AT&T MERLIN LEGEND Release 4.0 Feature Reference page 464

Feature Reference
For example, if important customer calls are received on particular trunks, a
priority value of 1 should be programmed so that the calls are answered before
any others. Values of 2 through 7 should be assigned to trunks or call types
used for less important calls. Careful planning of QCC queue priority assures
prompt answering of all important business calls.
Elevate Priority
During high-volume calling periods, it is possible that only high-priority calls will
be delivered to a QCC within a reasonable amount of time. Low-priority calls
can remain unanswered if there is a constant flow of higher priority calls.
Elevate Priority helps avoid this problem by allowing the system to raise the
priority of a call that has been waiting too long in the QCC queue. The setting
determines the length of time (5–30 seconds) before calls waiting in the QCC
queue are automatically reprioritized to a higher level. The factory setting is 0,
which means that calls are not reprioritized.
When the QCC queue is reprioritized, the priority of every call in the queue is
increased to the next higher level. For example, a call that is currently at a
priority level of 4 is changed to the next higher priority level of 3 when the timer
expires. However, the priority of a call is never elevated to 1, because calls
assigned to that level must reach the QCC operator as quickly as possible.
Extended Call Completion
The setting for the Extended Call Completion option determines whether or not
the process of directing calls (also known as extending calls) is completed
automatically when a QCC operator with a DSS presses a DSS button. The
following are the available settings for extended call completion:
Automatic (the factory setting). The QCC operator can answer a call and
direct it by pressing the DSS button. The operator does not need to press
the Start button to begin directing the call or the Release button to
complete the process. If the QCC operator chooses, he or she can press
the Start button before pressing the DSS button. However, call directing
is automatically completed when the QCC operator presses a DSS
button.
With the Automatic setting for extended call completion, the QCC
operator can announce transferred calls only by pressing the Start
button and then manually dialing the destination extension number.
Manual. The QCC operator can initiate the call direction and dial the
extension by pressing a DSS button while on a call. However, the QCC
operator must complete call direction manually by then pressing the
Release button or hanging up. The QCC operator does not need to press
the Start button to begin the direction process. This allows the QCC
operator to speak to the destination and/or announce the call before
connecting the caller.
464
Queued Call Console