8.44 Call distribution in Hicom 150 E Office With Hicom Agentline Office (Not for U.S.)
Introduction
This section describes how to configure Hicom 150 E Office to combine call distribution with Hicom Agentline Office. For details, refer to the service documentation for Hicom Agentline Office V1.1 CSTA.
Hicom Agentline Office can use station numbers and their assigned names for UCD groups. The maximum number is 60 system-wide. The last 60 station numbers in the group must be used for this purpose (for example the default station numbers 440 to 499 in OfficePro).
For the priority codes, you can use any valid station number in the system which has not been assigned to a station. The station number for the priority codes must refer to the same call destination list along with the corresponding UCD group number. In this call destination list, the first call destination is the UCD group.
A call destination list containing UCD group 60 as the first call destination is defined for periods of high load. This group is used for the central queue and is also entered as the overflow destination for all other UCD groups.
This means:
 |
The first call destination is the UCD group. |
 |
The second call destination is the UCD group for the central queue. |
Example
A configuration that contains the two UCD groups and 3 additional priority codes is described below. Two agents work in each group.
Assign agent IDs to groups
 |
Assigns UCD group 1 (purchasing department) group IDs 100 and 101. |
 |
Assigns UCD group 1 (sales department) 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. |
*1 |
Assign UCD group 1 and confirm |
Group ID 100: 1 |
4. |
|
Select next ID |
Group ID 101: - |
5. |
*1 |
Assign UCD group 1 and confirm |
Group ID 101: 1 |
6. |
#110 |
Select group ID 110 and confirm |
Group ID 110: - |
7. |
*2 |
Assign UCD group 2 and confirm |
Group ID 110: 2 |
8. |
|
Select next ID |
Group ID 111: - |
9. |
*2 |
Assign UCD group 2 and confirm |
Group ID 111: 2 |
10. |
F8 |
Return to main menu |
System administration |
Assign Group Names
 |
UCD group 1: Purchasing |
 |
UCD group 2: Sales |
Configuring the Feature Using Hicom Assistant T
Step |
Entry |
Action |
Display |
1. |
16-15-3 |
Configure group names |
Grp 350: - |
2. |
#440 |
Select the first UCD group and confirm |
Grp 440: - |
3. |
*Purchasing |
Enter a name for the group and confirm |
Grp 440: Purchasing |
4. |
|
Select the next group |
Grp 441: - |
5. |
*Sales |
Define a name for the group and confirm |
Grp 441: Sales |
6. |
F8 |
Return to main menu |
System administration |
Configure Call Management
Defines UCD group 1, UCD group 2, and the central queue (UCD group 60) and assigns them each a call destination list.
Configuring the Feature Using Hicom Assistant T
Step |
Entry |
Action |
Display |
1. |
16-18-1 |
Define call destination list |
List1, Dest1: called |
2. |
* |
Change call destination list 1 |
List1, Dest1: |
3. |
#201 |
Define UCD group 1 and confirm |
List1, Dest1: UCD 01 |
4. |
#2 |
Select call destination list 2 and confirm |
List2, Dest1: called |
5. |
* |
Change call destination list 2 |
List2, Dest1: |
6. |
#202 |
Define UCD group 2 and confirm |
List2, Dest1: UCD 02 |
7. |
#3 |
Select call destination list 2 and confirm |
List3, Dest1: called |
8. |
* |
Change call destination list 3 |
List3, Dest1: |
9. |
#260 |
Define UCD group 60 and confirm |
List3, Dest1: UCD 60 |
10. |
F7 |
Return to main menu |
Call FWD - no ans |
Assign Internal and External Calls
 |
Assigns UCD group 1 station number 440 and station numbers 110 to 112 as priority codes. |
 |
Assigns UCD group 2 station number 441 and station numbers 113 to 115 as priority codes. |
Configuring the Feature Using Hicom Assistant T
Step |
Entry |
Action |
Display |
1. |
2 |
Select internal call assignment |
List for stn 100: 16 |
2. |
# 110 |
Select first priority code for UCD group 1 |
List for stn 110: 16 |
3. |
* 1 |
Assign station number to call destination list 1 |
List for stn 110: 1 |
4. |
# 440 |
Select station number for UCD group 1 |
List for stn 440: 16 |
5. |
* 1 |
Assign station number to call destination list 1 |
List for stn 440: 1 |
6. |
# 113 |
Select first priority code for UCD group 2 |
List for stn 113: 16 |
7. |
* 2 |
Assign station number to call destination list 2 |
List for stn 113: 1 |
8. |
# 441 |
Select station number for UCD group 2 |
List for stn 441: 16 |
9. |
* 2 |
Assign station number to call destination list 2 |
List for stn 441: 1 |
10. |
F7 |
Return to submenu |
Call FWD - no ans |
11. |
3 |
Select External call alloc, Day |
List for stn 100: 14 |
12. |
|
Repeat steps 2 through 9 (this sets all external calls for UCD) |
|
13. |
F8 |
Return to main menu |
System administration |
Logging on Agents
 |
The agents must now log onto the telephones.
Step |
Entry |
Action |
Display |
1. |
*401 |
Enter the code on the telephone with station number 101 |
Agent: |
2. |
100 |
Log on by entering ID 100 in ACD group 1 |
Available |
3. |
*401 |
Enter the code on the telephone with station number 102 |
Agent: |
4. |
101 |
Log on by entering ID 101 in ACD group 1 |
Available |
5. |
*401 |
Enter the code on the telephone with station number 103 |
Agent: |
6. |
110 |
Log on by entering ID 110 in ACD group 2 |
Available |
7. |
*401 |
Enter the code on the telephone with station number 104 |
Agent: |
8. |
111 |
Log on by entering ID 111 in ACD group 2 |
Available |
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