Group Calling Enhancements - Lucent Technologies MERLIN LEGEND Release 5.0 Installation Manual

MERLIN LEGEND Communications System Release 5.0
Installation 555-650-140
New Features and Enhancements
Release 5.0 Enhancements

Group Calling 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.
Delay Announcement Devices
The system manager can designate as many as ten primary delay
announcement devices per group rather than the single device for each group
that is available in Release 4.2 and earlier systems. Furthermore, an additional
secondary delay announcement device can be specified, for a total of ten
primary device extensions and one secondary device extension per group.
A primary delay announcement device 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 and has not heard a
primary delay announcement. If a secondary announcement device is used, it
can use the factory setting, which plays the announcment once, or it can be set
to repeat the announcment after a certain amount of time. The system manager
programs the time (0–900 seconds) between announcements. This setting
controls both the interval between primary and secondary announcements and
the interval between repetitions of the secondary announcement if it is set to
repeat.
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Issue 1
June 1997
Page xxvii