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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 |
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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.
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.
Call No |
DID |
Name |
Inactive |
Parms. |
Type |
Access |
124 |
124 |
Ann. 1 |
POT |
SLA16 3-1 |
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125 |
125 |
Ann. 2 |
POT |
SLA16 3-2 |
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126 |
126 |
Ann. 3 |
POT |
SLA16 3-3 |
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.
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.
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 |
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1 |
TMGL8 4-1 |
None or Device 1 ~ 16 |
2 |
TMGL8 4-2 |
None or Device 1 ~ 16 |
3 |
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
This section outlines the flags that enable UCD hunting and enhance the call detail reporting capabilities of the system.
UCD Flags
Configuring the Feature Using Hicom Assistant E
Step |
Action |
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1. |
Options -> Incoming calls -> UCD parameters -> UCD flags |
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 |
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 |
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1. |
Options -> Incoming calls -> UCD parameters -> Priorities for internal calls |
2. |
Options > Incoming calls ->UCD parameters ->Priorities for external calls |
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.
Virtual Number |
Call Number |
DID Number |
Name |
Ring Type |
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91 |
#201 |
440 |
440 |
1,2,or 3 |
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92 |
#202 |
441 |
441 |
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93 |
#203 |
442 |
442 |
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. |
.. |
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150 |
#260 |
499 |
499 |
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The virtual call number for each group is preset and cannot be changed. |
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The call number is a unique number from 1 to 6 digits long. |
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The DID number is a unique number from 1 to 11 digits long. |
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The UCD group name can be from 1 to 16 characters long. |
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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 |
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1. |
Options > Incoming calls > Hunt group > Group |
This section defines the characteristics for each of the UCD groups configured in the system. Input will vary on each application.
UCD Group |
Primary Ring Cycles |
Sec. Ring Cycles |
Queued Calls |
AICC |
Ann. Change |
Overflow Time |
Ann. Delay Time |
Group 1 |
3 |
6 |
10 |
Y |
cyclic |
NA |
6 |
Group 2 |
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Group |
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Group 60 |
Table Descriptions:
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UCD Group |
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Primary Ring Cycle |
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The number of ring cycles offered to the first agent for an incoming call. |
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The time a call remains in the UCD queue if agents are busy or unavailable before routing the call to an overflow target. |
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Secondary Ring Cycle |
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How long the incoming call rings at each available agent position after it has been offered to the first agent position. |
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How long the incoming call is offered to each agent in the overflow group. |
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Queued Calls |
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AICC |
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Change Announcement |
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Overflow Time |
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Announcement Delay |
Configuring the Feature Using Hicom Assistant E
Step |
Action |
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1. |
Options ->Incoming calls ->UCD groups ->UCD groups |
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:
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Logon |
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Wrap-up |
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Log off |
Configuring the Feature Using Hicom Assistant E
Step |
Action |
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1. |
Options ->Incoming calls ->UCD groups ->Members |
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
Configuring the Feature Using Hicom Assistant E
Step |
Action |
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1. |
Options ->Incoming Calls ->UCD groups |
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 |
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20 |
#201 |
#202 |
350 |
immediate |
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21 |
Configuring the Feature Using Hicom Assistant E
Step |
Action |
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1. |
Options ->Incoming Calls ->Assignment of Int./ext. calls ->Allocation of call reference to hunt lists |
2. |
Options ->Incoming Calls ->Call destination lists |
You can assign pseudo numbers for display and routing purposes, and you can assign each pseudo number the following:
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A call number |
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A DID number |
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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 |
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1. |
Options > Setup Station > Station screen |
2. |
Options -> Setup stations -> Parameters > Type > Extension type |
Below are the suggested key map layouts for an agent position using an optiset E telephone with display.
Below are the suggested key map layouts for a supervisor position using an optiset E telephone with display.
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 |
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1. |
Configure silent monitoring |
2. |
22-19-3 => System settings - Monitoring |
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:
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Internal stations |
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Hunt groups |
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External destinations |
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Hicom 150 H V1.0 - Hicom 150 E Office Rel.2.0-3.0 Service Manual | Siemens Part No.: P31003-M1550-X403-3-7620 | Conversion Date: 2000-08-24 |
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Contact: E-Doku-Team | © Siemens AG 2001 |