QCC Optional Features. AT&T MERLIN LEGEND Release 3.1, MERLIN LEGEND Release 4.0

QCC Optional Features

QCC Optional Features

This section contains programming summaries for the following options for QCC operator positions:

■ Hold Return

■ Automatic Hold or Release

■ Queue over Threshold

■ Elevate Priority

■ Calls-in-Queue Alert

■ QCC Operator to Receive Call Types

■ Call Type Queue Priority Level

■ Message Center Operation

■ Automatic or Manual Extended Call Completion

■ Return Ring

■ Position Busy Backup

■ Voice Announce

NOTE:

These options are available in Hybrid/PBX mode only.

See Chapter 3, “Common Administrative Procedures,” for detailed programming

information.

Hold Return

Use this procedure to determine whether calls on hold are returned to the QCC queue or remain on hold, on the QCC operator console, after the hold timer has expired twice. After the hold timer expires the first time, the operator hears an abbreviated ring as a call-on-hold reminder. If another call is received at the same time that the hold timer expires, 10 seconds are added to the programmed operator hold timer interval for the first call. If the QCC operator does not pick up a call by the time the hold timer expires twice, the call can be programmed to either remain on hold or return to the QCC queue.

This option cannot be programmed for individual QCC operator positions. The single setting applies to all QCC operator positions.

Programming Procedures 4–223


Summary: Hold Return

Programmable by System manager

Mode

Idle Condition

Planning Form

Factory Setting

Valid Entries

Inspect

Hybrid/PBX

Not required

Form 6a, Optional Operator Features

Calls remain on hold

Remain on hold, Return to QCC queue

No

Copy Option No

Console Procedure Operator ® Queued Call or Remain on Hold

® Hold Rtrn ® Return to Queue

® Enter ® Exit ® Exit

PC Procedure

3 ® 2 ® 1 ® 1

or

2 ® 0 ® 5 ® 5

Automatic Hold or Release

Use this procedure to specify whether a call in progress (on a call button) is automatically put on hold (Automatic Hold) or disconnected (Automatic Release) when the operator presses another button.

This option cannot be programmed for individual QCC operator positions. The single setting applies to all QCC operator positions.

Summary: Automatic Hold or Release


Mode

Idle Condition

Planning Form

Factory Setting

Valid Entries

Hybrid/PBX

Not required


Automatic Release

Auto Hold, Auto Release

Inspect No

Copy Option No

Console Procedure Operator ® Queued Call

Auto Release

® HoldRelease


® Auto Hold or

PC Procedure 3 ® 2 ® 2 ® 1 or 2 ® 0 ® 5 ® 5

4–224 Programming Procedures


Queue over Threshold

Use this procedure to specify the maximum number of calls (threshold) in the

QCC queue before system operators are notified with a tone that the threshold has been reached or exceeded. If the threshold is set to 0, operators are not notified.

Summary: Queue over Threshold


Mode

Idle Condition

Planning Form

Factory Setting

Valid Entries

Inspect

Hybrid/PBX

Not required


0

0 to 99

No

Copy Option No

Console Procedure Operator ® Queued Call ® Threshold ®

Drop

®

Dial no. of calls


PC Procedure 3 ® 2 ® 3 ® A + P ®

Type no. of calls

® 0 ® 5

® 5

Elevate Priority

Use this procedure to specify the length of time before calls waiting in the QCC queue are automatically reprioritized to a higher level. If priority is set to 0, calls are not prioritized.

Summary: Elevate Priority


Mode

Idle Condition

Planning Form

Factory Setting

Valid Entries

Inspect

Copy Option

Hybrid/PBX

Not required


0 seconds

0 and 5 to 30 seconds

No

No



Console Procedure Operator

®

Queued Call

®

ElvatePrior of seconds


®

Drop

®

Dial no.

PC Procedure

3

5

® 2 ® 4 ® A

+

P ®

Type no. of seconds

® 0 ®

® 5

Calls-In-Queue Alert

Use this procedure to specify whether each QCC operator is notified (with a single beep) when a new call enters the QCC queue.

Summary: Calls-In-Queue Alert


Mode Hybrid/PBX

Idle Condition

Planning Form

Factory Setting

Valid Entries

Inspect

Not required


Disable

Enable, Disable

Yes

Copy Option No


Enter

Enter

®

®

® Queued Call

Exit ® Exit

® InQue Alert

InQue Alert Enable or

®

Dial ext. no.

InQue Alert Disable

®

®

PC Procedure 3 ® 2 ® 6 ®

Type ext. no.

® 0 ® 1 or 2 ® 0

® 5 ® 5

QCC Operator to Receive Call Types

Use this procedure to specify which QCC operators receive the following types of calls:

■ Dial 0 calls (internal calls to the system operator)

■ DID calls to invalid destinations (unassigned extension numbers)

■ Calls to the Listed Directory Number (extension for the QCC queue)

■ Calls programmed to return to the QCC queue (returning from directing, camped-on, held calls, and operator parked calls)

■ Group Coverage calls

■ Forward/Follow Me calls

The QCC queue can be a receiver for the maximum number of coverage groups (30).



Summary: QCC Operator to Receive Call Types


Mode

Idle Condition

Planning Form

Factory Setting

Valid Entries

Inspect

Hybrid/PBX

Not required


QCC operator receives the following calls:

Dial 0

Unassigned DID

Listed Directory Number

Returning

Not applicable

Yes

Copy Option No

Console Procedure Operator ® Queued Call ® Call Types ®

Select a call type

® Operator ®

Dial coverage group no.

® Enter ®

Dial ext.

no.

® Enter ® Exit ® Exit ® Exit ® Exit ® Exit

PC Procedure

3 ® 2 ® 7 ®

Select a call type

® 2 ®

Type coverage group no.

5

® 0 ®

Type ext. no.

® 0 ® 5 ®

® 5 ® 5 ® 5

Call Type Queue Priority Level

Use this procedure to assign a priority value (1 to 7) that determines the order in which calls programmed to ring into the QCC queue are sent to QCC system operator positions. A value of 1 is the highest priority.

Summary: Call Type Queue Priority Level


Mode

Idle Condition

Planning Form

Factory Setting

Valid Entries

Inspect

Copy Option

Hybrid/PBX

Not required


4

1 to 7

No

No




®

Queued Call

®

Call Types

®

Select call type

®

Priority

®

Drop

®

Dial priority level

®

Enter

®

Exit

®

Exit

®

Exit

®

Exit

PC Procedure

3 ® 2 ® 7 ®

Select call type

® 1 ® A

+

P ®

Type priority level

® 0 ® 5 ® 5 ® 5 ® 5

Message Center Operation

Use this procedure to designate one or more QCC operator positions to operate as a message center. The following options are automatically set for the message center position:

■ Incoming calls are not directed to this position.

■ Returning calls are directed to this position (return from extending and operator parked calls).

■ All group coverage calls are directed to this position.

■ All DID calls to invalid destinations are directed to this position.

Designating message center operation does not change any call type option programming, except that the call types mentioned above are added to the calls received at the QCC Message Center.

Summary: Message Center Operation


Mode Hybrid/PBX

Idle Condition

Planning Form

Factory Setting

Valid Entries

Inspect

Not required


Not applicable

QCC extension numbers

Yes

Copy Option No


Enter

® Queued Call ® Msg Center ®

Dial ext. no.

®

® Exit ® Exit ® Exit

PC Procedure 3 ® 2 ® 8 ®

Type ext. no.

® ® 5 ® 5



Extended (Directed) Call Completion

Use this procedure to specify one of the two basic options shown below for QCC operator positions with a DSS only:

■ Automatic Completion.

Allows one-touch call transfer; that is, calls are transferred by touching only an extension button on the DSS. The operator does not have to press the Release button.

■ Manual Completion.

QCC operators must press the Release button to direct a call using a DSS.

This option cannot be programmed for individual QCC operator positions. The setting applies to all QCC operator positions.

Summary: Extended Call Completion


Mode

Idle Condition

Planning Form

Factory Setting

Valid Entries

Inspect

Hybrid/PBX

Not required


Automatic Extended Completion

Automatic, Manual

No

Copy Option No


Complete

®

Queued Call

®

ExtndComplt

or Manual Complete

®

Automatic

®

Enter

®

Exit

®

Exit

PC Procedure

3 ® 2 ® 9 ® 1

or

2 ® 0 ® 5 ® 5

Return Ring

Use this procedure to specify the number of rings before an unanswered directed call is returned to the QCC queue or QCC Message Center position.

This option cannot be programmed for individual QCC operator positions. The setting applies to all QCC operator positions.

NOTE:

If you want unanswered calls to proceed to voice mail, lengthen the return ring setting.



Summary: Return Ring


Mode

Idle Condition

Planning Form

Factory Setting

Valid Entries

Inspect

Hybrid/PBX

Not required


4 rings

1 to 15 rings

No

Copy Option No

Console Procedure Operator ® Queued Call ® Return Ring ®

Drop ® Dial no.

of rings


PC Procedure

3 ® 2 ® 0 ® A

+

P ®

Type no. of rings

® 0 ® 5

® 5

Position Busy Backup

Use this procedure to designate the calling group to provide the backup position for the QCC queue. The specified calling group will receive incoming calls when all QCC operator positions are in position-busy mode.

Position Busy Backup is programmed for the QCC queue rather than for individual QCC operator positions. The calling group designated as the QCC queue backup serves as the backup for the Remote Access feature and as backup when the QCC is being used as the system programming console.

Only one Position Busy Backup can be programmed per system.

Summary: Position Busy Backup


Mode

Idle Condition

Planning Form

Factory Setting

Valid Entries

Hybrid/PBX

Not required


No backup

Calling group number

Inspect No

Copy Option No

Console Procedure Operator ® Queued Call ®

More

® QCC Backup ®

Drop

®

Dial ext. number


PC Procedure 3

0

® 2 ® u ® 1 ® A + P® Type ext. number

®

® 5 ® 5



Voice Announce

Use this procedure to enable or disable Voice Announce for the QCC. Voice

Announce is only available on a QCC in Release 4.0 and later.

When Voice Announce is enabled, every QCC in the system has one Voice

Announce Call button, the Call 5 (Ring/Voice) button. All Intercom calls that originate from a QCC Call 5 (Ring/Voice) button are delivered as Voice

Announce calls.

When Voice Announce is disabled, all Intercom calls originating at the QCC Call buttons are Intercom Ringing calls.

Summary: Voice Announce


Mode

Idle Condition

Planning Form

Factory Setting

Valid Entries

Inspect

Hybrid/PBX

Not required


Disabled

Disabled, Enabled

No

Copy Option No


® or Disabled

Queued Call

®

Enter ®

®

® Exit

More

®

®

Exit

Voice Annc

®

Enabled

PC Procedure

3 ® 2 ® u ® 2 ® 1

or

2® ® 5 ® 5


QCC Optional Features. AT&T MERLIN LEGEND Release 3.1, MERLIN LEGEND Release 4.0

QCC Optional Features

Related manuals

Table of contents

QCC Optional Features. AT&T MERLIN LEGEND Release 3.1, MERLIN LEGEND Release 4.0