Lucent Technologies MERLIN LEGEND Release 7.0 Feature Reference page 419

MERLIN LEGEND Communications System Release 7.0
Feature Reference 555-670-110
Features
Group Calling
A Calls-in-Queue Alarm button (either on the console or on a DSS),
programmed with the calling group's extension, for monitoring calls in
queue. A supervisor who manages more than one group needs a button for
each group.
Status buttons for controlling calling group member availability; an
Available (ES2) button and an Unavailable (ES0) button. Extension Status
features allow a calling group supervisor to change and monitor the status
of calling group members (and to enable members to sign in and out of the
calling group). See
information.
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), the calling group
supervisor and all calling group members should be located on the same
local system.
Hunt Type
The placement of each extension in the hunting sequence used by the system to
search for an available calling group member is determined by the order in which
each extension is assigned to the group during system programming. When the
first call arrives for a calling group after a system is installed or restarted (cold
start), the system searches for an available group member, starting with the first
extension assigned to the group during system programming.
The order in which the system searches to find available calling group members
for subsequent calls can be circular, linear, or according to which agent is most
idle, as described below. The order is also called the hunt type .
Circular. The system searches for an available calling group member
starting with the extension after the last extension to receive a call. The
circular order, which is the factory setting, is used when all group members
have the same responsibilities for handling calls.
Most Idle (Release 5.0 and later systems only). The system distributes
calls according to the most-idle queue. Whenever an agent transfers or
hangs up on a call, he or she moves to the end of the queue. For some
applications, this hunt type is more efficient than the circular method,
because it takes into account the varying duration of calls. Members are
NOTE:
In Release 5.0 and later systems, a DSS button used as a
Calls-in-Queue Alarm button only indicates two alarm threshold
levels, with either a flash or steady lighting. If DSS buttons are used
to monitor calling group queue status, only two alarm thresholds
should be set.
''Extension Status'' on page 317
Issue 1
April 1999
359
for additional