Priority Call Queuing; Calling Party Name On Caller Id - Lucent Technologies MERLIN LEGEND Release 7.0 System Planning Manual

MERLIN LEGEND Communications System Release 7.0
System Planning 555-670-112
New Features and Enhancements
Release 7.0 Enhancements (April 1999)

Priority Call Queuing

Priority call queuing provides the ability to:
Place some callers ahead of others who are waiting for the same agent
group.
Give key clients priority over others.
Automatically increase the number of agents answering calls during busy
times, while continuing to offer callers the choice to leave a message
instead of waiting.
Keep costs down by handling toll free calls (calls arriving on 800 and 888
lines) before processing calls on local lines.
Priority call queuing is accomplished in Release 7.0 by allowing you to define a
supportive relationship between calling groups. Calls that arrive in one calling
group can be processed by another calling group when no one from the first
calling group is available to answer the call. Through system programming, a
calling group can be assigned a priority level between 1 (highest priority) and 32
(lowest priority) and then designated as a support group for another group.

Calling Party Name on Caller ID

Release 7.0 continues to support Calling Party Number and adds a new
functionality for Calling Party Name. By programming a button on the telephone or
with a feature code through centralized programming, users are able to toggle
between displaying the caller's telephone number or the caller's name. In order to
use this feature, users must subscribe to caller identification from their local
exchange carrier (LEC).
Calling Party Name can be 15 characters in length for MLX telephones as well as
for ETR and MLS telephones. Calling Party Name is not recorded on SMDR
reports. In addition, neither Calling Party Name nor Calling Party Number are
displayed on analog multiline telephones.
This feature requires loop-start (LS) trunks. The existing LS-ID delay feature must
be programmed for each line, as well. This prevents Calling Party Number and
Name information from being lost when a call is answered too quickly.
Release 7.0 software also supports the Caller ID capability of the 408 GS/LS-ID-
MLX module. Although previously orderable, the Caller ID capability of this
module could not be used until Release 7.0 software became available.
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April 1999
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