Lucent Technologies MERLIN LEGEND Release 7.0 System Planning Manual page 233

MERLIN LEGEND Communications System Release 7.0
System Planning 555-670-112
4 Features
Group-Assigned Features
The Overflow Threshold determines the maximum number of calls (1–99) waiting
in the calling group queue before being sent to the Overflow receiver. The
Overflow Threshold Time determines the maximum amount of time that any call
waits in the queue before being sent to the Overflow receiver. The Overflow
Threshold should be set to a number larger than the third Calls-in-Queue Alarm
Threshold to ensure that the Calls-in-Queue Alarm will alert before calls are sent
to the Overflow receiver. If the Overflow Threshold Time is the primary source for
overflow, set the Overflow Threshold to a large number of calls (for example, 99
calls). If you want calls to overflow based on the number of calls in the queue,
disable the Overflow Threshold Time by setting it to 0 seconds.
In Release 6.0 and later systems, Prompt-Based Overflow allows callers waiting
in the queue, and listening to delay announcements, to press the pound key (#) in
order to reach the overflow receiver for the group (which may be the QCC queue
to another calling group, including a calling group assigned for a voice mail
system).
NOTE:
One TTR is allocated while the announcement unit is playing the message
if Prompt-Based Overflow is enabled for a group.
In Release 6.0 and later systems, the system manager can control the number of
calls allowed into the primary calling group queue. Subsequent callers will receive
a busy signal as long as the call was received on the following types of lines/
trunks: DID, PRI facilities programmed for dial-plan routing, and all calls that are
transferred from a VMI port to a local extension.
NOTE:
Remote Access calls to a calling group, coverage calls directed to a calling
group, and calls directed to a calling group through a QCC Position-Busy
backup are not eligible for queue control.
In Release 7.0 and later systems, a calling group can be assigned a priority level
and can be used to support another calling group. This feature is called Priority
Queuing. When a calling group is assigned as a Support calling group to another
calling group (called the Home calling group ), it answers calls coming into the
Home calling group when no Home calling group agents are available. Depending
on its priority level, the Support calling group answers its own calls or the Home
calling group's calls first.
For example, if the Home calling group has a priority of 3, the Support calling
group has a priority of 5, and no Home calling group members are available, the
Support calling group answers all of the Home calling group's calls before it
answers its own calls. If the Support calling group's priority is higher than that of
the Home calling group, the Support calling group answers all of its own calls first.
Each Home calling group can have only one Support calling group. A Support
calling group, however, can serve up to 31 Home calling groups.
Issue 1
April 1999
4-35