Lucent Technologies MERLIN LEGEND Release 7.0 System Planning Manual page 31

MERLIN LEGEND Communications System Release 7.0
System Planning 555-670-112
Prior Releases: Features and Enhancements
Release 6.0 Enhancements (February 1998)
Queue Control
The system manager can control the maximum number of calls allowed in the
primary calling group queue for calls that arrive on certain facilities often assigned
to calling groups. When the number of the calls in queue reaches the
programmed maximum, subsequent callers receive a busy signal.
Queue control applies to calls received on the following types of facilities:
Direct Inward Dialing (DID)
PRI facilities programmed for dial-plan routing
All calls transferred from a voice messaging interface (VMI) port
Dial-in Tie
Queue control also applies to internal calls to a calling group and calls to a calling
group through the Queued Call Console (QCC).
Internal calls that dial #0 or #800 and are directed to a calling group administered
as Position-Busy Backup are eligible for queue control. Calls that come in on a
trunk assigned to the QCC are not eligible for queue control if the call is directed
to a calling group designated as Position-Busy Backup.
Remote-access calls to a calling group, coverage calls directed to a calling group,
calls directed to a calling group through QCC Position-Busy Backup, and all other
outside calls are not eligible for queue control.
Prompt-Based Overflow
System managers can activate the Prompt-Based Overflow option. This option
allows callers waiting in queue and listening to a delay announcement to press the
# key in order to reach the overflow receiver for the group, which may be the QCC
queue or another calling group (including a calling group assigned for a voice mail
system).
All three overflow distribution options—based on the number of calls, the time a
caller has waited, and according to the caller's prompt—may be used at one time.
In this case, time-based and number-of-calls based options take precedence over
overflow distribution based on the caller's prompt.
When prompt-based overflow distribution is used, an extra TTR must be provided
for each delay announcement device assigned to the associated calling group.
The delay announcement informs the caller of the # key option to exit the queue
and leave rather than waiting for an agent. If no TTR is available when a calling
group call arrives, the call is not sent to a delay announcement extension.
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