Lucent Technologies 555-670-116 manual MERLIN LEGEND Communications System Release, Issue, April

MERLIN LEGEND Communications System Release 7.0	Issue 1
Pocket Reference 555-670-116	April 1999
Release 6.0 Enhancements (February 1998)	9

Although many features are available using tie trunks for network connectivity, PRI tandem trunks provide greatly enhanced features and faster call setup. For this reason, PRI is recommended over tie functionality in private networks.

■Group Calling Enhancements

Release 6.0 and later systems include Group Calling features that enhance group calling operations.

■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 the 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:

—Direct Inward Dialing (DID)

—PRI facilities programmed for dial-plan routing

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

—Dial-in Tie

Queue control also applies to internal calls to a calling group and calls to a calling group through the Queued Call Console (QCC).

Internal calls that dial #0 or #800 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 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 a 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 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.