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MERLIN LEGENDCommunications System Release 6.1
System Planning
555-661-112
Issue 1
August 1998
Features
Page 4-21Operator Features
4
Elevate Priority 4
This section contains instructions to arrange the QCC queue so that important
business calls are answered first.
NOTE:NOTE:NOTE:
During high-volume calling periods this means that only high-priority calls
are delivered to a QCC within a reasonable amount of time, and low-priority
calls go unanswered. To review call priority assignments, see “QCC Queue
Priority Level” in Chapter 3, “Lines/Trunks.”
The setting for the Elevate Priority option determines the length of time (in
seconds) before the calls waiting in the QCC queue are automatically assigned a
higher level of priority. Although the priority of every call in the queue is then
increased to a higher level, a call is never increased to the highest priority (1)
because priority 1 calls are those that must reach the operator as quickly as
possible.
Planning Form Instructions 4
Under the Elevate Priority heading on Form 6a, do
one
of the following:
■ To indicate that the order of priority is not changed, check the 0 Seconds
box (the factory setting).
■ To indicate that call priority is reordered, check the second box and write
the number of seconds in the space provided. (Select any number from 5
through 30 depending on the number of priority levels assigned to calls
ringing into the queue and the volume of incoming calls. The
recommendation for typical systems is 8 seconds.)
Message Center 4
This section contains instructions to assign this feature when there is more than
one QCC operator position and the customer wants one centralized location
where employees retrieve messages. Usually only one message center position is
necessary, but there can be several QCCs in one room sharing messaging duties.
The Message Center option allows you to designate a QCC as a message center
with the following options automatically set:
■ The only incoming calls that go to the message center QCC are calls to the
extension number of the QCC and calls sent to the QCC using Forward or
Follow Me.
■ Returning calls (such as those sent to an extension, operator-parked, and
camp-on calls) go to the message center QCC. This means that the
message center position is different from that of the system operator who
originally answered the call.
■ Group Coverage calls go to the QCC message center.
■ DID calls to invalid destinations (unassigned extension numbers) go to the
QCC message center.