DX-80 INSTALLATION AND MAINTENANCE MANUAL
P7290 IMM 3-239
When configured as “Distributed” the UCD Group functions such that calls to the group or calls transferred to the
group are routed to group members in a uniformly distributed fashion. That is, each new call is routed to the next
available UCD Member such that previous call routing is retained. If the third UCD Group Member handled the last
call into the UCD Group, the next call to this UCD Group will be routed to UCD Group Member 4 regardless of the
status of other UCD Group Members. (Assuming Member 4 is available.) (Unavailable is determined by the following
status’ Busy, DND active, Agent Log Off active, or when calls to the member go unanswered.)
When configured as “All Ring” the UCD Group functions such that calls to the group or calls transferred to the group
are routed to all group members simultaneously. That is, for each call into the UCD Group, all available members
ring. (Unavailable is determined by the following status’ Busy, DND active, Agent Log Off active, or when calls to the
member go unanswered.)
UCD Group call handling is greatly enhanced by waiting call provisioning. While a caller waits for a UCD Group
Member to answer (in queue), several queued call operations are possible. These are:
No Answer – Member advancement
Overflow 1 Destination programming
Overflow 2 Destination programming
Overflow Count programming
Reroute Destination programming
No Answer Member Advancement: each UCD Group has a No Answer Timer. This timer can be set to advance a
call from one UCD Group Member to the next when the ringing member does not answer the call within the time
allotted.
Overflow 1 Destination: each UCD Group has an Overflow 1 Timer and Destination. This timer can be set to
determine how long the queued call will remain in queue before being routed to the Overflow 1 Destination. The
Destination can be an extension responsible for handling calls that remain in queue too long or a voice
announcement device. Recorded Announcement devices can be used to play recorded messages to callers waiting
in queue. (Typically, “all agents are still busy - please continue to hold.”) Overflow 1 Destination can be played one
time only. (For high traffic scenarios a recorded Voice Announcement UCD Group can be used to play the same
message to multiple callers.)
Overflow 2 Destination: each UCD Group has an Overflow 2 Timer and Destination. This timer can be set to
determine how long the queued call will remain in queue following the Overflow 1 Timer before being routed to the
Overflow 2 Destination. (Overflow 1 Timer plus Overflow 1 Destination recorded message time plus Overflow 2
Timer.) The Destination can be an extension responsible for handling calls that remain in queue too long or a voice
announcement device. Recorded Announcement devices can be used to play recorded messages to callers waiting
in queue. (Typically, “please continue to hold to reserve your place in queue.”) (For high traffic scenarios a recorded
Voice Announcement UCD Group can be used to play the same message to multiple callers.)
Overflow Count: Each UCD Group has an Overflow Count that is associated to the Overflow 2 Timer. This counter
can be set to allow a specific number of times that the Overflow 2 Timer may repeat. For each cycle of the Overflow 2
Timer the Overflow 2 Destination recording is played. If a call remains in queue so long that the Overflow Count
counter expires, this call is routed to the programmed Reroute Destination.
Reroute Destination: Each UCD Group has a Reroute Destination. This can be programmed with an extension
number and is used to remove this call from UCD Group queue and route the call for immediate handling.
Related Features
CO Line Ring Assignment UCD Reroute Destination
Flexible System Numbering Plan UCD Voice Announce Group
UCD Agent Log On/Log Off Voice Mail - Digital Integration
UCD Overflow Recorded Announcement Devices
Related Programming
CO Line - Answering Position
Extension Application - Uniform Call Distribution
System Application - Numbering Plan - Ext Hunt Group
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