Lucent Technologies MERLIN LEGEND Release 7.0 Feature Reference page 634

MERLIN LEGEND Communications System Release 7.0
Feature Reference 555-670-110
Features
Queued Call Console (QCC)
When a QCC receiving calls is in the position-busy state, any incoming calls
(except for forwarded calls and calls directed to that console's extension) are
directed to other available QCCs that are programmed to receive calls on the line/
trunk. If no QCC position is programmed to receive the call, the call is directed to
any available QCC whether or not it normally receives such calls. When all QCC
operators are in the position-busy state, calls received on lines (including calls
currently waiting in the queue) are sent to the programmed backup calling group.
In addition to specifying the lines that ring on each QCC, you can specify a priority
for each line/trunk. See
Personal line and Pool buttons cannot be assigned to a QCC.
DID trunks, dial-in tie trunks, tandem trunks (Release 6.0 or later systems only), or
dedicated remote access lines/trunks cannot be programmed to ring into the QCC
queue, although calls on these lines/trunks can be assigned to ring at a QCC
operator's extension, as described later in this section.
Lines/trunks assigned to ring into the QCC queue also can be assigned as
personal lines on one or more telephones.
Call Types
The Call Types option specifies other types of calls that ring into the QCC queue.
The following types of calls may be directed to a specific QCC position with a
specified queue priority level:
Dial 0 calls (calls to the QCC operator).
Calls to unassigned (invalid) extensions, either received on DID or dial-in
tie trunks or dialed by remote access users.
Calls to unassigned extensions can be programmed either to receive a fast
busy signal or to be directed to a backup position. The backup position can
be any individual extension (including one that is not an operator position),
the QCC queue, or a calling group.
Calls to the LDN (the extension for the QCC queue).
Returning calls (unanswered directed, camped-on, held, and QCC
operator-parked calls).
Group Coverage calls (the QCC can be designated to receive Group
Coverage calls).
''QCC Queue Priority'' on page
NOTE:
Assigning a QCC operator to receive the calls does not cause the
calls to ring into the queue. The calls must be programmed to go to a
backup position, and the QCC queue must be programmed as the
backup position.
Issue 1
April 1999
576.
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