AT&T MERLIN LEGEND Release 4.0 Feature Reference page 467

Feature Reference
QCC Voice Announce
If QCC Voice Announce is Enabled, then the fifth Call button can be used to
announce a call on another user's speakerphone. If Voice Announce is Disabled
(factory setting), then the fifth Call button functions the same as any other Call
button. This setting applies to all QCCs in the system. Inspecting this button
displays
Call 5 Voice
if Voice Announce for QCCs is not enabled.
Ring
QCCs cannot receive Voice Announce calls. Any call to a QCC from a Voice
Announce SA button from another extension is received at the QCC as a ringing
call.
Calls-In-Queue Alert
When the Calls-In-Queue Alert option is enabled for an individual QCC operator,
the operator hears a single tone every time a new call enters the queue. By
monitoring the Calls-In-Queue Alert, the QCC operator can determine whether
heavy call volumes warrant the need for additional answering positions. The
factory setting for the Calls-In-Queue Alert option is Disabled for each QCC
operator.
Queue Over Threshold
The Queue Over Threshold setting is the maximum number of calls allowed in
the QCC queue before all QCC operators are warned that too many
unanswered calls are waiting in the queue. The factory setting is 0 (operators
are not notified). The threshold can be changed to 1–99 calls.
In normal call handling, Line 3 of each QCC operator's display shows the
number of calls currently in the queue for that QCC position and the total
number of calls in the queue for all QCC operators. The information is updated
each time a call enters or leaves the queue. When the number of calls is equal
to or greater than the programmed threshold, the queue indicator is highlighted,
and QCC operators who are on a call hear a tone.
NOTE:
When there are more than 99 calls in the queue, the display shows
number of calls drops below 99.
If two QCC operators are on the same call, only one QCC operator hears the
queue-over-threshold tone when the number of calls in the QCC queue is equal
to or greater than the programmed threshold.
Considerations and Constraints
A system operating in Hybrid/PBX mode can include both QCCs and DLCs (see
"Direct-Line Console"). The system can have a total of eight system operators,
which can include no more than four QCCs.
if Voice Announce for QCCs is enabled, and
Call 5
until the
99
Queued Call Console
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