Tadiran Telecom EMERALD ICE, Installation & Maintenance Manual

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Emerald ICE Installation, Programming & Maintenance Manual
13-87
User
Pr
ogramming
13
Operational Notes
• If a Feature/DSS Button is programmed as the Agent Log Off/On button, the
LED associated to the button will light steady red to indicate the Log Off
condition is set.
Feature Code: N/A
Description
UCD Overflow and UCD Reroute are directly related to Uniform Call Distribution.
The Emerald ICE system allows for flexible handling of callers waiting in UCD
queue (waiting to be answered by an UCD Group Agent). UCD Overflow can be
applied in two ways. First it can be a simple UCD ‐ external destination where
callers in queue are routed following some predetermined time. The second (more
comprehensive) application is to utilize Overflow Destinations in association with
the optional built ‐ in voice mail module or ancillary (third ‐ party) recorded
announcement device.
In the first (simplest) application callers waiting in queue are routed to another
Emerald ICE extension. In this mode of operation, the caller is immediately
removed from the UCD Agent Queue and delivered to the Overflow Destination
for handling. Other callers in UCD Queue move ‐ up in their respective UCD queue
position to reduce the time ‐ toanswer for their call.
The second (most comprehensive) application allows for a more sophisticated
handling of callers in UCD Queue. The use of RAD (Recorded Announcement)
devices provides a means to deliver information to the caller in queue without
removing the caller from their respective position in queue. The most effective
implementation of RAD use is to deploy the Emerald ICE built ‐ in voice ‐ processing
module. Overflow in a RAD environment can utilize two announcements as part
of the UCD Group queue announcements. To accomplish this, there are two
“Overflow Destinations.” Each has an associated timer that designates
time ‐ in ‐ queue prior to the announcement.
Overflow Destination 1 can be played one time only. The Overflow Destination 2
can be repeated at the “time ‐ inqueue” interval. It is possible to repeat the
Overflow Destination 2 announcement 1~128 times. Careful consideration should
be taken when invoking this function since the caller bares the burden of these
decisions.
13.65
UCD Overflow and Reroute