MERLIN LEGEND Communications System Release 5.0
Feature Reference
555-650-110
Issue 1
June 1997
Features
Page 501
Queued Call Console (QCC)
Hold Return
3
7
The Hold Return option determines whether calls put on hold at a QCC remain on
hold at a QCC operator’s console indefinitely or are returned to the QCC queue
after the hold timer has expired twice. The factory setting is that calls remain on
hold.
When the QCC Hold Return option is set for calls to remain on hold indefinitely, a
QCC operator hears an abbreviated ring every time the interval expires. If the
QCC Hold Return option is set for calls to return to the queue, each call on hold at
a QCC operator console is timed individually (a queue return timer is used for
each Call button).
Automatic Hold or Release
3
7
The Automatic Hold or Automatic Release setting determines whether a call in
progress on a Call button is automatically put on hold (automatic hold) or released
(automatic release) when a QCC operator presses another Call button. The
factory setting is Automatic Release.
Return Ring Interval
3
7
The Return Ring Interval setting determines the number of rings (1–15) before an
unanswered directed call returns to the QCC queue or returns to a QCC message
center position. The factory setting is four rings.
QCC Voice Announce
3
7
If QCC Voice Announce is enabled, the fifth Call button can be used to announce
a call on another user’s speakerphone. If Voice Announce is disabled (factory
setting), then the fifth Call button functions the same as any other Call button.
This setting applies to all QCCs in the system. Inspecting this button displays
Call 5 Voice
if Voice Announce for QCCs is enabled and
Call 5 Ring
if Voice
Announce for QCCs is
not
enabled.
QCCs cannot
receive Voice Announce calls. Any call to a QCC from a Voice
Announce SA button is received at the QCC as a ringing call.
Calls-in-Queue Alert
3
7
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
3
7
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 from 1 up to 99 calls.
