Lucent Technologies MERLIN LEGEND Release 3.1 MLX Queued Call Console, Operator'S Manual

10

-

 Call Delivery 

-

Outside calls designated to ring at a QCC are
sent to a single common QCC queue, where
they wait to be sent to the first available QCC
operator. When a QCC operator is available to
receive a call, the system removes a call from
the queue and sends it to an idle 

Call 

button.

If more than one QCC operator is available, the
operator who has been idle the longest
receives the call.
The order in which calls are delivered to the
QCC operator is determined by system
programming. See your system manager if
callers complain about slow response times.
Both inside and outside calls ring on 

Call

buttons on the QCC. The QCC receives one
call at a time, regardless of the number of calls
in the QCC queue. When a call rings on a 

Call

button, information about the incoming call is
shown on the display.

-

 Making Calls 

-

To make an inside call:
1.Initiate Call:

• Lift the handset

OR

• Press the 

Speaker

 button

OR

    • Press a 

Call

 button if using the headset.

2. Press the DSS button or dial the extension.
To make an inside Voice Announce call

*

:

If using a headset, go to Step 2.
1. Lift the handset, press the 

Speaker

 button.

2. Press the 

Call 5

 button.

3. Press the DSS button or dial the extension.
To make an outside call:
As of Release 3.1, QCCs do not have access to
pools (by default). See your system manager
about removing this restriction.
If an account code is required on your system,
enter it before you make the call. (See

Account Codes

, p. 19.)

1. Lift the handset, press the 

Speaker

 button,

or press a 

Call

 button if using the headset.

2. Dial the dial-out code or pool access code

and then dial the phone number.

* Release 4.0 and later systems only.

Call Handling

-

 Answering Calls 

-

You can answer a call in three ways:

•

Lift the handset

•

Press the 

Speaker

 button.

•

Use a headset:
Press a 

Call

 button if you are not using

Headset Auto Answer (see p. 9).
If you are using Headset Auto Answer,
you hear a beep and can begin talking
immediately.

To disconnect from a call, press 

Release

 or

Forced Release

. If the automatic release

feature is programmed, calls disconnect when
you press another 

Call

 button.

The 

Handset/Headset Mute

 button on your

console enables you to turn off your handset or
headset microphone so you can have a private
conversation, when necessary.

-

 Hold 

-

Pressing the 

Hold

 button to put a caller on

hold makes the QCC available for incoming
calls from the QCC queue. You can also use
the 

Hold

 button to temporarily leave a

conference call. (See 

Conference

, p. 11.)

To use Hold:
Press the 

Hold

 button on your console. To

return to the first call, press the 

Call

 button

with the fast flashing green light.
While a call is being directed, the caller is
automatically put on hold after you press

Start

. See 

Directing Calls

, p. 11, for more

details.
When using a headset with Headset Auto
Answer turned on, placing a call on hold turns
Headset Auto Answer off. Press the 

Headset

Auto Ans

 button to turn it on again.

QCC pp 10-24

4/14/97, 10:38 AM

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