Rambler's Top100
Siemens AG  Сайт PKU   | ICN
  
---
First Page Previous Page Next Page Last Page

8.43 Configuring UCD (for U.S. Only)

This section outlines the procedure for setting up a basic UCD group for the Hicom 150 E Office Communications Server.

Procedure Overview

The following sections describe the UCD configuration sequence in detail.
Configuring UCD 
Step 
Task 
1.  
2.  
3.  
4.  
5.  
6.  
7.  
8.  
9.  
10.  
11.  
12.  
13.  

8.43.1 Configuring the Digital Announcers

This section describes the UCD group configuration procedures for the digital announcers. Analog ports can be configured as digital announcer interfaces for the OfficeCom and the OfficePro. Tie-Line E&M ports can be configured as digital announcer interfaces for the OfficePro. Announcement devices are configured with a start time and listen duration time. Music on hold devices are loop-type recordings with continuous play attributes. Up to 32 parties held in queue can hear each announcement.

8.43.1.1 Analog Port Interfaces

To configure the digital announcers, you assign names to identify the analog ports, and you configure the analog ports to be used as announcement interfaces as answer machine type.

Table 8-8 Example of UCD Station Name Assignments

Call No 
DID 
Name 
Inactive 
Parms. 
Type 
Access 
124 
124 
Ann. 1 
 
 
POT 
SLA16 3-1 
125 
125 
Ann. 2 
 
 
POT 
SLA16 3-2 
126 
126 
Ann. 3 
 
 
POT 
SLA16 3-3 

8.43.1.2 Tie Line E&M Port Interfaces

This example shows how to assign tie-line E&M ports to unique route groups and how to assign names to the tie-line route groups.

8.43.1.3 Device Numbers for Each of the Configured Announcement Interfaces

This example shows how to assign device numbers to each of the configured announcement interfaces.

The OfficePro system can be configured with 16 device announcement channels, and the OfficeCom system can be configured with 4 device announcement channels.

The following procedure (refer to Table 8-9) assigns an access port and a supported announcement. The Access column defines the physical port connected to the device. The Type of Announcement column defines the characteristic of the announcement. The device address numbers are used in the call destination table for configuring announcements prior to entering a distribution group queue. For example to play an announcement prior to entering the UCD queue an announcement address (#301 to #316) can be entered in a Target cell prior to the UCD group designation.

Table 8-9 Assigning Addresses, Accesses, and Announcement Types

Announcement Device 
Device  
Address 
Access 
Type of Announcement 
#301 
SLA16 slot or port or 
TMTEAUMUC slot or port 
None or 
announcement or 
music on hold or 
internal music 
#302 
 
 
#303 
 
 
#304 
 
 
 
 
16 
#316 
 
 

8.43.1.4 Announcement Assignment to a Specific Trunk

This section explains the procedure for assigning a digital announcer defined in the announcement equipment table to a specific analog trunk in the system. The announcement will be heard during the incoming ring cycle before the call enters the UCD queue.
 
Slot/Line 
Ann. Device 
TMGL8 4-1 
None or Device 1 ~ 16 
TMGL8 4-2 
None or Device 1 ~ 16 
TMGL8 4-3 
None or Device 1 ~ 16 
TMGL8 4-4 
None or Device 1 ~ 16 
 
None or Device 1 ~ 16 

Configuring the Feature Using Hicom Assistant E
Step 
Action 
1.  
Options ->Setup Stations ->Station 
2.  
Options ->Setup stations ->Station ->Parms ->Type ->Extension type 
3.  
Options ->Lines and networking ->Trunks ->Route 
4.  
Options ->Lines and networking ->Routes ->Route Name 
5.  
Options ->Trunk modules ->Announcement ->Announcement equipment 
6.  
Options ->Trunk modules ->Announcement ->Announcement prior to answer 

8.43.2 Enabling UCD Flags

This section outlines the flags that enable UCD hunting and enhance the call detail reporting capabilities of the system.

UCD Flags
UCD Flag 
Function 
Print UCD data 
Include ring duration, call abandon, and call answer on SMDR printout record. External printer or buffer is required. 
Allow UCD applications 
Enable call routing and queuing for UCD operation 

Configuring the Feature Using Hicom Assistant E
Step 
Action 
1.  
Options -> Incoming calls -> UCD parameters -> UCD flags 

8.43.3 Defining Automatic Wrap-Up Time

This flag defines the duration of the automatic work time after the completion of each call. Each cycle is equal to five seconds.
Wrap-up Time (cycles) 
Input unit from 1 to 20 

Configuring the Feature Using Hicom Assistant E
Step 
Action 
1.  
Options ->Incoming calls ->UCD parameters ->Automatic wrap-up time 

8.43.4 Configuring Call Priorities

This section describes the procedure for configuring call priorities for incoming calls to the UCD group.

A priority between 1 and 10 is allocated for classifying internal calls. The system then distributes the queued calls to the UCD group depending on the priority and queue time, that is, a call with a high priority can be answered sooner than a call in the queue longer that has a lower priority.

The system divides up incoming calls in the queue for the UCD group according to the type of call, resulting in type-of-call groups. There are 10 priority levels, i.e., priorities between one and 10 can be allocated to the trunk circuits in relation to the trunk (trunk-related or by B channel).

Configuring the Feature Using Hicom Assistant E
Step 
Action 
1.  
Options -> Incoming calls -> UCD parameters -> Priorities for internal calls 
2.  
Options > Incoming calls ->UCD parameters ->Priorities for external calls 

8.43.5 Configuring Pilot Number and UCD Group Name

System hunt groups 91 through 150 are used by the UCD system to define a pilot call number, a DID number, and a group name to each of the configured UCD groups. Each UCD group is assigned a virtual address number from #201 through #260. This means that UCD group one (#201) can be called by dialing the default call number for Hunt group 91, which is 440.

Table 8-10 Defining a Pilot Call Number, a Did Number, and a Group Name

 
Virtual Number 
Call Number 
DID Number 
Name 
Ring Type 
91 
#201 
440 
440 
 
1,2,or 3 
92 
#202 
441 
441 
 
 
93 
#203 
442 
442 
 
 
.. 
 
 
 
 
150 
#260 
499 
499 
 
 
The virtual call number for each group is preset and cannot be changed.
The call number is a unique number from 1 to 6 digits long.
The DID number is a unique number from 1 to 11 digits long.
The UCD group name can be from 1 to 16 characters long.
Any of three distinctive ring types can be selected for identifying incoming external calls to the group.

Configuring the Feature Using Hicom Assistant E
Step 
Action 
1.  
Options > Incoming calls > Hunt group > Group 

8.43.6 Configuring the UCD Group Parameters

This section defines the characteristics for each of the UCD groups configured in the system. Input will vary on each application.

Table 8-11 UCD Group Parameters

UCD Group 
Primary Ring Cycles 
Sec. Ring Cycles 
Queued Calls 
AICC 
Ann. 
Change 
Overflow Time 
Ann. Delay Time 
Group 1 
10 
cyclic 
NA 
Group 2 
 
 
 
 
 
 
 
Group  
 
 
 
 
 
 
 
Group 60 
 
 
 
 
 
 
 

Table Descriptions:

UCD Group
The UCD Group column lists the available groups.
Primary Ring Cycle
The primary-ring-cycles parameter controls the following time characteristics:
The number of ring cycles offered to the first agent for an incoming call.
Each ring cycle is equal to 5 seconds. If the agent does not answer the call, the agent position is placed in an unavailable status and the call is offered to the next available agent.
The time a call remains in the UCD queue if agents are busy or unavailable before routing the call to an overflow target.
If an agent becomes available before the primary-ring-cycle timer expires, the call is offered to the agent position.
Secondary Ring Cycle
The secondary-ring-cycles parameter controls the following time characteristics.
How long the incoming call rings at each available agent position after it has been offered to the first agent position.
If the call is not answered by the second agent position, the position is placed in an unavailable status and the next position in the group presented with the call. This process continues until all of the available agents have been offered the call. If no member of the UCD group answers the call, the call is routed to the target overflow destination. The Call Destination list defines the overflow route steps.
How long the incoming call is offered to each agent in the overflow group.
If an agent in the first group becomes available, the call is presented to that position after all of the available agents in the second group have been tried.
 
Timers:
If a single agent position is available in all of the UCD groups configured in the call destination table, the call will continue to ring at the agent position until it is answered or another station becomes available. 
If all of the agents are busy or unavailable in the UCD groups configured in the call destination table, the call is placed in queue for the first-available agent position in the first group. If an agent in the overflow group becomes available, the call is offered to the position after the Primary Ring Cycle setting for the first group expires.  

Queued Calls
You can set the maximum number of queued calls (up to 30) in the Queued-Calls column. For the last group, the maximum number is 72.
AICC
You can use the automatic incoming UCD call connection (AICC) column to activate the incoming zip tone and the answering of an incoming call. This is typically used with a headset application.
Change Announcement
You can use this column to specify how the recorded announcements are changed. Changes can be made once or cyclically.
Overflow Time
This timer is not used in the U.S. and Canada.
Announcement Delay
This time-out parameter configures the delay (zero to 600 seconds) before a queued call is switched to the recorded announcement device.

Configuring the Feature Using Hicom Assistant E
Step 
Action 
1.  
Options ->Incoming calls ->UCD groups ->UCD groups 

8.43.7 Adding Agent IDs to a UCD Group

This section covers the configuration of the agent IDs in a system group.

A UCD group contains agents that belong to a working group. A maximum of 150 UCD agents can be simultaneously active in the system. Accordingly, 150 fixed agent IDs are provided that can be allocated to any of the maximum of 60 UCD groups. There is no limit to the number of agents per group. Only valid agent IDs can be entered, and each ID can only be allocated to one group.

To assign agent IDs to groups, set up a list containing the agent ID and the allocated UCD group. A UCD agent has access to particular features in the system. The agent can log on from any UP0/E (digital) terminal or from an analog telephone (teleagent, that is, an agent at a remote location) using an ID. The agent is available after logon and is permanently assigned to the logging device until logoff. It is not possible to log on to another terminal at the same time. A maximum of one agent can be logged on per device. Each agent is assigned to one working group only. After logoff, the agent is no longer available for UCD.

The system checks assignment to UCD groups at logon. The port to which an agent logs on is stored in nonvolatile memory so that the assignment is retained even after the system has been reset. All optiset E telephones (with or without display) can function as UCD answering telephones, and analog telephones can support teleagents. Codes are available for telephones without display for the following UCD main functions:

Logon
Wrap-up
Log off

Configuring the Feature Using Hicom Assistant E
Step 
Action 
1.  
Options ->Incoming calls ->UCD groups ->Members 

8.43.8 Configuring the Announcement Steps

You can configure an announcement pattern for each UCD group. Each announcement pattern can have a maximum of seven steps. Each announcement step represents the broadcast of a specific UCD announcement or music on hold (MOH) channel.

A play duration time, in cycles, is set for each announcement device. This represents the time the announcement will be played. Each cycle is equal to 5 seconds. The Change Announcement flag in the Hunt Group configuration determines if the announcement pattern will play one time or continue to cycle until the call is answered. The announcement devices and MOH sources were configured in Section 8.43.1. The announcements are heard concurrently while the call is offered to an available agent.

If a call overflows to another UCD group, the caller continues to hear the announcement pattern defined in the original group. When designing the announcement patterns, you should consider the length of the messages and the estimated amount of time callers will remain in queue.

Group Parameters

Table 8-12 UCD Group Parameters for Announcement Patterns

Destination Index 
Wait Destination 
Wait Time 
Index 1 
Device 2 
Cycles =3  
Index 2 
Device 3 
Cycles =6  
Index 3 
Device 1 through 16 
Cycles from 1 to 9  
Index 4 
Device 1 through 16 
Cycles from 1 to 9  
Index 5 
Device 1 through 16 
Cycles from 1 to 9  
Index 6 
Device 1 through 16 
Cycles from 1 to 9  
Index 7 
Device 1 through 16 
Cycles from 1 to 9  

Configuring the Feature Using Hicom Assistant E
Step 
Action 
1.  
Options ->Incoming Calls ->UCD groups 

8.43.9 Configuring the Call Destination Tables

You can use the call destination tables to configure the overflow patterns for each of the UCD groups. Three tables can be assigned to the hunt group pilot number associated with the UCD groups. The tables represent incoming call routing during day operation, night operation, and for internal calls.

Example: Call Destination Table

In the following example, all call types are directed to destination list 20.

When a call is placed to call number 440 (the default call number for hunt group 91) the call is routed to group 20. The first target in group 20 is UCD group 1. The virtual call number for the first group is 201. If an agent is available, the call will begin ringing at the position. If the call is not answered by an agent in the first group, the call will overflow to the second UCD group (202) after the secondary ring cycle timer expires. If the call is not answered by an agent position, the PhoneMail hunt group or alternate destination is called.
Call Number 
Name 
Day 
Night 
Internal 
440 
UCD Group 1 
20 
20 
20 

 
Target 1 
Target 2 
Target 3 
Target 4 
Cycles 
Target 
Type 
20 
#201 
#202 
350 
 
 
 
immediate 
21 
 
 
 
 
 
 
 

Configuring the Feature Using Hicom Assistant E
Step 
Action 
1.  
Options ->Incoming Calls ->Assignment of Int./ext. calls ->Allocation of call reference to hunt lists 
2.  
Options ->Incoming Calls ->Call destination lists 

8.43.10 Assigning Pseudo Numbers for DNIS applications

You can assign pseudo numbers for display and routing purposes, and you can assign each pseudo number the following:

A call number
A DID number
A display name

Pseudo Ports

Except for the last station port in the system, which is used for Hicom Assistant E, all station ports not assigned to an interface card can be used as pseudo ports. All pseudo ports must be set up as answer machine ports in the station type screen to ensure proper operation. You can use associated services or call-destination tables to forward the pseudo port to the UCD group.

Configuring the Feature Using Hicom Assistant E
Step 
Action 
1.  
Options > Setup Station > Station screen 
2.  
Options -> Setup stations -> Parameters > Type > Extension type 

8.43.11 Key Assignments for optiset E Telephones

Below are the suggested key map layouts for an agent position using an optiset E telephone with display.

Table 8-13 Suggested Key Map Layouts for an Agent Position Using an optiset E Telephone with Display

4 Default Keys 
8 Flexible Keys 
Optional Agent Keys 
Program 
Log On 
Account Code 
Mailbox 
Available 
Conference 
Mute 
Work On Off 
Call Park 
Loudspeaker 
Calls in Queue 
Fax-Ans. Machine 
 
General Call Key 
Call Forward 
 
Call Supervisor 
 
 
Call Hold 
 
 
Release 
 

Below are the suggested key map layouts for a supervisor position using an optiset E telephone with display.

Table 8-14 Suggested Key Map Layouts for a Supervisor Position Using an optiset E Telephone with Display

4 Default Keys 
8 Flexible keys 
Optional Supervisor Keys 
Program 
Log On 
Rep Dial Agent  
Mailbox 
Available 
Override 
Mute 
Work On Off 
Conference 
Loudspeaker 
Calls in Queue 
Night On-Off 
 
General Call Key 
Page to group 
 
Pickup Group 
Call Park 
 
Call Hold 
Fax-Ans. Machine 
 
Release 
 

8.43.12 Configuring a Silent Monitoring Supervisor Position

The silent monitoring feature allows a station to monitor the conversation of an agent and the party to whom the agent is speaking. Only one silent monitor session is supported in a system at a time. You can assign silent monitoring to a supervisor station using Hicom Assistant T only. To monitor a station, the supervisor dials the silent monitoring code (*944) followed by the agent's intercom number.

Configuring the Feature Using Hicom Assistant
Step 
Action 
1.  
Configure silent monitoring  
2.  
22-19-3 => System settings - Monitoring 

8.43.13 Configuring the UCD Night Answer Destination

Each UCD group can be configured with a night answer destination. You can program an access code or feature key to toggle the activation. Night answer targets can be any of the following destinations:

Internal stations
Hunt groups
External destinations
Top of Page
Last Page
First Page Previous Page Next Page

---
---

Rambler's Top100