AT&T MERLIN LEGEND Release 4.0 Feature Reference page 466

Feature Reference
Position Busy Backup
The Position Busy Backup option designates a calling group to receive calls
when all QCCs are in a position-busy state. Only calling groups can be
designated as QCC position-busy backups. If no calling group is assigned to
provide position-busy backup, the system does not allow the last QCC operator
to use Position Busy. The Position Busy Backup option is programmed for the
QCC queue rather than individual operator positions. Only one position busy
backup can be programmed.
Operator Hold Timer
The Operator Hold Timer option specifies the length of time that must elapse
(10–255 seconds) before the operator is reminded (with an abbreviated ring)
that a call is on hold. The factory setting for this interval is 60 seconds. Operator
Hold Timer can be set for both DLCs and QCCs. It cannot be programmed for
individual operator positions. If another call is received at the same time that the
hold timer expires, 10 seconds are added to the programmed operator hold
timer interval.
Hold Return
The Hold Return option determines whether calls put on hold at a QCC remain
on hold at the QCC 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.
When the QCC Hold Return option is set for calls to remain on hold indefinitely,
the QCC operator hears an abbreviated ring every time the interval expires. If
the QCC Hold Return option is set for calls to return to the queue, each call on
hold at the QCC operator console is timed individually (a queue return timer is
used for each Call button).
Automatic Hold or Release
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 QCC operator presses another Call button. The
factory setting is Automatic Release.
Return Ring Interval
Return Ring Interval determines the number of rings (1–15) before an
unanswered directed call returns to the QCC queue or returns to a QCC
message center position. The factory setting is 4 rings.
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Queued Call Console