Elevate Priority; Calls-In-Queue Alert - AT&T MERLIN LEGEND Release 3.1 System Planning Manual

Operator Features

Elevate Priority

This section contains instructions to arrange the QCC queue so that important
business calls are answered first.
NOTE:
During high-volume calling periods this means that only high-priority calls are
delivered to a QCC within a reasonable amount of time, and low-priority calls go
unanswered. To review call priority assignments, see "QCC Queue Priority
Level" in Chapter 3, "Lines/Trunks."
The setting for the Elevate Priority option determines the length of time (in
seconds) before the calls waiting in the QCC queue are automatically assigned
a higher level of priority. Although the priority of every call in the queue is then
increased to a higher level, a call is never increased to highest priority (1)
because priority 1 calls are those that must reach the operator as quickly as
possible.
Planning Form Instructions
Under the Elevate Priority heading on Form 6a, do one of the following:
To indicate that the order of priority is not changed, check the 0 Seconds
box (the factory setting).
To indicate that call priority is reordered, check the second box and write
the number of seconds in the space provided. (Select any number from 5
through 30 depending on the number of priority levels assigned to calls
ringing into the queue and the volume of incoming calls. The
recommendation for typical systems is 8 seconds.)

Calls-in-Queue Alert

This section contains instructions for setting the Calls-in-Queue Alert option to
notify QCC operators (with a single beep) when a new call enters the QCC
queue.
Planning Form Instructions
Under the Calls-in-Queue Alert heading on Form 6a, do one of the following:
To keep the factory setting (QCC operators are not notified when calls
are waiting in queue), check the Disable box.
To specify that particular QCC operators are notified (with a single beep)
when a call enters the queue, check the Enable box and, in the space
provided, write the extension number of each QCC position that receives
the notification (see Form 2a or Form 5d).
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Features