CHAPTER 5 FEATURE DESCRIPTION
UNIVERGE NEAX 2000 IPS General Description
Page 132
Issue 5
Trunk Queuing - Outgoing
This allows a station user, upon encountering a busy signal on a trunk, to dial a feature access
code and enter a first-in, first-out queue. As soon as an outgoing trunk becomes available,
stations in the queue will be called back on a first-in, first-out basis.
Trunk-to-Trunk Connection
This feature provides any station user with the ability to conference together two outside trunk
calls and abandon the connection without dropping the Trunk-to-Trunk Connection.
Uniform Call Distribution (UCD)
The Uniform Call Distribution (UCD) feature permits incoming calls to terminate to a
prearranged group of stations. Calls are distributed in the order of arrival to idle terminals within
the group, based on which terminal has been idle the longest period of time. Stations may log
on/log off from the UCD group. Supervisor stations may monitor conversations of agents.
Busy In/Busy Out-UCD
This feature allows an agent in a UCD group to log their station onto or off of the group.
This allows the system to control whether a call directed to the pilot number of the UCD
group goes to that station or not. This prevents incoming calls from being directed to
stations at which no agent is available.
Call Waiting Indication-UCD
This feature provides a visual indication when an incoming call to a UCD group is placed in
queue, due to an “all agents busy” condition. An external relay controlled indicator or an
LED on a Multiline Terminal can be used to provide Call Waiting Indication.
Delay Announcement-UCD
This feature allows the system to provide a recorded announcement to an incoming caller
placed in queue to a UCD group. A single announcement, or two separate announcements,
can be provided.
Hunt Past No Answer-UCD
This feature allows calls targeted at a UCD group to hunt past an agents station, after a no
answer condition, if the agent forgets to log off of the group and the agent is unable (or not
available) to answer the call.
Immediate Overflow-UCD
This feature allows a call directed to a UCD group to immediately overflow to another UCD
group, upon encountering an “all agents busy” condition.
Priority Queuing-UCD
This feature allows the system to prioritize incoming calls by trunk route and on a per
station basis, when the call enters a UCD queue. When a call is a considered as priority it is
placed at the beginning of the queue.
Queue Size Control-UCD
On incoming DID/Tie line calls, the system can be assigned a threshold that limits the
number of calls in queue. When the queue size threshold is exceeded, incoming callers are
connected to busy tone.
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