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Group Calling Feature

Calling Group Options

Calls-in-Queue Alarm Threshold

The Calls-in-Queue Alarm Threshold is the number of calls (1�99) allowed in the queue before calling group supervisors and members are notified that too many calls are waiting for attention. The system manager can assign three threshold levels to indicate increasing levels of severity, as explained later in this section. When the number of waiting calls is equal to or greater than the programmed Calls-in-Queue Alarm Threshold setting (factory default is one call), the calling group members can be notified in either of two ways:

• Through an external alert connected to an MLX telephone by using a Multi-Function Module (MFM); the MFM is set for Supplemental Alert Adapter (SAA) operation and programmed as the alert. Because the tone sent to the alert is continuous, only a device such as a strobe light, which stays lit until the number of calls drops below the limit, should be used. Only one external alert can be assigned to each calling group, and each external alert can be assigned to only one calling group.

• Through the LED associated with a Calls-in-Queue Alarm button (inside Auto Dial button) programmed with the calling group�s extension or a DSS button that corresponds to the extension. The DSS button flashes if the number of calls waiting in the queue is greater than or equal to Threshold 1 but fewer than Threshold 3. The LED lights steadily if the number of waiting calls is greater than or equal to Threshold 3. If three thresholds are needed, an inside Auto Dial button should be used to monitor queue status. There is no limit to the number of buttons that can be programmed to provide the calls-in-queue alarm indication.

Three Calls-in-Queue Alarm thresholds can be set to more clearly indicate the real-time status of the queue according to the behavior of programmed Calls-in-Queue Alarm buttons. If all three thresholds are set to the same value, the result is one threshold only with LED states of off and on. If two values are the same, then the result is two alarm levels with LED states of off, flash, and on. The factory is setting is one call for all three thresholds. Using all three levels, the system manager sets Threshold 3 to the highest value, Threshold 2 to a middle value, and Threshold 1 to the lowest value. A Calls-in-Queue Alarm button indicates the severity of the alarm conditions in the following ways:

• If the number of waiting calls is fewer than the value programmed for Threshold 1 or drops below that level, the LED is unlit.
• If the number of waiting calls is greater than or equal to the Threshold 1 value but less than the Threshold 2 value, the LED flashes.
• If the number of waiting calls is greater than or equal to the Threshold 2 value but fewer than the value for Threshold 3, the LED winks.
• If the number of waiting calls is greater than or equal to the highest value, Threshold 3, the LED lights steadily.

An external alert only signals when the number of calls in the queue is greater than or equal to the programmed Threshold 3 value.

These thresholds can be used to assess the effectiveness of delay announcements. See Using Alarm Thresholds to Monitor the Effectiveness of Delay Announcements for details.

A Calls-in-Queue Alarm button or alert must be connected to an extension on the same system as the calling group for which it reports.

Topics
	Description
	Incoming Calls Call Handling
	At a Glance
	Calling Group Options
	Queue Control Calling Group Supervisor Position Hunt Type Calling Group Priority & Support Calling Groups Delay Announcements Message - Waiting Receiver Calls-in-Queue Alarm Threshold Overflow Threshold Overflow Threshold Time Prompt-Based Overflow Overflow Receiver Calling Group Overflow Receiver QCC Queue Overflow Receiver Calling Group Type Automatic Configuration of the MERLIN Messaging System Using Alarm Thresholds to Monitor the Effectiveness of Delay Announcements
	Considerations & Constraints
	Priority Queueing Considerations
	System Programming
	Mode Differences
	Telephone Differences
	Direct Line Consoles Direct Station Selector Queued Call Consoles Other Multiline Telephones Single-Line Telephones
	Feature Interactions