Lucent Technologies MERLIN LEGEND Release 6.1 Feature Reference page 594

MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Description
The QCC is an answering position available only in Hybrid/PBX mode. The QCC
is an MLX-20L telephone used by operators to do the following:
Answer outside calls that are directed either to the QCC queue or to a
specific QCC operator
Answer inside calls either to the operator or to a specific QCC operator's
extension
Direct ( extend ) inside and outside calls either to an extension or to an
outside telephone number
Serve as a message center
Make outside calls, for example, for users with extensions restricted from
making outside calls
Set up conference calls
Monitor system operation
The system can have up to four QCCs. Two QCCs can be designated for each
008 MLX or 408 GS/LS-MLX module, with QCCs assigned only to the first and
fifth extension jacks on each module. The first QCC must be assigned to the first
extension jack in the system—that is, to Port 1 of the MLX module installed in the
lowest-numbered slot.
The first jack on the first MLX module is factory-set as the primary system
operator position. This cannot be changed. The primary system operator is
designated to receive Dial 0, Unassigned DID, and LDN calls. If a system has
both DLC and QCC operator positions, the factory-set primary operator position
must be a QCC.
QCC Operation
Call Delivery
Outside calls designated through system programming to ring at a QCC are sent
by the system to a single common QCC queue , where they wait to be sent to a
QCC operator console. When a QCC operator is available to receive a call, the
system removes the call from the queue and sends it to an idle Call button on the
QCC. Call buttons are used on QCCs to answer incoming calls and to make
inside and outside calls.
Calls are delivered to a QCC operator in first-in first-out order, according to the
queue priority level assigned to each type of call. If more than one QCC operator
is available, the operator who has been idle the longest receives the call.
Both inside and outside calls ring on Call buttons on the QCC. Unlike the
Direct-Line Console (DLC), on which multiple incoming calls can ring
simultaneously, the QCC receives one call at a time, regardless of the number of
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August 1998
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