Lucent Technologies MERLIN LEGEND Release 6.1 Feature Reference page 606

MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Calls-in-Queue Alert
When the Calls-in-Queue Alert option is enabled for an individual QCC operator,
the operator hears a single tone every time a new call enters the queue. By
monitoring the calls-in-queue alert, the QCC operator can determine whether
heavy call volumes warrant the need for additional answering positions. The
factory setting for the Calls-in-Queue Alert option is disabled for each QCC
operator.
Queue Over Threshold
The Queue Over Threshold setting is the maximum number of calls allowed in the
QCC queue before all QCC operators are warned that too many unanswered calls
are waiting in the queue. The factory setting is 0 (operators are not notified). The
threshold can be changed to a number in the range of 1–99 calls.
In normal call handling, Line 3 of each QCC operator's display shows the number
of calls currently in the queue for that QCC position and the total number of calls
in the queue for all QCC operators. The information is updated each time a call
enters or leaves the queue. When the number of calls is equal to or greater than
the programmed threshold, the queue indicator is highlighted and QCC operators
who are on a call hear a tone.
NOTE:
When there are more than 99 calls in the queue, the display shows
the number of calls drops below 99.
If two QCC operators are on the same call, only one QCC operator hears the
queue-over-threshold tone when the number of calls in the QCC queue is equal to
or greater than the programmed threshold.
Considerations and Constraints
A system operating in Hybrid/PBX mode can include both QCCs and DLCs (see
"Direct-Line Console" on page
operators, which can include no more than four QCCs.
When a system includes QCCs, the first MLX module used to connect QCCs must
be installed in the control unit to the left of any other type of module with extension
jacks. A QCC can be connected on only the first and fifth extension jack of each
MLX module.
Assigning a QCC operator to receive calls to unassigned extension numbers
arriving on DID or dial-in tie trunks or from remote access users does not cause
these calls to ring into the queue unless the calls are programmed to go to a
backup position. The QCC queue must be programmed as the backup position for
these calls.
3 9
208). The system can have a total of eight system
Issue 1
August 1998
Page 557
3 9
3 9
until