Queued Call Console (Hybrid/Pbx Mode Only); Hold Return - AT&T MERLIN LEGEND Release 3.1 System Planning Manual

Operator Features

Queued Call Console (Hybrid/PBX Mode Only)

Use these instructions only if the system has one or more QCCs. Otherwise,
skip to the next section, "Direct Station Selector (DSS)."
This section contains instructions to set the following QCC operator features:

Hold Return

Automatic Hold or Release
Queue Over Threshold
Elevate Priority
Calls-in-Queue Alert
Message Center Operation
Automatic or Manual Directed Call Completion
Return Ring
Position-Busy Backup
Operator Hold Timer
Call Types
Voice Announce
Hold Return
This section contains instructions to specify whether calls put on hold by a QCC
operator stay on hold indefinitely or are returned to the QCC queue after the
Hold Timer has expired twice.
Planning Form Instructions
Under the Hold Return heading on Form 6a, do one of the following:
To indicate that calls stay on hold after the hold timer has expired twice,
check the Remain on hold (factory setting) box.
To indicate that calls on hold return to the QCC queue after the hold timer
has expired twice, check the Return to queue box.
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Features