MERLIN LEGEND Communications System Release 5.0
Feature Reference
555-650-110
Issue 1
June 1997
Features
Page 506
Queued Call Console (QCC)
When the QCC queue is programmed as a receiver for a coverage group
and a call transferred to a group member is not answered, the call returns
to the queue as a transfer return if the QCC return ring interval is shorter
than the coverage delay. If the QCC return ring interval is longer than the
coverage delay, the call returns to the QCC queue as a Group Coverage
call.
CTI Link
In a system that includes a CTI link, a call to a QCC does not initiate
screen pop at the operator position, which cannot use a CTI application. It
can initiate screen pop at a screen pop capable-extension either when an
operator transfers or conferences a call immediately, or while the operator
talks to the system user before transferring or conferencing a call.
Direct Voice Mail
The Direct Voice Mail button is factory-assigned on DSSs connected to
QCCs.
Directories
QCC operators use Directory features to dial extensions or telephone
numbers with the touch of a button. The Extension Directory allows an
operator to locate and dial system extension numbers. The System
Directory and Personal Directory can be used to locate and dial outside
numbers. Directory features can be used for directing calls. However, if a
QCC operator releases the call immediately after pressing the button for
the listing, the caller hears the dial tone plus the touch tones for the dialed
digits. If the operator waits until after dialing begins, the caller does not
hear the dial tone and touch tones.
Display
Features not assigned to buttons on the QCC can be activated only by
selecting them from the display. A QCC operator also uses the display for
call information such as the person or extension calling, the line/trunk
identifiers, the reasons for call return and redirection, and the number of
calls waiting in the queue. When a call is in a split condition, a QCC
operator sees information about both the source and destination. If the
operator presses the Home button under these circumstances, the
message is replaced with information about the source only. The operator
can restore the information by pressing the Source and Destination
buttons or by pressing the Inspct button followed by the Source or
Destination button.
Do Not Disturb
Do Not Disturb cannot be used on a QCC. Instead, the operator must use
Position Busy.
Extension Status
Extension Status cannot be used on a QCC, and a QCC cannot be a
calling group or CMS supervisor or a calling group member.
Forward and
Follow Me
A QCC operator cannot forward calls to extensions or telephone
numbers. Instead, the operator uses Position Busy to send calls to a
backup calling group.
Calls that are forwarded to an individual QCC operator or Follow Me calls
that are signed in to a QCC can be assigned a queue priority level. When
the QCC operator uses Position Busy, forwarded calls and Follow Me
calls signed in to the QCC position continue to ring at the QCC.
