Tadiran Telecom EMERALD ICE, Installation & Maintenance Manual

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Emerald ICE Installation, Programming & Maintenance Manual
10-1
Phone
Tr
u
n
k
App
licati
on
Pr
ogramming
(06)
10
10
Phone Trunk Application Programming
(06)
Description
UCD (Uniform Call Distribution) is a flexible function of the Emerald ICE system.
Simply stated, UCD Grouping allows system resources (primarily extensions) to
be linked for call handling. The Emerald ICE has 24 UCD Groups. Each group has
a lead (or pilot) number. This is the access point of the UCD Group. Extensions
may call a group of extensions by dialing the associated UCD Group number.
Calls may also be transferred to UCD Groups for handling by one of the UCD
Group Members. UCD Group Members are often referred to as “Agents.” The use
of Agent and
Member in this material is synonymous. The Emerald ICE allows each UCD
Group to be configured in one of three ways:
• Linear
• Distributed
• All Ring
When configured as “Linear” the UCD Group functions such that calls to the
group or calls transferred to the group are routed to the group members beginning
with the first member every time. That is, the first Member of a Linear UCD
Group will be the primary answering point for all calls received by this group.
Each subsequent Member receives calls only when the previous Member(s) are
unavailable to take a call. (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 “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
10.1
UCD / Hunt Groups