Instruction manual

Features
QCC Options
The following options are assigned through system programming and are
available only for QCCs:
Trunk Routing
The factory setting does not assign trunks to any QCC. Calls received on each
trunk can be programmed to ring on one or more individual QCCs.
When a QCC receiving calls is in the Position Busy state, any incoming calls
(except for calls directed to that console’s extension and forwarded calls) are
directed to other available QCCs that are programmed to receive calls on the
trunk. If no QCC position is programmed to receive the call, the call is directed
to any available QCC regardless of whether it normally receives such calls.
When all QCC operators are in the Position Busy state, calls received on trunks
(including calls currently waiting in the queue) are sent to the programmed
backup Calling Group.
NOTE:
Individual Direct Inward Dialing (DID) trunks, dial-in tie trunks, and
dedicated Remote Access trunks are handled as Call Types and treated
differently as described later in this section.
In addition to specifying the trunks that ring on each QCC, a priority can be
specified for each trunk. See QCC Queue Priority later in this section.
Personal Line and Pool buttons cannot be assigned to a QCC.
DID trunks, dial-in tie trunks, or dedicated Remote Access trunks cannot be
programmed to ring into the QCC queue.
Trunks assigned to ring into the QCC queue can also be assigned as Personal
Lines on one or more telephones.
Call Types
The Call Types option specifies other types of calls that ring in to the QCC
queue. The following types of calls may be directed to a specific QCC position
with a specified Queue Priority Level:
■ Dial 0 calls (calls to the QCC operator)
■ Calls to unassigned (invalid) extensions received on DID or dial-in tie
trunks, or by Remote Access users
Calls to unassigned extensions can be programmed to receive a fast
busy or to be directed to a backup position. The backup position can be
any individual extension (including one that is not an operator position),
the QCC queue, or a Calling Group.
392 Queued Call Console