Lucent Technologies MERLIN LEGEND Release 6.1 Feature Reference page 375

MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
If you want the Overflow Threshold Time setting to be the primary source for
overflow, you should specify an Overflow Threshold setting of a large number of
calls (for example, 99 calls). If you want to have overflow by number of calls in the
queue, set the overflow threshold time to 0 seconds; this turns off overflow by
time.
The Overflow Threshold Time option can be used in conjunction with the Overflow
Threshold and Prompt-Based Overflow (Release 6.0 and later systems) options
described in the previous and next sections respectively. Overflow distribution
based on the number of calls in the queue or the time spent in the queue takes
precedence over calls that go to overflow because of the caller's prompt.
Prompt-Based Overflow
In Release 6.0 and later systems, system managers can activate the
Prompt-Based Overflow option. (The factory setting is Off.) This option allows
callers waiting in queue and listening to a delay announcement to press the # key
in order to reach the overflow receiver for the group, which may be the QCC
queue or a calling group (including a calling group assigned as a voice mail
system).
All three overflow distribution options—based on the number of calls, the time a
caller has waited, and the caller's prompt—may be used at one time. In this case,
time-based and number-of-calls-based options take precedence over overflow
distribution based on the caller's prompt. Calls that are overflowed because these
thresholds have been exceeded are handled first.
A caller may be in any queue position when he or she dials # for prompted
overflow treatment.
As noted in earlier topics, when prompt-based overflow distribution is used, an
extra TTR must be provided. The delay announcement informs the caller of the #
key option to leave a message rather than waiting for an agent. If no TTR is
available when a calling group call arrives, the call is not sent to a delay
announcement extension until a TTR becomes available. For details about
planning TTRs, see
section in
If, through system programming, the prompt-based option is disabled while callers
are waiting in queue, calls are still eligible for the time-based and/or
number-based options, as long as the system manager has activated these
options.
Overflow Receiver
When the number of calls waiting in the calling group queue reaches the overflow
threshold, calls can be sent to an overflow receiver, which can be another calling
group or the QCC queue. Only one calling group or the QCC queue can be
programmed to provide overflow coverage for the same calling group, and each
"Touch-Tone or Rotary Signaling" on page 687
"Voice Messaging Systems" on page
and the
I–8.
Issue 1
August 1998
Page 326