Lucent Technologies MERLIN LEGEND Release 6.0 Pocket Reference page 25

DEFINITY ECS Release 6
System Description Pocket Reference 555-230-211
Release 5.0 Enhancements
Call Center Enhancements. Release 5.0 and later systems
include Group Calling features that enhance call center
operations.
Most Idle Hunt Type. In addition to the Circular (factory
—
setting) and Linear hunt types supported in earlier releases,
a third hunt type distributes calling group calls in an order
based on which agent has waited the longest since
transferring or hanging up on an incoming calling group call.
For some applications, this hunt type is more efficient than
the circular type because it takes into account the varying
duration of calls. The system distributes calls based on when
an agent last completed a call, not on when he or she last
received one. This hunting method ignores non-calling group
calls. For example, if an agent transfers a call that arrived on
a line not assigned to the calling group, the calling group
member's most-idle status is unaffected.
Secondary Delay Announcement Device. The system
—
manager can designate an extension for an optional
secondary delay announcement device in addition to the
single device for each group that is available in Release 4.2
and earlier systems. One device is the primary device and
operates in the same fashion as a single delay
announcement device, playing once, as soon as it is
available, for the caller who has waited the longest for a
calling group agent. If a secondary announcement device is
used, it can be set to repeat or play only once for each caller,
the factory setting. The system manager programs the time
(0-900 seconds) between announcements. This setting
controls both the interval between primary and secondary
announcement and the interval between repetitions of the
secondary announcement if it is set to repeat.
The primary and secondary announcement options, when
used together, allow an initial message to play for callers,
followed by a repeating announcement that, for example,
urges callers to stay on the line and wait for a calling group
member.
Enhanced Calls-in-Queue Alarm Thresholds. Three Calls-
—
in-Queue Alarm thresholds can be set to more clearly
indicate the real-time status of the queue according to the
behavior of programmed Calls-in-Queue Alarm buttons. In
earlier releases, only one Calls-in-Queue Alarm Threshold
setting is available to activate the LEDs at programmed
Calls-in-Queue Alarm buttons for a calling group.
Using all three levels, the system manager sets Threshold 1
to the lowest value, Threshold 2 to a middle value, and
Threshold 3 to the highest value. A Calls-in-Queue Alarm
button indicates the severity of the alarm conditions in the
following ways:
If the number of waiting calls is less than the value
—
programmed for Threshold 1 or drops below that level, the
LED is unlit.
If the number of waiting calls is greater than the
—
Threshold 1 value but less than the Threshold 2 value, the
LED winks.
Issue 2
January 1998
Page 19