MERLIN LEGEND Communications System Release 6.1
Feature Reference
555-661-110
Issue 1
August 1998
Features
Page 562Queued Call Console (QCC)
Forward and
Follow Me
continued
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.
Group Calling Only a calling group can be programmed to provide Position Busy backup
when all QCC operators activate Position Busy. If no calling group is
designated to provide backup, the system does not allow the last QCC
operator to activate Position Busy. A QCC cannot be a member of a
calling group. A calling group can be a backup for calls in the QCC queue
when all QCC operators are in the position-busy state. The QCC queue
can be designated to provide overflow coverage for calls from one or
more calling groups. When an overflow call is sent to the QCC queue, it
cannot be distinguished as a call to a calling group.
In Release 6.1 and later systems, a calling group with a non-local
member can be used for Position Busy Backup.
In Release 6.0 and later systems (Hybrid/PBX mode only), inside, dial 0,
or LDN calls directed to a calling group programmed as the Position Busy
Backup are subject to queue control.
When the QCC queue is providing overflow coverage for a calling group
and all QCC operators are in the position-busy state, overflow calls do not
receive position-busy backup (are not redirected to a second calling
group providing position-busy backup for the QCC queue) and continue to
wait in the original calling group queue.
If all QCC operators activate Position Busy while an overflow call is in the
QCC queue, the call is rerouted to the original calling group, not to the
calling group providing position-busy backup.
If a QCC operator switches out of Position Busy while a backup call is in
the calling group queue or has already been delivered to a calling group
member, the call does not go back into the QCC queue.
Headset Options Headset Auto Answer, Headset/Handset Mute, and Headset Status
are assigned as fixed features on buttons on a QCC.
Headset Hang Up cannot be programmed on a QCC.
The function of disconnecting calls served by the Headset Hang Up
feature is replaced with Release, Forced Release, Camp-On, and
Automatic Release through DSS buttons on the QCC.
HFAI The Hands Free Answer on Intercom (HFAI) button does not work on a
QCC.
Hold Pressing the Hold button to put a caller on hold makes a QCC operator
available for incoming calls from the QCC queue.
The DLC operator Automatic Hold feature is not used for QCCs.
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