Lucent Technologies MERLIN LEGEND 6 - Manual (Page 358)

MERLIN LEGEND Communications System Release 6.0
System Manager’s Guide
555-660-118
Issue 1
February 1998
Troubleshooting the System
Page 8-12 QCC Console Not Ringing for Incoming Calls
8
QCC Console Not Ringing
for Incoming Calls
8
Possible Cause 1: The lines are not assigned to the QCC queue.
What to do: Use system programming to assign the lines to the QCC queue (see
“QCC Operator to Receive Calls” in the “Lines and Trunks” section of Chapter 4,
System Programming). Finally, check to see whether incoming calls ring at the
console.
■ If the console rings for incoming calls, you have solved the problem. If not,
go to Possible Cause 2.
■ If the console is still not ringing, go to Possible Cause 2.
Possible Cause 2: The Position Busy feature is turned on.
What to do: Check the green light next to the Position Busy button.
■ If the green light is on, then Position Busy is turned on. Press the button to
deactivate the feature and to turn the light off. Finally, check to see whether
incoming calls ring at the console. If they do, you have solved the problem.
If not, go to Possible Cause 3.
■ If the green light is off, then Position Busy is not turned on; go to Possible
Cause 3.
Possible Cause 3: The Calls-In-Queue Alert option is disabled (this is the factory
setting). The number of calls in the queue has exceeded the programmed
threshold or the callers have waited too long, and calls are being directed to a
backup.
What to do: Use system programming to check and see whether the QCC’s
optional Calls-In-Queue Alert is disabled (see Chapter 3 in
System Programming).
■ If the Calls-In-Queue Alert option is set to Disable, change it to Enable, if
appropriate. Finally, check to see whether incoming calls ring at the
console. If they do, you have solved the problem. If not, go to Possible
Cause 4.
■ If the Calls-In-Queue Alert option is set to Enable, go to Possible Cause 4.
Possible Cause 4: Night Service may be on, and calls may be ringing at
extensions assigned to the Night Service group rather than at the QCC.
What to do: Check the green light next to the Night Service button. In Release
4.0 and prior systems, if there is more than one QCC, all must have Night Service
activated in order for calls to ring at Night Service group extensions. In Release
4.1 and later systems, lines assigned to a Night Service group ring when the QCC