Lucent Technologies MERLIN LEGEND Release 6.1 System Manager's Manual page 191

MERLIN LEGEND Communications System Release 6.1
System Manager's Guide 555-661-118
4 Features and Applications
Features
In Release 6.0 and later systems, you can limit the number of calls in the
main calling group queue. This applies to or calls arriving on PRI dial-plan
routed facilities, dial-in tie trunks, or DID trunks or calls transferred from a
voice/mail auto attendant application, and Group Calling calls. When the
number of queued calls reaches the limit (0–99) set in system
programming, subsequent callers hear a busy signal. Queue control does
not apply to coverage calls, remote-access calls, or calls arriving on other
types of lines/trunks. If a call is transferred with consultation, it is not
queued. These calls can still join the queue when the limit has been
reached or exceeded.
Extensions and supervisor positions can be programmed to log group
members in or out (automatically or manually) for the purpose of receiving
calls or stopping calls to the extension.
The light on a Calls-In-Queue Alarm button on a phone goes on when too
many calls are waiting for the group. In Release 5.0 and later systems, the
system manager or calling group supervisor can specify up to three alarm
levels to indicate increasing severity.
Other extensions or an operator can provide coverage when all the group
members are unavailable and too many callers are waiting.
Calls can be sent to the operator or calling group who provides coverage
(the overflow receiver ) when callers have waited too long (time-based
overflow), when too many callers are waiting (number-based overflow),
and/or when a caller asks to stop waiting for an agent via touch-tone input
(prompt-based overflow, available in Release 6.0 and later systems; see
the next item for more about delay announcements).
A delay announcement device can be programmed to play a recording that
describes a delay to waiting callers. In Release 5.0 and later systems, a
secondary device and message can be set up for each group, allowing
callers to hear a primary message first, then a secondary message that
may repeat. In addition, as many as 10 primary delay announcement
devices can serve waiting callers in Release 5.0 and later systems. (Music
On Hold can also entertain people who are waiting for a group member's
attention.)
In Release 6.0 and later systems, your delay announcement device may
request that a caller dial # in order to leave the main calling group queue
and have their call handled by an overflow QCC operator or calling group.
This Prompt-Based Overflow feature is particularly useful in combination
with a voice messaging application. In this case, the recording might
prompt, "Press the pound key to leave a message for the customer service
agents."
Issue 1
August 1998
Page 4-54