Lucent Technologies MERLIN LEGEND Release 7.0 Feature Reference page 628

MERLIN LEGEND Communications System Release 7.0
Feature Reference 555-670-110
Features
Queued Call Console (QCC)
QCC Operation
Call Delivery
Outside calls designated through system programming to ring at a QCC are sent
by the system to a single common QCC queue , where they wait to be sent to a
QCC operator console. When a QCC operator is available to receive a call, the
system removes the call from the queue and sends it to an idle Call button on the
QCC. Call buttons are used on QCCs to answer incoming calls and to make
inside and outside calls.
Calls are delivered to a QCC operator in first-in first-out order, according to the
queue priority level assigned to each type of call. If more than one QCC operator
is available, the operator who has been idle the longest receives the call.
Both inside and outside calls ring on Call buttons on the QCC. Unlike the
Direct-Line Console (DLC), on which multiple incoming calls can ring
simultaneously, the QCC receives one call at a time, regardless of the number of
calls in the QCC queue. When a call rings on a Call button, call origin information
is shown on the display.
In Release 4.0 and later releases, when Voice Announce for QCCs is enabled, the
fifth Call button can be used to announce a call on another user's speakerphone
(providing there is an available SA button capable of receiving pages at the
receiving telephone). If Voice Announce is disabled (factory setting), then the fifth
Call button functions just as any other Call button does. Inspecting this button
displays Call 5 Voice if Voice Announce for QCCs is enabled and Call 5 Ring
if Voice Announce for QCCs is not enabled.
Operator Availability
A QCC operator is available to receive a call from the queue when there are no
active calls (including ringing calls) at the console except calls on hold. A QCC
operator is unavailable to receive a call from the queue under the following
conditions:
A call is ringing at the console.
The operator is on a call.
The operator has a call in the split condition (see below).
The operator is setting up a conference.
All Call buttons are busy.
The console is being used for system programming.
The console is in maintenance mode.
Issue 1
April 1999
568