Attendant Priority Queue (Generic 3R) - Lucent Technologies DEFINITY User Manual

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Attendant Priority Queue (Generic 3r)

This feature is used to handle incoming calls to the attendant group or to an
individual attendant when the call cannot be immediately terminated to an
attendant. Such calls are placed in the Attendant Priority Queue in an ordered
fashion based on a priority queue level and the timestamp associated with the
call.
Twelve different categories of incoming attendant calls are defined, in which
each has a designated Attendant Priority Queue level. Although each of these
categories has a given default level, the System Manager may specify a priority
queue level for any or all categories through system administration.
The category for Emergency Call to the Attendant Group is always defaulted to
the highest queue level priority, with all other categories defaulted to a lower
priority.
A call placed in the Attendant Priority Queue is associated with one of the
following 12 priority queue categories:
Emergency Call to the Attendant Group — Originated by a station user
n
who has dialed the administerable emergency access code.
Assistance Call to the Attendant Group — Originated by a station user
n
who has dialed the attendant group access code, or who has the Manual
Origination feature activated.
Attendant Group Call over a CO/FX/WATS Trunk — An incoming trunk
n
call directed to an attendant group. (This does not include trunk calls
returned to the attendant group after a timeout or some type of deferred
attendant recall.)
Attendant Group Call over a DID Trunk — Also an incoming trunk call
n
directed to an attendant group, except that it is placed over a DID trunk.
Attendant Group Call over a Tie Trunk — Also an incoming trunk call
n
directed to an attendant group, except that it is placed over a tie trunk (dial-
repeating or direct types).
Redirected DID or Redirected ACD Call — A DID or ACD call which times
n
out due to ring and/or no-answer, busy condition (if applicable), or Number
Unobtainable; and is rerouted back to the attendant group.
Attendant Redirected Call — A call assigned to terminate at an individual
n
attendant, but subsequently rerouted to the attendant group because the
individual attendant console is busy on another call.
Attendant Return Call — A call returned to the attendant after a timeout of
n
an extended station or trunk call. Such a call is intended to return to the
attendant who extended it. However, if that console is busy on another call,
the extended call is returned to the attendant group. This category is a type
of Attendant Redirected Call with its own identity to allow assignment of an
Attendant Priority Queue level.
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