Lucent Technologies MERLIN LEGEND Release 7.0 Feature Reference page 636

MERLIN LEGEND Communications System Release 7.0
Feature Reference 555-670-110
Features
Queued Call Console (QCC)
Programming an operator to receive DID calls to invalid destinations (unassigned
extension numbers) does not cause the calls to ring into the QCC queue, unless
the QCC queue is also programmed as the backup extension.
QCC Queue Priority
The QCC queue priority determines the priority of calls programmed to ring into
the QCC queue. A priority value from 1 up to 7 is assigned; this value determines
the order in which calls are sent to QCCs. A value of 1 is the highest priority and 7
is the lowest. The factory-set priority level is 4 for all call types and lines/trunks.
The values can be changed for each line/trunk and each call type, according to
the order in which calls should be answered. Call types are as follows:
Dial 0
Forward/Follow Me
Unassigned DID
LDN
Returning
Group Coverage
QCC extension
For example, if important customer calls are received on particular lines/trunks, a
priority value of 1 should be programmed so that the calls are answered before
any others. Values of 2 through 7 should be assigned to lines or call types used
for less important calls. Careful planning of QCC queue priority assures prompt
answering of all important business calls.
Elevate Priority
During high-volume calling periods, only high-priority calls may be delivered to a
QCC within a reasonable amount of time. Low-priority calls can remain
unanswered if there is a constant flow of higher-priority calls.
Elevate Priority helps avoid this problem by allowing the system to raise the
priority of a call that has been waiting too long in the QCC queue. The setting
determines the length of time (5–30 seconds) before calls waiting in the QCC
queue are automatically reprioritized to a higher level. The factory setting is 0,
which means that calls are not reprioritized.
When the QCC queue is reprioritized, the priority of every call in the queue is
increased to the next higher level. For example, a call that is currently at a priority
level of 4 is changed to the next higher priority level of 3 when the timer expires.
However, the priority of a call is never elevated to 1 because calls assigned to that
level must reach a QCC operator as quickly as possible.
Issue 1
April 1999
576