Lucent Technologies 5 manual QCC Console Not Ringing For Incoming Calls

MERLIN LEGEND Communications System Release 5.0		Issue 1
System Manager’s Guide 555-650-118		June 1997
8 Troubleshooting the System
	QCC Console Not Ringing for Incoming Calls	Page 8-12
	QCC Console Not Ringing	8
	for Incoming Calls

Possible Cause 1: The lines are not assigned to the QCC queue.

What to do: Use system programming to assign the lines to the QCC queue (see “QCC Operator to Receive Calls” in the “Lines and Trunks” section of Chapter 4, System Programming). Finally, check to see whether incoming calls ring at the console.

■If the console rings for incoming calls, you have solved the problem. If not, go to Possible Cause 2.

■If the console is still not ringing, go to Possible Cause 2.

Possible Cause 2: The Position Busy feature is turned on.

What to do: Check the green light next to the Position Busy button.

■If the green light is on, then Position Busy is turned on. Press the button to deactivate the feature and to turn the light off. Finally, check to see whether incoming calls ring at the console. If they do, you have solved the problem. If not, go to Possible Cause 3.

■If the green light is off, then Position Busy is not turned on; go to Possible Cause 3.

Possible Cause 3: The Calls-In-Queue Alert option is disabled (this is the factory setting). The number of calls in the queue has exceeded the programmed threshold or the callers have waited too long, and calls are being directed to a backup.

What to do: Use system programming to check and see whether the QCC’s optional Calls-In-Queue Alert is disabled (see Chapter 3 in System Programming).

■If the Calls-In-Queue Alert option is set to Disable, change it to Enable, if appropriate. Finally, check to see whether incoming calls ring at the console. If they do, you have solved the problem. If not, go to Possible Cause 4.

■If the Calls-In-Queue Alert option is set to Enable, go to Possible Cause 4.

Possible Cause 4: Night Service may be on, and calls may be ringing at extensions assigned to the Night Service group rather than at the QCC.

What to do: Check the green light next to the Night Service button. In Release

4.0and prior systems, if there is more than one QCC, all must have Night Service activated in order for calls to ring at Night Service group extensions. In Release

4.1and later systems, lines assigned to a Night Service group ring when the QCC assigned for that group has Night Service turned on; other QCCs need not have Night Service turned on.