MERLIN LEGEND Communications System Release 5.0
Feature Reference
555-650-110
Issue 1
June 1997
Features
Page 288
Group Calling
The primary and secondary announcement options, when used together, allow
the system manager to issue an initial message to callers, followed by a repeating
announcement that, for example, urges the caller to stay on the line and wait for a
calling group member. Generally the delay interval should be no shorter than the
length (in seconds) of the secondary announcement. Ideally, the delay interval
should be a multiple of the secondary announcement’s length and the anticipated
number of calls in queue during a busy time.
NOTE:
See
‘‘Using Alarm Thresholds to Monitor the Effectiveness of Delay
for information about how tiered alarm
thresholds can help determine the effectiveness of delay announcements
in Release 5.0 and later systems.
In Release 2.0 and later systems, all calls delivered to a jack programmed as a
calling group delay announcement device produce a one-burst inside ring (heard
by the caller). In addition, outside calls transferred to a calling group and then
answered by either a delay announcement device or a calling group member
show the most recent answering extension, not the transferring extension, on the
Station Message Detail Recording (SMDR) call record.
If a calling group member becomes available while the caller is listening to a delay
announcement, the system immediately routes the caller to the calling group
member. The announcement device is then free to handle another queued call.
Each announcement device has an extension number. Therefore, a calling group
member or calling group supervisor can dial this number to check or change the
announcement as long as the delay announcement device allows a user to read
or change messages remotely. If the device is malfunctioning and does not
answer the call within 30 seconds (5 rings), the system automatically logs out the
device and makes it unavailable for subsequent calls until the calling group
supervisor logs in the device or until the next system restart. The only effect on
incoming calls is that callers do not hear the announcement.
If a caller hangs up while listening to a delay announcement device, the extension
of the delay announcement device, not that of the calling group, is recorded on
the SMDR.
Message-Waiting Receiver
2
2
The message-waiting receiver is the extension designated to receive
message-waiting indications for the calling group. This includes message-waiting
indications sent from an operator, from a display telephone using Leave Message,
or from a fax machine. Any type of telephone with a message LED can be
assigned as a message-waiting receiver.
The extension designated as the message-waiting receiver does not have to be a
member of the calling group. Each calling group can have only one extension
