STARPLUS Triad 1, Product Description Manual

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6-70 Uniform Call Distribution
Chapter 6 - Digital Station Operation
UCD Calls In Queue Display
The UCD Calls In Queue Status Display allows UCD agents to view information about the UCD
group on their display. The display shows how many calls are in queue, how many agents are
available, and the length of time the oldest call has been in queue.
There are two methods of viewing UCD group Call Queue Status.
1. In-service UCD agents and the assigned overflow station see the quantity of calls in
queue on the LCD of their station for the UCD group of which they are a member. If every
member of the UCD group is busy and calls are in queue, the Supervisor/Agent Queue
Status display is seen at all UCD members of that group.
2. Any station not assigned in a UCD group can view the number of calls in queue for any
given UCD Group. To view the number of calls in queue the station user either dials the
UCD Calls In Queue Status Display code [567] or presses a flexible button
preprogrammed with this code), then enters the UCD group desired. The LCD displays, on
a real time basis, the number of calls in queue for that group.
UCD Overflow Station - Forwarding Assignments
The UCD Overflow Station Forwarding feature enables UCD calls reaching an Overflow
Station to be forwarded.
1. Lift the handset or press ON/OFF button.
2. Press the FWD button or dial [640].
3. Dial the desired code:
[6] = All Calls
[7] = No Answer Calls
[8] = Busy Calls
[9] = Busy and No Answer Calls
4. Dial the destination number where to forward calls (Station, Voice Mail, UCD groups, or
Hunt group). Confirmation tone sounds.
5. Replace handset or press ON/OFF button.
Removing Call Forwarding
1. Lift handset or press ON/OFF button.
2. Press the FWD button. A confirmation tone sounds and the FWD LED extinguishes.
Conditions
An overflow station may be assigned to route callers in queue to a designated station after a
specified time. A queued call is one that has been answered by a recorded announcement
device or transferred into the group.
This feature cannot be used with a call in progress. The station is considered busy
for incoming calls during this operation. Each time this feature is used, wrap-up is
started.
If a UCD member is taken out of the group (e.g., DND, All Call Forward, Unavailable,
etc.) they do not receive calls in queue information.