Samsung OfficeServ 7000 Series, Programming Manual

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CHAPTER 2. MMC Programming
2-206 © SAMSUNG Electronics Co., Ltd.
[607] UCD OPTIONS
Sets up UCD options when an AA card has been installed. MMC 601 must have already
been used to define a UCD group with an overflow destination of an AA port or group.
(A group is preferred over a port because a group allows multiple paths into the AA card
and therefore has greater traffic handling capabilities.) When the group overflow timer in
MMC 601 expires, the caller will be routed to the AA card. It is here that the caller is
played the UCD ‘FIRST MESSAGE’ and ‘SECOND MESSAGE’ while in queue.
This will continue until an agent becomes free or the caller is transferred to a final
destination.
The following program options apply:
No Option Description
00 FIRST MESSAGE After the caller has overflowed from the UCD group, the first
message will immediately play.
This message will only be played once for the caller.
01 SECOND MESSAGE If no agent has become free after the UCD recall time (see UCD
Recall Time), the caller will be played the second message.
This message will be repeated for as long as the caller is in
queue, at an interval specified in the UCD Recall timer below.
02 EXIT CODE While the caller is hearing a message (but not during MOH),
the caller may dial the DTMF digit specified here and be
transferred immediately to the final destination. (see Final
Destination) The exit code is optional and does not need to be
used. If used, the first and second messages may be modified to
provide instructions on its use.
03 RETRY COUNT The UCD program is designed to route a caller to a ‘final
destination’ after a programmable number of ‘loops’ through the
UCD message. The range of this counter is 0 to 99. 00 means
that there is no retry counter and the caller will remain in the
UCD queue until answered. Any non zero value will route a caller
through the UCD loop that many times before going to the final
destination. The UCD will route calls to the final destination
immediately if all members of the group are either out of group or
in DND.
Example: If this counter is set to 02, callers reaching a busy
group will hear the first UCD message, be placed on hold, hear
the second UCD message, be placed on hold, and finally hear
the second message again before being transferred to the final
destination.