MERLIN LEGEND Communications System Release 6.1
Feature Reference
555-661-110
Issue 1
August 1998
Features
Page 316Group Calling
for the system. For a summary of what callers hear while waiting in queue or
being transferred, see Table 30, page 439
.
In addition, an announcement device can be assigned to the group to play a
recorded announcement to each waiting caller, in the order that the calls arrive in
the queue. In Release 5.0 and later systems, the system manager can assign up
to ten primary and one secondary announcement devices for each group and can
specify the delay between announcements, as well as whether the second
announcement repeats while a caller waits.
In Release 6.0 and later systems, activating the optional Prompt-Based Overflow
setting (factory default is Off) allows callers to dial
while listening to a delay
announcement. Then the caller is directed to the queue for the overflow receiver.
This allows callers to leave a message with a voice messaging system or with a
QCC system operator, for example, rather than waiting in the calling group queue.
NOTES:
1. In Release 5.0 and later systems, combining multiple delay
announcement devices with tiered alarm thresholds (see “Overflow
Threshold” on page 325 for additional details) allows the calling group
supervisor or system manager to monitor the effectiveness of delay
announcements. See “Using Alarm Thresholds to Monitor the
Effectiveness of Delay Announcements” on page 329 for more
information.
2. In Release 6.0 and later systems, if the Prompt-Based Overflow setting
is on, the number of extra touch-tone receivers (TTRs) required for this
option is increased. See “Touch-Tone Receivers” in this book.
Calling group members log in when they are ready to take calls (called
available
status
) and log out while they finish call-related activities or when they leave their
positions (called
unavailable status
). Calls are sent to a calling group member
only if the member is logged in and is not busy on another call. When the group
type is set to Auto Logout (the factory setting) and a call sent to a calling group
member is not answered within 30 seconds (5 rings), the call is sent to another
member or to the front of the queue if another calling group member is not
available. The system automatically logs out the extension where the call went
unanswered and makes it unavailable for subsequent calls until the calling group
member logs in.
A calling group member is considered available if
all
of the following conditions
are met:
■ The extension is logged into the calling group (available status).
■ The extension handset is on hook and a red light is on next to the next line
button to be used by Automatic Line Selection; or a headset user has
disconnected the last call, no red light is on at any line buttons, and the
speakerphone is off.
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