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MERLIN LEGEND Communications System Release 6.1
Installation
555-661-140
Issue 1
August 1998
Prior Releases Features and Enhancements
Page xxxviii
Release 5.0 Enhancements (June, 1997)
efficient than the circular type because it takes into account the varying duration
of calls. The system distributes calls based on when an agent last completed a
call, not on when he or she last received one. This hunting method ignores
non-calling group calls. For example, if an agent transfers a call that arrived on
a line not assigned to the calling group, the calling group member’s most-idle
status is unaffected.
Delay Announcement Devices
The system manager can designate as many as ten primary delay
announcement devices per group rather than the single device for each group
that is available in Release 4.2 and earlier systems. Furthermore, an additional
secondary delay announcement device can be specified, for a total of ten
primary device extensions and one secondary device extension per group.
A primary delay announcement device operates in the same fashion as a single
delay announcement device, playing once, as soon as it is available, for the
caller who has waited the longest for a calling group agent and has not heard a
primary delay announcement. If a secondary announcement device is used, it
can use the factory setting, which plays the announcement once, or it can be
set to repeat the announcement after a certain amount of time. The system
manager programs the time (0–900 seconds) between announcements. This
setting controls both the interval between primary and secondary
announcements and the interval between repetitions of the secondary
announcement if it is set to repeat. (See Group Calling Options in Chapter 4 for
guidelines on setting the delay.)
The primary and secondary announcement options, when used together, allow
an initial message to play for callers, followed by a repeating announcement
that, for example, urges callers to stay on the line and wait for a calling group
member.
Two or more groups may share an announcement device.
A primary delay announcement device can be administered as a secondary
delay announcement device.