Instruction manual

Features
QCC Queue Priority
The QCC Queue Priority determines the priority (within the QCC queue) of calls
programmed to ring in to the QCC queue. A priority value of 1–7 is assigned,
which determines the order in which calls are sent to QCCS. A value of 1 is the
highest priority of calls and 7 is the lowest. The factory-set priority level is 4 for
all call types and trunks.
The values can be changed for each trunk and each call type according to the
order that calls should be answered.
Call types are as follows:
■ Dial 0
■ Forward/Follow Me
■ Unassigned DID
■ Listed Directory Number
■ Returning
■ Group Coverage
■ QCC extension
For example, if important customer calls are received on particular trunks, a
priority value of 1 should be programmed so that the calls are answered before
any others. Values of 2 through 7 should be assigned to trunks or call types
used for less important calls. Careful planning of QCC queue priority assures
prompt answering of all important business calls.
Elevate Priority
During high-volume calling periods, it is possible that only high-priority calls will
be delivered to a QCC within a reasonable amount of time. Low-priority calls
can remain unanswered if there is a constant flow of higher priority calls.
Elevate Priority helps avoid this problem by allowing the system to raise the
priority of a call that has been waiting too long in the QCC queue, The setting
determines the length of time (5–30 seconds in increments of 10 seconds)
before calls waiting in the QCC queue are automatically reprioritized to a higher
level. The factory setting is 0, which means that calls are not reprioritized.
When the QCC queue is reprioritized, the priority of every call in the queue is
increased to the next higher level. For example, a call that is currently at a
priority level of 4 is changed to the next higher priority level of 3 when the timer
expires. However, the priority of a call is never elevated to 1 because those
calls must reach the QCC operator as quickly as possible.
394 Queued Call Console