AT&T MERLIN LEGEND System Reference Manual page 341

Features
Queue Over Threshold
Extended Call Completion
2-292 Queued Call Console
The Queue Over Threshold is the maximum number of calls allowed in the QCC
queue before all QCC system operators are warned that many unanswered calls
are waiting in the queue. The factory setting i
are not notified when calls are in the QCC queue. The factory-set threshold can
be changed to 1-99 calls, depending on the volume of incoming calls.
In normal call handling, line 3 of each system operator's display shows the
number of calls currently in the system operator queue and the total number of
calls in queue for all system operators. The information is updated each time a
call enters or leaves the queue. When the number of calls in the queue is less
than the threshold, the information is highlighted. When the number of calls is
equal to or greater than the programmed threshold, the queue indicator is
highlighted and blinking, and QCC system operators who are on a call hear a
tone.
Note: When there are more than 99 calls in the queue, the display shows 99
until the number of calls drops below 99.
The setting for the Extended Call Completion option determines whether or not
the process of transferring calls (also known as extending or directing calls) is
completed automatically when a QCC system operator with a DSS presses a
DSS button after pressing the Start button. The following are the available
settings for Extended Call Completion:
Automatic (the factory setting). The system operator can initiate the call
transfer process, dial the extension, and complete the process by pressing
the DSS button while on a call. The system operator does not need to press
the Start button to begin the transfer process or the Release button to
complete the transfer process. If the system operator chooses, the Start
button can be pressed before pressing the DSS button. However, call
transfer is automatically completed when the system operator presses a DSS
button.
With the automatic setting for Extended Call Completion, the system operator
can announce transferred calls only by pressing the Start button and then
manually dialing the destination extension number.
Manual. The system operator can initiate the call transfer process and dial
the extension by pressing a DSS button while on a call. However, the system
operator must complete call transfers manually by pressing the DSS button
and then pressing the Release button or hanging up. The system operator
does not need to press the Start button to begin the transfer process. This
allows the system operator to speak to the destination and/or announce the
call before connecting the caller.
When a QCC includes a DSS, the factory setting is Automatic, which means that
call transfer is automatically completed when the system operator presses a
DSS button. With Automatic Release, the system operator can announce
transferred calls only by pressing the Start button and then manually dialing the
destination extension number. The setting can be changed to Manual (via
system programming), which means that the system operator must complete
call transfers manually by pressing the DSS button and then pressing the
Release button or hanging up.
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