UNIFORM CALL DISTRIBUTION (UCD)
UNIFORM CALL DISTRIBUTION (UCD)
General Description
The Uniform Call Distribution (UCD) feature permits incoming calls to terminate to a prearranged group of sta- tions. Calls are distributed in the order of arrival to idle terminals within the group, based on which terminal has been idle the longest period of time. Stations may log on/log off from the UCD group. Supervisor stations may monitor conversations of agents.
Station Application
Multiline Terminals and Single Line Telephones.
Operating Procedure
Refer to individual UCD
Service Conditions
1.A maximum of 16 UCD groups may be assigned per system. Each UCD group is assigned a pilot number. Calls directed to the pilot number are directed to that UCD group.
2.Up to 60 stations may be programmed per UCD group and up to 512 stations or 256 Multiline Terminals can be used per system (if expansion memory is used in MP, up to 512 Multiline Terminals can be used).
3.Assignment of UCD groups is performed from the Maintenance Administration Terminal (MAT) or Cus- tomer Administration Terminal (CAT).
4.UCD groups consist of a pilot station and one or more member stations. Hunting is initiated in a circular fashion, and then based on which member has been idle the longest period of time.
5.If all stations within the UCD group are busy, incoming calls may be serviced in the following ways:
•Remain in queue until an agent becomes available (Ringback Tone provided).
•Immediately overflow to another group, to a station, or to the Attendant.
•Remain in queue until an agent becomes available (Delay Announcement or Music on Hold provided).
•Remain in queue for a preset time (Ringback Tone, Delayed Announcement, or Music on Hold provid- ed), then overflow to another group, to a station, or to the Attendant.
6.When the pilot station has set Call Forwarding - All Calls, incoming calls to the UCD group will be trans- ferred to the destination of that Call Forwarding - All Calls setting.
7.A UCD group number can be used as the destination station of Direct Inward Termination (DIT), or as a designated Night Service station.
8.A UCD group number can be assigned as the destination station of Off - Hook Alarms, Priority Calls, and Attendant Night Transfer.
9.UCD group pilot numbers should not be placed in Station Hunting groups. The Station Hunting feature would take priority over the UCD function.
10.Two types of traffic measurements can be provided for UCD:
a.UCD group Peg Count
•Count of incoming calls
•Count of answered calls
•Count of abandoned calls
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