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8.42 Uniform Call Distribution (UCD) (for U.S. Only)

You can configure the Hicom 150 E OfficeCom and OfficePro systems for uniform call distribution groups.

The following table shows the maximum limits for Uniform Call Distribution (UCD).
Description 
Limit 
Number of UCD groups per system 
60 
Number of Agent IDs per system 
150 
Number of recorded announcements  
OfficePro
OfficeCom
 
16 
Number of announcement steps per group 

8.42.1 Call Flow

UCD can direct incoming trunk calls into the group using any of the following:

The ring assignment table
The direct inward dialing feature
The call-management table
An auto-attendant application
A station transfer

UCD routes calls to the active agent position that has been idle for the longest period. If the call is not answered, that station is placed in an unavailable state and the next available station in the group is offered the call.

When all of the agents are busy, the system places UCD calls in queue for a predetermined amount of time. If the overflow queue timer expires before an agent becomes available, the call can be directed to one of the following:

Another UCD group
A station position
PhoneMail
An external destination

If the overflow target is another UCD group, the caller remains in queue in the original group while being placed in queue in the secondary group concurrently. You can configure overflow patterns using the call destination table.

You can also assign a numeric threshold value to each group. If the number of calls in queue equals the numeric threshold value, the next call follows the overflow pattern identified in the call destination table.

8.42.2 Recorded Announcements

The OfficePro Communications Server supports access for 16 unique announcements and one music on hold source. The OfficeCom Communications Server supports access to four unique announcements and one music on hold source.

Each UCD group can be configured with seven announcement steps. You can define a unique announcement and the duration of the announcement for each step. The announcement script can be configured to play a single time or continue to cycle until the call is answered.

8.42.3 Agent Positions

Agent indexes are associated with each of the UCD groups programmed in the system. The user logs on to the desired UCD group by entering the logon access code and an agent ID number. The agent ID identifies the station as a member of the UCD group. The agent ID can be associated with one station at a time. Stations can only be active in a single group at a time but may log on to different groups using agent ID numbers assigned to the UCD groups. You can configure a maximum of 32 unique Agent IDs per group.

The agent position can be an optiset E telephone or an analog telephone. Users can access features using access codes or feature keys on an optiset E telephone.

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