AT&T MERLIN LEGEND Release 4.0 Feature Reference page 463

Feature Reference
For returning calls, the factory setting returns calls to the originating operator
position (the initiator).
The factory settings can be changed so that each type of call is directed to a
different and/or additional QCC, or is not directed to any of the QCC operator
positions. In addition, if the QCC queue is assigned to be a Group Coverage
receiver, and if no QCC operator is assigned to receive calls for the coverage
group, the coverage calls go to the primary QCC operator position.
If a call on a DID or dial-in tie trunk or dialed by a remote access user is not
programmed to ring at a QCC extension and if the caller dials
Directory Number, the caller hears a fast busy tone. On other types of lines, the
caller hears an error tone.
If returning calls are not directed to a QCC operator position, the caller hears
normal ringback, Music On Hold, or silence, and is not made aware by any
special audible feedback that the call is not returning to the queue for further
handling.
Programming an operator to receive DID calls to invalid destinations
(unassigned extension numbers) does not cause the calls to ring into the QCC
queue unless the QCC queue is also programmed as the backup extension.
QCC Queue Priority
The QCC queue priority determines the priority (within the QCC queue) of calls
programmed to ring into the QCC queue. A priority value of 1–7 is assigned,
which determines the order in which calls are sent to QCCs. A value of 1 is the
highest priority of calls, and 7 is the lowest. The factory-set priority level is 4 for
all call types and trunks.
The values can be changed for each trunk and each call type according to the
order that calls should be answered. Call types are as follows:
Dial 0
Forward/Follow Me
Unassigned DID
Listed Directory Number
Returning
Group Coverage
QCC extension
or the Listed
0
Queued Call Console
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