Queued Call Consoles
When a QCC system operator arranges a three-party conference call (the system operator and two other participants) and presses the Release button, the QCC system operator is released from the call, but the other two participants remain connected. The QCC operator's extension number, however, remains on the SMDR record.
With Talk Time enabled and the QCC queue assigned as the overflow receiver for an Auto Login or Auto Logout Calling Group, a caller may disconnect while waiting in the QCC queue. In this case, the TALK field records zero (00:00) and the CALL TAG field includes an asterisk ( * ) to indicate an abandoned call.
With Talk Time enabled and the QCC queue assigned as the overflow receiver for an Auto Login or Auto Logout Calling Group, the call may be answered by the QCC operator. In this case, the TALK field records a non-zero duration and the CALL TAG field includes an exclamation point ( ! ) to indicate a call that was handled by someone who was not a group member.
If a Calling Group is programmed as the backup for the QCC queue and all QCC
operators are temporarily unavailable, an incoming call is sent to the Calling
Group queue to wait for the next available agent. SMDR records this type of
call in the same way that it does other incoming calls to Auto Login and Auto
Logout Calling Groups, as long as SMDR has been programmed for this functionality.