Vodavi Starplus Triad-S, Manual

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4-34 Uniform Call Distribution
Chapter 4 - Call Distribution - ACD/UCD
Uniform Call Distribution
Description
Eight Uniform Call Distribution (UCD) groups can be programmed, each containing up to
eight station numbers. Each group is assigned a pilot number. When this number is dialed,
the first available agent in that group is rung. Calls are routed to the station that has been
on-hook for the longest period of time.
UCD Calls In Queue Status Display
Description
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.
Operation
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.
Alternate UCD Group Assignments
Description
An Alternate UCD Group can be programmed so that if no station in a group is available, the
alternate group is checked for an available station. This provides a way to chain or link UCD
Groups together.
Programming Steps
To establish an Alternate UCD Group:
1. Press FLASH and dial [60] .
2. Enter the UCD Group number (550-557) on the dial pad.
3. Press HOLD. A confirmation tone sounds and the display updates.
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.