Lucent Technologies merlin legend communications system Returning Calls, Responding to the Queue

Call Handling

- Returning Calls -

Some of the calls you receive are returning calls. These are calls you or another operator directed to co-workers. If the co-worker you directed the call to is unavailable (away from the telephone or on another call, for example), the call may return to you for further handling, depending on how your system is set up.

The following are examples of returning calls:

•Directed call (a call sent to an inside or outside telephone)

•Directed call camped-on at the destination telephone

•Held call

•Parked call

When a call returns, you can either attempt the call again or take a message from the caller. See Messaging (pp.13–16) for further information.

- Unsuccessfully Directed Calls -

If you dial incorrectly or reach an extension that is busy or unavailable, you can do one of the following:

•Press the Cancel button to return to the original caller.

•Try the call again.

•Take a message from the caller. See Messaging (pp. 13–16) for further information.

•Try to connect the call using one of the following features:

Barge-In (p. 20) Camp-On (p. 21) Paging (p. 22)

Park (p. 22)

Note: Do not use Camp-On if your system is equipped with a voice mail system.

- Responding to the Queue -

The following features can be enabled or disabled on a QCC. See your system manager for details on how your system is programmed.

Calls-in-Queue Alert

The Calls-in-Queue Alert feature causes your phone to beep when a new call arrives in the QCC queue. The system can be programmed so that the beep can indicate each new call arrival, every second call arrival, and so on.

Queue Over Threshold

When there are more calls in the queue than are allowed by a programmed threshold, the number on your console display that shows the number of calls in the queue turns to reverse video.

When this occurs, you can do one of the following:

•Respond to calls more quickly.

•Contact your backup QCC operator, if assigned, to start accepting calls.

•Notify your system manager.

Notify your system manager if callers complain about slow response times. System options can be adjusted to give better response times.

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