Lucent Technologies 6.1 manual Elevate Priority, Message Center

MERLIN LEGENDCommunications System Release 6.1	Issue 1
System Planning 555-661-112	August 1998
4 Features
Operator Features	Page 4-21
Elevate Priority	4

This section contains instructions to arrange the QCC queue so that important business calls are answered first.

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

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.