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MERLIN LEGEND Communications System Release 6.0
System Programming
555-660-111
Issue 1
February 1998
Programming Basics
Page 1-77Product Enhancements
1
Queue control also applies to internal calls to a DGC group and calls to a calling
group through the QCC.
Internal calls that dial or and are directed to a calling group
administered as Position-Busy Backup are eligible for queue control. Calls that
come in on a trunk assigned to the Queued Call Console (QCC) are not eligible
for queue control if the call is directed to a calling group designated as Position-
Busy Backup.
Remote-access calls to a calling group, coverage calls directed to a calling group,
calls directed to calling group through QCC Position-Busy backup, and all other
outside calls are not eligible for queue control.
Prompt-Based Overflow 1
System managers can activate the Prompt-Based Overflow option. This option
allows callers waiting in queue and listening to a delay announcement to press the
# key in order to reach the overflow receiver for the group, which may be the QCC
queue or another calling group (including a calling group assigned for a voice mail
system).
All three overflow distribution options—based on the number of calls, the time a
caller has waited, and according to the caller’s prompt—may be used at one time.
In this case, time-based and number-of-calls based options take precedence over
overflow distribution based on the caller’s prompt.
When prompt-based overflow distribution is used, an extra TTR must be provided
for each delay announcement device assigned to the associated calling group.
The delay announcement informs the caller of the # key option to exit the queue
and leave rather than waiting for an agent. If no TTR is available when a calling
group call arrives, the call is not sent to a delay announcement extension.
Centrex Transfer via Remote Call Forwarding 1
Centrex Transfer via Remote Call Forwarding can be used in all system modes of
operation to send outside calls to a remote telephone number or another Centrex
station. In this context, the term
outside calls
refers to calls from outside the
communications system, which may originate at extensions in the Centrex system
but not connected to the local MERLIN LEGEND Communications System.
An outside call that uses this feature is defined as a call that arrives on an analog
Centrex loop-start line at the MERLIN LEGEND Communications System. It may
arrive directly or be transferred without consultation or without transfer supervision
(in the case of an automated attendant). The forwarding call to the outside
number is made on the same line/trunk on which the call arrived, conserving
system facilities. The following considerations and rules apply:
■ Only outside Centrex calls are forwarded using this feature.