Lucent Technologies MERLIN LEGEND Release 6.1 Feature Reference page 603

MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
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.
Extended Call Completion
The setting for the Extended Call Completion option determines whether or not
the process of directing calls (also known as extending calls) is completed
automatically when a QCC operator with a DSS presses a DSS button. The
following are the available settings for extended call completion:
Automatic (factory setting). A QCC operator can answer a call and direct it
by pressing the DSS button. The operator does not need to press either the
Start button to begin directing the call or the Release button to complete
the process. If a QCC operator chooses, he or she can press the Start
button before pressing the DSS button. However, call directing is
automatically completed when the QCC operator presses a DSS button.
With the Automatic option set for extended call completion, a QCC
operator can announce transferred calls only by pressing the Start button
and then manually dialing the destination extension number.
Manual. A QCC operator can initiate the call direction and dial the
extension by pressing a DSS button while on a call. However, the QCC
operator then must complete call direction manually by either pressing the
Release button or hanging up. The QCC operator does not need to press
the Start button to begin the direction process. This allows the QCC
operator to speak to the destination and/or announce the call before
connecting the caller.
When automatic release is programmed and a QCC operator tries to direct a call
to an invalid extension (such as a paging group), the display shows
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Issue 1
August 1998
Page 554
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