Vertical Comdial DX-80, Technical Manual

Page: 225 / 322

- 225 -
DX-80 Programming Manual
P
ROGRAMMING
U
NIFORM
C
ALL
D
ISTRIBUTION
(UCD) G
ROUPS
> C
ONTROLLING
8.1 Controlling Overflow and Reroute Situations
The DX-80 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 one of the following two ways.
• Overflow can be a simple UCD-external destination, where the system routes callers to another DX-80
extension following some predetermined time. The system immediately removes the caller from the UCD
agent queue and delivers it to the overflow destination for handling. Other callers in UCD queue move up in
their respective UCD queue position to reduce the time-to-answer for their call. Or,
• Overflow can be a more sophisticated and comprehensive application, where the system routes callers to a
third party Recorded Announcement Device (RAD). The most effective implementation of RAD is using the
DX-80 optional built-in voice mail module. In this implementation, the system plays the recording without
removing callers from their respective UCD queue position.
You can program overflow in a RAD environment to use two announcements. To do this, you specify two overflow
destinations. Each destination has an associated timer that determines how long the call remains in the queue
before the system plays the announcement.
The system can play the first overflow destination message only once. The system can play the recording in the
second overflow destination up to 128 times, depending on your specifications. How often the system plays the
message in the second overflow destination depends on the time you specify in its timer.
The final step in handling of callers in a UCD queue is the reroute destination, which is an exit from the UCD
queue. Reroute is the least preferred action for callers waiting in a queue, because most callers prefer to speak with
a UCD agent. The reroute destination is usually an extension (external to UCD) designated to handle callers who
have waited for a longer than anticipated time in UCD queue.
When the system routes a caller to the reroute destination it removes the caller from the UCD queue. You can
assign the reroute destination to an extension that can further process the call, or you can assign the reroute desti-
nation to a RAD. However, if you route the call to a RAD, the system disconnects the caller when the RAD
announcement is finished
The following conditions apply to programming in a RAD application.
• Overflow Destination 1 is usually recorded as: “ All agents are busy assisting other callers. Please continue to
hold .”
• Overflow Destination 2 is usually recorded as: “ All agents are still busy, please continue to hold. Calls will
be handled in the order that they were received. ”
• when using the Corporate Office DX voice processing (PN7243) the system can route the caller to a menu
box for further routing. For more details, see Corporate Office DX Supervisor’s User Guide , GCA70-393.
• when using the optional DX-80 Voice Processing module, overflow and reroute destinations are shown in the
following voice mail boxes.
UCD Group Overflow and Reroute Destination
Announcement Boxes in DX-80 PC-8
UCD
Overflow
UCD
Group 1
UCD
Group 2
UCD
Group 3
UCD
Group 4
UCD
Group 5
Overflow 1 3101 3102 3103 3104 3105
Overflow 2 3201 3202 3203 3204 3205