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8.41 Uniform Call Distribution (UCD) (Not for U.S.)

Introduction

You can activate uniform call distribution (UCD) across the system using Hicom Assistant T or Hicom Assistant E.

Note

We recommend not activating UCD until all other parameters relating to UCD have been configured.

Activating UCD After Entering All Data
Step 
Entry 
Action 
Display 
1.  
*95  
Start system administration 
System administration 
2.  
22-16 
UCD 
Mode: no 
3.  
*1  
UCD 
Mode: yes 
4.  
F8-F7 
Exit system administration 
Time, date 

UCD Overview
Menu 
Meaning 
31 
UCD 
31-1 
Group assignment 
31-2 
Group parameters 
31-2-1 
Wait queues (here you can specify wait queues which must be defined separately under code 25.) 
31-2-2 
Wait times 
31-2-3 
Call cycles 
31-2-3-1 
Primary cycles
31-2-3-2 
Secondary cycles
31-2-4 
Automatic call acceptance 
31-2-5 
Waiting calls 
31-3 
Work time 
31-4 
Call priority, external 
31-5 
Call priority, internal 

Examples of Uniform Call Distribution

Group Assignment (31 1)

Configure UCD groups
Assign UCD group 1 to the purchasing department with group IDs 100 and 101.
Assign UCD group 2 to the sales department with group IDs 110 and 111.

Configuring the Feature Using Hicom Assistant T
Step 
Entry 
Action 
Display 
1.  
*95  
Start system administration 
System administration 
2.  
31-1 
Select Group assignment 
Group ID 100: - 
3.  
Change group assignment 
Group ID 100: - 
4.  
1  
Assign UCD group 1 and confirm 
Group ID 100: 1 
5.  
Change group assignment 
Group ID 101: - 
6.  
1  
Assign UCD group 1 and confirm 
Group ID 101: 1 
7.  
Select another group ID 
Group ID: 
8.  
110  
Enter group ID 110 and confirm 
Group ID: 110  
9.  
Change group assignment 
Group ID 110: - 
10.  
Assign UCD group 2  
Group ID 100: 2 
11.  
Change group assignment 
Group ID 111: - 
12.  
2  
Assign UCD group 2 and confirm 
Group ID 111: 2 
13.  
F7 
Return to main menu 
31 UCD 

Announcement Device (25)

If the customer requires announcement devices for the UCD groups, define the announcement devices and announcement types here.
To configure a greeting message, use the announcement before answering feature. (This is not a common practice for UCD.)

Configuring the Feature Using Hicom Assistant T
Step 
Entry 
Action 
Display 
1.  
25 
Select Announcement device 
1 = Announcement device 
2 = Announcement type 
3 = Announcement before answering 
2.  
Enter no. of announcement devices 
OfficePoint=1, OfficeCom=4, OfficePro=16 
Announcement device 1: - 
3.  
*0301  
Assign slot3/port 1 and confirm 
Announcement device 1: 0301 
4.  
 
Go to next announcement device 
Announcement device 2: - 
5.  
*0302 
Assign slot 3/port 2 
Announcement device 2: 0302 
6.  
 
Go to next announcement device 
Announcement device 3: - 
7.  
*0304  
Assign slot 3/port 4 and confirm 
Announcement device 3: 0304 
8.  
F7 
Return to Announcement device 
Announcement device 
9.  
Assign an announcement type to the announcement devices 
Announcement type 1: Announcement* 
*= Default (cannot be changed) 
10.  
 
Go to next announcement device 
Announcement device 2: Announcement 
11.  
*2  
Change to internal music and confirm 
Announcement device 2: Internal music 
12.  
 
Go to announcement device 3 
Announcement device 3: Announcement 
13.  
*2  
Co to announcement device 4 
Announcement device 4: Internal music 
14.  
F7 F7 
Return to UCD 
31 UCD 

Group Parameters-Announcement Device (31 2 1)

This example assigns wait queues to the announcement devices configured previously.

Configuring the Feature Using Hicom Assistant T
Step 
Entry 
Action 
Display 
1.  
31-2 
Select Group parameters 
1 Wait queues 
2 Wait times 
3 Call cycles 
2.  
Select Wait queues 
Grp 1, Dest. 1: Device 1 
3.  
Assign announcement device 
Grp 1, Dest. 1: 
4.  
Assign announcement device 1
(first UCD group) 
Grp 1, Dest. 1: Device 1 
5.  
 
Confirm and go to second destination in first UCD group 
Grp 1, Dest. 2: 
6.  
Assign announcement device 
Grp 1, Dest. 2: 
7.  
2  
Assign announcement device 2
(first UCD group) and confirm 
Grp 1, Dest. 2: Device 2 
8.  
# 2  
Select second UCD group and confirm 
Grp 2, Dest. 1: - 
9.  
* 2  
Assign announcement device 2 and confirm 
Grp 2, Dest. 2: Device 1  
10.  
*2  
Go to second destination (first UCD group) and assign announcement device 2 
Grp 2, Dest. 2: Device 1 
11.  
# 2  
Select second UCD group and confirm 
Grp 2, Dest. 1: Device 1 
12.  
*3 
Assign announcement device 3 
Grp 2, Dest. 1: Device 3 
13.  
*4  
Assign announcement device 4 and confirm 
Grp 2, Dest. 2: Device 4 
14.  
F7 
Return to Group parameters submenu 
313 Group parameters 

Group Parameters-Wait Times (31 2 2)

Each queue (total of 7 per UCD group) has its own wait times (1-20).
Default wait time entry: 1 = 30s, maximum entry 20 = 6 minutes.

Note: Do not program times for announcements.

Configuring the Feature Using Hicom Assistant T
Step 
Entry 
Action 
Display 
1.  
31-2-2 
Change wait times (first UCD group) 
Grp 1, Dest. 1: 1 
2.  
 
Go to second destination (first UCD group) 
Grp 1, Dest. 2: 1 
3.  
*2  
Select 2 (60s) and confirm 
Grp 1, Dest. 2: 2 
4.  
#2  
Change wait times (second UCD group) 
Grp 2, Dest. 1: 1 
5.  
*3  
Go to second dest. (second UCD group); select 3 (90 s) and confirm 
Grp 1, Dest. 2: 3 
6.  
F7 
Return to Group parameters submenu 
313 Group parameters 

Group Parameters-Call Cycles (31 2 3)

Set the call cycles in the group parameters.
A distinction is made between primary and secondary call cycles and the call cycle in call management.
Change the call cycles in call management accordingly.

Configuring the Feature Using Hicom Assistant T
Step 
Entry 
Action 
Display 
1.  
31-2-3 
Select UCD group and change call cycles 
Call cycles 
2.  
Change to Primary cycles 
Grp 1: 3 
3.  
*4  
Change the primary call cycles and confirm  
Grp 1: 4 
4.  
*5  
Go to second UCD group and change the default value 
Grp 2: 5 
5.  
F2 
Change the secondary call cycles 
Grp 2: 3 
6.  
#1  
Select first UCD group 
Grp 1: 3 
7.  
*5  
Change the default value and confirm 
Grp 1: 5 
8.  
*6  
Change the default value of the second UCD group and confirm 
Grp 2: 6 
9.  
F7 
Return to the Group parameters submenu 
313 Group parameters 

Group Parameters-Automatic Call Acceptance (31 2 4)

This option determines whether or not automatic call acceptance is permitted for a UCD group.
If automatic call acceptance is configured, the system automatically detects whether a headset is connected to the optiset E telephone and uses it.
 
If a headset is connected to the optiset E telephone, the disconnect
function should be programmed on a key.  

Configuring the Feature Using Hicom Assistant T
Step 
Entry 
Action 
Display 
1.  
31-2-4 
Automatic call acceptance 
Grp 1: 0 
2.  
*1  
Change automatic call acceptance to yes for the first UCD group and confirm 
Grp 1: 1 
3.  
F7 
Return to the Group parameters submenu 
313 Group parameters 

Group Parameters-Waiting Calls (31 2 5)

This option allows you to determine the number of incoming calls that can be kept waiting if a UCD group is busy.
After the maximum number is reached, call management handles the overflow.

Configuring the Feature Using Hicom Assistant T
Step 
Entry 
Action 
Display 
1.  
31-2-5 
Waiting calls 
Grp 1: 30 
2.  
*2  
Reduce the number of waiting calls to 2 (first UCD group) and confirm 
Grp 1: 2 
3.  
*3  
Reduce the number of waiting calls to 3 (second UCD group) and confirm 
Grp 2: 3 
4.  
F7 F7 
Return to UCD 
UCD 

Work Time (31 3)

You can set a work time for the entire system. This indicates that an agent needs more time to process the last call.
There is no work time for the system in the default configuration.
The value can be changed from 0 = no work time, 1 = 5s to 45 = 45 seconds.

Configuring the Feature Using Hicom Assistant T
Step 
Entry 
Action 
Display 
1.  
31-3 
Work time 
Autowork: 0 
2.  
*1  
enter 1 = 5 seconds 
Autowork: 1 
3.  
F7  
Return to UCD 
UCD 

Call Priority, External (31 4)

You can assign an answering priority for each trunk.
The highest priority is 1 and the lowest priority is 10.

Configuring the Feature Using Hicom Assistant T
Step 
Entry 
Action 
Display 
1.  
31-4 
Call priority, external 
S1/Tr: 0601: 1 
2.  
#0603 *3 
Select trunk 3, change priority, and confirm 
S1/Tr: 0603: 3 
3.  
#0605  
*3 
Select trunk 5, change priority, and confirm 
S1/Tr: 0605: 3 
4.  
F7  
Return to UCD 
UCD 

Call Priority, Internal (31 5)

You can assign a system-wide priority level to internal calls. If the priority level is greater than the external call priority, internal calls have priority over external calls.

Configuring the Feature Using Hicom Assistant T
Step 
Entry 
Action 
Display 
1.  
31-5 
Call priority, internal 
Internal: 10 
2.  
*2  
Change internal priority to 2 and confirm 
Internal: 2 
3.  
F7  
Return to UCD 
UCD 

This concludes the configuration of uniform call distribution. For this feature to operate correctly, trunk assignment and call allocation must be configured in call management.

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