Instruction manual

Features
NOTE:
Assigning a QCC operator to receive the calls does not cause the
calls to ring in to the queue. The calls must be programmed to go to
a backup position, and the QCC queue must be programmed as the
backup position.
■ Calls to the Listed Directory Number (the extension for the QCC queue)
■ Returning calls—Unanswered extended, camped-on, held, and QCC
operator-parked calls
■ Group Coverage calls (the QCC can be designated to receive Group
Coverage calls)
The following types of calls are assigned only a Queue Priority Level and cannot
be directed to an individual QCC operator position because they are always
made to a specific operator position by the caller:
■ Calls signed in (Follow Me) or forwarded to the QCC operator
■ Calls to a QCC operator extension (for example, calls received from an
inside or Remote Access user) or calls received on DID or dial-in trunks
programmed to reach the QCC operator’s extension
The factory setting directs the following calls to the primary QCC operator
position:
■ Dial 0 calls
■ Calls to the Listed Directory Number
■ Calls to invalid destinations
Group Coverage calls are not programmed to ring at any specific QCC.
For returning calls, the factory setting returns calls to the originating operator
position (the initiator).
The factory settings can be changed so that each type of call is directed to a
different and/or additional QCC, or is not directed to any of the QCC operator
positions. In addition, if the QCC queue is assigned to be a Group Coverage
receiver, and if no QCC operator is assigned to receive calls for the Coverage
Group, the Coverage calls go to the primary QCC operator position.
If the calls are not directed to a QCC operator position and a user dials 0 or the
Listed Directory Number, the caller hears a fast busy if the call was made on a
DID or dial-in tie trunk, or by a Remote Access user. On other types of lines, the
caller hears an error tone. If returning calls are not directed to a QCC operator
position, the caller hears normal ringback, Music-on-Hold, or silence, and is not
made aware by any special audible feedback that the call is not returning to the
queue for further handling.
Programming an operator to receive DID calls to invalid destinations
(unassigned extension numbers) will not cause the calls to ring into the QCC
queue unless the calls are also programmed to be sent to a backup extension
instead of receiving a reorder tone.
Queued Call Console 393