more topics

Group Calling Feature

Calling Group Options

QCC Queue Overflow Receiver

When the QCC queue is assigned to provide overflow coverage for a calling group, the following conditions must be met before calls are directed to the QCC queue:

• The number of calls in the calling group queue is equal to or greater than the programmed overflow threshold, or the time a call has been in the queue exceeds the overflow threshold time.
• Prompt-based overflow is active, and the caller has entered a # sign while listening to a delay announcement.
• At least one QCC does not have Position Busy on.

An overflow call that is sent to the QCC queue does not normally return to the calling group, even if the call is not answered. If all QCCs have Position Busy active, the calls from the calling group do not overflow, but continue to wait in the calling group queue. If all QCC operators activate Position Busy while an overflow call is in the QCC queue, the call can be rerouted to the original calling group.

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