiver or
headset) that calls are waiting. You can change the factory setting of O calls
(operators are not notified) to any number from 1-99 based on volume of calls.
Planning Form Instructions
Under the "Queue Over Threshold" heading on Form 6a:
1 . Check "0 calls" to keep the factory setting (operators are not notified).
2 . Check the second box to show that operatos are notified when calls are
waiting in queue. Write the maximum number of calls in queue before
notification in the space provided.
Calls that ring into the QCC queue are assigned a priority level from 1 (highest
priority) to 7 (lowest priority). This allows you to arrange the QCC queue so that
important business calls are answered first. During high-volume calling periods,
however, this means that only high-priority calls are delivered to a QCC within a
reasonable amount of time, and low-priority calls go unanswered.
Elevate Priority allows you to determine the length of time (in seconds) before
calls waiting in the QCC queue are automatically assigned a higher level of
priority. Although the priority of every call in the queue is then increased to a
higher level, a call is never increased to highest priority (1) since priority 1 calls
are those that must reach the operator as quickly as possible.
You can change the factory setting of 0 seconds to 5-30 seconds depending on
the number of priority levels assigned to calls ringing into the queue and the
volume of incoming calls. Eight seconds is recommended for typical systems.
Planning Form Instructions
Under the "Elevate Priority" heading on Form 6a:
Check "0 seconds" to show that the order of priority is not changed.
1 .
Check the second box to show that calls are reordered. Write the number
2 .
of seconds in the space provided.
Calls-in-Queue Alert notifies all QCC operators (with a single ring) when a new
call enters the QCC queue. You can change the factory setting (Calls-in-Queue
Alert disabled) to enable this feature so that operators who cannot always
monitor the display are notified when callers are waiting.