Lucent Technologies MERLIN LEGEND Release 5.0 Feature Reference page 542

MERLIN LEGEND Communications System Release 5.0
Feature Reference 555-650-110
Features
Queued Call Console (QCC)
Signal/Notify
Speed Dial
SMDR
System Access/
Intercom Buttons
System
Renumbering
Transfer
Voice Announce to
Busy
Notify and Signal buttons cannot be used on a QCC. However, pressing a
DSS button sends a signal to the extension associated with the DSS
button in the following instances:
A QCC operator is timed out from dial tone on a Call button or has
pressed the Forced Release button while listening to dial tone on a
Call button.
A QCC operator, with the call in a split condition, has pressed the
Source button after contacting the destination but has not
connected both parties by using the Join button. If the operator
presses a DSS button, a manual signal is sent to the destination
extension.
Personal Speed Dial and System Speed Dial cannot be used to dial
numbers on a QCC. The Directory features are used instead.
When a QCC operator arranges a 3-party conference (the operator and
two other participants) and presses the Release button, the operator is
released from the call and the other two participants remain connected.
Although this process is similar to directing a call, the QCC operator's
extension remains on the SMDR record.
In Release 4.2 and later systems, if a calling group is programmed as the
backup for the QCC queue and all QCC operators are temporarily
unavailable, an incoming call is sent to the calling group queue to wait for
the next available agent. SMDR records this type of call in the same way
that it does other incoming calls to Auto Login and Auto Logout calling
groups.
SA buttons are not assigned on a QCC. A QCC operator uses Call
buttons to make and receive inside and outside calls.
The Listed Directory Number (the extension number for the QCC queue)
can be renumbered. The factory-set extension is 800.
A QCC operator uses the Start and Release buttons or a DSS button to
transfer calls. However, pressing the Transfer button on a QCC is the
same as pressing the Start button. A QCC operator cannot make or
receive voice-announced transfers. When the operator uses the Start
and Release buttons to transfer a call, the return ring interval, rather than
the transfer return interval, applies for transfer return timing.
Voice announcements cannot be received on a QCC. The ability to make
Voice Announce calls can be turned on at a QCCs in Release 4.0 and
later releases only.
Issue 1
June 1997
Page 510