Instruction manual

Features
Message Center Operation
Message Center Operation is used to designate one or more QCC positions to
function as a message center and receive the following types of calls:
■ QCC operator returning calls—returning transferred, parked, held, and
camped-on calls
■ Group Coverage calls
■ Calls to unassigned (invalid) extensions received on DID or dial-in tie
trunks or made by Remote Access users
The factory setting is that no Message Center position is assigned and that
returning calls are returned to the originating system operator position (the
initiator), which, by definition, is a QCC queue when the system has any QCCs.
Group Coverage calls are not programmed to ring at any specific QCC operator
position. When a Message Center is programmed, these calls are directed to
the Message Center position. The QCC queue can be programmed so that
other QCC operator positions can receive Group Coverage calls, calls to
unassigned extensions, and returning calls. If the factory setting remains
unchanged (where returning calls are sent to the originating operator position),
returning calls will be sent to the programmed Message Center instead of the
originating operator. If, however, this factory setting is changed so that calls are
sent to the QCC queue instead of the originating operator, returned calls will be
sent to either destination—the QCC queue or the programmed Message Center.
The QCC operator position programmed as the Message Center position can
also receive other call types by assigning the position as a QCC operator to
receive the call type.
Position Busy Backup
Position Busy Backup designates a Calling Group to receive calls when all
QCCs are in a Position Busy state. Only Calling Groups can be designated as
QCC Position Busy Backup. If no Calling Group is assigned to provide Position
Busy Backup, the system does not allow the last QCC operator to use Position
Busy. Position Busy Backup is programmed for QCC queue rather than
individual operator positions. Only one Position Busy Backup can be
programmed.
Operator Hold Timer
Operator Hold Timer specifies the length of time that must lapse (10-255
seconds) before the operator is reminded (with an abbreviated ring) that a call
is on hold. The factory setting for this interval is 60 seconds. Operator Hold
Timer can be set for both DLCs and QCCs. It cannot be programmed for
individual operator positions. If another call is received at the same time that
the hold timer expires, 10 seconds are added to the programmed Operator
Hold Timer interval.
396 Queued Call Console