Lucent Technologies 555-661-140 manual Queue Control, Prompt-Based Overflow

MERLIN LEGEND Communications System Release 6.1	Issue 1
Installation 555-661-140	August 1998
Prior Releases Features and Enhancements	Page xxxii
Release 6.0 Enhancements (February, 1998)

Queue Control

The system manager can control the maximum number of calls allowed in the primary calling group queue for calls that arrive on certain facilities often assigned to calling groups. When the number of calls in queue reaches the programmed maximum, subsequent callers receive a busy signal.

Queue control applies to calls received on the following types of facilities:

■DID (Direct Inward Dialing)

■PRI facilities programmed for dial-plan routing

■All calls transferred from a VMI (voice messaging interface) port

■Dial-in Tie

Queue control also applies to internal calls to a Calling group and calls to a calling group through the QCC.

Internal calls that dial a Listed Directory Number (LDN) 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

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