Instruction manual

Features
Hold Return
Hold Return determines whether calls put on hold at a QCC remain on hold at
the QCC operator’s console indefinitely or are returned to the QCC queue after
the Hold Timer has expired twice. The factory setting is that calls remain on
hold.
When the QCC Hold Return Option is set for calls to remain on hold indefinitely,
the QCC operator hears the abbreviated ring every time the interval expires. If
the QCC Hold Return option is set for calls to return to the queue, each call on
hold at the QCC operator console is timed individually (a queue return timer is
used for each Call button).
Automatic Hold or Release
Automatic Hold or Automatic Release determines whether a call in progress on
a Call button is automatically put on hold (Automatic Hold) or released
(Automatic Release) when the QCC operator presses another Call button. The
factory setting is Automatic Release.
Return Ring Interval
The Return Ring Interval determines the number of rings (1–15) before an
unanswered extended call returns to the QCC queue or returns to a QCC
Message Center position. The factory setting is 4 rings.
Calls-in-Queue Alert
When Calls-in-Queue Alert is enabled for an individual QCC operator, the
operator is alerted by a single tone every time a new call enters the queue. By
monitoring the Calls-in-Queue Alert, the QCC operator can determine if heavy
call volumes warrant the need for additional answering positions. The factory
setting for Calls-in-Queue Alert is disabled for each QCC operator.
Queue Over Threshold
The Queue Over Threshold setting is the maximum number of calls allowed in
the QCC queue before all QCC operators are warned that too many
unanswered calls are waiting in the queue. The factory setting is 0 (operators
are not notified). The threshold can be changed to 1–99 calls.
In normal call handling, line 3 of each QCC operator’s display shows the
number of calls currently in the queue for that QCC position, and the total
number of calls in the queue for all QCC operators. The information is updated
each time a call enters or leaves the queue. When the number of calls is equal
to or greater than the programmed threshold, the queue indicator is highlighted,
and QCC operators who are on a call hear a tone.
Queued Call Console
397