Lucent Technologies MERLIN LEGEND Release 7.0 Feature Reference page 638

MERLIN LEGEND Communications System Release 7.0
Feature Reference 555-670-110
Features
Queued Call Console (QCC)
Calls to unassigned (invalid) extensions received on DID or dial-in tie
trunks or made by remote access users.
The factory setting is that no message center position is assigned and that
returning calls are returned to the originating operator position (the initiator),
which, by definition, is a QCC queue when the system has QCCs. Group
Coverage calls are not programmed to ring at any specific QCC operator position.
When a message center is programmed, these calls are directed to the message
center position. The QCC queue can be programmed so that other QCC operator
positions can receive Group Coverage calls, calls to unassigned extensions, and
returning calls. If the factory setting remains unchanged—so that returning calls
are sent to the originating operator position—then message center operation
sends those calls to the programmed message center instead. If, however, this
factory setting is changed—so that calls are sent to the QCC queue—returning
calls are sent to either the QCC queue or the programmed message center.
A QCC operator position programmed as a message center position also can
receive other call types by assigning the position as a QCC operator to receive
those call types.
Position Busy Backup
The Position Busy Backup option designates a calling group to receive calls when
all QCCs are in a position-busy state. Only calling groups can be designated as
QCC position-busy backups. If no calling group is assigned to provide
position-busy backup, the system does not allow the last QCC operator to use
Position Busy. The Position Busy Backup option is programmed for the QCC
queue rather than for individual operator positions. Only one Position Busy
Backup can be programmed.
In Release 6.1 and later systems a calling group with a non-local member can be
used for Position Busy Backup.
Operator Hold Timer
The Operator Hold Timer option specifies the length of time (10–255 seconds)
that must elapse before an operator is reminded (with an abbreviated ring) that a
call is on hold. The factory setting for this interval is 60 seconds. The operator
hold timer can be set for both DLCs and QCCs. It cannot be programmed for
individual operator positions. If another call is received at the same time that the
hold timer expires, 10 seconds are added to the programmed operator hold timer
interval.
Hold Return
The Hold Return option determines whether calls put on hold at a QCC remain on
hold at a QCC operator's console indefinitely or are returned to the QCC queue
after the hold timer has expired twice. The factory setting is that calls remain on
hold.
Issue 1
April 1999
578