Lucent Technologies MERLIN LEGEND Release 6.1 System Manager's Manual page 190

MERLIN LEGEND Communications System Release 6.1
System Manager's Guide 555-661-118
4 Features and Applications
Features
Speed dial codes are helpful to people who have nondisplay telephones,
single-line telephones, and telephones with few line buttons. They are also
useful for entering account codes at MLX display telephones, where the
user can choose the Account Code feature from the display, or at
telephones with a programmed button for the Account Code feature.
Release 5.0 and later systems include a dialing feature called HotLine.
This feature allows a single-line telephone to dial an inside extension or
outside number as soon as a user lifts the handset. The feature is designed
to help retail customers, for example, dial a number for catalog ordering. It
can also be used in a hotel lobby, for example, to reach a concierge. A
HotLine telephone dials the first Personal Speed Dial code programmed for
the extension. The feature is assigned using system programming. To help
guard against toll fraud, a user at a programmed HotLine extension has
only one opportunity to program a Personal Speed Dial number. After one
Personal Speed Dial number is programmed at the telephone, changes to
the number can only be made using centralized telephone programming.
A Last Number Dial button performs like the redial button available on most
home telephones and is recommended for most multiline telephones in the
system. (Last Number Redial can also be activated by entering a feature
code.) Saved Number Dial is similar, but works as a temporary Auto Dial
button. Once a number is saved, it remains until another number is saved.
Group Features
Group features allow a programmed group of extensions to receive calls directed
to a single extension number. For many purposes, these groups are treated as a
single extension. Below, we discuss the uses of these groups.
Calling Groups
A calling group is created to receive calls when more than one person answers
the same type of calls and it is not important which person answers a call.
Examples are call centers of airline agents, customer service representatives, and
telemarketers who receive direct response calls from customers placing orders.
Calling groups of this type are usually monitored by a special type of operator, a
calling supervisor . When too many calls are waiting for a calling group, calls are
sent to an overflow receiver. In Release 4.0 and later systems, waiting calls can
be sent to the overflow receiver based how long callers have been waiting or how
many callers are waiting. In Release 6.0 and later systems, callers can choose
overflow treatment if the system has been programmed to allow this.
The system has numerous features and settings to support calling groups:
Hunt type determines whether calls go in a circular pattern (circular hunt
type) to the first available group member, whether calls are distributed
based on which agent has waited the longest since transferring or hanging
up on an incoming calling group call (most idle agent hunt type, Release
5.0 and later systems only), or whether all calls go to one group member
and reach others only when the first person is unavailable (linear hunt
type).
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Issue 1
August 1998
Page 4-53
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