AT&T MERLIN LEGEND System Reference Manual page 339

Features
QCC Queue Priority
Call Types
2-290 Queued Call Console
The QCC Queue Priority determines the priority (within the QCC queue) of types
of calls received on each trunk 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 for calls received on trunks programmed to ring in the QCC
queue is 4.
The values can be changed for each trunk according to the order that calls
should be answered. For example, if important customer calls are received on
particular trunks, a priority value of 1 should be assigned so that the calls are
answered before any others. values of 2 through 7 should be assigned to trunks
used for less important calls such as calls from equipment suppliers or from
other business locations. Careful planning of QCC queue priority assures
prompt answering of all important business calls.
Call Type defines the types of calls that come into the QCC queue, the
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individual system operator that receives the calls, and the priority level. These
calls are in addition to the calls that come in on trunks, (described above) and
include the following:
Dial 0 calls (calls to the system operator).
Calls to unassigned (invalid) extensions received on DID or dial-in tie trunks,
or by Remote Access users.
Note: Calls to unassigned extensions can be programmed to receive a fast
busy or to be directed to a backup position. The backup position can be any
individual extension (including non-system operators), the QCC queue, or a
calling group. Unless these calls are programmed to go to a backup position
and the QCC queue is programmed as the backup position for these calls,
assigning a system operator to receive the calls does not cause the calls to
ring into the queue.
Calls to the Listed Directory Number (the extension for the QCC queue).
Returning calls—Unanswered extended, camped-on, held, and system
operator-parked calls.
Group Coverage calls (the QCC can be designated to receive Group
Coverage calls).
The following types of calls are assigned only a QCC Queue Priority Level and
cannot be directed to an individual system operator position:
Calls signed in (Follow Me) or forwarded to the system operator.
Calls to a system operator extension number (for example, calls received
from an inside or Remote Access user) or calls received on DlD or dial-in
trunks programmed to reach the system operator's extension.
The factory setting directs dial 0 calls, calls to the Listed Directory Number, calls
to invalid destinations, and Group Coverage calls to the primary system
operator position. For returning calls, the factory setting returns calls to the
originators. 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
system operator positions.