Lucent Technologies MERLIN LEGEND Release 7.0 Feature Reference page 635

MERLIN LEGEND Communications System Release 7.0
Feature Reference 555-670-110
Features
Queued Call Console (QCC)
The following types of calls are assigned only a queue priority level. They cannot
be directed to an individual QCC because they are always made to a specific
operator position by the caller:
Calls signed in (Follow Me) or forwarded to a QCC operator.
Calls to a QCC operator extension (for example, calls received from an
inside or remote access user).
Calls received on DID or dial-in trunks programmed to reach a QCC
operator's extension rather than the QCC queue.
The factory setting directs the following call types to the primary QCC operator
position:
Dial 0 calls.
Calls to the LDN.
Calls to invalid destinations (unassigned extensions, for example).
Group Coverage calls are not programmed to ring at any specific QCC.
For returning calls, the factory setting returns calls to the originating operator
position (the initiator).
The factory settings can be changed so that each type of call is either directed to
a different and/or additional QCC or is not directed to any of the QCC operator
positions. In addition, if the QCC queue is assigned to be a Group Coverage
receiver, and if no QCC operator is assigned to receive calls for the coverage
group, the coverage calls go to the primary QCC operator position.
If the caller dials 0 or the LDN, the caller hears a fast busy tone if the call is:
On a DID trunk.
On a tandem trunk (Release 6.0 or later systems only).
On a dial-in tie trunk.
Dialed by a remote access user and not programmed to ring at a QCC
extension.
On other types of lines, the caller hears an error tone.
If returning calls are not directed to a QCC operator position, the caller hears
normal ringback, Music-On-Hold, or silence, and is not made aware by any
special audible feedback that the call is not returning to the queue for further
handling.
Issue 1
April 1999
575