AT&T MERLIN LEGEND System Reference Manual page 241

Features
Multi-Function Module
Music-on-Hold
Park
Personal Lines
Pickup
Pools
Queued Call Console
2-192 Group Calling
An MFM can be a member of a calling group, can be assigned as a delay
announcement for a calling group, or can be used to connect the calls-in-queue
alert for the calling group. An MFM that is used for the delay announcement or
calls-in-queue alert should not be assigned as a group member.
An outside caller waiting in the calling group queue hears Music-on-Hold if it has
been programmed.
A calling group member who parks a call is considered available to receive
another call.
To allow all calling group members' telephones to ring when an outside call is
not answered within three rings, the lines/trunk programmed to ring into the
queue can also be assigned to buttons on group member telephones and
programmed for delayed ring. This does not work for inside calls, Remote
Access Calls, and direct inward dialing calls, or if a delay announcement device
is assigned to the group.
If a person uses a shared Personal Line button to join a call waiting in the calling
group queue, the call is removed from the queue. If a delay announcement is
playing, it is disconnected from the call.
A calling group member can be a member of a Pickup group. Calling group
members can use Pickup to answer a call (either to the calling group or to the
individual group member's extension) ringing at another group member's
telephone. Line Pickup can be used to pickup a call in the calling group queue.
Trunks assigned to pools can be assigned to ring into a calling group. An
incoming call on a trunk assigned to the pool rings on a System Access button
even if the calling group member has a Pool button assigned.
Only a calling group can be programmed to provide Position Busy backup when
all QCC system operators activate Position Busy. If no calling group is
designated to provide backup, the system does not allow all QCC operators to
activate Position Busy.
A QCC cannot be a member of a calling group and cannot be assigned as a
calling group or CMS supervisor position.
The QCC queue can be designated to provide overflow coverage for calls from
one or more calling groups. When an overflow call is sent to the QCC queue, it
cannot be distinguished as a call to a calling group.
When the QCC queue is providing overflow coverage for a calling group and all
QCC system operators are in Position Busy, overflow calls do not receive
Position Busy backup (they are not redirected to a second calling group
providing Position Busy backup for the QCC queue) and continue to wait in the
original calling group queue.