Step Action
1. Remove an extension from a group using the procedure.
2. When the group is called, the telephone that has been removed does not ring.
7.2.11 Universal Call Distribution (UCD)
Definition
With this feature (also called ACD), an incoming internal or external call is automatically assigned to
the extension in a UCD group (agent) that was idle the longest.
If all extensions in a UCD group are busy, any additional incoming calls are placed in the queue and
then distributed to the group members according to their priority and the length of time they have
been waiting. Announcements or music can be played for the waiting callers.
Any agent can log on from any terminal by entering an ID. After logging on, the agent is "available"
and is permanently assigned to this terminal until he logs off. The assignment is retained even after a
system reset.
The UCD group can be forwarded (night answer for UCD).
Model-Specific Data
Subject OfficePro OfficeCom OfficePoint OfficeOne
Feature available in x x _ _
HW requirements - - - -
SW requirements As of Rel. 1.0 As of Rel. 1.0 _ _
UCD groups 60 60 _ _
UCD agents Max. 150 Max. 150 _ _
ID numbers 150 150 _ _
Agent per terminal 1 1 _ _
Dependencies/Limitations
Subject Dependency/Limitation
UCD If a PC solution (e.g. Agentline) is active, the system`s internal logon/logoff mechanisms
are deactivated.
Configuration options
The feature can be configured using:
Hicom Assistant T / Hicom Assistant E
Programming Feature Via Hicom Assistant T
Configure the feature via Hicom Assistant T as follows:
Hicom 150 E Office Rel.1.0 Service Manual - 7.2 Features for general incoming traffic
http://cmweb01.mch.pn.siemens.de/e_doku/en/h150/h15/30/sh/2/15_72.htm (19 of 48) [06/04/2000 13:09:58]
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