MERLIN LEGEND Communications System Release 5.0
Feature Reference
555-650-110
Issue 1
June 1997
Features
Page 502
Queued Call Console (QCC)
In normal call handling, Line 3 of each QCC operator’s display shows the number
of calls currently in the queue for that QCC position and the total number of calls
in the queue for all QCC operators. The information is updated each time a call
enters or leaves the queue. When the number of calls is equal to or greater than
the programmed threshold, the queue indicator is highlighted and QCC operators
who are on a call hear a tone.
NOTE:
When there are more than 99 calls in the queue, the display shows
99
until
the number of calls drops below 99.
If two QCC operators are on the same call, only one QCC operator hears the
queue-over-threshold tone when the number of calls in the QCC queue is equal to
or greater than the programmed threshold.
Considerations and Constraints
3
7
A system operating in Hybrid/PBX mode can include both QCCs and DLCs (see
‘‘Direct-Line Console’’ on page 191
). The system can have a total of eight system
operators, which can include no more than four QCCs.
When a system includes QCCs, the first MLX module used to connect QCCs must
be installed in the control unit to the left of any other type of module with extension
jacks. A QCC can be connected on only the first and fifth extension jack of each
MLX module.
Assigning a QCC operator to receive calls to unassigned extension numbers
arriving on DID or dial-in tie trunks or from remote access users does not cause
these calls to ring into the queue unless the calls are programmed to go to a
backup position. The QCC queue must be programmed as the backup position for
these calls.
Lines/trunks cannot be programmed to ring into both the QCC queue and a calling
group.
Lines/trunks assigned to ring into the QCC queue also can be assigned as
personal lines on one or more telephones.
When a QCC operator wants to make an outgoing call, he or she should press the
Position Busy button before pressing the Hold button for an existing call. This
makes the console temporarily unavailable for calls from the queue (the operator
can receive calls forwarded or made to the operator’s individual extension
number). If the operator presses only the Hold button, the position is still available
for calls and a call can be delivered from the queue. Receipt of a call at this time
can either prevent the operator from making the outgoing call or cause the call
ringing on the console to remain unanswered until the operator finishes the
outgoing call.
