AT&T MERLIN LEGEND Release 3.1, System Programming Manual

Page: 166 / 887

QCC Optional Features
3–30
Common Administrative Procedures
QCC Optional Features
This section covers how to program the following options for QCC operator
positions:
■
Hold Return
■
Automatic Hold or Release
■
Queue over Threshold
■
Elevate Priority
■
Calls-in-Queue Alert
■
QCC Operator to Receive Call Types
■
Call Type Queue Priority Level
■
Message Center Operation
■
Automatic or Manual Extended (Directed) Call Completion
■
Return Ring
■
Position Busy Backup
NOTE:
These options are available in Hybrid/PBX mode only.
Hold Return
Use this procedure to determine whether calls on hold are returned to the QCC
queue or remain on hold, on the QCC operator console, after the hold timer has
expired twice. After the hold timer expires the first time, the operator hears an
abbreviated ring as a call-on-hold reminder. If another call is received at the
same time that the hold timer expires, 10 seconds are added to the programmed
operator hold timer interval for the first call. If the QCC operator does not pick up
a call by the time the hold timer expires twice, the call can be programmed to
either remain on hold or return to the QCC queue.
This option cannot be programmed for individual QCC operator positions. The
single setting applies to all QCC operator positions.