AT&T MERLIN LEGEND System Reference Manual page 340

Features
Elevate Priority
Hold Return
Automatic Hold or
Automatic Release
Calls-In-Queue Alert
If the calls are not directed to a system operator position and a user dials 0 or
the Listed Directory Number, the caller hears a fast busy if the call was made on
a DID or dial-in tie trunk, or by a Remote Access user. On other types of lines,
the caller hears an error tone. If returning calls are not directed to a system
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.
During high-volume calling periods, it is possible that only high-priority calls are
being 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 automatically
reprioritize calls held in the QCC queue. The setting determines the length of
time (5-30 seconds in increments of 10 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. However, the
priority of a call never reaches the highest priority (1) since these calls must
reach the system operator as quickly as possible.
Hold Return determines whether calls put on hold at a QCC remain on hold at
the system operator's console indefinitely or are returned to the QCC queue
after the Hold Timer has expired twice. The factory setting is that calls remain on
hold.
Automatic Hold or Automatic Release determines whether a call in progress on
a Call button is automatically put on hold (Automatic Hold) or released
(Automatic Release) when the system operator presses another Call button. The
factory setting is Automatic Release.
When Calls-in-Queue Alert is enabled for an individual system operator, the
system operator is alerted by a single tone every time a new call enters the
queue (a system operator with a headset hears a tone through the headset). By
monitoring the Calls-in-Queue Alert, the system operator can determine if heavy
call volumes warrant the need for additional answering positions. The factory
setting for Calls-in-Queue Alert is disabled for each system operator.
Queued Call Console 2-291