Lucent Technologies MERLIN LEGEND Release 7.0 Feature Reference page 645

MERLIN LEGEND Communications System Release 7.0
Feature Reference 555-670-110
Features
Queued Call Console (QCC)
Display
Do Not Disturb
Extension Status
Forward and
Follow Me
Group Calling
Features not assigned to buttons on the QCC can be activated only by
selecting them from the display. A QCC operator also uses the display for
call information, such as the person or extension calling, the line/trunk
identifiers, the reasons for call return and redirection, and the number of
calls waiting in the queue. When a call is in a split condition, a QCC
operator sees information about both the source and destination. If the
operator presses the Home button under these circumstances, the
message is replaced with information about the source only. The operator
can restore the information by pressing the Source and Destination
buttons, or by pressing the Inspct button followed by the Source or
Destination button.
Do Not Disturb cannot be used on a QCC. Instead, the operator must use
Position Busy.
Extension Status cannot be used on a QCC, and a QCC cannot be a
calling group member or a CMS or calling group supervisor.
A QCC operator cannot forward calls to extensions or telephone
numbers. Instead, the operator uses Position Busy to send calls to a
backup calling group.
Calls that are forwarded to an individual QCC operator or Follow Me calls
that are signed in to a QCC can be assigned a queue priority level. When
the QCC operator uses Position Busy, forwarded calls and Follow Me
calls signed in to the QCC position continue to ring at the QCC.
Only a calling group can be programmed to provide Position Busy backup
when all QCC operators activate Position Busy. If no calling group is
designated to provide backup, the system does not allow the last QCC
operator to activate Position Busy. A QCC cannot be a member of a
calling group. A calling group can be a backup for calls in the QCC queue
when all QCC operators are in the position-busy state. The QCC queue
can be designated to provide overflow coverage for calls from one or
more calling groups. When an overflow call is sent to the QCC queue, it
cannot be distinguished as a call to a calling group.
In Release 6.1 and later systems a calling group with a non-local member
can be used for Position Busy Backup.
In Release 6.0 and later systems (Hybrid/PBX mode only), inside, dial 0,
or LDN calls directed to a calling group programmed as the Position Busy
Backup are subject to queue control.
When the QCC queue is providing overflow coverage for a calling group
and all QCC operators are in the position-busy state, overflow calls do not
receive position-busy backup (are not redirected to a second calling
group providing position-busy backup for the QCC queue) and continue to
wait in the original calling group queue.
If all QCC operators activate Position Busy while an overflow call is in the
QCC queue, the call is rerouted to the original calling group, not to the
calling group providing position-busy backup.
Issue 1
April 1999
585