MERLIN LEGEND Communications System Release 5.0
Feature Reference
555-650-110
Issue 1
June 1997
Features
Page 498
Queued Call Console (QCC)
The factory settings can be changed so that each type of call is either directed to
a different and/or additional QCC or is not directed to any of the QCC operator
positions. In addition, if the QCC queue is assigned to be a Group Coverage
receiver, and if no QCC operator is assigned to receive calls for the coverage
group, the coverage calls go to the primary QCC operator position.
If a call on a DID or dial-in tie trunk or dialed by a remote access user is not
programmed to ring at a QCC extension and if the caller dials
0
or the Listed
Directory Number, the caller hears a fast busy tone. On other types of lines, the
caller hears an error tone.
If returning calls are not directed to a QCC operator position, the caller hears
normal ringback, Music On Hold, or silence, and is not made aware by any special
audible feedback that the call is not returning to the queue for further handling.
Programming an operator to receive DID calls to invalid destinations (unassigned
extension numbers) does not cause the calls to ring into the QCC queue unless
the QCC queue is also programmed as the backup extension.
QCC Queue Priority
3
7
The QCC queue priority determines the priority of calls programmed to ring into
the QCC queue. A priority value from 1 up to 7 is assigned; this value determines
the order in which calls are sent to QCCs. A value of 1 is the highest priority and 7
is the lowest. The factory-set priority level is 4 for all call types and lines/trunks.
The values can be changed for each line/trunk and each call type according to the
order in which calls should be answered. Call types are as follows:
■
Dial 0
■
Forward/Follow Me
■
Unassigned DID
■
Listed Directory Number
■
Returning
■
Group Coverage
■
QCC extension
For example, if important customer calls are received on particular lines/trunks, a
priority value of 1 should be programmed so that the calls are answered before
any others. Values of 2 through 7 should be assigned to lines or call types used
for less important calls. Careful planning of QCC queue priority assures prompt
answering of all important business calls.
Elevate Priority
3
7
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.
