Tadiran Telecom EMERALD ICE, Installation & Maintenance Manual

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06
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then press
save
06
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01
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then press
save
6. EXT APPLICAT. back next show
UCD PROGRAMMING back next show
menu tree
_ bksp save chg
Code Sequences
(listed at the left side of
every page/data item).
UCD - Uniform Call Distribution (A.K.A. ACD - Automatic Call Distribution)
The Emerald ICE has a robust implementation of UCD/ACD.
z
There are 24 UCD Groups available - each with 24 possible Members (A.K.A. "Agents").
l Each group may be set up for one of three possible Hunt Methods of distributing group calls to the group Members… "Linear"
, "Distributed", or "All Ring".
z
Calls that enter a group set for "Linear" always ring the first programmed Member, if this member is busy or Logged Off calls
bypass this member and ring the second
member. If this member is busy or Logged off, calls bypass this member and continue to
step
through the group members until a member is found in a status that willl
allow the call to ring.
z
Calls that enter a group set for "Distributed" are distributed amoung the UCD Group Members evenly. That is, the Emerald ICE r
emembers the last
Member/Agent that received a call a sends the next call to the next agent. Agents that are busy or in Log Off are removed fr
om queue.
z
Calls that enter a group set for "All Ring" will ring at all idle and Logged On UCD Group Members simultaneously.
z
Calls that enter a group; e.g. CO Lines directed to ring into the group, CO Lines transferred to the group, and Intercom calls
to the group, are processed in the order
inwhich they were received.
z
Calls that enter a group are processed in a
Queued
fashion. That is, calls remain
flagged
for their respective order and are considered in Queue for the next available
Member (Agent).
z
While in the status of Queue, calls can be processed for secondary functions without losing their position in queue. Secondary
functions include, Music On Hold,
Messages On Hold, Overflow Destinations and Reroute.
z
There are two Overflow Destinations that may be programmed. Overflow Destinations are often Recorded Annoucements that appiese
callers waiting for a Member. This
is facilitated using a Recorded Annoucement Device or the IVM Board.
z
When the IVM Board is equipped, Overflow Destinations may be programmed to the IVM Board. The Emerald ICE then transfers calls
to the IVM Boarrd with
instructions for which Voice Mailbox should be used to playback to this caller.
z
Overflow Destinations do not affect the queued status of the caller being presented with the recorded announcment. However, th
e IVM Board can be
programmed with special commands to remove a caller from the UCD Group if the caller responds to annoucement information to
do so.
z
The Reroute Destination is used to remove a call from UCD Group Queue. This destination is often the attendant extension or IV
M Board where the caller is given new
choices.
Use:
v
to return to the Code Sequence entry screen
h
to step back one menu level.
back
- previous item this menu level
next
- next item this menu level
show
- show this menu item